Customer Corruption

[sandlg]

Hi...we're using version 6 and every so often customer accounts are corrupting. When a customer tries to log on to the site, they get a message "No such user (or invalid password...)." Upon verification, the user exists and the user name and password are all correct. This has happened to about 8 customers so far (out of about 500) but is definitely a concern for my client. Is anyone else experiencing this? Does anyone know why this would happen? Any suggestions would be appreciated. Thanks.

[Ben]

Hi Steven

Both the username and password are case sensitive which can cause some confusion if the customer is not aware of this. What happens when you log in using the customer's details?

Ben

[sandlg]

Ben...thanks for the reply. That's not the problem unfortunately. If I check the username and password (via the email that's sent) and then enter that exact information, it still doesn't work. Even if we reset the username and password to something different, it still doesn't work. The user has to be completely removed and readded in order to work properly. There's definitely something not right. Any other ideas?

[Ben]

Hmmm. You could try deleting *.cat and *.fil both in the local Site1 folder and in the remote acatalog folder and then refreshing the site. If you have no joy there, register a support query here as your snapshot will probably be required for further investigation.