CUNY Academic Commons

Boone, Sarah,

I just tried the links in the email you sent for this user and it seems to work fine. I also changed my password without any errors. Did the user try a second time? There might have been a simple network error while attempting to connect to the site?

If she tries to repeatedly visit that link and gets nothing but a white page then we got a problem!

I'm assuming that she did try a second time, though she did not confirm whether she did or not. I also asked if she tried to access the link from her personal computer or her work computer, but she only sent the details from the computer so I'm not sure. Should we just manually reset her password for now so she can access the site and then ask her to do the forgot password again to test? I just don't want to leave her locked out of the Commons for too long since it's already been 6 days.

Hi guys,

Just wanted to follow up on this ticket because the member still cannot access the Commons. Should we manually reset her password or should I ask her to try one more time?

Thanks,
Sarah

Definitely ask her to try one more time. It would be a good test to see if we really have a problem here or not.

Also, ask her to start from scratch, go back to the site and click forgot password after deleting the first password change email.

Also, ask her to start from scratch, go back to the site and click forgot password after deleting the first password change email.

Yes. What probably happened is that her one-time password reset token had expired. If there's still a problem after trying again, please let me know and I'll do a manual reset, while we try to debug this further.

I think I just saw her register so it looks like the issue may be solved. Sarah, can you check?

It still shows her as last active over a week ago, however, the prospective member from issue #2168 is now active on the site so I will close that ticket.

Hi,

Just to update this ticket - the user is still not able to reset her password and when she entered her username last time she received a message saying that it did not go through because her username was an existing user. She has only been able to attempt at a work computer and I believe that is why she is running into so many problems. I will send Boone her preferred PW.

Best,
Sarah

This doesn't make sense. She must be waiting too long between password reset requests or missing a step somewhere. If we were having user account problems of this magnitude there would be support requests flying all over the place!

Agreed. And this reasoning:

the user is still not able to reset her password and when she entered her username last time she received a message saying that it did not go through because her username was an existing user

does not make sense, either. When she used the password reset tool, did she receive an email with a link to click on to reset the password? And if she did receive that email, did she click on the link soon after receiving the message (as opposed, say, to waiting a week to click on the lnk)?

Thanks, Boone!