Failure using new password in FO (using 'forgotten password')

[sonjasonja]

I have a shop in PS 1.6.0.9. and I have a problem when a customer in the front shop uses the button 'password forgotten': 

Customer asks for new password, receives a mail with link (this is o.k., so far so good). 

Link works, when customer clicks the link he receives a new password (this is also o.k.). 

However, when that customer wants to login by using this newly sent password, there's an error saying 'Authentication failed'. So, customer is not able to use the newly sent password!!

How can this be fixed?

[Prestachamps]

Hi,

you could try this: enable debug mode, then test the authentication using the new password(if there is something wrong in the database, then error or exception should be displayed on the page)

To enable DEBUG mode: go to ftp, folder /config/ open file called defines.inc.php  , and change this line:

define('_PS_MODE_DEV_', false);

to this :

define('_PS_MODE_DEV_', true);

 

Regards, Leo

[sonjasonja]

Debug mode shows no errors/exception (althought the same authentication error occurs). So this problem is not related to the database I guess... But what can cause this problem if it's not the database?

[Prestachamps]

Hi,

does this issue happens only for existing(old) users, or it is happening for the newly created accounts too?

Do you have a URL where I can test it, or verify the issue?

Do you have any errors or exceptions in the /log/ folder, or in the backoffice: Advanced Parameters -> Logs ?

 

Regards, Leo

[sonjasonja]

Hi Leo, this happens with old and with new customers. The url:  www.makeupgroothandel-shop.nl 

I have no errors in the backoffice (advanced parameters / logs), and no errors in the log/folder...  And I really don't understand how this can happen, I have 2 more shops with same theme and same install and they don't give any problems. I've compared all settings and modules and there's not a difference that explains it. But it's difficult to search if you don't have a clue what might be causing it (and I'm not very skilled in this, so searching for something specific is difficult...). Any clue what might be causing this?

[sonjasonja]

just found out that it has to be something that's related to internet, not to the webshop or database: If I try to recover the password on my laptop, it all works fine (browser chrome). If I try to recover on my samsung S7 mobile (samsung browser) it all works fine. If I try to recover the password on my desktop (browser chrome) the problem occurs. So, it obviously depends on the device I work on, and not on the database. But what can it be that causes this error on one device and not on the other? Some of my customers expierience the problem, some don't have a problem, so also for my customers the problem depends on the device. But where to look on a device to prevent this problem from happening? I still think it has something to do with cookies, but deleting the cookies and browser history does not solve the problem...

[sonjasonja]

I still have the same problem with using the regenerated forgotten password; customer in front office can ask for a new password (mail and links are 100% correct), but if they use the new password there's an error saying 'authentication failed'. On some devices this error does not occur and new password is fine (e.g. on my samsung mobile), but on most devices (laptop, ipad) this error occurs (on safari, chrome, firefox). i don't have a clue how to make this work, everyday I have approx. 10 customers who mail me to ask for a new password because they are unable to use the automatically generated password.... HELP !!

[sonjasonja]

In the meantime, I figured out something important: Customers who register as new customer and use the 'forgot password', are all fine. They receive a new password and the new password is accepted by the shop, they can log in. The problem that the new password is not accepted (authentication failure), is ONLY WITH EXISTING CUSTOMERS (persons who registered a while ago).

I don't know how long ago a customer has or has not a problem, and I also don't know what caused this issue (or at what time). Any clue?