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I have a user who forgot his password, and he started getting the "5 failed attempts" message. So I go in and reset the password manually as an admin.
But the new password will not work, and he continues to get the "5 failed attempts" message. The only thing we could do was delete his user, then recreate it.
Once their password has been changed in the interface by an admin, it should clear the security block, correct? Or is there a manual way to clear the security block? Because the user still says "active".