We often get cases where a person will pose a question such as “I just changed my password, but I still cannot login with the new password”, and they insist they know they are typing the correct password.
I’m sure you see this type of question or response throughout the forums.
The short answer is; there is an Intruder Lockout on their account.
- An Intruder lockout will automatically clear after 30 minutes of inactivity.
- The only indication you know your account might be locked with an Intruder Lockout, is when you know you are typing the correct password and get the message that says “Either the username or password is not recognized”.
- The most common cause of an Intruder Lockout is when someone changes their LDS Account password, and does not save their new password in their Gospel Library app.
The solution is to open the Gospel Library app, and go into the Settings page, then tap on their username and choose ‘Sign Out’. Next, tap ‘Sign In’, type the username and the correct password, and tap Sign In.
A background process attempts to connect to church servers every couple of minutes to backup or synchronize Notes and Annotations. It uses the username and password that was entered, when the app was first installed on their device. If their password changes, the app is now sending the old password (a wrong password), and after 15-20 minutes, will result in an Intruder Lockout. The background process to backup Notes and Annotations is only running while the app is open (on screen).
Unfortunately, there is no indication from the app that the sync failed. You will only see “Sync Failed” in Settings.