Active Directory: Reset a Locked User Account Safely

The problem

Repeated password mistakes can lock a domain account and stop a user from working.

Recommended approach

Confirm the user identity, unlock the account and then find the device or service that is repeatedly submitting the old password.

Step-by-step checklist

1. Confirm the account and recent sign-in activity.
2. Unlock the account from the approved admin console.
3. Check phones, mapped drives, services and scheduled tasks using old credentials.
4. Reset the password if required.
5. Record the cause to prevent repeated lockouts.