1732527 - After last automatic update, I lost access to my audible.com account however, google chrome which I do not prefer, does work.

Status: RESOLVED INCOMPLETE

(Toolkit :: Password Manager: Site Compatibility, defect)

Description

[calculusguy1]

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:78.0) Gecko/20100101 Firefox/78.0

Steps to reproduce:

First I clicked on the sign in button from a regular email that I receive from them. User name and password would not work. I tried contacting them but user name and password required. Clicked on FORGOT PASSWORD. Changed it, still no luck. Got in touch with Amazon Support. They suggested that I try logging in with Google Chrome. It was successful. I do not prefer to use them. I realized that the problem started right after receiving latest update.

Comment 1

[BugBot [:suhaib / :marco/ :calixte]]

The Bugbug bot thinks this bug should belong to the 'Toolkit::Password Manager: Site Compatibility' component, and is moving the bug to that component. Please revert this change in case you think the bot is wrong.

Comment 2

[Dimi Lee [:dimi]]

Hi, thank you for reporting the bug!
I have some questions regarding this issue:

1. Do you mean Firefox fills the username and password correctly when you reach the sign-in page, but fail to log in after clicking the button?
2. Does this only happen when you try to sign in from the the button of an email, or it also happens when you sign in via the website directly?
3. Could you help disable Enhanced Tracking Protection and test whether you can log in again? See here for how to disable it.
4. If you test (3) and you still can't log in, could you help test running Firefox in Safe Mode?

Thank you for your help!

Comment 3

[calculusguy1]

Them, from above, refers to Audible.com which will not accept log in attempts. I made several attempts, changed log in info, tried contacting tech support, finally gave up. Then I went directly to their web sight. still no luck. So finally at AMAZON, their tech support had me use GOOGLE CHROME. SUCCESS. But I prefer FIREFOX.

Dimi Lee, Regarding question one, My user name is filled in correctly, it is visible. I assume the password is also filled in correctly, it is crypto format. But even when I replace each with my own entries, I cannot access my account using FIREFOX.

Regarding question two. It happens when I use the email button AND when I go directly to Audible's website using FIREFOX. Using google,, access granted. However, my email arrives on a FIREFOX format.

I disabled tracking on my computer when I first enstalled Windows 10 a couple of years ago. I do not use any internet on any MOBILE DEVICE.

Regarding 4. Time constraints right now, I have to go to work. Maybe try after work.

Comment 4

[Dimi Lee [:dimi]]

Hi, Thank you for the information!
For question (3), not sure if you mean you disabled "tracking protection". If yes, "Enhanced Tracking Protection" is a different thing, you can see the link to know how to disable it, sorry for the confusing terms we have.

I tried logging to Audible.com, I didn't have any problem and could successfully log in. So I'll guess this might be related to Extensions you installed in Firefox. If you have time, please do test question(3) and (4), that will help us identify the root cause, thank you!

Comment 5

[calculusguy1]

Dimi Lee, Thank you for getting back to me. I am away from my computer alot, so I appologize for taking so long to respond. I did as you suggested and turned off the enhanced Tracking Protection, according to the directions on the link that you provided. NO LUCK. I still cannot log on to my AUDIBLE account. When I am at the login page, My username and cryptographically hidden password is already pasted in, but I keep getting a circular type of error. It continues to request my username and password. They do not work even when I enter them myself.

Then I tried to CHANGE password, but I cannot do that because the page is requesting my login info to do that. I cannot go to any page that allows any commuication with AUDIBLE, when I am using FIREFOX. I can only do it when I am using GOOGLE, or BING, or CHROME

Comment 6

[calculusguy1]

The problem exists whether I try to access AUDIBLE from their website, or from a link that they regularly send me in emails.

I do not know how to test or run FIREFOX in safe mode. I am only moderately computer literate. I know just enough to get into computer trouble.

Comment 7

[Tony Davis]

FYI: I have had odd issues like this in the past (can't log into a specific account with Firefox, OK with Chrome). In most cases, the fix was to Clear the browser cache (go to the 3 bars on the right, click that, go to settings, then choose Privacy & Security, then scroll down until you see "Clear Data" and click on that. Untick the cookies clearing, best to leave them as is if you can. Depending on the speed of your CPU and disk, it can take several minutes to clear that, so wait until you see the "using x bytes of cache" come back with a calculated figure. Hope this helps, hope I have not interfered with the Firefox techies supporting you.

Comment 8

[Dimi Lee [:dimi]]

(In reply to calculusguy1 from comment #6)

I do not know how to test or run FIREFOX in safe mode. I am only moderately computer literate. I know just enough to get into computer trouble.

Hi, Thank you for all the information.
You can see how to run safe mode in the link here.

Also, could you open the browser console , and check what message is shown up when you reproduce this bug (click the login button)? Thanks!

Comment 9

[Sergey Galich [:serg]]

closing for now as we do not have enough actionable information.

:calculusguy1 feel free to reopen if there is more info