First determine what is locked and whether the event is limited to one account or device. A routine sign-in lockout, a user locking a screen while away, an administrator change that blocks access, and a suspected cyberattack require different responses. If multiple systems are affected or unauthorized changes are possible, activate your incident-response plan, contain the activity without needlessly shutting systems down, and preserve evidence.
Identify what “locked” means
Do not assume an employee acted maliciously. NIST distinguishes ordinary access controls from sabotage: organizations may configure accounts to lock after unsuccessful sign-in attempts, and users may lock devices temporarily when stepping away. NIST also gives changing administrative passwords to prevent system access as an example of employee sabotage, but that example does not establish what happened in any particular case. See NIST SP 800-12 Rev. 1.
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- One account or device: Check whether an account is locked after failed sign-ins or a device is simply at its normal lock screen. Follow the approved identity-provider, directory, or endpoint recovery process.
- Administrative access changed: Find out whether an authorized administrator changed a password, permissions, or configuration, and whether other administrators can still access the system.
- Several systems or services affected: Treat the broader impact, unexpected changes, or signs of continuing unauthorized access as a potential security incident until the facts are clearer.
Establish what is affected, who can still access it, when the change happened, and whether other accounts or services are involved. These details help distinguish a normal lockout or administrative error from compromise or deliberate disruption.
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problemsRespond first without destroying evidence
- Activate the incident-response plan. Assign an incident lead and notify the IT or security, management, HR, legal, and continuity contacts specified in your plan. CISA recommends defining crisis-response contacts and responsibilities across technology, communications, legal, and business continuity in its #StopRansomware Guide.
- Document the scope and timeline. Record affected devices, accounts, services, network segments, users, observed changes, and when they occurred. Keep a time-stamped log of response actions and who performed each one.
- Contain suspected compromise promptly. If unauthorized or destructive activity is plausible, coordinate isolation of affected systems to limit further access. CISA advises: “Determine which systems were impacted, and immediately isolate them.” If several systems or subnets appear affected, taking the network offline at the switch level may be appropriate. Coordinate this with responders, and use out-of-band communications if normal channels may be compromised.
- Preserve evidence. Capture relevant logs; qualified responders may also collect system images and memory. Do not power down reflexively: volatile memory can contain infection artifacts and other evidence. CISA recommends powering down only when systems cannot be disconnected or the network cannot be temporarily shut down.
- Secure access through authorized administrators. Follow established incident and personnel procedures. Review privileged accounts, remote access, identity services, and recent administrative changes; protect logs from alteration or deletion.
- Coordinate any employee-access decision. If employee involvement is suspected, work with HR, management, physical security, and counsel on technical controls and timing. NIST discusses disabling infrastructure access in the context of termination, while CISA advises planning suspension or termination actions for a safe outcome, stopping physical or logistical access, and accounting for legal constraints. The appropriate action depends on the facts, policy, and applicable law.
Choose the response that matches the scope
| Situation | Response | Key consideration |
|---|---|---|
| Routine lockout affecting one account or device | Use approved identity or endpoint administration and the organization’s normal recovery process. | Confirm the lockout is limited and that no unauthorized configuration or access changes occurred. |
| Suspected compromise or sabotage | Manage it as an incident: coordinate containment, preserve evidence, assess broader access, and involve appropriate internal responders. | Consider the reach of continued access and the effect of isolation or shutdown on evidence and essential services. |
Investigate the cause and reach
Correlate identity-provider and directory logs with endpoint and network alerts, administrator activity, password and permission changes, and relevant physical-access records. Build a timeline and check whether the event spread beyond the first affected device or account. CISA recommends enabling and centralizing logs and protecting them against unauthorized access or deletion in its Insider Threat Mitigation Guide.
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Use the evidence to determine whether this was an unsuccessful-logon lockout, an ordinary device lock, a configuration or administrative error, account compromise, ransomware, or intentional sabotage. The fact that a device or account is locked does not by itself identify the cause.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Recover only after triage
Regaining access is not enough to show that a system is safe to return to production. Triage affected systems, prioritize restoration according to the criticality of services, and restore from a clean, known-good process. CISA recommends keeping offline backup copies and prioritizing recovery based on criticality. Keep a record of response actions and preserve evidence; seek qualified incident-response or digital-forensics help when your team lacks the capacity to investigate or recover safely.
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Offline backup storage is a preparation measure, not a remedy for an active lockout. CISA identifies physically separate storage as one possible location for backup copies. Organizations should choose backup protections and recovery practices appropriate to their needs, including access controls, encryption, and tested recovery procedures.
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