Thread

I have a member who can’t log into my site via a log in form in a template (not accessing the control panel). He has tried two accounts off the same computer, I can access the site using his account. He doesn’t get any feedback after logging in like he’s using the wrong password, etc. The page just reloads like he did nothing. I’m not sure how to figure out what the problem is.

I’ve asked him to clear his cache and cookies and restart, which he has done. I’ve asked him to download and try using Firefox or Chrome instead of Safari to see if it’s a problem with his browser, which I’m getting the feeling is asking too much of him. I have had no problems with the other 25 members who have accessed the site. This is the first group to use the site, eventually there should be 200-300 using the site.

A little bit about the set up. I have all the access settings for most of the site set to “no access” for guests with my login page as the template that loads if the person is not logged in.

Thanks for any suggestions.

Browser has to accept cookies, it might be the problem.
Francois

When it comes to tech support, I can typically solve problems for my users in about 1/10 of the time if I can see the end user’s screen. There are free screen sharing programs (i.e join.me) that allow this. Often the user is doing (or not doing) something that would be obvious to a tech admin. Sometimes this reveals that the problem I am trying to solve is not the real problem.

I don’t know how closely affiliated you are with your members, this might not be something they are comfortable with. However, it would allow you to know the user is on the correct site, using the correct form, typing the username/password correctly, browser is configured properly, etc, etc.