LIVE Access - How to unlock an Admin User Profile Account?

Context: If the end-user has Admin credentials, but fails to process the LIVE Access protocol 3 times, the account will lock out.

What does this mean for the locked Admin User? In order to unlock the account, they will need to contact InVue's Tech Support team or another Admin user from the same organization and/or site location.

If the alternate admin user is a Global Admin User, meaning their profile is not tied to a specific site location in the LIVE Access environment, then there should be no restrictions to action this effort; however, when choosing a non-global Admin User, the locked user will need to ensure that the admin user helping them is tied to the same site location in LIVE Access within the same environment.

See the screenshot below to reference where to toggle back to YES to enable the account.

Steps to get here:

1. Log in to the Admin User's InVue LIVE Access environment using the Super Admin profile listed in the Last Pass.
2. Click on Users > Search User profile card by First & Last Name, Employee ID, or Username and click on the profile card.
3. A Window pops from the right to the left of the screen, find the 'Account Enabled' field and toggle it from NO to YES.

Scenarios this can occur:

• Password entry is incorrect 3 times.
• Entering a password to an SSO-based environment.