Troubleshooting a Locked Rowan NetID Account
After changing your password, some saved login information needs to be updated manually. When it is not updated, that device will continue to try connecting with your old password. These bad password attempts cause your account to lock.
If your account is locked, please contact the Technology Support Center at 856-256-4400 or support@rowan.edu. They can usually tell you what the source of your account lockout is.
Try the potential solutions for the source of your lockout below and if it does not resolve the issue, the Support Center can assist you or escalate your issue.
Accounts are usually locked by one of the following sources:
Check your Mobile Devices (tablets and phones) for a bad password in the email settings.
If you are unsure of which device is the culprit, you can login to the Outlook Web Client to see which device is trying to sync and is failing.
- Login to outlook.rowan.edu
- Click the "Wheel" icon in the upper right hand corner and then select "Options."
- On the "Options" page, click "Phone" in the left menu.
- Look for a device that's last sync time is close to the time you last changed your password and that will usually be the one that is trying to sync but can't.
- Locate that device and update its Exchange password. Instructions can be found in the following Knowledge article: Exchange: Update Your Email Password on a Mobile Device
If there are no mobile devices trying to sync, check any laptop or desktop computer you use Outlook on to see if it is set to auto-login, and disable it.
Disable Outlook Auto-Login
- Launch Outlook.
- Click the File menu.
- Select Accounts Settings...under the Account Settings icon.
- Under the E-mail tab, select the email account you want to edit and click Change...
- Click More Settings...
- Click the Security tab.
- Check the Always prompt for logon credentials option.
- Click OK to close the pop up window.
- Click the Next button.
- Click the Finish button.
- Click the Close button.
If the source of your account lockouts are ClearPass, this usually means you have a device that is trying to connect to the RowanSecure wireless network but cannot due to it still using your old password.
Mapped drives: If the source of the lockout is a computer name, locate that computer and check for any mapped drives. If you have a mapped drive disconnect it and re-map it using your new password.
Windows Stored Passwords: You should clear any stored Windows passwords by doing the following:
- Go to Start/Run or click the Magnifying glass icon in the lower left corner next to the Start button and type:
rundll32.exe keymgr.dll, KRShowKeyMgr - This will bring up a list of stored usernames and passwords. Remove them all.
MacOS Keychain: You should clear or update any outdated stored keychain passwords by doing the following:
- Open the Keychain Access application by clicking the "Spotlight Search" magnifying glass icon in the upper right of your screen and type "keychain."
- Open the KeyChain Access application and look in the "login" Keychain and under the "Passwords" category.
- Check for any outdated Rowan account credentials stored there.
- You can either update the password or delete the entry. To update the password, click the "Show Password" box, edit the password and then click "Save Changes."
- Be very careful as it's easy to delete the entire keychain by mistake.