Common User Locked Fixes

User Account locked

Web Browser

Whenever you get this error on our Web Browser Login (Example: https://cloud.savanceworkplace.com)

Solutions:

1. Contact your Workplace Admin to assist in logging in. They can unlock accounts instead of waiting the 1 hour time (Workplace Admins see below on how to unlock users)
2. Cloud Sites only if Workplace Admin is unavailable: Contact Savance support via Support@savanceworkplace.com

Desktop Application

Whenever you get this error signing in through the Desktop Application

Solutions:

1. Contact your local Workplace Admin for assistance unlocking account
2. Try to go to the bottom right of your windows screen and click on the up arrow:

Click the up arrow on the taskbar.

Then right click:

Then click ‘Settings’ to get to the screen below. Attempt to enter your username/password then press ‘Test Auth’. If you’ve forgotten your password, please contact your Workplace Admin

Enter username and password, then click Test Auth

Admin Unlocking Users

This part is for Workplace Admins to unlock user accounts which become locked for 1hr

1. Login to Workplace via web browser
2. Click ‘Admin’ at the top of your screen
3. Click ‘Users’
4. Search for the user in question
5. Press the unlock button for said user
   
6. Optional: Reset their password to hopefully prevent another lockout