Test

Open ''Query Lockout Report'' and input user ID Are there any lockout results? [[Lockouts Found]] [[No Lockouts Found]]

Go to Configuration > Base Items > (link: "Computers")[(goto-url: 'https://michelin.service-now.com/cmdb_ci_computer_list.do?sysparm_userpref_module=90ff7af5c0a80164017577f98aac7799&sysparm_clear_stack=true')] and search for PC using the hostname found in **QLR** Is user same as PC owner? [[Yes|User is owner]] [[No|User is not owner]]

1. Clear credentials in credential manager 2. Delete Cookies/Cache/Active Logins in all browsers 3. Check for any 3rd party software 4. If user has InTune installed on Smartphone, follow the resync process 5. Run command *gpupdate /force* in CMD Is user still getting locked out? [[Yes|Assign to Middleware]] [[No|Issue resolved]]

1. Connect to machine's **Hostname** or **IP** using **Remote Desktop Connection** application in CyberArk 2. Enter Admin Credentials *FP×××××A* 3. Open *taskmgr.exe* 4. Go to *user* tab 5. Disconnect all active users Is user still getting locked out? [[Yes|VM team]] [[No|Issue resolved]]

Does the user know this server? [[Yes|Log off server]] [[No|RDC to Server]]

Compare the AD and LDAP password change time stamps. Is there a difference between AD and LDAP password of more than 5 minutes between the latest password change? [[Yes|Assign to Middleware]] [[No|Time difference < 5 Minutes]]

1. Check user is connected to the internet via ethernet 2. Reboot users PC Can user Log in? [[Yes|Issue resolved]] [[No|Test RJ45]]

What type of Hostame(s) are the latest lockout sources? [[Domain Controller]] [[Workstation]] [[Network Device]] [[W7/W10 Test Machine]] [[Other Server]]

1. Clear credentials in credential manager 2. Disconnect Network Drives 3. Use command *gpupdate /force* in CMD Is user still getting locked out? [[Yes|Assign to OSS]] [[No|Issue resolved]]

Does the User know the owner of the PC? [[Yes|User knows the person]] [[No|Assign to OSS]]

**Issue is resolved** Apply the template *AD/LDAP - Account Frequently Locked* if it is a new incident Log all troubleshooting done in worknotes and resolution notes Incident can be set as resolved

**Assign Incident to OSS** Collect all necessary hardware and contact information as follows: Hostname Asset Tag Name of the PC owner Location Phone number Add this information to the incident and assign it to the local OSS team

1. Ask user to get in touch with that person 2. User must log into that person's PC 3. User must then completely log out from that person's PC 4. Restart that PC 5. [[ Inform user to call back if Lockouts continue|Issue resolved]]

**Assign incident to Middleware** 1. Apply the template *AD/LDAP - Account Frequently Locked* and make sure it is filled correctly 2. Add a screenshot of the *Status* tab in MyPassword and attach it to the incident 3. Ensure all step by step troubleshooting is clearly stated in the worknotes 4. Input the Service Offering *DGSI-EUX-CC-LDAP-IDENTITY-MANAGER-CPW* 5. Set the assignment group as CC-EUX 6. Ensure correct priority is applied: **Impact** 1 - High **Urgency** 3 - Low **Priority** P3

Ask user if they usually connect to the Michelin FastPass network. Have them disconnect from it and then connect back. Is user still getting locked out? [[Yes|Assign to BT]] [[No|Issue resolved]]

**Assign incident to BT** 1. Apply the template *Network* and make sure it is filled correctly 2. a. If user is connected via WiFi ensure that the name of the Access Point is provided 2. b. If user is connected via ethernet ensure the Wall socket ID is provided 3. Ensure all step by step troubleshooting is clearly stated in the worknotes 5. Input the Service Offering *DGSI-EUX-CC-NETWORK-LAN* 6. Set the assignment group as BT-NETWORK 7. Ensure correct priority is applied: **Impact** 3 - Low **Urgency** 2 - Medium **Priority** P4

If the lockout comes from a Test Machine (they usually contain the word TEST in the Host Name), then we have to make remote session to it with the Remote Desktop Connection: On the Michelin environment, go to the Start Menu > Remote Desktop Connection On the Computer field, put the Computer Name causing the lockouts > click on Connect: A Windows Security pop-up window will appear asking for credentials, put your Admin account Password > click OK After you log in to the Test server, open the Task Manager (right-click on the task bar > Task Manager): Logoff any other user that appears on the list by selecting it > Logoff Logoff yourself from the Test machine. Lockouts coming from this machine will stop. If this does not stop the lockouts, please refer the user to the team that supports that machine.

Ask user to Log in to the server then log off from it Do the Lockouts persist? [[Yes|Assign to IBM]] [[No|Issue resolved]]

1. Connect to machine's **Hostname** or **IP** using **Remote Desktop Connection** application in CyberArk 2. Enter Admin Credentials *FP×××××A* 3. Open *taskmgr.exe* 4. Go to *user* tab 5. Disconnect all active users Was connection to the server and log out of all users successful? [[Yes|Issue resolved]] [[No|Assign to IBM]]

**Assign incident to IBM** 1. Assign the ticket to IBM team to investigate the server. 2. Ensure all step by step troubleshooting is clearly stated in the worknotes 3. Input the Service Offering *IBM-DAP-MONITORING* 4. Set the assignment group as IBM-DAP-MIDRANGE 5. Ensure correct priority is applied: **Impact** 3 - Low **Urgency** 2 - Medium **Priority** P4 6. If they do not know anything about it, then it is most likely to be a local server that OSS/RIS manages, in which case, assign to OSS.

Perform a **Cross test** (Ask user to try and log in for each of the following tests and stop troubleshooting as soon as the source of the problem is found) > Ask user to use a different ethernet cable and log in... [[Log in **successful**|Change RJ45]] [[Log in **failed**|Test port]]

Inform user that their **Network Cable** will need to be changed/replaced For **France**: New cables are available on the MarkIT For **Other Locations**: ? Log all troubleshooting done in worknotes and resolution notes Incident can be set as resolved

Ask the user to try connecting to a different Ethernet wall socket [[Log in successful|Assign to RIS]] [[Log in failed|Test PC]]

**Open a Network Wall Socket Damaged incident** Follow (link:"KB0012992")[(goto-url: 'https://michelin.service-now.com/kb_view.do?sysparm_article=KB0012992')] for assignment process.

Ask user to log onto a different PC if available, and have a colleague of his/hers to log onto users PC. [[User can't log into different PC but colleague can log onto users PC|Account issue]] [[User can log into different PC but colleague can't log onto users PC|Assign to OSS]]

It appears that user is having issues with their account, [[follow the process for LDAP issue|Domain Controller]]