Can't able to login

[squallpang]

I am currently testing supportsuit running a trial version , when i login wothin the same LAN,it's got no problem , but if i login from the internet ip outside LAN, i just got redirect to the login page again(without say any error of password ), and i have othrer user try , some report that they can login , but with all the icon missing , is there something setting wrong?I have also send a email to your company sales asking for extend the period of trial and some other infomation yesterday, but i didn't get any respond yet, since today is last day of trial already and i got too many stuff need to test before purchase it , please reply as soon as possbile

[supportskins]

Are you on Kayako Hosted trial or the trial is installed on your server?

[squallpang]

i host on my iown server

[squallpang]

When i login though LAN within office , it's OK, but when i login though an internet ip from outside , the page just loop back to the login page without any error prompt out

[supportskins]

Open the config.php file found in the config directory of the software and change:

PHP Code:

/**
* DISABLE SESSION IP CHECKS
*/
$_SWIFT["disablesessionipcheck"] = false; 


to:

PHP Code:

/**
* DISABLE SESSION IP CHECKS
*/
$_SWIFT["disablesessionipcheck"] = true; 


That should fix the issue

[squallpang]

it is ok now , thx

[Viamaxima]

i have same problem. but this modification not work with me.
continue same problem: the page just loop back to the login page without any error prompt out

[craigbrass]

Has it always done this since you installed or has it occoured after an upgrade?

[supportskins]

Originally Posted by Viamaxima

i have same problem. but this modification not work with me.
continue same problem: the page just loop back to the login page without any error prompt out

Check your server error_log for any reported errors.

[Varun Shoor]

If the browser loops back to the login page without any errors then the issue has to do with your cookie settings (local or server).

The disablesessionipcheck should be used when you get session expired errors which log you out of the system.

Hope that helps.

Regards,

Varun Shoor

[Viamaxima]

Originally Posted by Varun Shoor

If the browser loops back to the login page without any errors then the issue has to do with your cookie settings (local or server).

My server says that is problem kayako (bug in Kayako)

Cookie settings local no, i test in differents pc and networks.

thanks

[supportskins]

There are a few more reasons for such an error, straight from the Kayako KB on how you can fix it:

1) Your Server Date is Incorrect: If your server date is not synced properly then it might result in constant Session Expired Due to Inactivity Errors, The resolution to this is to run the "ntpdate" command to sync the server clock. Example:

ntpdate clock1.unc.edu

OR

ntpdate www.otc.psu.edu

2) Your IP Changes Frequently: Dynamic IPs can also result in this error, You can disable the use of Static IPs by changing $disablesessionipcheck option under the config/config.php file

3) Your HEAP Table gets Flushed Automatically: For some unkown reasons the session table gets emptied on certain systems, the solution is to convert it from HEAP (Memory) to MyISAM (Disk Based) Table by running the following SQL Query:

ALTER TABLE `swsessions` TYPE = MyISAM;

4) You have some Cookie Crunching Software on your Desktop: This error can also be a cause of cookie crunching/clearing software installed with your web browser

5) Proxies & Web Accelerator: Google Web Accelerator and other proxies are also known to cause this issue