Issue Description

When an end-user is having difficulty logging into the NHSmail Portal and has tried to use incorrect or expired credentials the account will lock for security purposes after 10 attempts and require support from a member of the Local IT Helpdesk or a Local Administrator to unlock and if necessary carry out a password reset. However, from the point of the last login attempt that has caused an account lock it can take several minutes for the updated account status (Locked) to be reflected in the NHSmail Portal.

User Impact:

If after the number of incorrect login attempts have been made a password reset is carried out prior to the Portal reflecting the Locked status, the account will not be able to be logged into with the temporary password given.

Latest Update and Guidance:

Please can the Local IT Helpdesks and Local Administrators ensure that a minimum of 5 minutes has elapsed from the last login attempt to be sure that the account status has been updated successfully? An interval of more than 5 minutes may be required at peak times. This will ensure accounts are in the correct status before a password reset is performed.

If it is suspected that an account has hit this issue, the Local IT Helpdesk or a Local Administrator should re-check the account status. If the account showing as Locked, perform an Unlock and if necessary a further Password Reset. If the account is Active, please log a ticket with the NHSmail Helpdesk for further investigation.