Cloud for Customer Extended App

[Former Member]

Our users are on the Cloud for Customer Extended Edition app for iPhone/iPad. We have a handful of users that repeatedly get an error that their passcode is incorrect when trying to login and then after too many failed attempts, they are locked out. With each user, it's noted that they are in fact entering the correct passcode. This is not isolated to a specific device model or iOS.

Has anyone else seen this behavior?

[Former Member]

We have had similar issues. Ours seems to be due to the multiple devices a user has.  You have the browser, the iPhone, a Windows 8 app perhaps and then the Outlook Integration Add-In.

What we have found is the user changes their password. The App stores the password, so if they use their PIN code it tries that stored password and locks them out. The same can happen with the Windows 8 app.

They are moving toward using Active Directory and single sign-on but have a few steps yet to get that working correctly.

We have put together training to make sure the users reset all the places their password is when they have to update.

One solution might be to not check the box to remember the password in the Apps or Outlook. That makes them enter it each time, but at least they do not get locked out.

You can also extend your password rules to not expire on a longer term, that might help.

[former_member83701]

Hello,

the fact that users are locked out after 3 failed attempts is normal behavior.

you can reset the PW via admin screens.

Also, if these are new users that have just been setup in the system, the temporary password is valid for 30 days.  Even if they enter the correct username and password after 30 days, they wont be able to login

lastly, I would check keyboard language/layout  if that applies to your deployment.

not sure if that will solve your specific issue.

hope this helps,

[Former Member]

I can understand a lock out for an incorrect password. The issue is that the password is being entered correctly. Upon the first password attempt, if the user gets the error, they bring it to our admin as they don't want to get locked out and this keeps happening. The admin tries and gets the same error. Again, the password is being entered correctly.

Unfortunately the temp password and language aren't factors either.

[former_member83701]

Hello Elizabeth,

Unfortunately, I've never seen that problem

for those users that keep having this problem, have you tried with the other iPad application ie Cloud for Customer not Cloud for Customer Extended ? 

best of luck