How to Unlock a VIP Administrator Account in Symantec VIP Manager

Products

• VIP Service

Issue/Introduction

The administrator account for Symantec VIP Manager is locked due to multiple failed login attempts or security policy restrictions. Guidance is needed on how to unlock the account and restore access.

Environment

Symantec VIP Manager

Resolution

Only Symantec VIP Support can unlock a locked administrator token, and this must be done by raising a support case. Alternatively, another VIP Administrator (with appropriate permissions) can remove the locked token and associate a new token ID with the account. 

Follow the steps below to unlock the administrator account in Symantec VIP Manager using another VIP Administrator account.

1. Log into VIP Manager with username & password.
   • 
2. Click on the Account Tab.
3. On the Right hand side, click on the Find /Modify VIP Administrator
   • 
4. Locate/Search for the locked account and click the "Unlock Account" link under the Actions column.
   • Note: If there is no link to "Unlock Account" under Actions, then the Administrator currently logged in does not have sufficient privileges to manage other VIP Administrators.
5. Verify the currently registered 'Credential ID' is accurate. If the Administrators credential has changed, then the current credential will need to be removed under the "Modify" action link. The Administrator can then register their new credential upon next VIP Manager authentication.

 

If no other administrator account is available, you must raise a support case with Symantec VIP Support to unlock the account.

Additional Information

Always ensure that at least two to three administrator accounts are available to prevent complete lockout scenarios.