User Lockout Reset

Overview

Users may experience TraitWare app lockout after three failed authentication attempts to the TraitWare mobile application.  This is a best practice security feature.

In all cases, the failed login count for the user account must be reset for the user to regain use of TraitWare.

There are a few common reasons for user lockout.

New Mobile Device 

The most common reason for user lockout is attempting to authenticate to the TraitWare app on a new mobile device without registering the TraitWare app on that new device.  Although the TraitWare app may be transferred to a new device, the secure keys cannot be transferred.  These are Apple and Android security measures and require re-registering the TraitWare mobile app on the new mobile device.  A new device registration must be created and the user must register that new device.  This is similar to the initial TraitWare registration process.

For more information about registering a device, see: Registering a New Device.

Other Standard Causes

Other lockout causes may be poor internet connectivity during authentication attempts or invalid PhotoAuth entries.

In these cases, the login attempt count must be reset.  If the user does not know the PhotoAuth sequence, that device must be re-registered and a new PhotoAuth (or Biometric) must be registered to regain access.

Malicious Activity

A user may be locked out of their device due to it being lost or stolen and a bad actor attempting to access their TraitWare app.  It is always a best practice to contact the device owner to ensure they are in possession of their device when a lockout occurs before resetting the lockout count.

Resetting User Lockout

In all cases of user lockout, the login attempt count must be reset to restore access to the TraitWare application and logins.  Before resetting the login attempt account, it is recommended that the user be contacted to ensure they are in possession of their device.

To reset the user login attempt count, in the TraitWare Console, navigate to the page of the locked out user.

• Scroll to the bottom of the page to the Failed Login Count section.
• Click the Reset Failed Logins button.

• Click Unlock to confirm that the user should be unlocked.

• The Failed Login Count should now be set to 0.

The user should now be able to log into the TraitWare mobile application and use it for other logins.