not able to reset DD password

Firstly, sorry if i am posting in the wrong sub forum.

I have a DD9300 with secadm ID that is locked. Last week i had engineer to reset the password however the reset actually is not successful. there were no error provided but the ID just not unlocked after all steps done. we were not able to attempt again as downtime is up. I need to check on why it is not working but not sure where to start. If anyone have any idea why it is not working or has this happened to you before, kindly share what you find.

Thank you in advance