Last modified: 2013-02-06 19:24:55 UTC
User cannot log in. Issue just popped up - everything used to work fine. When attempting to log in with the username 'Jeandré', OTRS displays the message "Login failed! Your username or password was entered incorrectly.". When Jeandré reset the password via the 'Lost your password?' request, the problem continued. I (an OTRS admin) tried manually resetting the password and had the same issue. I even tried changing the Jeandré's username (thinking perhaps the diacritic was interfering with something) and that did not work either.
Note - Jeandré just informed me that they haven't been able to log in since 11/1/2012.
Was the username changed? AFAIK usernames with accents like ê are not possible in the current OTRS installation. I made this kind of fault some times ago with a German Umlaut like ä.
According to the wiki, the username has been 'Jeandré' since 2007. As I noted, I did change it for testing purposes and the login problem persisted. I've since changed it back.
I'm pretty sure my OTRS username used to be "jeandré" with a lower case j, and the acute accent on the e was always part of the username. My OTRS-wiki username was changed to "Jeandré du Toit" to be the same as all my wiki usernames, but I kept the same OTRS username.
I suggested to Rjd0060 that he change the username first and then change the password. He has just done so and he's now reporting that the account is accessible again.
Decreasing importance as a workaround has been found.
According to Jeandre, they still cannot log in. Not sure why, given that I sent them new information that worked just fine for me. I'm going to let Jeandre comment here from now on - cut out the middle man.
Rjd0060: Does Jeandre still have this problem?
Still can't log in. I requested new password from <https://ticket.wikimedia.org/>, got an email with a link, went to link, got an email with a new password, tried that and again got "Login failed! Your username or password was entered incorrectly.". Firefox was already set to accept cookies from wikimedia.org, and NoScript allowed wikimedia.org and didn't show any cross-site scripts. I changed Firefox to accept cookies from all sites, including 3rd party cookies, but it still failed. Tried username with capital "J", still failed. Tried with "e" instead of "é", still failed. Tried Chrome: set to allow cookies from wikimedia.org, set to allow Javascript from https://[*.]wikimedia.org, still failed. I didn't get a chance to try while my username was changed ("e" instead of "é"), which worked for Rjd0060. Can my username be changed to "jeandre" again, so I can try with that?
(In reply to comment #9) > I didn't get a chance to try while my username was changed ("e" instead of > "é"), which worked for Rjd0060. Can my username be changed to "jeandre" > again, > so I can try with that? Done.
Works now - many thanks all. Casey changed my username to "jeandre", but I couldn't log in with my password from yesterday - after getting a new password it works, just like MZMcBride wrote in #5. The problem may be that changing the password doesn't allow usernames with non-ASCII characters (e.g. "é") to log in again. I don't want to test this by changing my username back, but an admin of dev could try to replicate the bug by creating an account "Tést", and play around with changing its password.
I agree. We're not allowed to use any non-basic Latin characters (e.g. ü, é) in new account names. Your account probably worked for so long because the characters weren't forbidden when it was created. Your account must've updated and some point and it didn't want to let you login anymore. Since we've fixed this bug on the Wikimedia side by renaming your account => RESOLVED FIX. If you want, you can add this upstream to http://bugs.otrs.org/, though there might already be a bug for non-ASCII characters in account names.
