o If a user does not know his or her User ID or Password, he or she will need to go through the Password Reset tool
o Click on either “Forgot User ID or password” under login or navigate to the left side of the page and click on Reset Password
o Ensure that the account is unlocked using Active Directory
o Ensure that any old/incorrect passwords are not saved on any devices – laptops, desktops, tablets, and phones. This should be done by the user, but technicians can assist if necessary.