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Locked Out of Dashboard

Dashboard Account Lock Out

If a user's password is entered incorrectly the number of times defined in Organization > 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." 

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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 > Administrators
  2. Click the checkbox next to the admin with the locked account
  3. Click Unlock
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For admin users with Network permissions:

  1. Navigate to Configure > Alerts & administration/Network-wide settings
  2. Click the Unlock button next to the admin with the locked account
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If no other administrators of equal/greater access exist, please contact Cisco Meraki Support. For security purposes, Support may need to validate your identity before taking action.

If two-factor authentication is enabled on the account, Support 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, as 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 support@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 Network Support Engineer, explain that the login IP range needs to be disabled or modified for the Organization.

  4. Mail (not email) notarized proof of identity using a company letterhead.

    • When this is received by Support, it will then be scanned and attached to the case before the login IP range is disabled or modified.

    • It is strongly recommended to send this letter with tracking, in case of postal issues.

    • This letter will contain this information:

      • Full name of the Dashboard organization

      • Full email address of the account

      • Full name that is set on the account’s profile (First Name + Last Name)

      • Case number the request is associated with

      • Copy of photo identification

      • The letter must be notarized

    • Unless otherwise specified by the Network Support Engineer, use the following address format:
      Cisco Meraki
      500 Terry A Francois Blvd
      4th Floor, C/o [Network Support Engineer’s name]
      San Francisco, CA 94158

 

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