Page 1 of 5 123 ... LastLast
Results 1 to 10 of 50
  1. #1
    Join Date
    Feb 2009
    Posts
    861
    Plugin Contributions
    0

    Default User cannot log in nor reset password

    I am a little stumped.

    One user emailed me unable to log in: her password is not accepted.
    She tried to reset the password but never receive the email for it.
    She tried to create another account, but obviously was told her email was already in use.
    I changed the password for her using the Reset Password in the backend. It still didn't accept it.
    I checked the logs and nothing is recorded since about a week.

    I have no idea where to look or for what or how to help this customer.
    Any suggestion?

  2. #2
    Join Date
    Feb 2006
    Location
    Tampa Bay, Florida
    Posts
    9,622
    Plugin Contributions
    123

    Default Re: User cannot log in nor reset password

    In all likelihood she has something in her cache that is getting in before the typed password. Ask her to try a different browser or clear cache.
    That Software Guy. My Store: Zen Cart Modifications
    Available for hire - See my ad in Services
    Plugin Moderator, Documentation Curator, Chief Cook and Bottle-Washer.
    Do you benefit from Zen Cart? Then please support the project.

  3. #3
    Join Date
    Sep 2009
    Location
    Stuart, FL
    Posts
    12,399
    Plugin Contributions
    87

    Default Re: User cannot log in nor reset password

    Does the password that you set contain any "special" characters, i.e.: "<>&

  4. #4
    Join Date
    Feb 2009
    Posts
    861
    Plugin Contributions
    0

    Default Re: User cannot log in nor reset password

    Quote Originally Posted by swguy View Post
    In all likelihood she has something in her cache that is getting in before the typed password. Ask her to try a different browser or clear cache.
    She did clear her cache and she tried with a different browser. Didn't work.

    Does the password that you set contain any "special" characters, i.e.: "<>&
    Initially, the one i set for her had $, but the second time i tried, it was simple alphanumerical characters. Still no luck.

  5. #5
    Join Date
    Jul 2012
    Posts
    16,718
    Plugin Contributions
    17

    Default Re: User cannot log in nor reset password

    Quote Originally Posted by CaroleAs View Post
    I am a little stumped.

    One user emailed me unable to log in: her password is not accepted.
    She tried to reset the password but never receive the email for it.
    She tried to create another account, but obviously was told her email was already in use.
    I changed the password for her using the Reset Password in the backend. It still didn't accept it.
    I checked the logs and nothing is recorded since about a week.

    I have no idea where to look or for what or how to help this customer.
    Any suggestion?
    What logs? Is the location checked normally expected to have something for each customer, visit, or the like?
    ZC Installation/Maintenance Support <- Site
    Contribution for contributions welcome...

  6. #6
    Join Date
    Feb 2009
    Posts
    861
    Plugin Contributions
    0

    Default Re: User cannot log in nor reset password

    Quote Originally Posted by mc12345678 View Post
    What logs? Is the location checked normally expected to have something for each customer, visit, or the like?
    In the past, I was often directed to check the myDEBUG file when something was causing me issues, so I figured that MAYBE something was happening and would have been recorded there. It was just a wild guess.

  7. #7
    Join Date
    Jul 2012
    Posts
    16,718
    Plugin Contributions
    17

    Default Re: User cannot log in nor reset password

    Quote Originally Posted by CaroleAs View Post
    In the past, I was often directed to check the myDEBUG file when something was causing me issues, so I figured that MAYBE something was happening and would have been recorded there. It was just a wild guess.
    It's an appropriate place to look, just wanted to be sure to understand. I would have been significantly worried if you had said you checked the site's access logs and even this customer's attempt to login had not been logged there.

    Obviously you're able to login to the admin, have you attempted to login as a customer (other than as the one having the problem)? Are you able to create a new customer account from your own computer? Basically try to determine the breadth of the problem.

    It doesn't seem like it is session related because of the admin operation, but that probably shouldn't be ruled out.
    ZC Installation/Maintenance Support <- Site
    Contribution for contributions welcome...

  8. #8
    Join Date
    Feb 2009
    Posts
    861
    Plugin Contributions
    0

    Default Re: User cannot log in nor reset password

    Quote Originally Posted by mc12345678 View Post
    It's an appropriate place to look, just wanted to be sure to understand. I would have been significantly worried if you had said you checked the site's access logs and even this customer's attempt to login had not been logged there.

    Obviously you're able to login to the admin, have you attempted to login as a customer (other than as the one having the problem)? Are you able to create a new customer account from your own computer? Basically try to determine the breadth of the problem.

    It doesn't seem like it is session related because of the admin operation, but that probably shouldn't be ruled out.
    Yes, I can log in as a customer on the front end, no problem.
    Now, I tried something different. I changed her email to one of mine (in her profile) and using the password I had reset for her, I am able to log in without any issue. That confirms that it is not session related.

    Since she already cleared her cache, tried with a different browser, even a different device, what else may I suggest?

  9. #9
    Join Date
    Feb 2009
    Posts
    861
    Plugin Contributions
    0

    Default Re: User cannot log in nor reset password

    Testing more things. I was able to log in with my email in her profile and the password I set. I asked her to log in with the same credentials and she can't. So there is clearly something on her end, and it is not a ZC issue.

    In any case, if anyone has any suggestion for what I can offer her as steps, it would be great.

  10. #10
    Join Date
    Feb 2009
    Posts
    861
    Plugin Contributions
    0

    Default Re: User cannot log in nor reset password

    Weird question: can a user be blocked by ZC?
    She is able to log into other sites, even mine (hosted in the same place) but just cannot log into my ZC store, nor get password reset emails, etc.

 

 
Page 1 of 5 123 ... LastLast

Similar Threads

  1. Replies: 6
    Last Post: 2 Dec 2017, 11:10 PM
  2. v151 Cannot log into the admin page, or reset the password... any help?
    By brandi_jo in forum General Questions
    Replies: 3
    Last Post: 13 Jan 2014, 03:36 AM
  3. Cannot reset admin password
    By bishoptech in forum Customization from the Admin
    Replies: 23
    Last Post: 16 Feb 2012, 01:51 AM
  4. Cannot reset password
    By europod in forum General Questions
    Replies: 2
    Last Post: 27 Nov 2006, 04:47 AM

Bookmarks

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  
disjunctive-egg
Zen-Cart, Internet Selling Services, Klamath Falls, OR