Invalid Username or Password with AD

[slarson]

Here is a copy of support that I was given for this issue.....I have modified the username of the tech who "helped" and any usernames and passwords. The ticket that is referenced here was found by the person assigned to the ticket to have no issues with my settings about 10 minutes after this live chat. But it still will not work. I am using version 3.04.10. If anyone in the forums could help, I would appreciate it.

Online Tech: Hi, how can I help you?
Larson, Stephen: hi
Larson, Stephen: I am having AD loginshare issues when trying to sign in to support as a user. I keep getting invalid username or password.
Larson, Stephen: I have already open up a ticket and have not heard back from support since yesterday
Larson, Stephen: Can someone check my setings?
Neha Arora: Please provide me with the ticket ID.
Larson, Stephen: ???-######
Online Tech: Please provide me with the ticket ID.
Online Tech: Your ticket is being looked in to by the concerned person.
Larson, Stephen: Do you know when that person will be getting back with me?
Larson, Stephen: I d not see them logged into my site
Online Tech: Sorry, I can not give you the exact time.
Larson, Stephen: Can you log into my site?
Online Tech: Please give me the URL.
Larson, Stephen: http://domain.com
Larson, Stephen: You can try username = ******* password = *********
Larson, Stephen: For a user account
Online Tech: It is saying Invalid username and password.
Larson, Stephen: exactly
Larson, Stephen: why?
Larson, Stephen: that user is a valid AD user and that is the correct password for that user
Online Tech: Just hold on.
Larson, Stephen: ok
Online Tech: Give me your Kayako members Area username and password.
Larson, Stephen: *********
Larson, Stephen: *********
Online Tech: The problem is that it is giving invalid username and password error. Is that right?
Larson, Stephen: yes
Online Tech: Just hold on,
Larson, Stephen: ok. Thanks for looking into it
Online Tech: Please give me your Staff CP URL and access.
Larson, Stephen: http://domain.com/staff/index.php
Larson, Stephen: username = ********
Larson, Stephen: password = *********
Larson, Stephen: There is a space at the end of the password
Online Tech: Okay
Online Tech: Please wait now.
Larson, Stephen: ok
Online Tech: It is saying invalid username and password here also.
Online Tech: Password is case sensitive?
Larson, Stephen: !yes
Online Tech: No, it is not accepting these login details.
Larson, Stephen: sorry. the password is *********
Larson, Stephen: With a space at the end
Online Tech: Yea, now it worked.
Larson, Stephen: great
Online Tech: Kindly hold on.
Larson, Stephen: sure. not a problem
Online Tech: The thing is
Online Tech: You are using integration with LDAP.
Online Tech: Which means that the same username and password should work here also.
Online Tech: Please first check these login details on MLDAP and check if it is working there.
Larson, Stephen: I am able to sign on to a local system here with ******* using AD to authenticate
Larson, Stephen: But not through the website
Larson, Stephen: I am able to telnet to port 389 from the DMZ to our local DC
Online Tech: The login details that you are trying to use are not stored in our database.
Larson, Stephen: right. THey are stored in our AD server
Larson, Stephen: isn't that the point of using LDAP loginshare?
Online Tech: Do you have a Support ticket with the same issue?
Larson, Stephen: yes
Larson, Stephen: ???-######
Online Tech: Okay. Just going to forward it to the concerned person and he will get back to to you.
Online Tech: Sorry, I can not help you further.
Online Tech: Our technical staff will get back to you shortly.

[slarson]

Just to update everone on this.

I still have no answer from support on this.

I keep getting the same resonse: "We will have this resolved today"

That was last week.....

[supportskins]

I do not suppose all Kayako techs are aware of how AD works. I suggest you email the TicketID to varun AT kayako.com. He should be the best person to help you around.

[slarson]

I understand that the first level support members are not experts on AD. But why can't they just tell me that they do not know. If you knew to contact varun, why didn't they?

[slarson]

I am still getting the same response from "support"....nothing.

[supportskins]

Did you contact Varun as I earlier suggested? I suppose they did suggest that they shall forward the issue to the concerned person. Again, try emailing the issue with your TicketID directly to Varun, he should be able to help you out. I also believe he has a debugging tool for AD issues which he can provide it to you. HTH

[sureshkumar.mr]

Try this.. which I had posted long back...

-----------------------------------------------------------------------
Whenever users sends an email to support, user account is created in table "swusers" .
This happens when we enable email queue. The email id is updated in "swuseremails" table.

If the same user tries to login to eSupport or SupportSuite the login fails with message "Invalid Username or Password"

There are two ways to solve this problem:
1. Clear all the records in "swusers" and "swuseremails" table (Take a backup if you need, but I didn't take) or
2. Open "swusers" table, select a record, find the full name, if you know the login id for that name, then update the same in "loginapi_userid" column. Then try to login, it will work.

I tried the first one, it worked fine.

This is the work around for Active Directory Login share (LDAP) till they fix this bug.
-----------------------------------------------------------------------

[jpuff]

Do you know if those two tables are connected to anything else?

So if we clear those tables, Kayako should still function properly because the email of the users are included in the swtickets table correct?

Of course we'll still have to match up the userid whenever the user logs into the system. Being that the user wants to log in and check on his/her tickets.

Originally Posted by sureshkumar.mr

Try this.. which I had posted long back...

-----------------------------------------------------------------------
Whenever users sends an email to support, user account is created in table "swusers" .
This happens when we enable email queue. The email id is updated in "swuseremails" table.

If the same user tries to login to eSupport or SupportSuite the login fails with message "Invalid Username or Password"

There are two ways to solve this problem:
1. Clear all the records in "swusers" and "swuseremails" table (Take a backup if you need, but I didn't take) or
2. Open "swusers" table, select a record, find the full name, if you know the login id for that name, then update the same in "loginapi_userid" column. Then try to login, it will work.

I tried the first one, it worked fine.

This is the work around for Active Directory Login share (LDAP) till they fix this bug.
-----------------------------------------------------------------------

[slarson]

1. supportskins - I sent multiple emails to Varun and another Kayako employee. I got no response back from Varun. The only response from the other employee was that it was a tracing issue and that they were looking into it. (After looking through other forum posts and finding that questions asked over a year ago seem to still not be resolved, I had little faith in believing that I would get an answer.)

2. sureshkumar.mr - Thak you for your post. I did see your earlier post in another thread. I took your advice and it did not work for me. (Kayako still worked fine using their loginshare and not AD.)

I searched through all the posts and could not find an answer and since Kayako didn't seem to be helping (Basing that off of no response to emails or tickets other than "You will have an answer shortly", which I never got.). I even tried upgrading to a CVS version. Still did not work. My only resolution was to wipe my database and start completely over with version 3.1.00. I updated my ticket with Kayako 5 days ago saying that I fixed it myself and they have not asked me how I fixed it or even closed the ticket. Looks to me like I WAS being ignored and still am.

Note to Kayako: I am finding lots of negative posts concerning your support team and the lack of response they give in your forums. Kind of Ironic to create a helpdesk solution for others when you cannot handle your own tickets.

[chimborazo]

Hi, I had the same issue, but I solved it. First utilize the debug loginshare to make sure your authentication does work. I think you need to turn on display_errors in php.ini. If that is ok, go an check if your user you are trying to use really has a mailbox / address. I could not login with a user (without mailbox) as kayako wirtes that information into the mysql db.

hs

[rcole]

Hi sureshkumar, Where are those tables located so that I can clear them?

[sureshkumar.mr]

Execute the following queries:

delete from swuseremails where userid in (select userid from swusers where loginapi_userid='0');
delete from swusers where loginapi_userid='0';

[wilfy]

we are having the same problem with 3.20.02

why is this problem still in the code?

all very well having a sql that you can run but come on!

i am going to try and slot that into one of the crons for a quick fix but should really be looked at

[wilfy]

oh yeh! forgot support suite was "zend encoded!"

awesome can't even tweak it

[craigbrass]

oh yeh! forgot support suite was "zend encoded!"

awesome can't even tweak it

You can if you have the owned licence which comes with 98% source code.