Very weird cpanel login problem

[4u123]

Customer complains that she cant login to cpanel - it wont accept her password.

I reset her password - tested it and asked her to try again. She logs another support ticket saying that its still not working.

I ask a member of staff to test it and this is what she came up with...

She entered the username and paasword in the login boxes and it rejected the password. She pasted the password into the same box a second time - still couldnt login. She tried a third time, just pasting the password in again without copying it again - it logged her in.

I tried - I logged in fine first time.

She tried again four times by logging in and logging out. The first three were accepted - the fourth was not. This is still using the same copied password.

I've logged in and out about 15 times myself now without any problems.

My experience tells me that usually this kind of thing is a typo issue and because I cant reproduce the issue myself, I'm thinking its got to be user error - but as I said above - my employee has just tried it and its rejected the password in the same way it is doing for the customer. The customer says she cant login at all - but she may only be trying once, then getting back to us.

I've never seen this happen before and I cant find any other posts on the forums with similar issues.

Could it be some kind of cookie issue ?

[andyaav]

Domain might not be pointing to the correct server, ask you customer to use server ip or hostname like http://ip:2082 or http://hostname:2082

[4u123]

If it was pointing to the wrong server they would never be able to login. As I mentioned, she is pasting the password into the same dialogue box every time. The login box cant switch between two different servers.

Besides that, the domain automatically forwards to the server's hostname because we are using a wildcard cert.

[Frimon86]

I had this problem before, make sure your password is not out of the normal like

bob$@#yay

You should have something in numbers like 7573 or a hard word that is not int he dictonary that only you know or something.

Are you still unable to login!??

[4u123]

The password is just ordinary letters and numbers. We asked the customer to keep trying until it eventually let her in. Only time will tell if its an ongoing issue. I think the problem is location specific which makes me think its a cookie issue. Ive never had the problem logging in from my pc using her details, despite trying to reproduce the problem many times.

[Infopro]

If it was pointing to the wrong server they would never be able to login. As I mentioned, she is pasting the password into the same dialogue box every time. The login box cant switch between two different servers.

Besides that, the domain automatically forwards to the server's hostname because we are using a wildcard cert.

It forwards to the hostname because that's how you have it set in WHM. I suppose you have your reasons for using cookie based login as well, but I wouldn't suggest it. For this reason/problem you're having, and the fact that htaccess is more secure.

[4u123]

It forwards to the hostname because that's how you have it set in WHM

Yes, we have that set in WHM because we are using a wildcard cert. You have to use that setting if you want to make use of the cert.

I suppose you have your reasons for using cookie based login as well, but I wouldn't suggest it. For this reason/problem you're having, and the fact that htaccess is more secure.

I dont know anything about the login process in cpanel11 - we dont force a cookie based login in the settings though - it uses whatever the standard method is. I had no idea it was standard htaccess and presumed a cookie would be involved somehow.

[nyjimbo]

I would have her open a notepad or word pad empty doc and then type the password
5-6 times, each time hitting the return/enter key after the password.

Make her do it with you over the phone if possible and tell her not to backup and correct
any typos.

Its really possible her keyboard is messed up. I have seen this happen quite a few times over the years.

The fact she gets in now and then but not always would probably indicate a keyboard problem or something else stopping each key from correctly going into the password field.

Ya never know..........

[Infopro]

Yes, we have that set in WHM because we are using a wildcard cert. You have to use that setting if you want to make use of the cert.



I dont know anything about the login process in cpanel11 - we dont force a cookie based login in the settings though - it uses whatever the standard method is. I had no idea it was standard htaccess and presumed a cookie would be involved somehow.

You really should go thru your settings one by one in "Tweak Settings" section of your WHM and get familiar with what you have there.

Your use of a wildcard is not needed in this case I don't think, the server already has one for cPanel access.