Troubleshooting > Resolving MySupport Account Lock-out

Resolving MySupport Account Lock-out

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Summary

A MySupport Access Denied error and IP address lock-out can occur under the following conditions:

Symptom

Access Denied

You are not authorized to view this page. Please contact technical support for your licensed product if you require assistance.

Resolution

MySupport Locked During Account Creation

If MySupport is locked during account creation, an email will automatically be sent to SyncsortTechnical Support and an engineer will follow up with you. The MySupport account will be deleted and recreated.

MySupport Locked During Unsuccessful Login Attempt

If MySupport is locked during an unsuccessful login attempt, your account will automatically unlock after 15 minutes. If you need immediate access, contact Syncsort Technical Support at (201) 930-8270 or DMXSupport@syncsort.com, or contact your local agent and request a reset of your IP address. Additional information will be required to identify the correct user account.

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