This issue may be a result of mismatched cryptographic information. The application uses cryptographic keys stored on each webapp server to encrypt and decrypt credentials. If the keys with which database credentials were encrypted are missing then access will be blocked, and the account may become locked. If the matching keys cannot be reinstated then new keys should be generated and the credentials cleared so that they can be re-entered:
- Stop the installation, including EAE
- Delete the master encryption system properties:
2a. Backup the jiveProperty table
2b. run this query: delete from jiveProperty where name ilike 'jive.master%';
If these steps do not resolve the issue, go ahead and open a support case within your Secret JiveWorks Group, and a support worker will help you with this process.