From Swivel Knowledgebase Wiki

Contents 1 Overview 2 Prerequisites 3 Symptoms 4 Solution 4.1 Required Steps

Overview

This article describes how to regain admin access when all available admin accounts are locked, by setting the login back to shipping mode, the user can then set the system back to their own database, retaining all the user accounts.

Prerequisites

• PINsafe is running and an admin login screen is available

• Access to the Administration Console

• PINsafe appliance 2.0.10 or higher

• Scheduled downtime during recovery process

Symptoms

Cannot login to the PINsafe admin console through any admin accounts

Solution

Required Steps

The following steps need to be undertaken;

1). login to the appliance admin console (Note: not the PINsafe Administration Console)

2). Select Advanced Options

3). Select PINsafe

4). Select PINsafe DB to Shipping

5). Enter Y to confirm resetting PINsafe DB to shipping

6). Restart Tomcat

7). Login to the PINsafe administration console with the following credentials:

• Username: admin
• Password:
• PIN: 1234

8). Set the database back to the required database under Database/General, then click Apply.

9). Ensure a user with administrator rights exists, and the PIN number is known, the account is unlocked. If no password is set, ensure the password is blank by setting a blank password. See Administration login

10). Verify login from another PC, or a browser from another vendor. Check PINsafe logs if any errors occur.