If you have tried Methods 1-3, and the library still refuses admin access (and you have confirmed the display is responsive via the physical buttons), it is time to escalate.
Open a severity 2 ticket with IBM Support. Provide the output of show techsupport from the service CLI. Be prepared for a controller replacement.
If your library is configured with the default lockout duration (15 minutes) and not set to "Permanent Lockout":
⚠️ This resets all configuration (partitions, network settings, user accounts, alerts, licenses – but not drive firmware).
This is the gold standard solution when the admin account is locked. The IBM TS3310 has a physical service port that operates outside the standard admin authentication. ibm ts3310 admin account locked
Requirements: A laptop with an Ethernet cable, terminal emulator (PuTTY, Minicom, or SecureCRT), and physical access to the library’s rear or front bezel.
Step A: Locate the Service Network Port.
Step B: Connect and Configure.
Step C: Access the Service CLI.
Step D: Unlock the Admin Account via CLI. Once logged into the service shell, run the following commands:
# View user status
user show
If lock is temporary (e.g., 15 min):
Limitation: Does not work if library is configured for “manual unlock required.”
If Method 2 fails because the service password is also unknown, you can perform a hardware factory reset. If you have tried Methods 1-3, and the
Consequence: You will lose all configured settings (partitions, network IP, drive mappings). This is a last resort.
Navigate to: Security → Authentication → Local User Policy.
Use only if Methods 1 and 2 fail, and you have a backup of the library configuration.