topic Re: Reset password generates Error Message in Community Site Feedback

Reset password generates Error Message

Anonymous — Thu, 07 Apr 2016 17:58:09 GMT

I have been trying to reset my password as required.

I can get the e-mail ( in fact I have had three or four goes), but each time I get to the Reset password screen and enter a new password I get an error

X Error message

Correct the highlighted errors and try again.
Sorry, we are unable to reset your password.

Nothing is highlighted, and the passwords are 10-12 characters long. I have tried with and without uppercase or numerics

I have created this with a temporary e-mail address to get on and request help.

The Username was wisty

Hope someone can help.

Re: Reset password generates Error Message

help_me — Thu, 07 Apr 2016 18:15:48 GMT

Same here. Went through the Reset password and got an email. Entered my new password (now exceeded how many times I can do that) and got an error message each time I did so. Currently got online to the forum by registering again but would like my original username back.

Quite obviously there is a problem that needs fixing!

Re: Reset password generates Error Message

PlusnetLiam — Thu, 07 Apr 2016 18:27:01 GMT

Hi guys

We'll get on to this first thing - apologies, seems a little strange.

Can you DM @Chris & @HarryB your usernames and we'll take a look and see if there's a bigger issue we need to report.

Re: Reset password generates Error Message

help_me — Thu, 07 Apr 2016 18:47:06 GMT

Done thanks.

Re: Reset password generates Error Message

PlusnetLiam — Thu, 07 Apr 2016 19:18:33 GMT

Guys can you send me the URL you're getting the error on please?

Thanks

Re: Reset password generates Error Message

wisty — Thu, 07 Apr 2016 21:29:36 GMT

OK problem solved

The password reset mechanism appears to rely on Javascript working on the browser being used.

My principle browser these days is MS Edge on Windows 10. By default ( and I don't know any way to enable it) Edge stops Java script running.

By running the reset using Firefox with Java enabled (not a browser I usually use), I managed to successfully change the password.

I suspect that you will see more and more problems with users using Edge if the new forum is dependent on Java.

Now I need to work out how to delete my "other" temporary persona!

Re: Reset password generates Error Message

jaread83 — Thu, 07 Apr 2016 21:34:32 GMT

If you message one of the community team with the temporary username they will be able to remove it. They might ask you to log in to that temporary account and send the message from there (then it verifies that it is indeed that account that needs to be deleted).

Re: Reset password generates Error Message

wisty — Thu, 07 Apr 2016 21:39:47 GMT

How do I find the PM addresses of the community team?

Re: Reset password generates Error Message

MartyPop — Fri, 08 Apr 2016 07:47:14 GMT

From my own experience with this, the password reset emails appear to have a "use by" date on them. I made a number of password reset requests yesterday but none of the emails arrived by the time I turned off my PC. On checking for mail this morning, they have arrived but after clicking on the link in every email, I was getting an error to the effect that the "token had expired". I requested yet another password reset this morning which arrived more or less immediately and after clicking on the link in the email, I was able to reset my password.

Re: Reset password generates Error Message

bobpullen — Fri, 08 Apr 2016 07:50:25 GMT

Can you message me the headers from one of the delayed password reset emails you received?

Re: Reset password generates Error Message

Townman — Fri, 08 Apr 2016 07:52:32 GMT

@wisty wrote:

How do I find the PM addresses of the community team?

@PlusnetLiam wrote:

Can you DM @Chris & @HarryB your usernames and we'll take a look and see if there's a bigger issue we need to report.

Re: Reset password generates Error Message

help_me — Fri, 08 Apr 2016 19:25:50 GMT

Sorted. I usually use Firefox but this evening when I asked for and received another password reset link, I opened it up using Opera. No problems resetting it.

Re: Reset password generates Error Message

awontroba1 — Sat, 09 Apr 2016 04:11:57 GMT

I too got the "sorry we cannot do that" message.

So here I am with a new username and email address.

Unimpressed by that, and the look of the new forum. So much wasted screen space.

Re: Reset password generates Error Message

MartyPop — Sat, 09 Apr 2016 10:19:18 GMT

@bobpullen wrote:

Can you message me the headers from one of the delayed password reset emails you received?

I did that yesterday, did you receive it?

Since then though, another issue has arisen:

After finally managing to reset my password, I decided to change my forum email address and the verification email for that took something like 21 hours to reach my mail host's server!!

Re: Reset password generates Error Message

kmilburn — Sun, 10 Apr 2016 11:38:08 GMT

There's another element to resetting password that'll cause issues.

If you use the plain text message and the client in use highlights the link automatically, following that link will ultimately fail because it will almost certainly drop the '..' at the end of the link.

Re: Reset password generates Error Message

bobpullen — Tue, 12 Apr 2016 19:15:04 GMT

@MartyPop wrote:

@bobpullen wrote:

Can you message me the headers from one of the delayed password reset emails you received?

I did that yesterday, did you receive it?

Yes, sorry I'm a bit behind on forum notifications. Had a busy couple of days!

Re: Reset password generates Error Message

Anonymous — Wed, 13 Apr 2016 10:52:19 GMT

Yeah, I bet you have

BTW ..... I'm actually @MartyPop but I'm having to reply using my "Throw-Away" account simply because I'm currently locked out of my @MartyPop account: see attached screenshot. The reason why I'm locked out is that I'm still waiting for the verification email to arrive for a username change. The odd thing is that the topic reply notification was sent to the email address associated with that account ..... this is an absolute mess

Re: Reset password generates Error Message

HarryB — Wed, 13 Apr 2016 11:14:05 GMT

@awontroba1 Could you PM me your original forum username, the email address you've been trying to send the password reset to and your Plusnet account username please.

Re: Reset password generates Error Message

MartyPop — Thu, 14 Apr 2016 11:01:01 GMT

@Tra-La-La wrote:

Yeah, I bet you have

BTW ..... I'm actually @MartyPop but I'm having to reply using my "Throw-Away" account simply because I'm currently locked out of my @MartyPop account: see attached screenshot. The reason why I'm locked out is that I'm still waiting for the verification email to arrive for a username change. The odd thing is that the topic reply notification was sent to the email address associated with that account ..... this is an absolute mess

I tried a password reset earlier this morning for the umpteenth time and I finally received a verification email which only took 43 seconds to arrive at my mail host's servers