Member having trouble logging in

[sparkle]

Have had a complaint from a member who has real trouble logging in.  

I can never log in. I tried everything, but either the name/password isn't correct. Even if it is correct!!
I reset my password and then I can log in, but the next time it's the same story. I have to reset my password by getting a new e-mail link every time. If I want to re-register the code-image is forever "incorrect"

Not sure what to suggest as I have no complaints from others and I just stay logged in all the time myself with no problem.  Any suggestions?

[GregChapman]

sparkle wrote

Have had a complaint from a member who has real trouble logging in.  

I can never log in. I tried everything, but either the name/password isn't correct. Even if it is correct!!
I reset my password and then I can log in, but the next time it's the same story. I have to reset my password by getting a new e-mail link every time. If I want to re-register the code-image is forever "incorrect"

This story doesn't fully compute. At the very least there is something missing in your user's tale, but more probably there is some confusion of terminology...

"I can never log in." is not compatible with "I reset my password", since you have to have made a successful login to change a password.

"either the name/password isn't correct. Even if it is correct!" usually means that the user is tired or hurrying and mistypes something - A favourite is brushing against the CAPS LOCK key when only SHIFT was intended.

"I have to reset my password by getting a new e-mail link every time" does not describe resetting a password, rather it is probably describing re-registering - and certainly that could create login issues, because of the strong likelihood that the incorrect password is being supplied to one of now several email addresses the user has registered.

There are some captcha codes which can be difficult to read.  Those I have seen are all five character combinations of upper case letters and numerals. In the past this has been a sufficient hint for those having problems. (Of course, you should only need to face that issue once, on first registering.)

One possibility is that a user has several browser windows or tabs open, or they attempt to login on a device  while already logged in on another. This can produce a number of screens that indicate a mix of being logged in and out. It is easy to get error messages that can be misread by a user and convince them that they have made a mistake in logging in.

After a bout of serious login/registration abuse by a user, it could be worthwhile asking them to log out of and to close all windows/tabs on all devices that show a Nabble forum and then clear all Nabble cookies. Hopefully, they'll take a deep breath and type slowly and accurately after that and successfully login.

The only other issues that could cause problems is if you have a forum with permissions set that require a user to do more than register to be able to post. Is it possible this user is not following your forum rules and is attempting to post somewhere that they do not have permission?

[sparkle]

Thanks for the reply.

Our forum does need members to be approved/registered before they can read and post - but that has been working fine with everyone else.

This person has been approved once - and looking today they had posted ages ago in April and sported a different user name in the same account - so must be able to get in ok sometimes.

I thought maybe it was something to do with cookies or settings on their machine - I can access the forum using pc or laptop and keep myself logged in no bother and not had any complaints from anyone else.

[GregChapman]

sparkle wrote

Our forum does need members to be approved/registered before they can read and post

"Approved" is different to "Registered" and "before they can read and post" suggests you have removed the "View" permission from "Anyone" and that your users must both "Register" and pass some form of  external "approval" system in order to be granted placed in the "Member"group so they can see posts and post on the forum.

You say, "looking today they had posted ages ago in April and sported a different user name in the same account". People can change both username and email address, so it is difficult to track an "account". A person can hold several accounts and use multiple email addresses and usernames - and your user describes creating multiple accounts, by constantly re-registering.

It seems that your user has forgotten their "approved" email address or password and is repeatedly re-registering without passing your approval stage. In that case they will just re-register again and still not be able to view the forum as they are not logging in with a "Member" address and they may well claim the inability to login in.

I'd recommend that you email your user and tell them what username is associated with the approved email address. If they can't remember which password they used with that address then you need to approve one of the other accounts that they have registered. Their original account will just have to remain dormant.

[sparkle]

Thanks Greg - will get back to the with your suggestions.

We have a closed forum so when people register I have to 'approve' them and make then a member - have done that for this person - only once - but they have changed their user name - but that should still work fine.
Cheers

[sparkle1]

Well managed to get her in!

Seems if she links to the forum direct she can get in - but not if she links to the blog containing the forum!

No idea why but so long as she's in one way or another thats fine - thanks for the help!!

[GregChapman]

It would be worth reporting what blogging software the Nabble forum is embedded in, in case it's something the Nabble team can fix. The browser used by the user with problems may be a vital factor too.

[sparkle1]

Its embedded into a Blogspot blog.   I don't have any problem accessing it either via the blog or directly though.

Not found out which browser they use yet.

[Pedro]

Please, give me the forum and blog urls.

[sparkle]

I have two links - this one is the forum itself: http://gupta-chat-and-more.826.n7.nabble.com/

This one is the blog that contains the forum - http://www.guptachat.blogspot.co.uk/

[Pedro]

Which browser is he trying to use?