1428141 - Problem logging onto SUMO, was: Firefox/Thunderbird accepts changed password then does not recognize it.

Status: RESOLVED INCOMPLETE

(support.mozilla.org :: Users and Groups, task)

Description

[Alan Silverman]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:57.0) Gecko/20100101 Firefox/57.0
Build ID: 20171226083017



Actual results:

Trying to log into Thunderbird community to seek help on an issue.  Get password error on sign-in, so request password change.  Change password, get OK that change is successful, then error message that UN and PW don't match.  Must have done this ten times already.  No other way to communicate with Firefox or Thunderbird than by signing in, so I am perfectly excluded!!!


Expected results:

Successful signin!

Comment 1

[YF (Yang)]

Which Thunderbird community?

Comment 2

[Alan Silverman]

(In reply to YF (Yang) from comment #1)
> Which Thunderbird community?

Don't know for sure how to answer your Q, YF.  Went here: https://support.mozilla.org/en-US/products/thunderbird, then https://support.mozilla.org/en-US/kb/moving-thunderbird-data-to-a-new-computer, but that does not quite address my problem.  Attempt to contact to ask about the narrower issue I have (migrating archived email folders to a new computer, having already migrated the active emails and address books; the topic seems not to be addressed, and I do not want to screw it up by copying the entire Profile Folder) requires login.  Was unable to log in as mentioned, and I had no other route to Thunderbird/Firefox than to report as a bug. So here I am.  

Does that answer the question?

Comment 3

[YF (Yang)]

I don't understand your steps to reproduce and the actual results.

Comment 4

[Jorg K (CEST = GMT+2)]

Sounds like a login problem to SUMO (SUpport @ MOzilla), https://support.mozilla.org, not specific to TB, so the TB team won't action this.

Sadly under Websites, there is no component for SUMO.

Comment 5

[Wayne Mery (:wsmwk)]

(In reply to YF (Yang) from comment #3)
> I don't understand your steps to reproduce and the actual results.

seems generally clear

Trying to log into SUMO.  
Get password error on sign-in
request password change
Change password
get OK that change is successful
then [attempt to login again] error message that UN and PW don't match. 

But Alan, you eventally got logged in?

Comment 6

[Ben (:bensternthal)]

Do you or have you ever had an account on support.mozilla.org?

If the answer is NO or you are not sure... try registering. 

SUMO will not alert you to not having an account via the password request form to prevent folks fishing for email addresses.

If you did have an account in the past are you sure you are using the right email address?

I looked for a user with the email you used here in bugzilla and there were 0 results.

Comment 7

[Matt]

(In reply to Ben (:bensternthal) from comment #6)
> Do you or have you ever had an account on support.mozilla.org?
> 
> If the answer is NO or you are not sure... try registering. 
> 
> SUMO will not alert you to not having an account via the password request
> form to prevent folks fishing for email addresses.
> 
> If you did have an account in the past are you sure you are using the right
> email address?
> 
> I looked for a user with the email you used here in bugzilla and there were
> 0 results.

Is that why I see a steady stream of folk on SUMO who think they are resetting their mail passwords on SUMO and complaining that they never get the email?  If so I need to file a bug.

Comment 8

[Alan Silverman]

(In reply to Wayne Mery (:wsmwk) from comment #5)
> (In reply to YF (Yang) from comment #3)
> > I don't understand your steps to reproduce and the actual results.
> 
> seems generally clear
> 
> Trying to log into SUMO.  
> Get password error on sign-in
> request password change
> Change password
> get OK that change is successful
> then [attempt to login again] error message that UN and PW don't match. 
> 
> But Alan, you eventally got logged in?

Actually, Wayne, I had forgotten all about this issue....I can log into this place, Bugzilla.  But still not into https://support.mozilla.org/en-US/products/thunderbird, still get UN/PW mismatch error.  Life goes on, just not with my archived folders ....

Comment 9

[Wayne Mery (:wsmwk)]

madalina, we've had improvement in this area in the past year, correct?

Comment 10

[madalina]

The password reset flow should work fine. Most reports that I see are usually from users with multiple accounts who are using a different username than the one initially registered.
I'd suggest to any user that encounters problems to also make sure they have the correct username: https://support.mozilla.org/en-US/users/forgot-username

Comment 11

[Tim Casey]

Hi Alan, The support.mozilla.org (SUMO) site now uses Firefox Accounts for authentication.

Please try signing in with your Firefox Account. If you don't have one, create one using the same email address you mentioned above and the accounts should link up. Let me know how you go.

FAQ: https://support.mozilla.org/en-US/kb/firefox-accounts-mozilla-support-faq