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MJFarmgirl
Starting Member
USA
39 Posts |
 Posted - 08 February 2010 : 15:10:50
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I have a user that is having the issue of a login not holding, even though she's getting a "You have successfully logged in" screen.
I have this problem plenty often, users and myself personally.
The specific resolution before has always been to simply remove the snitz cookie and make the forum reset it (by whatever method I'm able to guide a user through).
This one, though, she's using Internet Explorer 7 on an early XP Dell. She'd deleted cookies, temporary internet files, etc 3 times (once while I talked with her on the phone even).
I had her check IE's settings: security was set to Medium, but I tested with the lowest of "Accept All Cookies"; I had her add our site to the Trusted zone.
She was using the site fine until 2 days ago and nothing changed, so I don't think there's a connection/firewall/etc issue.
The 2 things of particular note:
1. She's fairly certain the problem started when she visited a 2nd Snitz forum we maintain, same server, different directory, plenty of customizations, and users are copied over from the 1st forum and new registrations are not allowed. After she viewed this 2nd forum, tried logging in, etc. she said the problems started.
2. I had her open up the temporary internet files folder under Tools > Internet Options > Security section, then Settings button, then View Files.
Apparently her temporary files were not being deleted. She had files from sites she'd visited days before, yet we had just gone through and told IE to delete them all. So, we went through several stages of deleting files manually: 1st, only /snitz/ files (where our forum is), then all files from our domain, then all cookies ('cuz I forgot to have her delete those 1st), finally every single file in there.
Nothing made her login stick.
Restarted IE several times during this process, though not her whole computer, but she says she does that every night (even the power strip).
I have no idea what's left, other than restarting our server. I had no problems logging in and out of the forum myself several times, and cruising around. Haven't heard anyone else having issues, so it seems to be entirely on the client-side.
Even though the solution might be beyond the scope of merely providing tech support for the forum itself, what else might I try? What other pieces might be in play for me to check into?
Thanks for reading the long post. All necessary info, though. |
Farmgirl Connection
MaryJanesFarm |
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Podge
Support Moderator
Ireland
3776 Posts |
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MJFarmgirl
Starting Member
USA
39 Posts |
Posted - 08 February 2010 : 18:55:31
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I would have to check times. She's definitely in another time zone, but so are many of our other users.
She's not opening the forum within an iframe. She opens IE, goes to our home page and follows links through to our forum, which is itself definitely not in an iframe.
Didn't specifically ask about Antivirus, etc. Just ISP connection type and whether modem, firewall, antivirus, anything of the sort would've changed. But she insisted nothing has changed, so I didn't pursue that further because if it hasn't changed and she had access before, then the current situation should be no different in that respect. There is always the possibility of updated definitions, though, huh? Can ask. |
Farmgirl Connection
MaryJanesFarm |
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Davio
Development Team Member
Jamaica
12217 Posts |
Posted - 09 February 2010 : 01:30:06
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She can try using a 2nd browser and try to login and see if she still has the problem. This will confirm if it's just IE that is giving the problem, or some anti-virus or firewall setting that is giving the problem.
She can try Firefox, Google Chrome or Opera.
Just out of curiosity, is your cookies in your admin options, main configuration, set to Forum or Website? |
Support Snitz Forums
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Edited by - Davio on 09 February 2010 01:30:49 |
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MJFarmgirl
Starting Member
USA
39 Posts |
Posted - 09 February 2010 : 12:34:40
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| My ISP reports they see no issues with the server time. (Can't access it myself, unless FTP would provide that info.) |
Farmgirl Connection
MaryJanesFarm |
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MJFarmgirl
Starting Member
USA
39 Posts |
Posted - 09 February 2010 : 12:51:23
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| Cookies on both our forums are set to Forum. |
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MJFarmgirl
Starting Member
USA
39 Posts |
Posted - 09 February 2010 : 12:59:21
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I had wanted to try guiding her through installing another browser, but we're talking about a user that I had to explain widening columns and specify right or left clicking to. So it would be a challenge.
She was fairly receptive, though, so I may still try it. |
Farmgirl Connection
MaryJanesFarm |
Edited by - MJFarmgirl on 09 February 2010 13:00:17 |
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MJFarmgirl
Starting Member
USA
39 Posts |
Posted - 09 February 2010 : 14:12:04
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| Thanks for the help above and beyond, by the way! :) |
Farmgirl Connection
MaryJanesFarm |
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AnonJr
Moderator
United States
5768 Posts |
Posted - 09 February 2010 : 16:48:40
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quote:
Originally posted by MJFarmgirl
I had wanted to try guiding her through installing another browser, but we're talking about a user that I had to explain widening columns and specify right or left clicking to. So it would be a challenge.
She was fairly receptive, though, so I may still try it.
If this is someone you know, and someone who trusts you, you could use a service like www.copilot.com to remote in and help them install another browser. If you do it on the weekend the service is free (or $5.00 USD for a 24-hr pass, which you can pay or charge them). I've used it in the past for troubleshooting issues with various church members trying to access the church site. |
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MJFarmgirl
Starting Member
USA
39 Posts |
Posted - 09 February 2010 : 17:00:23
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| Good suggestion. I could see if she'd be open to that. That would speed things up a lot, too. |
Farmgirl Connection
MaryJanesFarm |
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KC
Junior Member
USA
152 Posts |
Posted - 11 February 2010 : 16:09:37
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Trying another browser is a great idea.
One thing to ask is if she visits other sites that set cookies and see if the problem follows.
If either the above cause a the same problem then I would look at her other internet security software like Norton Security or whatever she may have running.
Which reminds me...
If she boots into safe mode with networking does it work?
If so it's defiantly other security software.
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 Owner of vales.com and Elite Computers. |
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MJFarmgirl
Starting Member
USA
39 Posts |
Posted - 12 February 2010 : 14:52:49
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| Haven't heard back from her about any of these suggestions. So, either she's given up on our site, the problem's gone away, or it'll just never be known. |
Farmgirl Connection
MaryJanesFarm |
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