waters_connect Administrator account disabled or expired - wkb228541

SYMPTOMS

• Administrator account gives the following error when trying to log in to waters_connect:
  • The user account cannot be authenticated for one of the following reasons
    • User account status is disabled
    • User account has expired
    • User account is being modified by another user
    • The user account password has expired

ENVIRONMENT

• waters_connect 3.7.0 and later (see Additional Information)

CAUSE

• Customer error

FIX or WORKAROUND

Use the waters_connect_SystemAdministratorUserUnlockTool

1. Escalate a case to GS (escalation level 2 or above) using the software support plan as the Asset
2. Review and sign the disclaimer letter (attached)
3. Download the latest waters_connect_SystemAdministratorUserUnlockTool.exe from the Digital Delivery platform (part of the package 176005996).
4. As this utility is password protected, GS/trained personnel will need to remotely log into the customer's PC to execute
5. The tool unlocks and enables the administrator account, provides a new random password and this event is captured in the Audit Trail.

ADDITIONAL INFORMATION

The script will not work and will state the "administrator" is not locked if the ID (administrator) is manually disabled by other administrator-type ID in waters_connect.  In this situation please contact GSS. The customer will need to sign a disclaimer and GSS will have to unlock by direct edits to the database. This may be chargeable as it is for Empower. Check the policy in force in your country/region.

UNIFI Admin Account reset-letter

If looking to reset the administrator account in UNIFI or waters_connect 3.6.0 or earlier, please reference WKB11564