To resolve a password-related login issue, verify the user’s password entry and keyboard layout, check the applied password policy, and choose the appropriate recovery option while implementing preventive measures for future incidents.

Diagnose and secure

Avoid repeated login attempts

Verify password entry with the user

1. Ask the user to type the password in a visible field (for example “Username”) to check the characters entered.
2. Check the keyboard layout and input language:
   • macOS: System Settings → Language & Region → Input method
   • Windows: Settings → Time & Language → Language & Region

Check the applied password policy

Administrators can define security policies in Factorial IT (complexity, renewal frequency, rotation, etc.).

In Factorial IT, go to Settings → Security → Password policies and confirm the rule applied to the user’s device. A recent policy may have required a password change.

Reset the password

Choose the appropriate option based on the device status.

Option 1 — Renew the password remotely from Factorial IT

Requirements:

• You are an administrator of your company space in Factorial IT.
• The device is enrolled in the MDM.
• The device is powered on and connected to the internet (Online in Factorial IT).
• An administrator session exists on the device.

Option 2 — Use the linked Apple or Microsoft account

If an account is linked to the device, follow the vendor’s procedure

• macOS: Sign in with the iCloud account (see the Apple guide)
• Windows: Sign in with the Microsoft account (see the Microsoft guide)

Option 3 — Unlock with the recovery key (FileVault / BitLocker)

Requirements:

• The device is enrolled in the MDM.
• The device is not connected to the internet or is not communicating with the MDM.
• Encryption is enabled (FileVault on macOS / BitLocker on Windows).
• The recovery key is synchronized in Factorial IT.

Actions:

• Retrieve the recovery key from the device record in Factorial IT → Information → Recovery key.
• Unlock the session locally using this key.
• Set a new password.

Option 4 — Fully reset the device

If none of the previous options work, the only solution is to fully reset the device.

Prevent future incidents

To avoid future password-related login issues, implement the following actions:

• Enable device encryption and ensure that each recovery key is properly stored in Factorial IT.
• Automatically create an administrator session on devices via MDM → Profiles → Admin User Management. For more details, see Manage administrator accounts.
• Plan and communicate security policy changes to your teams (effective date, complexity requirements).
• Inform users ahead of any global password renewal.

Summary

If a user experiences a password-related login issue:

1. Verify the password input and keyboard layout.
2. Check the applied password policy.
3. Choose the correct option: remote renewal, recovery key, or linked account.
4. Implement preventive measures (encryption, admin session, policy communication).

The password-related login issue is now resolved.