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 3.6.0 and earlier

CAUSE

Unknown

FIX or WORKAROUND

Use the Waters UNIFI Unlock Tool to unlock the Administrators account.

• C:\Program Files\Waters\UNIFI\server\bin\Waters.Security.Unlock
• or C:\Program Files\Waters\waters_connect\Administration
• can also be located in Waters\waters_connect\API folder
• Run Script

If you cannot find the script, just search on the C:\ level in Windows explorer for "Waters.Security.Unlock"

ADDITIONAL INFORMATION

NOTE : In waters_connect 3.7.0 and later the password unlock tool is itself password protected to ensure security of the customer's data. Waters legal and Quality depts have determined that only GS Informatics team and developers are allowed to use that password. If you need to unlock a waters_connect 3.7.0 administrator account, escalate a case to GS (escalation level 2 or above) using the software support plan as the Asset in the escalation to make the escalation visible to the GS Informatics team

-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 should be chargeable as for Empower. Check the policy in force in your country/region.

UNIFI Admin Account reset-letter