The Smartphone Password Update

The Network: Financial institution

The Expectation: Providing access to email via personal or company provided smartphones boosts productivity.

The Catch: Hundreds of logon failures causing account lockout and associated password reset tasks; frustration for the user, work for the help-desk.

The Find: Passwords are set to expire every 90 days; user gets reminded on the desktop and changes the password but neglects to update the smartphone which then tries repeatedly to logon, fails and causes an account lockout.

The Lesson: User education is a good investment.