web site log in rejects password
I am a paid subscriber to a consumer advice website which requires a member username/ password for access. Have accessed the site over several months with no problems . However, ever since the site was upgraded, enhanced ,improved,with apparently many new features and looks totally different, I have been unable to log on. The system does not accept the password. I have contacted the site support team several times but none of their suggestions work. They say they have no problem logging in to my account using the same log on password and user name that fail when I have tried. I have even tried using different computers at other locations.
The support people response was the following all of which I have tried, except contacting the service provider as I have used alternative provider without any change.
" Can I ask you to completely re-type the username and password next time you log in. I'm sure that you've done this before although this will help to clear any mistakes that may or may not have been mistyped in the blotted out password field. It's important to re-type the username and password as cutting and pasting information can take spaces with it that are read by the server and then rejected.
" In seeking to give you further options you might try clearing your temporary internet files. This will help to get rid of any incorrect or corrupted information that your computer has stored about your Which? Online account. Be aware that clearing your temporary internet files will also remove any other usernames and passwords that you might have stored on your desktop. The following instructions will give you an idea of how you can do this:
Tools > (Internet) Options > General Tab > tick deleted all offline content or internet temporary files.
If you are still unable to log in you may wish to check your security settings which again can be found in the Tools > (Internet) Options area of your browser. These settings have caused a few problems for members when trying to get into the site. We've found out that the selection of 'anonymous log in' has caused the problem. De-selecting this and selecting 'automatic log in' seems to rectify this. If you still experience problems you will need to contact your internet service provider."
I am as puzzled as they seem to be. Can anyone shed some real light on this.
The support people response was the following all of which I have tried, except contacting the service provider as I have used alternative provider without any change.
" Can I ask you to completely re-type the username and password next time you log in. I'm sure that you've done this before although this will help to clear any mistakes that may or may not have been mistyped in the blotted out password field. It's important to re-type the username and password as cutting and pasting information can take spaces with it that are read by the server and then rejected.
" In seeking to give you further options you might try clearing your temporary internet files. This will help to get rid of any incorrect or corrupted information that your computer has stored about your Which? Online account. Be aware that clearing your temporary internet files will also remove any other usernames and passwords that you might have stored on your desktop. The following instructions will give you an idea of how you can do this:
Tools > (Internet) Options > General Tab > tick deleted all offline content or internet temporary files.
If you are still unable to log in you may wish to check your security settings which again can be found in the Tools > (Internet) Options area of your browser. These settings have caused a few problems for members when trying to get into the site. We've found out that the selection of 'anonymous log in' has caused the problem. De-selecting this and selecting 'automatic log in' seems to rectify this. If you still experience problems you will need to contact your internet service provider."
I am as puzzled as they seem to be. Can anyone shed some real light on this.
Last Comment
ASKER CERTIFIED SOLUTION
THIS SOLUTION IS ONLY AVAILABLE TO MEMBERS.
View this solution by signing up for a free trial.
Members can start a 7-Day free trial and enjoy unlimited access to the platform.
ASKER
Hi Dar247. To update- having gone back to the support folk and told that everything they suggested had failed, someone looked more closely at the problem and found it originated from the password. They said it was a particular character that in fact had been a known issue. You were thereford right, no one had taken the trouble to consider the problem properly. It now works. So thanks for giving me the confidence to re-approach the support people and insist the problem lay with them. This to clarify how your comment led to the solution.
ASKER
Thanks for your interest. Goes to show that passwords previously accepted could later be rejected for no fault of the user !!
Security
Security is the protection of information systems from theft or damage to the hardware, the software, and the information on them, as well as from disruption or misdirection of the services they provide. The main goal of security is protecting assets, and an asset is anything of value and worthy of protection. Information Security is a discipline of protecting information assets from threats through safeguards to achieve the objectives of confidentiality, integrity, and availability or CIA for short. On the other hand, disclosure, alteration, and disruption (DAD) compromise the security objectives.
32K
Questions
--
Followers
--
Top Experts
Get a personalized solution from industry experts
TRUSTED BY
ASKER