TROUBLESHOOTING

Break glass for the local administrator account

This is the local administrator account you use as the appliance logon account. By default, the account name is btadmin, but you might have changed the account name during the appliance configuration.

Issue: There is a database issue where you cannot access the user account through BeyondInsight or Password Safe.

Solution: Open a ticket with BeyondTrust Technical Support for the emergency access procedure which allows a password change, so that you can connect to the appliance via RDP.

Issue: The local administrator account is locked out due to too many logon attempts.

Solution: Wait 20 minutes for the policy to unlock the locked account.