Technical Guideline for Account lockout Issue

Reenku Raman Nayak

Service Delivery Lead Citrix
(NOKIA)

Disclaimer: Before follow below troubleshooting

steps, Please ensure to perform the steps in user
affected machine only.
Scenario-1
Symptoms
Users reporting continuous lockout when they try to access Citrix Web URL.

Cause
To narrow down the issue, please ensure from below listed components your password has
been clear.
1234567-

Application (IE, IIS or etc)

Services
Script
Task scheduler
Mapped drive
Mobile devices such as a smartphone or tablet
Password vault/credential manager

Resolution
1

Check if user has logged on to any other workstation/Server other than the one he is
using currently with his credentials. If yes, user has to log off all the servers
/workstations that he has logged into.

Remove any stored credentials on your Windows:

Start->run and type

rundll32.exe keymgr.dll, KRShowKeyMgr on the Run Windows.
Remove all the information from the text box and click close

A windows will popup, as below screen:

Remove Drive mappings that might use your AD credentials:

4
5
6
7
8

Before doing this, make sure to note down the shared drives to re-map them
again
Open command prompt and type
net use /del *

Check for Scheduled task or Jobs that are configured with the problematic USER ID.
If yes, update the scheduled task or jobs with new password.
Update the password on your smart device. For example: windows
phone/iPhone/BB/iPad/Surface and so on.
Flush the IE/Firefox/Safari/Chrome cache
Check if user uses any 3th party password vault application to store password, if yes,
clear the passwords from the Vault.
Click on Run >> Type %Temp% and clear all files.

Kindly ensure cache password gets cleaned which may be used by some
applications and therefore cause the account lockout.
The cache password that we pointing out here is still holding the old credential
which cause the account to lockout.
Hence our advice will be clear all cache or saved password for all application and
use the new password.
Otherwise the lockout issue will not be solved. Once you have change all the
cache password to the current one this problem can be overcome. For
assistance, please approach local IT/desktop team.
3

We will proceed to close this ticket from our end and please feel free to revert us
if you still required any assistance.

Scenario-2
Symptoms
1) User try to access the Citrix login Page with NSN-Intra Domain
Credential and failed to login due to account gets lockout again and
again. User has tried reset the password via. Nokia PWC Tool and try to
login back, which gives an error Account has been locked out
2) Users try to access Citrix login page and getting Your logon has
expired, Please logon again to continue
Cause
1) Users tries to Reset/Change the password and request SD to reset the
password. SD Sent an e-mail with Default password.
User tries to access the Nokia Password Reset tool and try logging in
with new default password, at the next prompt user able to change
new password successfully.
User then tries to login back immediately to Citrix login page for
access, however users failed to login due to the password Sync didnt
happen with immediate effect and users keep trying the same
password again and again leading them to a lockout issue again.
2) Users tries to access Citrix Web login page and tries to enter credential
which is giving error below, Your logon has expired, Please logon
again to continue. The reason for getting this error is Users store
their old password and when they try to access the Citrix URL, It
redirects them to the old session which doesnt exist.
Users keep trying to login to the Citrix Web Page and try to enter
credential which leads them to the below error.

Resolution
In order to mitigate these 2 issues please follow the below Steps to fix this
issue.
1) Symptom 1 & 2
I.

When User receive the default password from Support. They try
to change the password using NOKIA Password Reset Tool as
shown below

II.

Try Enter your new Default password received from Support

Admin.
Note: You must complete the next step (Password Change) within
3 minutes after being authenticated.

III.

You will be prompt to Successful page with User Information

Notes, Please follow the note description below

Note: In some cases it may take up to 15 minutes for your new

password to replicate to all servers. This delay is rarely
experienced and only impacts some services. If you are having
an authentication problem with any of your normal applications
or services, please have waited at least this 15 minute period
before contacting the Nokia IT Service Desk.
IV.

Please try clear your Browser Cache and password field to

prevent you from successful login. Please follow the steps
below.
a. Please launch IE (Internet Explorer) and Click on the
Setting Icon
>> Please click on Internet Options
b. Under General Tab Please Click on the Delete button as
shown below and please make sure to clear your stored
passwords, Temporary files and Folders, Including Cache
Information.
c. Please click on Apply and Ok and Close the Browser
Completely.

V.

Please relaunch your IE and try access your Citrix Web URL https://virtual-services.ext.nokia.com/
Note: Please ensure you have waited for 10 to 15 minutes for
the password to replicate successfully before login to Citrix.