Soft Lock-Out Utility

Guide on how to understand and handle the soft lock-out utility


  • You are currently off-campus 
  • Can't log in to Canvas while off-campus 
  • Can't log in to Email while off-campus 
  • Can log in to Wings while off-campus  

How to unlock your account: 

  • Please verify you are experiencing all the symptoms above.
  • Please go to our password reset page at to obtain your public IP address found at the bottom of the page next to Your public IP Address is: <your public IP address>. 
  • Please use your personal email to contact the Eagle Help Desk at in the following format: 
    • Subject: Please white-list <your public IP address
    • Body:  Please white-list <your public IP address> for UWL NetID <your UWL NetID>
  • Alternatively, please contact the Eagle Help Desk at 608.785.8774 and request that your public IP address be white-listed. 


How to access your accounts while you are still experiencing a soft lock-out: 

It is still possible to access your UWL email/canvas/organizational accounts while off-campus during a lock-out by using a Virtual Desktop. 

  • Please go to
  • Select "VMware Horizon HTML Access". 
  • Enter your netID and password.  Select "Login". 
  • Select "General Desktop". 
  • Your web browser is now acting as a campus computer.  Wait until you see a normal desktop in your web browser window.  This may take several minutes. 
  • In your web browser window, open Google Chrome.  Go to 
  • You will now have access to any locked-out accounts. 


How does the soft lock-out work?

  • The soft lock-out occurs when your IP address is recognized as being malicious.  
  • This tool is in place to protect our university accounts from "brute force attacks", where an attacker tries to guess a password by continuously sending authentication requests.  
  • The soft lock-out tool restricts access to your account after 6 bad attempts 
  • The soft lock-out, however, only affects services that authenticate through ADFS, which are anything that has you log in with your "organizational account" (Canvas, Email, Support.uwlax, etc).  



Keywords:locked,email,canvas,locked out, can't access, organizational, organizational account, account, unlock, ip, address   Doc ID:89062
Owner:Brandon H.Group:UW-La Crosse
Created:2019-01-14 11:08 CDTUpdated:2019-11-20 12:08 CDT
Sites:UW-La Crosse
Feedback:  1   3