This project simulates a real-world IT support incident involving a user account lockout combined with a secondary network connectivity issue. The objective was to identify root causes, restore user access, and verify full system functionality using proper troubleshooting methodology.
- Host OS: macOS
- Guest OS: Windows 11 (Virtual Machine)
- User Accounts: Administrator, jdoe
- Tools Used:
- Computer Management
- Local Security Policy
- Windows Settings
- Event Viewer
A standard user (jdoe) was unable to log in due to repeated failed authentication attempts. During investigation, a secondary issue was identified where the system’s network adapter was disabled, preventing network access after login.
The primary issue was an account lockout triggered by multiple failed login attempts. A secondary issue was identified where the network adapter was disabled, which would have prevented network access even after successful authentication.
The incident was handled by addressing authentication issues before network connectivity issues. Since a user cannot access network resources without successful authentication, the account lockout was identified and resolved first. After restoring login access, network configuration was reviewed and corrected to ensure full service restoration.
The account lockout condition was cleared using administrative privileges. After authentication was restored, the network adapter was re-enabled to resolve the connectivity issue.
The user was able to successfully log in after the account lockout was cleared. Network connectivity was verified by accessing external websites from the user account, confirming full service restoration.
- User Impact: User could not log in and had no network access
- Priority: High
- Primary Cause: Account lockout
- Secondary Cause: Network adapter disabled
- Resolution: Account unlocked and network adapter re-enabled
- Status: Closed – Resolved
Screenshots supporting each phase of the incident are located in the screenshots/ directory and include:
- Account lockout confirmation
- Root cause identification
- Network adapter disabled
- Account unlock
- Network adapter re-enabled
- User login verification
- Network connectivity restoration
- IT Support troubleshooting
- User account management
- Account lockout remediation
- Network troubleshooting
- Root cause analysis
- Incident documentation
- User verification and incident closure