Basic Okta User Sign in Troubleshooting

Table of Contents

• Scenario 1: End User Lockout
• Scenario 2: Okta 2FA reset
• Scenario 3: Password reset

Scenario 1: End User Lockout

Unlock a user account that has been locked due to exceeding the password entry limitation, or other reasons.

1. To enter the Okta Admin Console from your Okta page, click “Admin” in the top right corner of the screen.
   
   
2. In the Okta Admin Console ( https://vida-admin.okta.com/admin/users ), go to Directory > People.
   
   
3. Search the name of the person whose account needs to be reset, press enter, and click their name.
   
   
4. Click “Unlock Account”
   
5. On the pop-up unlock person window, click “Unlock"
   
6. A green banner will flash on the screen indicating that the unlock was successful.

Scenario 2: Okta 2FA reset 

A user has changed mobile devices without doing a 2FA reset beforehand & they cannot complete 2FA during sign in.

1. To enter the Okta Admin Console from your Okta page, click “Admin” in the top right corner of the screen.
   
   
2. In the Okta Admin Console ( https://vida-admin.okta.com/admin/users ), go to Directory > People.
   
   
3. Search the name of the person who needs their multifactor authentication reset and click their name.
   
   
4. Click “More Actions” and “Reset Multifactor”
   
   
5. You’ll see the multifactor options the provider has available. You can leave these unchecked and simply click “Reset All.’
   
   
6. Inform the user to use a computer and sign into https://vida.okta.com with their existing credentials, and follow the onscreen instructions to set up the new Okta 2FA.

Scenario 3: Password reset

When providers can’t remember their password. This will require users to change their password the next time they sign in. After you create a password reset link, the message “Password reset. User is now in one-time password mode” is displayed when viewing the user.

1. To enter the Okta Admin Console from your Okta page, click “Admin” in the top right corner of the screen.
   
   
2. In the Okta Admin Console ( https://vida-admin.okta.com/admin/users ), go to Directory > People.
   
   
3. Search the name of the person who needs their password reset and click their name.
   
   
4. Click “Reset Password”
   
   
5. Click “Reset Password Link” (uncheck the "Sign out user" box if displayed) 
   
   
6. Instruct the user to check their inboxes for the password reset link ASAP and act upon it to set a new password.