V5 first time login issues

[waywardmars]

We just upgraded to V5 and now a small segment of our forum's population is having trouble accessing their accounts.  These members correspond to our non tech savvy members, though I do think it's a genuine problem and not just an inability to figure out how to adjust to the new login system. Point being, it's hard to get much clear detail from these particular members on what they're experiencing, but it seems to be a combination of Proboards not recognizing their email, their password, or both.

ETA: I did ask what system they're on in case it's related to the earlier AT&T/iPhone issues, but they seem to be on differing networks and computer systems (some mobile, some Apple desktop, some Windows).

[Brian]

Hi, waywardmars.

Under normal circumstances, the following steps should work:

- Login with username/password from V4
- Upgrade account to global account (enter new password)
- Logged in

Can you ask them which part specifically they're receiving errors at?

[waywardmars]

Here's a report/description from one of the members:

I had an icon on my computer to take me directly to the site, but that doesn’t work. I also tried going through the web site, and that doesn’t work either.

I keep getting an error message. When I try to sign in as a guest, I can get to the Home page, with Saige as the header-but if I try to click on any of the boards, I get

Oops, there was an error!

You do not have permission to access this board.

Oh yeah, at the top of the page there is “Welcome (member's name redacted)”

But that’s as far as I can go.

[Michael]

Hi waywardmars,

It sounds like the user is logging in as a guest instead of as 'themselves' on the forum. Could you send them a link that goes directly to your forums login page? 

I am a bit confused how they see 

Oh yeah, at the top of the page there is “Welcome (member's name redacted)”

If they see their name at the top of the forum, they should be logged in as whatever username they see. Could you link us to the forum where this issue is occurring?

[waywardmars]

Yes, it is agplaythings.proboards.com. THank you for all your help.

[CheatAreZee]

Hi waywardmars,

Can you let us know the username(s) of the members that have reported that they're unable to login to their accounts?

[waywardmars]

Sure can . Dolly Nana was having issues but finally got on today. Pandosmom also reports difficulty. There are three others as well but they gave me their emails instead of their user names so I'll have to check with them and get back to you.

Edit - just found out about boxingshadows having issues as well.

[CheatAreZee]

Thanks for checking back. For boxingshadows, have them do the following and see if this helps at all:

1) Visit the forum, then click the "Login" link.
2) On the next page, type in boxingshadows for the username along with their password that they used when the forum was on v4.
3) If they used the correct username and password combination, they should be taken to an account upgrade page where they can create a global account (using their email address) and will be able to login to the forum after that point.

If boxingshadows does the above and notes that they get an "Invalid Username / Password" error, have them revisit the login page for the forum, then click the "Forgot your password?" link. Once here, type in boxingshadows in the box provided and click the recover button (do not enter your email address on this page). Once that's done, a password reset email will be sent to the email address we have on file for them (what they used when your forum was running v4). After they get that email and reset the password, they should be able to go through the above steps again without issue.

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For Pandosmom, I notice that this username does not exist on the forum. I do see that a user by the name of pandosmommy does exist though. If this is their account, have them ensure that they're using pandosmommy as the username on the login page along with their new password that they set for the account.

[waywardmars]

Thanks. I'll pass those things along. In the meantime another mod has compiled a more complete list of those who cannot access their accounts:
MistysMom
Sandy
Beccaxstitcher
Jeanettebray
designemme
deckergirls
ltillock
murphy92
indygirl85
heidihidy
Qtcgranny
AddyReader
ryadneelliesmom

[Michael]

Hi waywardmars,

Have the users experiencing issues read this guide here. If they encounter any errors, please don't hesitate to post here with the details. Please always have the users double check that they're entering their username, and not display name.

[ermentrude]

Hi all - I'm a mod on this same board. Here is what I'm personally seeing.

On Chrome (Windows 7 Pro) -
Open the site, redirects to Login page.
There are two icons - Ermentrude and Guest.
I choose Ermentrude.
Screen shows "redirecting".
Go to home page, with my minimalist theme and all my modly powers.

On Firefox (Brand new install 2 days ago, same laptop) -
Open the site, redirects to Login page
Again, same two icons, Ermentrude and Guest.
I click Ermentrude.
Screen shows "redirecting"
It takes me back to the guest page.

I tried logging out and logging back in, I tried using my local username vs. my email address - all the same outcome.

Then, I cleared all history and cookies and logged in again with my email address and it works.

So at least in my case there is some sort of cookie bug.

[CheatAreZee]

Hi ermentrude,

In your case, that would indeed be a cookie issue since you weren't logged into the account when you clicked it. You can suggest to a couple of members that have come to you about login troubles to see if the same thing will help them, but I have a little bit of a feeling that it's something more to do with how they're logging in that's preventing them from doing so, rather than an issue with cookies. But would be worth looking into for the remaining members that are still reporting trouble

[Ryadneelliesmom]

Just thought I would let everyone know...I can FINALLY get to AG Playthings. I had to clear cookies, twice, and restart my computer 3 times but I got it to work. Thanks to those with these suggestions and to who emailed me. Also, to whomever listened (read) my moms email she sent for me because I could not contact anyone. 

[ermentrude]

I'm back - old user registered with a new username. They're asking now to have their accounts combined so that their posts track back to them properly. Old - heattheiss New - gnomemom. What can I do for her?

[CheatAreZee]

Unfortunately it's not possible to merge accounts together. I looked it up and it appears that the heattheiss account is linked to a global account already though; is there any particular reason why she's not able to login to that one?