Inability to log in / track tickets

[nyk_user]

In our e-support, non of our customers are able to log in / track any of their tickets.

I have tested this myself and had my password sent to my email address and cut and paste it into the login box but still received the error of Invalid Username or Password.

Can anyone point me in the right direction?

[Jamie Edwards]

What version are you running, nyk_user?

[PeteV]

Perhaps this will help you:

I believe that in Admin CP > Templates > Manage Groups > Settings you will find Default User Groups:

Guest User Group
The user group that will be used (to enforce user permissions and settings) for guests who are not logged in. Registered User Group
The user group that will be used (to enforce user permissions and settings) for registered users who are logged in. Restrict Users Group
If enabled, only the users who are registered to the group specified in Registered User Group will be able to log into the client support interface. If disabled, a user who is registered to any usergroup will be able to login.

I hope that this helps.

[Sheep]

PEteV, that's not the problem, he can't login at all

[craigbrass]

What is the URL to your helpdesk so we can take a look?

[Jamie Edwards]

Originally Posted by nyk_user

In our e-support, non of our customers are able to log in / track any of their tickets.

I have tested this myself and had my password sent to my email address and cut and paste it into the login box but still received the error of Invalid Username or Password.

Can anyone point me in the right direction?

Please can you try removing the cookie for your site and trying again?

[nyk_user]

Originally Posted by craigbrass

What is the URL to your helpdesk so we can take a look?

https://www.secure-plus.net/service/...&group=default

First let me say thank you all for all of the responses so far.

I have included the URL for the Knowledgebase / Login screen

Also to clarify staff members (and administrators) can log in to see tickets and submit responses, however customers can not log in even when the automated response for the forgotten password has been sent.

I looked in the settings this morning under the adminstrator's login, but I could not find any paths defined, because I thought that it might be a problem as far as the correct path.

thanks agian I'll wait for a response.

[nyk_user]

Also let me add that we're running version 3.00.90

[Jamie Edwards]

I am sorry nyk_user, but even that version is before my (and a lot of us here) time.

I would strongly advise you consider upgrading to the latest version (I do not know if this will directly fix the issue you are having), but there are many stability fixes and critical security fixes that you do not have.

[nyk_user]

Originally Posted by Jamie Edwards

Please can you try removing the cookie for your site and trying again?

I have tried removing all cookies and internet temporary files, but that didn't seem to make any difference. After going through the processing screen it still came up with the box on the upper left hand side that says " Invalid Username or Password"

[Sheep]

Is your user account validated? (staff pannel)

[nyk_user]

Yes I have gone through the staff panel and found my own e-mail address and then saw the orange "validated" icon next to it.