If you have attempted to login to your Wave user account with the wrong password, you may receive a message that your account has been locked out.

(Note:  If you are the Wave system administrator and are locked out of the administration area of Wave, please contact us for assistance)

Wave has an option where a locked out account will automatically be unlocked after X number of minutes, however, not all system administrators enable this option.

To unlock a locked out user, you will need administrative access to Wave.  RDP to the console of your Wave server, launch “TVAdmin” (alternatively, click on “User/Group Management” from within the Wave Global Administrator), go to the “Users” area, open the target user, click on “Security”, then uncheck the box which reads “User is locked out”, and click OK to save changes:

If the user has forgotten their account password and you’d like to reset their password, you may do so by clicking “User” a the top left, then setting the new password in the “Password” and “Confirmation” boxes, then click OK to save changes.

If you have any questions, please feel free to contact us.  We are always glad to assist!