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UNBLOCKING A USER’S ACCOUNT – HELP DESK

If a user has entered their password 3 times incorrectly, their account will be blocked in Epic. UNBLOCK A USER’S ACCOUNT

1. Click “Reset User’s Password” on the toolbar.

2. Search for the user’s name (First Last or Last, First).

a. Make sure you are on the Search tab.

b. You can use the Recent tab to look for users you recently worked with.


3. On the User Select window, highlight the user’s name and click Accept.

4. The Login Blocked field should have a reason of “Too many failed logins”.

5. Click Allow Login to clear the block.

6. Click Ok to proceed.

7. User should be able to login. Click Close to close the user’s record.

If account is blocked for any other reason other than “Too Many Failed Logins,” do not clear the block. Email the SER team Epic_SER@kennedykrieger.org or create a FreshService ticket and assign it to the Epic SER group.