Locked user list

L1 Bithead

Locked user list

I've been getting this error for a user on our Captive portal:

User 'neoguest' failed authentication.  Reason: User is in locked users list From:

I've searched how to unlock the user but I haven't found any info on that.

Can anyone send some info on how to unlock this user because I tried deleting and recreating the same user but the error is still present.

Best regards,


L5 Sessionator

Re: Locked user list

Under Device->Authentication profile, the last column will list locked users. Please select the user  'neoguest' and unlock him/her.

L1 Bithead

Re: Locked user list


I have a locked user I am unable to unlock hil. I can see him in WebUI but when I click on his name nothing happens.

What can I try else ?



L4 Transporter

Re: Locked user list


What version of PanOS are you running?

There have been a few issues removing users from locked list. The fixes are described in the release notes (bug 43665, 44805, 47387)  with the most recent is fix in 4.1.12/5.0.3.

Do you have the same issue with all browsers(IE/Chrome/Firefox)?

If the user is locked out of GP Gateway they can be cleared from CLI:

> request global-protect-gateway unlock

- Stefan

L1 Bithead

Re: Locked user list


I was using 5.0.0 and had the problem with IE and Firefox.

I even get a debug capture which only says

<response status="success"><result><response status="error"><result>User could not be unlocked.

Please check the authentication profile and/or the authentication sequence for this user.</result></response></result></response>

I have done 2 things, upgraded to the last version and rename a local group with the same name of the NetBIOS name of a Windows domain I was authenticating from

the problem disappear

Sorry for disturbing

Have a nice day


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