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Authentication problems - can't login

Posted: Thu May 14, 2015 9:01 am
by undrwater
Using tv_grab_na_dd --configure, I've been getting an authentication error. I attempted to login via the website, but "username or password is incorrect".

Submitted a password reset, and did so. Then I could log in. However, as soon as I logged out, I could not log back in again.

Any ideas? Thanks in advance.

Re: Authentication problems - can't login

Posted: Thu May 14, 2015 5:33 pm
by rmeden
You have your *USERNAME* wrong. The password reset uses the email address, so you don't notice.

The email reply includes your username too.

I think if you have multiple password change attempts the email mentions it.

Robert

Re: Authentication problems - can't login

Posted: Thu May 14, 2015 5:54 pm
by undrwater
You are correct (but you knew that).

We all know what it means to ASSUME. Sigh, sorry for the waste of bandwidth.

Re: Authentication problems - can't login

Posted: Thu May 14, 2015 10:04 pm
by rmeden
No problem.. this is the second most common support issue (after resetting your password to renew and not updating your application).

Robert

Re: Authentication problems - can't login

Posted: Fri May 15, 2015 12:11 pm
by undrwater
I can tell you that the length of the user name form field made my brain think to enter my email address. Perhaps making it the same size as the password field would reduce this. Perhaps a message saying something like:

"the USERNAME you registered with us (not the email)"

might work as well.

Re: Authentication problems - can't login

Posted: Fri May 15, 2015 8:38 pm
by rmeden
The thing is, originally, the username had to be the email.... now it doesn't, but many members still have username==email