1041366 - When users have trouble logging in . . .

Status: RESOLVED DUPLICATE of bug 1041681

(support.mozilla.org :: General, defect)

Description

[FredMcD]

Attachment: _____Capture.JPG

User Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:30.0) Gecko/20100101 Firefox/30.0 (Beta/Release)
Build ID: 20140605174243

Steps to reproduce:

Sometimes, users have trouble logging into Mozilla. Because
of circumstance, some end up creating a new user accounts.



Actual results:

I have been trying to log into Mozilla Support much of the day.
After entering the password, the site says; ''unexpected error.''
Snap shot included.



Expected results:

The ''Log In'' page has a password reset, but if the user no longer uses
that e-mail account, or if there is another issue, there is know way to
make contact with a Moderator. I strongly suggest that under the password
reset, a link be placed called; ''I still need help.'' This will take the user to a
message box where they can leave their account name and contact information.
As well as any other issue they have. Only a Moderator would have access.

Comment 1

[moses]

This is a good idea however there's a problem I see.

Since most Moderators are volunteers, there's the privacy concern. We don't have access to personal contact information such as e-mails and I don't see us getting that ability any time soon. It took a long time for us to deactivate accounts and we're somewhat in the process of being able to change usernames when needed. However, let's see if Ricky can give us additional information if any. CC'ing Ricky.

Comment 2

[FredMcD]

This is an update about my login problem. I tried for several days and even
tried changing my password. Nothing worked. Then I had an idea. I removed
all cookies for Mozilla support. Then using FEBE, I restored the cookies
from before all this started. It worked, and I am back on support.
Please note, during that time, I had removed the cookies several times.

I am now wondering if anyone else it having this problem.

Theory; Is is possible that something was wrong with the web site cookie
reader? I had removed the cookies but still had the problem.

Comment 3

[FredMcD]

(In reply to moses from comment #1)
> This is a good idea however there's a problem I see.
> 
> Since most Moderators are volunteers, there's the privacy concern.

At least the user can still make contact. And whoever finds the
message could contact the system administrator.

Comment 4

[moses]

True. However, Ricky is on PTO for the next two weeks. Not sure about other devs availability. You might want to talk to Madalina about this bug as well.

Comment 5

[Michael Cooper [:mythmon]]

I'm pretty sure that this is at least partially caused by bug 1041681.

Comment 6

[Kadir Topal [:atopal]]

Fred, as Mike said, your problems were probably caused by bug 1041681, as to the proposal to contact mods when you don't have access to the email account anymore: The email account is how we verify that the account really does belong to a person. Giving that up, would open up people to all kinds of identify theft. If someone doesn't have access to an email account anymore to reset their password, we'd ask them to create another account.


I'm marking this as a duplicate of bug 1041681. Please reopen this, if you run into it again and it's not fixed by turning off ipv6, or if it happens at all, once bug 1041681 if fixed.

Comment 7

[FredMcD]

(In reply to Kadir Topal [:atopal] from comment #6)
> the proposal to contact mods when you don't have access to the email account
> anymore: The email account is how we verify that the account really does
> belong to a person. Giving that up, would open up people to all kinds of
> identify theft. If someone doesn't have access to an email account anymore
> to reset their password, we'd ask them to create another account.

That is understandable. I think you should add that information to the log-in page.