When an attempt is made to access the Cisco Unity System Administrator,
Status Monitor, or Cisco PCA pages, the subscriber receives an error that says
the account is locked. This document discusses how to troubleshoot this
There are no specific requirements for this document.
This document is not restricted to specific software and hardware
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
With Cisco Unity 4.0, the Your account is locked
out error message appears when an attempt is made to access
voicemail. In this case, the administrator has to manually unlock the account
on the SA page.
This issue can happen in some cases where the
lockout policy is disabled on Cisco Unity Administrator. Instead of
setting the account lockout policy to No account lockout, you
can use the default Account lockout and increase the number of
allowed invalid attempts.
Another reason for the subscribers to be locked out of Cisco Unity is
the use of Shared Lines in Cisco CallManager. If the Message Waiting Lamp
Policy on these lines is set to Use System Policy, it turns on
the MWI lamp when a message is received. When the shared line receives a
message, a user can press the Messages button in order to go
to the voicemail and by mistake enter their own voicemail PIN instead of the
PIN of the shared line, which is what Cisco Unity expects. Thus, the wrong PIN
can be entered by a user several times and can lock out a subscriber even
though the real subscriber did not even call voicemail.
A Cisco Unity subscriber receives the Access denied -
Your account is currently locked error message when an attempt
is made to access the Cisco Unity System Administrator, Status Monitor, or
Cisco PCA. However, the Cisco Unity GUI access status is marked as
Unlocked, which means the Locked box is unchecked, when the
Account page for the subscriber is viewed in the Cisco Unity System
Administrator. It must be marked as Locked, which allows the
Administrator to uncheck the box to enable the account again.
This problem does not impact the ability to access the Cisco Unity GUI
interfaces if the subscriber account is locked, it only impacts the account
status displayed in the Cisco Unity System Administrator.
In order to unlock an account in this state, complete these
Check the Locked checkbox next to Cisco Unity GUI
access status, and click Save.
Remove the check mark and click Save
The subscriber account is now unlocked and access is allowed to
the Cisco Unity System Administrator, Status Monitor, and Cisco PCA with the
When a subscriber encounters the Access Denied - Your
Account is currently locked. Contact your Cisco Unity Administrator for
assistance error message, it is possible that the subscriber
exceeded the allowed number of failed logon attempts. The limit is set on the
System > Authentication page in the Cisco
Unity Administrator. The subscriber either forgot his or her credentials, or an
unauthorized user attempted to gain access.
Message: "Access Denied - Your Account Is Currently Locked. Contact Your Cisco
Unity Administrator for Assistance" in order to determine the source of
the problem and correct it.