I'm dealing with a user who claims they're entering the correct password for accessing our VPN, RDP, and M365, yet they keep getting notified that it's incorrect. To help, I temporarily reset the password to something both of us can remember. However, even when I type in that new password on their computer using Quick Assist, it works for me but still shows up as incorrect for them. I'm starting to think there might be an issue with their keyboard or perhaps they're not visually confirming the password before hitting enter. This user has been calling me for three mornings straight about this, and I fear they'll escalate the situation if it continues. Is it possible this is a genuine IT problem, or is it likely just a case of them mistyping their password?
5 Answers
Always trust the logs, but double-checking is vital. I ask users to share screenshots of what they're typing. A lot of the time, it’s a user error that can be resolved easily by seeing what they’re doing firsthand.
Any kind of documentation makes it easier to prove if they escalate the problem. Just make sure you cover your bases!
Always have them try typing their password in the username field. It's a sneaky way to see what they’re actually inputting without changing anything that would cause them to log in incorrectly.
I’ve done this before! It’s a quick and often revealing way to troubleshoot.
Plus, it avoids the hassle of going through log files which can be misleading.
Have the user type their password into Notepad first. That way, you can actually see what they're typing. A lot of times, it’s a simple mistake like caps lock being on or a stuck key. If they’re really typing it in wrong, this will help identify the issue without pointing fingers.
I've seen this happen a lot. Sometimes, the keyboard layout can be the culprit too, especially if they switched it unknowingly.
Exactly! I’d also suggest having them try an on-screen keyboard to check if there’s a faulty key stuck.
This is usually just a classic case of user error. Maybe they're confused about the keyboard layout or caps lock. I’ve found it helpful to ask them to click on 'show password' if that option is available while typing in, or even better, using an on-screen keyboard to rule out hardware issues.
Exactly! And don't forget that it could also be something simple like a low battery on a wireless keyboard.
If all else fails, doing a hardware check might help. Sometimes, just getting a new keyboard does the trick!
I would bet money they're entering the password incorrectly. Whether it's a keyboard malfunction, a bad connection, or them simply typing it with a slight variation, it's usually user error. Have them type it into the right field visually to confirm what’s typed actually matches what they think they're typing.
Definitely! Or they could even try a wired keyboard if they’re on wireless.
It's 99% of the time a keyboard issue—which is why I always have users type where they can see it!
Totally agree! I've had cases where users are convinced they typed it right, but it turns out there were hidden issues like spaces or incorrect keyboard layouts.