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  1. #1
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    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
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    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.
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  3. #3
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    Default Re: User cannot log in nor reset password

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

  4. #4
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    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
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    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
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  6. #6
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    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
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    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
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  8. #8
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    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
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    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
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    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.

 

 
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