I'm reaching out to see if anyone else has faced a frustrating situation like this. A remote user insists they're entering the correct password for their VPN, RDP, and Microsoft 365 accounts, but they keep getting an incorrect password message. To troubleshoot, I temporarily reset their password to something easy for both of us to remember. However, when they type the new password, it still shows as incorrect. Even when I log into their account via Quick Assist, using the same password, it works for me.
I suspect the issue might be with their keyboard—possibly a broken key or a hidden key being pressed, since they don't confirm the password visually before hitting Enter. But they're adamant they're typing it correctly. They've called me three times already about this, and I fear they might escalate it to management if it keeps happening. Is there any possibility that this is an unknown technical issue, or is it more likely that they are indeed mistyping the password?
5 Answers
Honestly, I’ve been burned before by assuming users know what they’re doing! Ensure they try logging in again with their username and correct password from a fresh login screen.
That’s solid advice! And keep an ear out for any hidden frustrations. Sometimes their keyboards have issues they're unaware of.
From my experience, it's usually a keyboard issue or they are just not correctly inputting it. Encourage them to confirm what they type matches what they see on the screen.
Yep, and if they're using a company device, remind them that logging into different apps may require the new password even if the old one is still cached.
Definitely! Misconfigured credentials can often trip users up, especially with remote access setups.
It can help to have them type their password into Notepad first so you can see exactly what’s being entered. If they can see the password as they type, it can help spot any mistakes, like missed keystrokes or wrong keyboard layout.
Yeah, I've had success with this method too! Sometimes users just can’t see their mistakes, especially if they’re dealing with different keyboard layouts or stuck keys.
Absolutely, and if the Notepad method doesn’t work, you could have them type it in the username field for a quick visual check.
Make sure they’re not mistyping it due to caps lock or num lock being on, or their keyboard might be malfunctioning. Testing with a different keyboard may help confirm this.
Exactly! Sometimes it’s just about checking those little things first before jumping into deeper troubleshooting.
For sure! I've seen situations where switching the keyboard layout helped resolve similar issues.
I’ve worked with a user who insisted they knew their password, but they were adding an extra space at the end. Getting them to use the on-screen keyboard can also be a lifesaver in cases like this.
That’s a good point! Spaces can definitely sneak in when copying and pasting passwords.
Also, it helps to check if they’re using a wireless keyboard that might be suffering from battery issues or interference.
For sure! Sometimes just a fresh restart and clearing past sessions loads can work wonders.