Connect through htpasswd?

Eric@SEGA · **Connect through htpasswd? -** 11-03-2008, 09:46 PM

Hi all,

We just purchased the Kayako support suite and we're testing it out behind an htpasswd. Problem is, I can't get LiveResponse to connect through the password.

I get this error:

11/03/2008 14:15:08 A communication with the server has failed. Details: HTTP Error 401
11/03/2008 14:15:08 An error occurred while attempting to communicate with the server (online 00:01:15):

The server returned an error response.

Data: (<!DOCTYPE HTML PUBLIC "-//IETF//DTD HTML 2.0//EN"> <html><head> <title>401 Authorization Required</title> </head><body> <h1>Authorization Required</h1> <p>This server could not verify that you are authorized to access the document requested. Either you supplied the wrong credentials (e.g., bad password), or your browser doesn't understand how to supply the credentials required.</p> </body></html> )

Error: HTTP Error 401

Temporarily disabling the htpasswd allows me to connect without issue, confirming the password protection is causing this.

Are there any settings to allow LiveResponse to connect through the password, or do we have to wait until the system isn't protected anymore to test LiveResponse?

Thanks in advance!

**Jamie Edwards** · 10:01 PM

Hi Eric,

Try embed the htpasswd information in the URL which you use to connect with:

Code:

http://username:password@www.yoursite.com/staff/

Let me know if this works for you.

Eric@SEGA · 11-03-2008, 10:21 PM

Hmm, awesome that you replied so quickly, but that didn't do it.

The error is different now, though.

Could this be because there's an exclamation point in the password?

11/03/2008 15:18:44 Trying to log into account "Sega" with status 'Online' with URL: http://****:****@help.sega.com/
11/03/2008 15:18:45 A communication with the server has failed. Details:
11/03/2008 15:18:45 An error occurred while attempting to communicate with the server (online 00:00):

Authentication has failed!

Error: <No extended error information available>

**Jamie Edwards** · 10:30 PM

Hi Eric,

I'll take a look into it and consult one of our developers.

Thanks,

**Jamie Edwards** · 11-03-2008, 11:00 PM

Hi Eric,

We have tested connecting to a htpasswd protected staff directory using the credentials embedded in the URL as above, and it seems to work (even with a !).

Are you using Apache?

By default, Apache 2 does not allow you to authenticate this way (although Apache 1 does). mod_auth needs be configured correctly to allow for this (mod_auth - Apache HTTP Server).

The LiveResponse application is handling this correctly (our developer has confirmed the app does provision for this, and we have tested it) - so it must be something related to your configuration.

Do let me know if the above does not apply and we can take it further.

Thanks,

Eric@SEGA · 11-03-2008, 11:43 PM

Thanks so much Jamie!

My server guy says:

Can you ask Kayako support for sample Apache2 directives to implement this and I’ll review them?

Thanks!

-Eric

craigbrass · 12-03-2008, 09:36 AM

This should defintatly be considered as a feature request for locked down internal helpdesks on a public server.

**Jamie Edwards** · 12-03-2008, 09:48 AM

Quote:

Originally Posted by craigbrass

This should defintatly be considered as a feature request for locked down internal helpdesks on a public server.

What do you mean - what needs to be added?

**Jamie Edwards** · 12-03-2008, 10:10 AM

Hi Eric,

Please ensure the following;

mod_auth is enabled
The "authmethod" is set to basic in the Apache configuration file

Quote:

Originally Posted by Eric@SEGA

Thanks so much Jamie!

My server guy says:

Can you ask Kayako support for sample Apache2 directives to implement this and I’ll review them?

Thanks!

-Eric

Eric@SEGA · 12-03-2008, 09:57 PM

Says my server guy:

"It’s actually ‘AuthType Basic’ and of course mod_auth is enabled; otherwise, password protection would not work."

So, I'm not sure where to go from here . . .

-Eric

***Roger Clark*** · 12-03-2008, 10:15 PM

Eric,

The "Authentication has failed!" message you are getting results when your username or password for the helpdesk is incorrect. It appears that you are accessing it correctly via HTTP and your htaccess stuff is correct, but you need to check your helpdesk password.

If it was the HTTP server returning an authentication failure, you would end up seeing HTML text in your event log.

Note: I'm going to change the event log so that it will **** out the username and password in future builds.

Eric@SEGA · 13-03-2008, 07:33 PM

Hey, what do you know?

It worked!

User error makes the world go round

Thanks for all your help guys!

-Eric

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Eric@SEGA Offline New Member Posts: 5 Join Date: Mar 2008	11-03-2008, 11:43 PM Thanks so much Jamie! My server guy says: Can you ask Kayako support for sample Apache2 directives to implement this and I’ll review them? Thanks! -Eric

craigbrass Offline Senior Member Posts: 5,328 Join Date: Jun 2005 Location: Cumbria, UK	12-03-2008, 09:36 AM This should defintatly be considered as a feature request for locked down internal helpdesks on a public server. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Eric@SEGA Offline New Member Posts: 5 Join Date: Mar 2008	12-03-2008, 09:57 PM Says my server guy: "It’s actually ‘AuthType Basic’ and of course mod_auth is enabled; otherwise, password protection would not work." So, I'm not sure where to go from here . . . -Eric

Eric@SEGA Offline New Member Posts: 5 Join Date: Mar 2008	13-03-2008, 07:33 PM Hey, what do you know? It worked! User error makes the world go round Thanks for all your help guys! -Eric