Creating an Unlock Request

Follow this procedure if a user has access to the ActivID CMS User Portal. When ActivID CMS is configured, the length of time for which an unlock request is valid is set in the request_validity.properties file (located in %PROGRAM DATA%\HID Global\Credential Management System\Shared Files\services\repositories). The default is 10 minutes. If the user does not unlock the device before the request expires, then you must post a new unlock request.

  1. Go to the Help Desk Overview page.

  2. In the Cards, Virtual Smart Cards, or YubiKeys section, under Applications, click the Create Unlock Request next to the appropriate PIN application.

  3. Click Done. The Help Desk Overview page reappears. Now, you can view the pending request in the Requests table of the device.

    The user can unlock the device on the ActivID CMS User Portal.

    4. Note: When a virtual smart card is locked, it can be unlocked in the User Portal by clicking on the “Forgot your PIN?” link.