Troubleshooting Login Failures & Account Lockouts

Issue: User is unable to authenticate into the Zendesk or associated desktop applications. This may manifest as an "Invalid Credentials" error, a spinning loading icon, or an immediate "Access Denied" message.

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Phase 1: The "Quick Fix" Checklist

Before diving into deep technical resets, verify the basics. Most login issues are caused by environmental factors.

• Check the Caps Lock: It sounds cliché, but the system is case-sensitive.

• Verify Network Connectivity: Ensure you are connected to the corporate VPN if working remotely.

• Clear Browser Cache: If using the web portal, try an Incognito/Private window. If that works, clear your browser's cookies and cache.

• Check for System Maintenance: Visit the #system-status channel on Slack to see if there is an ongoing server outage.

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Phase 2: Self-Service Password Reset (SSPR)

If you suspect you have forgotten your password or it has expired (passwords expire every 90 days), follow these steps:

1. Navigate to the Zendesk.

2. Enter your Employee ID and your registered Recovery Email.

3. Complete the Multi-Factor Authentication (MFA) prompt on your mobile device.

4. Set a new password that meets the complexity requirements:

   • Minimum 14 characters.

   • Includes at least one uppercase letter, one number, and one special character.

   • Cannot be one of your last 5 passwords.

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Phase 3: Resolving MFA Sync Issues

Sometimes the "handshake" between your phone and the server gets out of sync.

• Time Sync: Ensure your mobile device's time is set to Set Automatically. If the time on your phone is off by even 30 seconds, the 6-digit MFA codes will fail.

• Push Notifications: If you aren't receiving the "Approve/Deny" prompt, open the Authenticator app manually and enter the 6-digit code instead.

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Common Error Codes & Meanings

Error Code	Meaning	Recommended Action
ERR_401	Unauthorized	Your credentials are wrong or your account is disabled.
ERR_LOCKED	Account Lockout	Too many failed attempts. Wait 15 minutes for an auto-unlock.
ERR_TIMED_OUT	Connection Issue	Check your VPN or Wi-Fi stability.
ERR_MFA_EXPIRED	Token Mismatch	Refresh your login page and try the MFA process again.

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Note: If you have attempted to log in more than 5 times unsuccessfully, the system will trigger a Hard Lock. In this state, the self-service portal will not work, and you must contact the Help Desk for a manual identity verification.

Still stuck? Please open a ticket with the IT Support Team or call the internal extension #9999. Be ready to provide your Employee ID and the specific error code you are seeing.

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