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Password Issue

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Password Issue

Post by David1501 on August 21st 2015, 2:43 pm

One of our members is having a strange password issue:

"Every few days I get logged out by forumotion and apparently my account is deactivated because I cannot log in using my current password. So I have to request a new password and start over again.I just had to do that again today, fourth time. It is frustrating me!"

I am not sure why that happens. The discussion thread is here:
http://bachchat.forumotion.com/t692-log-in-problem

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Re: Password Issue

Post by brandon_g on August 21st 2015, 3:26 pm

Hello,


I read the topic you referred to, let me see if I understand correctly, the user is logged out every few days on his/her ipad, only on her ipad. Correct? Had he/she tried viewing the forum from any other device(s)? If so has he/she had the problem on those devices? Is he/she the only one on the forum having the issue?


-Brandon


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Re: Password Issue

Post by David1501 on August 21st 2015, 3:43 pm

I'll go to ask the user to confirm if this is indeed what she has been doing. She appears to be the only person who is having this issue as I have not heard similar reports from anyone else.I am wondering if you don't log out everyday on your device, the board will reset your password (or deactivate your account) automatically.

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Re: Password Issue

Post by brandon_g on August 21st 2015, 3:53 pm

Ok let us know!


That shouldn't be the case, if it is only that device, maybe the device is auto logging them out. May you try asking them if they are putting their password manually by hand or if they are using an auto save password feature? If the latter is the case, maybe the thing is remmebering the wrong password or changing it for some odd reason, therefore making them put in the wrong password without them realizing it. If that is the case, please ask them to try entering the password by hand manually and see if it works.


-Brandon

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Re: Password Issue

Post by David1501 on August 21st 2015, 6:15 pm

I checked with her and she wrote back: "when I am logged out it is on all devices. I don't log out every day as I check the forum several times a day. Do you think I should make a point of logging out every night?"

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Re: Password Issue

Post by brandon_g on August 21st 2015, 6:46 pm

Ok, she is aware that Forumotion does a monthly server cookies dump, this means every month atleadt once a month, the server will wipe itself clean of cookies which will make everyone be logged out.


Have you asked her if she manually puts in her password or if she used a remmeber 0assword feature?

-Brandon


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Re: Password Issue

Post by David1501 on August 21st 2015, 7:12 pm

From her: "I have been entering my password manually as it crossed my mind that there could be a slip up using an auto save password. As I said the only way I can log in after getting the heave ho is to get a new password and re-activating my account."


So I guess her account gets deactivated for some reason.

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Re: Password Issue

Post by SLGray on August 21st 2015, 8:20 pm

Please use the default text size.


When your topic has been solved, ensure you mark the topic solved.
Never post your email in public.


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Re: Password Issue

Post by brandon_g on August 21st 2015, 9:12 pm

@David1501 wrote:From her: "I have been entering my password manually as it crossed my mind that there could be a slip up using an auto save password. As I said the only way I can log in after getting the heave ho is to get a new password and re-activating my account."


So I guess her account gets deactivated for some reason.


Hmmm... Wierd! Well then tell her to try logging out every night then before she is done for the day on the forum. Has she tried clearing her cache and cookies before re logging in again? May help.



David, you as an admin, have seen her account go into the de activated list? This will be in the same area of the ACP you would go to to activate a new account manually. There will a tab thay says 'de activated' if you click that tab there wi be a list of any de activated users. If her account is indeed being deactivated for some reason, her account should appear in that tab. Have you ever seen it there?

-Brandon

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Re: Password Issue

Post by David1501 on August 21st 2015, 9:51 pm

@brandon_g wrote:
Hmmm... Wierd! Well then tell her to try logging out every night then before she is done for the day on the forum. Has she tried clearing her cache and cookies before re logging in again? May help.

David, you as an admin, have seen her account go into the de activated list? This will be in the same area of the ACP you would go to to activate a new account manually. There will a tab thay says 'de activated' if you click that tab there wi be a list of any de activated users. If her account is indeed being deactivated for some reason, her account should appear in that tab. Have you ever seen it there?

-Brandon
I will tell her that. I have checked the "deactivated" area, but have seen nothing so far. Maybe it is an isolated issue. Or perhaps she has some kind of virus on her computer/iPad that would cause this.

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Re: Password Issue

Post by brandon_g on August 21st 2015, 10:06 pm

Maybe, either way it seems to be her end. Just tell her to do that.


The other thing you could try is reschronizing her account and see if that helps. That can be done in ACP-->General-->Configuration--> scroll down and you will see reschronize a user.


-Brandon


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Re: Password Issue

Post by David1501 on August 24th 2015, 7:28 pm

Latest from same user: "When I attempt log in on theiPadI don't get any message at all. It just won't let me log in. I haven't logged out on any other devices (might not get back in). I was still logged in on the PC last night, haven't looked this morning. I have tried every password I ever had to no avail. When I use an old password I get an invalid password message."

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Re: Password Issue

Post by brandon_g on August 24th 2015, 8:32 pm

There doesnt seem to be anything more thing more can do to try and help her.


There is a way we can test to see if it is her account or her devices creating the problem. David, can you reset the password to her account, like a test password, log out, try to login using her account and see if it works. If it does, it means its her devices that are the problem, not her account (meaning there nothing we nor you nor anyone can really do to help her, because its a device issue which she will just have to figure out how to sort). If it doesn't it could be an account issue and then maybe we can try a couple more things. Then after the test, log out of her account and you can then reset her password for her or whatever you want to do about her issue. Post the results back here.

-Brandon


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Re: Password Issue

Post by David1501 on August 24th 2015, 8:54 pm

@brandon_g wrote:There doesnt seem to be anything more thing more can do to try and help her.


There is a way we can test to see if it is her account or her devices creating the problem. David, can you reset the password to her account, like a test password, log out, try to login using her account and see if it works. If it does, it means its her devices that are the problem, not her account (meaning there nothing we nor you nor anyone can really do to help her, because its a device issue which she will just have to figure out how to sort). If it doesn't it could be an account issue and then maybe we can try a couple more things. Then after the test, log out of her account and you can then reset her password for her or whatever you want to do about her issue. Post the results back here.

-Brandon
I'll try that. I am just puzzled why her password seems to evaporate after she is logged in on her iPad for an extended period of time. (and her account seems to automatically deactivate)

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Re: Password Issue

Post by brandon_g on August 24th 2015, 9:38 pm

Ok, well run that test and let us know of your results.


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Re: Password Issue

Post by David1501 on August 25th 2015, 2:32 pm

Report: I created a test password for her account and then logged into her account with the test password using both my iPad and my regular computer (an iMac), and I encountered no problems. She then reported that she cannot log into her account anymore last night. So this morning I logged into her account again using the same test password on an iMac and had no problem. I am pretty sure there is something wrong at her end. I am now asking her if she is having trouble on her iPad or her regular computer at home. (Perhaps there is a possibility that something is wrong with her browser or network settings?)

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Re: Password Issue

Post by brandon_g on August 25th 2015, 3:18 pm

Yeah, it is looking definitelly like something on her end. In which case we are powerless to help her (both us and you) and she must find out what the issue is and fix it.


I almost 99% sure it is issue on her end. Very Happy


-Brandon


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