Recover from account lockout

  • Release version: Australia
  • Updated May 19, 2026
  • 1 minute to read

    • Unlock the integration user account and clear the password reset flag after repeated failed validation attempts trigger the account lockout policy.

    Before you begin

    Role required: admin

    About this task

    Repeated failed connection validation attempts can lock the integration user account. Two fields must be cleared to restore access — locked_out and password_needs_reset. Clearing only one field is insufficient; password_needs_reset can independently block authentication even when locked_out is false.

    Procedure

    1. Navigate to ALL > System Definition > Scripts - Background.
    2. Run the following script, replacing scan_engine_integration with your integration user's user name if different. 
      var gr = new GlideRecord('sys_user');
gr.get('user_name', 'scan_engine_integration');
gr.setValue('locked_out', false);
gr.setValue('password_needs_reset', false);
gr.update();

    Result

    The integration user account is unlocked and the password reset flag is cleared.

    What to do next

    Before retrying validation, resolve the root cause of the failed attempts. See Validate your instance connection for the full validation troubleshooting checklist.