Global Neonatal Database - "User locked, please create a new session."

Reported Issue: 

When trying to "Log In" to the Global Neonatal Database Application, an error message appears saying:
User locked, please create a new session.



  1. Change your password if necessary (at
  2. Open the application
  3. Click on "Connect Account"
  4. Enter your email address and password.
  5. You will be brought back to the application log in screen. Enter your email address and password one more time and click "Log In"

This video shows you the steps: Connect Account


Root Cause: 

Your application stores your email address with your Vermont Oxford Network password allowing you to use the application even when you don't have internet access. For your application to be able to store your email address and password, it has to connect with your VON account. Using the "Connect Account" button does this.

If your password is incorrectly entered five times, your account is locked from using the "Log In" button until you can successfully log in after using the "Connect Account" button.