Resolving error messages with Passwords and Logins

Description

Navigate errors that occur during log in to resolve access issues you encounter.

Error Messages

Error message: "Access denied"

"Access Denied" dialog from Ohio University single sign-on attempt without multi-factor authentication enabled. Full text: "Access Denied. The username you have entered cannot authenticate with Duo Security. Please contact your system administrator."

This error happens when you try to access a service that requires you to have multi-factor authentication enabled on your account. Make sure you have followed all of the steps to enroll at least one device in multi-factor authentication. If you are a student, make sure to follow the instructions in the student section of the enrollment page.

Error message: "Login unauthorized" or "Sorry, your sign-in timed out"

Screenshot of "Login Unauthorized" error message from the Ohio University single-sign on screen.

Screenshot of "Sorry, your sign-in timed out. Please sign in again." error message from Ohio University single sign-on screen.

You are receiving this message because you have been idle on the login screen for too long. Reload the page and you will be able to log in normally. 

Error message: "Update your password"

"Update your password" prompt from the Ohio University single sign-on screen. Full text: "You need to update your password because this is the first time you are signing in, or because your password has expired."

If you receive this message and your current password is not working, OIT has detected suspicious activity on your account and has reset your password as a safeguard. To regain access to your account, you must either: 

  1. Do a self-serve password reset at account.ohio.edu, or 

  1. Have OIT restore your access by following these directions for verifying your identity

Error message: "Your account is temporarily locked"

"Your account is temporarily locked" dialog from the Ohio University single sign-on screen. Full text: "Your account is temporarily locked to prevent unauthorized use. Try again later, and if you still have trouble, contact your admin."

You are receiving this message because there have been too many failed login attempts from your current device. To log in, you must either: 

  1. Wait 5-15 minutes to retry logging in from your current device, or 

  1. Try logging in from another device. 

  2. If you have forgotten your password, you may do a self-serve password reset at account.ohio.edu or have OIT restore your access by following these directions for verifying your identity.

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Details

Article ID: 83
Created
Mon 3/21/22 2:14 PM
Modified
Tue 5/24/22 1:44 PM