zPass Keeps Locking

zPass has been changed and keeps locking

"The referenced account is currently locked out..."

This is likely due to a number of failed login attempts due to incorrect or expired login credentials. It can happen after you have updated your zPass but something keeps using your old zPass.
  • Check, using the IDM Website, that you are in fact using the correct login credentials and that UNSW systems can identify you.
  • At the IDM website, unlock your account so you can keep working. You may need to unlock it several times until you find what is using an invalid zPass.
  • Update/edit your authentication credentials described below …

When you change your UNSW zPass

When you update your zPass, you will also need to update any stored authentication credentials on your local system.

If applications on your system (i.e. your computer(s), tablet(s) and/or phone(s)) repeatedly tries to connect to a UNSW service and is using the wrong zPass (an old, invalid password) it will cause the UNSW systems to lock your zID/zPass account and then you will need to go to the IDM website to unlock it.

It is probable that your system uses several of these UNSW services:

  • Uniwide
  • Exchange Email+Calendar or UNSW IMAP, SMTP, CalDAV, CardDAV
  • UNSW Printing (MPS)
  • Your UNSW file share
  • Stored website password for myUNSW
  • Using zPass to log into your CSE account

If the stored password for any of those is invalid, it will eventually try to use it too many times and cause your account to lock. Note that your system won't know to update one stored zPass for one service just because you've updated the password to another service.

Refer to the following sections on how to unlock your account and reset authentication credentials on different operating systems…

Updating stored credentials


Stored password in OS X are maintained by the Keychain Access utility: GoUtilitiesKeychain Access
  • Select the Login keychain, and Passwords Category, and locate entries that use your zPass, for Managed Print Services (MPS) these will be the print queue password(s): i.e. CSE-Staff, CSE-MFD-Staff or CSE-Colour.
  • Select (double-click) each entry to edit the password.
  • Be sure to Save Changes before exiting.
If you have removed the MPS entry in Keychain you can force the creation of a new one:
  • In the Finder select the menu item Go to Server...
  • Give the URL for the print server. Eg: smb://engpwps001.ad.unsw.edu.au/
  • Enter your zID/zPass credentials and select the Remember my password checkbox.


In the first instance, you can try connecting to the print queue to check your stored MPS credentials: StartRun\\engpwps001.ad.unsw.edu.au\

Stored passwords in Windows (post Vista) are maintained by the Credential Manager: Control PanelUser Accounts and Family SafetyCredential Manager
  • Locate the password(s) entry: e.g. for MPS print queue it will be engpwps001
  • Select (single-click) the entry to show the password, and select the Edit option.
  • Be sure to Save changes before exiting.


Reconfigure Printer Password

Locate the current printer in "System Settings" -> "Printers", open "Printer Properties" of this printer then in "Settings" tab click on "Device URI" to authenticate with your new password.

Remove Password(s) saved in Password Manager

Stored passwords in Ubuntu 'Unity' and 'Gnome' desktop environment are maintained by the Passwords and Keys (seahorse). Search for Passwords and Keys from Application or type command seahorse in Terminal to launch this application.
  • Locate the password(s) entry: e.g. for MPS print queue it will be engpwps001
  • Select (single-click) the entry to show the password, and select the Edit option.
  • Be sure to Save changes before exiting.

Still having problems with your zPass locking

If your account is locking frequently, you should thoroughly check all your computers, tablets and phones and and double check that every application that uses a zPass has been updated. Turn off stored passwords for applications you don't use frequently. This is probably the easiest way to fix the problem.

You can ask UNSW IT Services to check on what might be causing a bad password to be used. It may take them some hours to check this and they maybe able to identify the device that is causing the problem, however you may just get a message such as: "A device on Uniwide made several bad password attempts."

They may ask you to speak to an IT specialist so you will need to organise a time to do that. You will also need to bring all of the devices that might potentially be using a bad password to that meeting.

Last edited by robertd 29/06/2017

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password, zpass, locked, disabled, unlock