Unlock a user's account

After five wrong passwords in a row, the eCRF locks the user’s account for 10 minutes. Wrong passwords count when the user signs in. They also count when the eCRF asks for their password again, for example to sign off a subject or to lock a study. While the account is locked, the eCRF shows Too many failed attempts. Try again later. when the user signs in, even with the right password.

The account unlocks by itself after 10 minutes. To let the user sign in sooner, unlock it in the admin.

Who can do this: System Administrator and Clinical Research Administrator. A Clinical Research Administrator unlocks the users of their own organization only.

Unlock the account

1. In the admin, open Users. Open the user.

2. Select Force Unlock.

   

The admin shows Successfully unlocked, and the user can sign in again.

The admin does not show whether an account is locked, and Force Unlock works on any account. If you are unsure, unlock it. For an account that is not locked, this only resets its count of wrong passwords.

Give a temporary password

If the user forgot their password, give them a temporary one. The eCRF sends no email, so you give it to them yourself.

1. Open the user in Users. If you just unlocked the account, reload the page first.

2. Select Change Password.

3. In New Password and Confirm Password, enter the temporary password.

4. Check Requires Password Change, so that the user chooses their own password when they next sign in.

   

5. Select Save.

When the user signs in with the temporary password, the eCRF shows Change Password Required and asks for a new one.

If the admin shows Document modified

An unlock changes the user, so the page you unlocked the account from is out of date. If you change the user on that page and select Save, the admin does not save and shows Document modified.

Select Reload document. Then make your change again. After the reload, the password fields stay open and empty, and Requires Password Change shows its saved value.