Overview
This article explains what to do if;
- a user receives an account locked error message:
- a user's 2FA emails are being sent to the wrong email address but the correct address is showing in the Juniper Portal.
If you are not an Admin user of Sonar Tracker, please speak to your school's Sonar Tracker administrator who will be able to help.
We are currently investigating this problem and will issue further guidance in the future.
Prerequisites
- You must be an Account Admin or Account Owner.
Instructions
Follow these steps to revoke and reinvite the user whose account is locked and in turn, resolve the problem for them:
- Open the User Invitations page within Portal:
-
Select Staff:
- Locate the user that you want to revoke.
- Select the user's role, and then select Remove Role.
- After removing the role, reinvite the user (see Sonar Tracker: How do I invite a staff member to use Sonar Tracker through Juniper Portal? for further guidance).
Outcome
The user will be reinvited to use Sonar Tracker and will then be able to log back in. If your users are still having problems, raise a ticket.
Related information
- Sonar Tracker: How do I get support?
- Sonar Tracker: How do I invite a staff member to use Sonar Tracker through Juniper Portal?
Updated