Customer log in problems

[gsdcypher]

ZC 1.5.0 - It seems like every single day I get a customer that cannot log into their account. This can be someone with an old account or someone that just created an account. This is on PC and Mac. This is with their password and the new password they request from the system.

However, I am able to log in to their account using their password. And we go through the litany of possible causes and solutions: passwords are case sensitive, make sure its a number and not a letter, make sure there are no extra spaces, copy and paste it from the email, clear your cache and restart. We go round and round, but they still cannot log into their account (and I usually still can)... I would say user error, but it happens waaaay to often and to different people.

Is there a known bug or problem? Is there some kind of update, code fix or even password replacement?

Thx

[lhungil]

I've not seen any issues exactly the same as this... But it would be awesome if steps could be found to duplicate this issue consistently...

Out of curiosity
Which browser is this occurring on? Do these customers have any "add-ons" installed in their browser to "remember passwords"? Has the customer disabled cookies? What "protection software" is installed? Is the "protection software" blocking tracking cookies or filtering web sites? Have the accounts become "locked out" from too many bad attempts?

[gsdcypher]

I have not been able to nail down any specific cause. To the people it happens to, it happens on PC and Mac and IE and FireFox and Chrome. But I have not asked about cookies, protection software, or add-ons. The reply I usually get to any attempt at further inquiry is that they don't have problems any where else...

How can I tell if the accounts have become "locked out" from too many bad attempts? Is there a reset for that?

[DrByte]

How can I tell if the accounts have become "locked out" from too many bad attempts? Is there a reset for that?

Simple: there isn't any such lockout.

[lhungil]

Simple: there isn't any such lockout.

My bad, was thinking about the admin login page's lockout for some reason!

[gsdcypher]

I didn't think there was a lockout. OK so what could be the cause?

DrByte... What could cause a customer to not be able to log into their account (assuming they are using the correct password with no extra spaces before or after)?

[DrByte]

Simple: sessions aren't working (which is evidenced by not being able to add-to-cart or create-new-account either), or password is wrong.

It all raises the question: what are ALL the ways in which your store's code is different from original ZC distribution code? Those are the places to start looking. http://www.zen-cart.com/wiki/index.p...Obscure_Issues Then look at how all your admin configuration settings are different from original distro too.

[gsdcypher]

Thanks. The curious things is that they are able to add to cart, create an account and successfully checkout initially. It is only when they go back, say the next day, and try to log into their account. They are unable to. And even after they request a new password they are still unable to log in with the new password. But I can... so I don't think it is the code... And they swear (literally) they are entering the password correctly (with no extra spaces).

Assuming the code is not the problem and that they are entering the password correctly, is there any other possible issue anyone can think of that would cause this? Like browser setup, cookies, etc? I am out of ideas...

[DrByte]

Again, in what ways is your site different from original ZC code? ie: customizations, plugins, and so on

And, are all those customers using the same ISP, perhaps?
Are they all coming to your store from a common source? ie: from a newsletter ad?

Is it a COWOA thing? Your other threads suggest you have that and other modifications to your site.

clear your cache and restart.

Are you having them clear *cookies* too?

[gsdcypher]

Just looking at the the most recent incidents, two have comcast, one has qwest and one has pacbell. So different ISPs.
They are not coming from an ad, just going direct to the site.
Hmmm, no I did not tell them to clear cookies. My bad. Maybe that's it. Maybe they entered it incorrectly which was stored and it is not accepting any corrections on subsequent attempts??? That seems like a likely culprit.. right???
Thanks!