Oooo, new idea!
Have her use a DIFFERENT browser, one that might not have her password
stored in it's password cache, just to see if she's presented with the
main login screen, where she can enter her new password. That won't
necessarily solve her IE problem, but can at least get her into her webmail.
I'm not sure where IE stores saved passwords, or if it's possible to
clear them. I know in Chrome and FF, you can deal with them on a single
password basis, IE might be an all or non approach.
--
Glenn Meadows
Mayfield Mastering
2825 Erica Place
Nashville, TN 37204
615-383-3708
On 11/12/2014 11:21 AM, Bob Fera wrote:
> She's using IE.
>
> /Bob Fera
> I.T. Manager
> Zenith Information Group
> 18757 Burbank Blvd., Suite 116
> Tarzana, CA 91356
> Phone: 818-206-8634 Ext. 160
> Fax: 818-345-2605
> www.zis.com <http://www.zis.com>/
>
> /Members of NACHA
> The Electronic Payments Association/
>
> On 11/12/2014 12:49 AM, Surgemail Support (Marijn) wrote:
>> What browser are the using?�
>>
>> My guess is they cleared "cookies" for the wrong timerange. Chrome
>> will by default try and clear cookies for the last hour which would
>> be of no use in resolving this. Make sure cookies are cleared "for
>> all time". Yesterday before I replied, I confirmed that that
>> definitely works as a workaround.
>>
>> My next suggestion is I detect this surgeweb serverside and serve up
>> the login page instead. This requires me to implement a fix and get
>> you a new surgemail binary. I can spend some time on this tomorrow if
>> you want to try that route.�
>>
>> Marijn
>> �
>> On Wednesday 12/11/2014 at 11:37 am, Bob Fera wrote:
>>> Hi Marijn,
>>>
>>> Thanks for looking into this. Unfortunately I'm told that the user
>>> claims to have done the following:
>>>
>>> delete temporary files, history, cookies, saved passwords, and web
>>> form information
>>> reboot the pc
>>> refresh the page
>>>
>>> And she still gets the same error. I'm finding it hard to believe
>>> that what she did didn't work, but can you think of anything else we
>>> can try?
>>>
>>> Thanks,
>>>
>>> Bob
>>>
>>> /Bob Fera
>>> I.T. Manager
>>> Zenith Information Group
>>> 18757 Burbank Blvd., Suite 116
>>> Tarzana, CA 91356
>>> Phone: 818-206-8634 Ext. 160
>>> Fax: 818-345-2605
>>> www.zis.com <http://www.zis.com>/
>>>
>>> /Members of NACHA
>>> The Electronic Payments Association/
>>>
>>> On 11/10/2014 11:38 PM, Surgemail Support (Marijn) wrote:
>>>
>>> Hmmm... I was not aware of that and yes by ticking the remember
>>> me tickbox and changing the password I can repeat that. Get the
>>> user to clear their cookies and refresh the page and it should
>>> be all sorted.�
>>>
>>> Also I'll have a look to see if I can make the behaviour a bit
>>> nicer in the future.
>>>
>>> Marijn
>>> �
>>> On Tuesday 11/11/2014 at 7:54 am, surgemailHIDDEN@etwinsite.com
>>> wrote:
>>>
>>> Hello,
>>>
>>> This morning we had what appeared to be a compromised
>>> account, so I changed her password. Now, however, when she
>>> attempts to access the system via SurgeWeb she gets the
>>> following message:
>>>
>>> surgeweb request failed.� your session has probably been
>>> logged out
>>>
>>> She never sees a login window (i.e. where she can enter a
>>> username/password). She's cleared her browser cache,
>>> history, etc., but that hasn't helped. I'm guessing she had
>>> marked the "remember me" box. Is there something I can do to
>>> reset her?
>>>
>>> Thanks,
>>>
>>> Bob
>>> --
>>>
>>> /Bob Fera
>>> I.T. Manager
>>> Zenith Information Group
>>> 18757 Burbank Blvd., Suite 116
>>> Tarzana, CA 91356
>>> Phone: 818-206-8634 Ext. 160
>>> Fax: 818-345-2605
>>> www.zis.com <http://www.zis.com>/
>>>
>>> /Members of NACHA
>>> The Electronic Payments Association/
>>>
>>>
>>>
>>
>
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