Office of Information Technology

Account Lockout Issues

Account lockouts typically occur when there is an old password saved for either your Microsoft Exchange account (SMU email), or a PerunaNet connection that has been configured to automatically connect on a mobile device or laptop.  After three attempts to connect using the old password, the account will lock out.  After changing your account password, please ensure that you have updated your password on ALL devices where you have any of the below connections configured. 

Common sources of bad passwords:

  • ActiveSync client  (Outlook profile, or email configured on mobile device)
  • Wireless networking connections on laptops, phones, tablets, etc.
  • Disconnected Remote Desktop sessions
  • Cached credentials in a browser  (clear browser cache)
  • Stored credentials: Control Panel > User Accounts > Manage Your Credentials  (look for the domain account)
  • Mapped drives using alternate credentials  (delete persistent mappings)

What to check on a PC:

  • Check for any old passwords that might be saved in the “Credential Manager.”  Click here for more information, and how to update or remove old passwords. 
  • Check for any old passwords for PerunaNet by going to the Start menu > Control Panel > Network and Internet > Network and Sharing Center.  Within the Network and Sharing Center, select “Manage Wireless Networks,” from the left-hand column.  You will then see a list of previously connected wireless networks, and you will need to right-click on PerunaNet, then select Properties.   Go to the Security tab and choose Show Characters to see the currently saved password, and update with the new SMU password, if the saved password is incorrect.
  • For instructions on clearing the Internet Cache click here.

What to check on a Mac:

  • Check for any old passwords that might be saved in “Keychain Access.” 1. Open Keychain Access (you can get to it by choosing Utilities from the Go menu in the Finder).   Select the login keychain, and then passwords under the Category section.  Look for any saved passwords for “perunanet,” “exchange,” or simply do a search for “smu” to see what passwords have been saved.  Delete any keychain stores associated with your SMU email or PerunaNet. 
  • For instructions on clearing the Internet Cache click here.

To update wireless networking information on mobile devices, select “PerunaNet” and then “forget this network” and then reconnect to PerunaNet from the available wireless networks.