Recover from account lockout

task brazil Updated Sep 10, 2026 1 min read recover-from-account-lockout.md

Unlock the integration user account and clear the password reset flag after repeated failed validation attempts trigger the account lockout policy.

Before you begin

Role required: admin

About this task

Repeated failed connection validation attempts can lock the integration user account. Two fields must be cleared to restore access — locked_out and password_needs_reset. Clearing only one field is insufficient; password_needs_reset can independently block authentication even when locked_out is false.

Procedure

Navigate to ALL > System Definition > Scripts - Background.

Run the following script, replacing scan_engine_integration with your integration user's user name if different.

JavaScript

var gr = new GlideRecord('sys_user');gr.get('user_name', 'scan_engine_integration');gr.setValue('locked_out', false);gr.setValue('password_needs_reset', false);gr.update();

Result

The integration user account is unlocked and the password reset flag is cleared.

What to do next

Before retrying validation, resolve the root cause of the failed attempts. See Validate your instance connection for the full validation troubleshooting checklist.

Parent Topic:Register your instance

50 lines · 2.0 KB Wrap lines

---
title: Recover from account lockout
description: Unlock the integration user account and clear the password reset flag after repeated failed validation attempts trigger the account lockout policy.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/impact/recover-from-account-lockout.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Register your instance, Scan Engine integrations, Activate Scan Engine and review settings, Configuring Impact, Impact]
---

# Recover from account lockout

Unlock the integration user account and clear the password reset flag after repeated failed validation attempts trigger the account lockout policy.

## Before you begin

Role required: admin

## About this task

Repeated failed connection validation attempts can lock the integration user account. Two fields must be cleared to restore access — `locked_out` and `password_needs_reset`. Clearing only one field is insufficient; `password_needs_reset` can independently block authentication even when `locked_out` is false.

## Procedure

1.  Navigate to **ALL** &gt; **System Definition** &gt; **Scripts - Background**.

2.  Run the following script, replacing `scan_engine_integration` with your integration user's user name if different.

    ```
    var gr = new GlideRecord('sys_user');
    gr.get('user_name', 'scan_engine_integration');
    gr.setValue('locked_out', false);
    gr.setValue('password_needs_reset', false);
    gr.update();
    ```


## Result

The integration user account is unlocked and the password reset flag is cleared.

## What to do next

Before retrying validation, resolve the root cause of the failed attempts. See [Validate your instance connection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/impact/validate-instance-connection.md) for the full validation troubleshooting checklist.

**Parent Topic:**[Register your instance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/impact/register-your-instance.md)