Cannot login with domain credentials

Verify your username format

Enter your credentials using the format that matches your account type:

• On‑premises Active Directory: DOMAIN\username (e.g., ACME\john.smith)
• Azure AD / cloud‑only accounts: user@company.com (User Principal Name)

Tip: If you are unsure which format to use, contact the IT Service Desk.

Check keyboard settings

• Ensure Caps Lock is off (press it to toggle).
• Num Lock only affects entry from the numeric keypad; it does not change password validation. Verify that you are using the correct keys.
• Try typing your password in a visible text field (e.g., Notepad) to confirm the characters you are entering.

Confirm multi‑factor authentication (MFA) status

If your organisation requires MFA/2FA, verify that the authentication app or hardware token is working correctly.

• Open the MFA app and ensure the time is synchronised.
• Resend the verification code if you did not receive one.
• Check that your contact details are up‑to‑date in the built‑in Windows security features portal.

Smart‑card, Windows Hello, or biometric login issues

• Make sure the smart‑card is inserted correctly and the reader is functional.
• For Windows Hello, confirm that the camera or fingerprint sensor is clean and recognised.
• Re‑enrol the biometric data if the device reports a failure.

Verify device domain‑join status

Ensure the computer is correctly joined to the domain:

• Open Settings → About → Domain or workgroup and confirm the domain name is displayed.
• Or go to System → Advanced system settings → Computer Name tab and verify the domain membership.

Tip: If the device is not joined, contact IT for re‑joining assistance.

Check network and DNS connectivity

• Ping a domain controller (e.g., ping dc01.company.com) to confirm network reachability.
• Run nslookup dc01.company.com to verify DNS resolution.
• If you are remote, ensure the VPN connection is active. See Connecting to company network remotely for guidance.

Verify account status

Accounts may be disabled, expired, or locked out due to policy violations.

Tip: Contact the IT Service Desk to confirm the account’s status and request an unlock or re‑activation if required.

Ensure date, time and time‑zone are correct

For guidance on keeping Windows up to date, see How to update Windows.

Check for cached credentials

Reset your password

Choose the appropriate option:

• Option A – Use the password‑reset portal: Go to Password reset process and follow the prompts.
• Option B – Contact IT: Open a ticket and request a password reset.

Check for account lockout

Verify network connectivity for remote logins

For remote access, ensure you are connected to the company network via VPN.

See Connecting to company network remotely for detailed steps.

Check for password expiry

If your password has expired, you will see a “Password expired” message at login. Follow the reset prompts and create a new password that meets the complexity requirements:

• At least 8 characters
• Mix of upper‑case, lower‑case, numbers and symbols
• Not a recent password

Computer domain‑join issues

If this is a new computer or has been recently reset, it may need to be re‑joined to the domain. Contact IT for assistance; you may need to be on‑site.

Additional troubleshooting resources

• Cannot access shared network drives
• Cannot access SharePoint site