When does an account get locked in SOLABS QM and how to unlock it (self unlock by user and unlock by administrator)

A user account will be locked after too many (5) failed authentication attempts. 

Authentication is done in 2 places in SOLABS QM:

1. Login page.
2. E-Signature following specific user actions.

Note: The number of attempts is automatically reset after 15 minutes if no additional failed attempt are made during that time.  Attempts are also reset following a successful authentication.

Once an account is locked in SOLABS QM it will need to be unlocked by a member of the SOLABS System Administrator or SOLABS Help Desk role before the user can log in again. 

This can be done by going into the Setup section, and selecting the "Locked users by date" under Users in the Administration tab, which will provide the list of all currently locked account. 

From there, the system administrator/help desk user can click View on the account he wishes to unlock and select "Unlock" from the right-end menu when viewing the locked account.  

Important: 

If the user account is set with a Login Type other than DB, it is possible for the account to also be locked at the authentication provider's (OneLogin, Azure, OKTA, SOLABS Identity) level. This will depend on the provider's own configuration. This means that the account could also need to be unlocked on that side too before the user can access SOLABS QM again.

The procedure to unlock these will depend on the provider's own configuration (which is not managed by SOLABS). Some could be configured to automatically "unlock" the accounts after a specific amount of time, some may have self-unlock mechanics in place via a general portal and some may require the intervention of a system administrator. 

Reminder: As with any other requests, users should always send them to their local SOLABS QM Administrators first, who will know where to redirect them (either internally or to the SOLABS Support Team).