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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 10/08/2008 18:28:47
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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I am trying to download the patch for 5.5.06, but I cannot login successfully, I have clicked on the forgotten my password link (which I haven't by the way) and typed in the new emailed password and it still doesn't work, so I tried doing password recovery again andit still failed.
This happened to me a few months back, what is going wrong? (by the way no I havent got caps lock on and I know my password was correct because it shares it with the forum doesn't it?
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11/08/2008 09:23:44
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Joseph Zargari
SysAid Customer Relations
Joined: 26/03/2006
Messages: 441
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Techguy,
Try the forgot password without entering the password (just enter the email).
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11/08/2008 12:54:03
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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Joseph Zargari wrote:Techguy,
Try the forgot password without entering the password (just enter the email).
That did not work either, however if I log in to the forums first, click on support and submit a SR, then go to the patches page, all is ok. So I think the authentication is broken when you go straight to helpdesk.ilient.com, is it something to do with single sign on between your forum and helpdesk.ilient.com site ?
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13/08/2008 08:44:05
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sarah
VP Customer Relations
Joined: 14/04/2008
Messages: 500
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Hello,
We have tested "the forgot" password function in the community using your account (you received an email a few minuets ago with a new password) it seems to work when you fill only the first field.
It may cause problems if you enter more then the first fields.
We will change the screen to request only necessary information.
Thank you for taking the time to inform us .
Sarah 
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13/08/2008 09:29:33
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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I was only filling in the first field though as per the instructions.
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14/08/2008 02:40:27
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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i have just tested the new password that you assigned me, if i try and log in to the helpdesk.ilient.com site it fails, if i log in to the forums first, then I can access helpdesk.ilient.com, I then clicked log out and tried again, and pasted my password in again to avoid typo's and it still failed to log in.
So there is definaltley something wrong with authentication on helpdesk.ilient.com
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15/08/2008 01:17:57
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shay
SysAid Customer Relations
Joined: 14/04/2008
Messages: 93
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Hello
This issue is under examination within our R@D department.
You will be notified as soon as this issue will be resolved
Thanks 
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21/10/2008 11:54:52
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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ok it's been 2 months, do you have a solution to this one yet?
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22/10/2008 03:07:12
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adrian_gazibar
SysAider
Joined: 04/07/2008
Messages: 38
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Just a hint: both the username and password are case-sensitive.
For instance, if your account was created as First_Last@domain.com, it will not work with first_last@domain.com
This is valid only for the helpdesk.ilient.com.
The community login is insensitive
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22/10/2008 03:52:25
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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adrian_gazibar wrote:Just a hint: both the username and password are case-sensitive.
For instance, if your account was created as First_Last@domain.com, it will not work with first_last@domain.com
This is valid only for the helpdesk.ilient.com.
The community login is insensitive
I have done some further tests. I authenticated first to the forum, all in lowercase and then went to the support portal, it shows my username as First.Lastname@domain.com
so I logged out an tried this, it does not work. If I try and log in to the forums with First.Lastname@domain.com it does not work, it only works if I put it all in lowercase.
So I am still no further forward to solving this problem.
This message was edited 1 time. Last update was at 22/10/2008 03:52:42
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22/10/2008 04:10:07
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adrian_gazibar
SysAider
Joined: 04/07/2008
Messages: 38
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Check the password reset email you got.
Should look like this:
Dear ,
Thank you for signing up for SysAid's support and updates.
With your support account, you will receive:
* quick answers to all your SysAid questions
* software updates
* full access to SysAid community and forums
Log into your account at http://helpdesk.ilient.com , using the login form. Use these login credentials:
Account: support
Username: Adrian_Gazibar@wvi.org
Password: *******
Use your login details also to access the SysAid community and get advice from SysAiders all over the world. Visit the community at:
http://ilient.com/Sysforums/forums/home.page
If you have any comments or questions, please don't hesitate to contact us at helpdesk@ilient.com .
Sincerely,
Ilient Support Team
Keep IT Simple
Toll Free phone center (US): 800-686-7047 Tel (US): 617-275-5562 Tel (Israel): +972-3-533-3675 Fax (US): +1 617 507 2559
Email: helpdesk@ilient.com
http://www.ilient.com
Try exactly that username (case-sensitive).
The email address you submitted for password reset is in a different field than the username. That's why it is confusing.
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22/10/2008 06:26:22
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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I ran the forgotten password link, I was told my username was Firstname.Lastname@domain.com
and I could log in to both the helpdesk and the forums with this username and the new password.
Then I went in to the forums and "My profile" and set a new password. There it shows my email address as firstname.lastname@domain.com (all lowercase)
As soon as I changed the password, I could not log in to the helpdesk at all using either format, and I could not log in to the forums with Firstname.Lastname@domain.com but I could log in if I put the username all in lowercase.
So there appears to be an issue if your email address is not the same case in both the forum and the helpdesk.
Could someone from ilient take a fresh look now that I have identified the issue?
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22/10/2008 08:10:08
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
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techguy,
We recently changed the forgot password mechanism so when you re-set the password, the password will work for both helpdesk and community.
This is why the re-set password from the helpdesk itself does not work anymore.
In this cases, its better to open a request to our support team by mail, and we will send you the correct password.
Best regards.
Haim
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Pushing IT forward |
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22/10/2008 11:19:23
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
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Haim wrote:techguy,
We recently changed the forgot password mechanism so when you re-set the password, the password will work for both helpdesk and community.
This is why the re-set password from the helpdesk itself does not work anymore.
In this cases, its better to open a request to our support team by mail, and we will send you the correct password.
Best regards.
Haim
Haim, I think you mis-understand me,
* I am clicking on the forgotten password from the helpdesk login page - That takes you to a forum page that asks for your email address, you then get an email with a new password which DOES work on both the forum and the helpdesk.
This is the bit that doesn't work:-
* The problem occurs when I then try to change my password to one that I can remember using the forum option in "My Profile", after I do this I can only log in to the forum, the helpdesk login page does not work (however I can authenticate to the forums first and then it will take me in to the helpdesk through the support link)
do you understand now?
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23/10/2008 08:55:16
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hey Thechguy.
This feature is no longer functioning, and its going to be removed soon.
Best regards.
Haim
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Pushing IT forward |
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