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Cisco Meraki Documentation

Locked Out of Dashboard

Dashboard Account Lock Out

If a user's password is entered incorrectly the number of times defined in Organization > Configure > Settings > Security > Account lockout, the user will not be able to log into the dashboard. When attempting to access Dashboard, they will receive an error message indicating "This account has been locked after too many failed login attempts." 

Account locked error after too many failed login attempts 

 

In order to regain access to Dashboard, the account must be unlocked by another administrator with Full access at the network or organization level, dependent on the account that is locked.

For admin users with Organization permissions:

  1. Navigate to Organization > Configure > Administrators
  2. Click the checkbox next to the admin with the locked account
  3. Click Unlock
  4. Locked account - Organization level

 

For admin users with Network permissions:

  1. Navigate to Network-wide > Configure > Administration
  2. Click the Unlock button next to the admin with the locked account
    Locked account - Network level

 

If no other administrators of equal/greater access exist, please contact Cisco Meraki Support Operations team. For security purposes, they may need to validate your identity before taking action.

If two-factor authentication is enabled on the account, Support operations team will not be able to bypass the additional security; two-factor authentication needs to be disabled before the account can be unlocked.

Recovering Access to Accounts Protected by Login IP Range Restrictions

Login IP range restrictions are an important security mechanism, and cannot be disabled or modified by Cisco Meraki without positively identifying the account owner. Login IP range restrictions should be configured with caution. We recommend trying to regain access by reaching out to the ISP provider and requesting to have the IP address restored to the previous one. If you're able to access Dashboard you can add/change the new IP at Organization > Configure > Settings > Security > Login IP ranges. Otherwise, the only way to regain access to a Dashboard Organization from an IP not in the configured range is as shown below:

  1. Open a case by emailing licensing@meraki.com.

  2. This email must be sent from the email address of an administrator with Organization write privileges for the Organization for which the login IP range is to be disabled or modified.

  3. Once in communication with a Cisco Meraki Support Operations Specialist, explain that the login IP range needs to be disabled or modified for the Organization.

  4. The Support Operations Specialist will request more information about the organization and its contents and settings to verify the validity of the request.

  5. Once this step has been completed, a Cisco Meraki Support Specialist will provide you a document that must be signed and notarized, then scanned and emailed back via the case correspondence.

    When this is received by our support specialist, it will be attached to the case before any changes are made.