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Problem
The user cannot remember their account password and is unable to sign in.
Symptoms
Login fails with an incorrect password message.
User cannot access the account.
Password reset is required.
Multiple unsuccessful login attempts.
User is confident the password is correct but it's still rejected.
Possible Causes
Password forgotten.
Password changed recently.
Caps Lock or Num Lock is enabled.
Incorrect keyboard layout.
Saved password is outdated.
Password manager storing an old, unsynced password.
Resolution
Step 1
Verify Caps Lock and Num Lock are turned off.
Step 2
Confirm the correct username is being used.
Step 3
Select Forgot Password if available.
Step 4
Reset the password using the organization's password reset process.
Step 5
Sign in with the new password.
Step 6
Check your password manager for an outdated saved entry and update it after resetting.
Step 7
Contact the IT Help Desk if the password cannot be reset.
Prevention
Use a password manager.
Create strong but memorable passwords.
Update saved passwords after changing them.
Avoid sharing passwords.
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