Common Problems

Common Problems - Logon

Password Restrictions Changed Effective 03/19/2007

Must be at least 8 characters
Cannot be more than 40 characters
Must contain both letters and numbers
Is case sensitive

For further information concerning password restrictions, see Password Maintenance Online Help.

Please click on your specific problem below for assistance.

When I enter my personnel number and password to logon, I receive message "User authentication failed."

When I enter my personnel number and password to logon, I receive message "Account Locked."

When I click on a shortcut or favorite for LEO that worked in the past, I receive message "Page cannot be displayed."

When I click on Password Maintenance, I get a blank screen.

When I type in the answer to my personal question, I receive the message "Answer did not match information on file. Please retry."

After several attempts to answer my personal question, I received the message "Your account is disabled due to invalid logon attempts. Please contact customer service at 225-342-2677."

When I type in my date of birth and last 4 digits of my social security number, I receive message "Data mismatch, Please try again."

When I click on the "Submit" button after typing in my new password that I have selected, I receive message "Password not allowed."

When I log into Password Maintenance, I cannot make the drop down menus on the birth date work and they look funny.

When I log into LEO, I do not see my information. Instead I get a blank screen with my name displayed at the top.

When I log into LEO, I do not see any page within LEO displayed. Instead I get a screen with the message "Page cannot be displayed."

When I enter my personnel number and password to logon, I receive message "User authentication failed."

Verify and reenter your personnel number and password. If after the third attempt, you still receive this message, click on the Password Maintenance option to answer your personal question and store a new password. Then you can use the new password to logon to LEO.

	Click the link to access Password Maintenance	Password Maintenance

Note:	If asterisks are automatically displayed in the Password field when you enter your personnel number, you have previously selected the option to store your LEO password. You will need to clear the stored passwords on your computer before entering your new password.
	open an Internet Explorer window click on Tools and select Internet Options from the dropdown click on the Content tab on the Internet Options pop-up box click on the Auto Complete button click in the box to the left of User Names and Passwords on Forms to deselect this option on the Auto Complete Settings pop-up box click on the OK button to close the Auto Complete Settings pop-up box click on the OK button to close the Internet Options pop-up box

When I enter my personnel number and password to logon, I receive message "Account Locked."

Click on the Password Maintenance option to answer your personal question and store a new password. Then you can use the new password to logon to LEO.

	Click the link to access Password Maintenance	Password Maintenance

Note:	If asterisks are automatically displayed in the Password field when you enter your personnel number, you have previously selected the option to store your LEO password. You will need to clear the stored passwords on your computer before entering your new password.
	open an Internet Explorer window click on Tools and select Internet Options from the dropdown click on the Content tab on the Internet Options pop-up box click on the Auto Complete button click in the box to the left of User Names and Passwords on Forms to deselect this option on the Auto Complete Settings pop-up box click on the OK button to close the Auto Complete Settings pop-up box click on the OK button to close the Internet Options pop-up box

When I click on a shortcut or favorite for LEO that worked in the past, I receive message "Page cannot be displayed."

Verify the web address for your shortcut or favorite is correct by opening the properties.

If a Shortcut, right click on the icon and click on Properties from the pop-up.
If a Favorite, right click on the link and click on Properties from the pop-up.
When the Properties pop-up box is displayed, the web address in the box to the right of url: should be https://leo.louisiana.gov/ .
If the address has anything else displayed (i.e., default1024.asp is displayed at the end of the address), correct it appropriately and click on the OK button.

When I click on Password Maintenance, I get a blank screen.

On a non LEO web page, in the top tool bar go to Tools - Internet Options - Privacy (or Security) and insure that the level is set at Medium or lower.

When I type in the answer to my personal question, I receive the message "Answer did not match information on file. Please retry."

Wrong answer to personal question. Remember the answer must be at least 4 characters long and cannot contain any spaces.

After several attempts to answer my personal question, I received the message "Your account is disabled due to invalid logon attempts. Please contact customer service at 225-342-2677."

After three (3) unsuccessful attempts to answer your personal question correctly, your userid will be disabled.

Either click on the link to submit a request to have your Personal Question reset and complete the form or call the ISIS Help Desk at 225-342-2677.
A member of the ISIS Help Desk staff will verify your identity. They will then reset the personal question that you previously stored.
At this point you may access Password Maintenance again and store a new personal question and answer.
Remember the answer must be at least 4 characters long and cannot contain any spaces.

When I type in my date of birth and last 4 digits of my social security number, I receive message "Data mismatch, Please try again."

The birth date you selected or the last 4 of your SS# does not match what is in ISIS HR. Contact your Human Resources office to correct.

When I click on the "Submit" button after typing in my new password that I have selected, I receive message "Password not allowed."

Carefully check the password restrictions listed on the page.

When I log into Password Maintenance, I cannot make the drop down menus on the birth date work and they look funny.

You are using some other browser, probably Netscape. You must use Internet Explorer (IE), version 5.5 or higher. To download the latest version of IE, go to 'Help', found in the dark blue bar in the lower part of the page, and download from provided link.

When I login to LEO, I do not see my information displayed. Instead I get a blank page with my name displayed at the top.

Verify the following Internet Explorer versions, service packs and security settings:

Internet Explorer 7.0. Users attempting to use a lower version of Internet Explorer or without the appropriate service packs will need to have the required version installed prior to accessing LEO.
Internet Tools Security Setting - Medium or lower is required. The security setting may be lowered by:
- close your LEO session
- open a new Internet Explorer session with a non LEO web page displayed
- in the top tool bar move your mouse over Tools and click on Internet Options in the dropdown list.
- click on the Privacy (or Security) tab to insure the level is set at Medium or lower. If security setting is higher, right click on the link and click on Properties from the pop-up.

When I login to LEO, I do not see any LEO page displayed. Instead I get a screen with the message "Page cannot be displayed."

Verify the operating system that is installed on your computer. Windows 95, Windows 98 and Windows NT will not allow you to access the LEO system due to security upgrades. In order to access LEO using this computer you will need to upgrade to a more recent operating system such as Windows 2000 or Windows XP.