Unable to log in because “user response is missing”

  • Resolved kerstie

    (@kerstie)


    5 years, 8 months ago

    Hello,

    Please help me, I need to log in. Every time I put in my username and password, this shows up:

    Authentication failed. User response is missing.

    At first, I thought it was the captcha because sometimes when my internet is slow, I couldn’t log in because it isn’t loading properly. I’ve tried to log in many times, to the point where jetpack has blocked my ip. I’ve submitted my email to them to “unlock” my site, but the log in and reset password links in their auto-responder only led me to an error page with this message:

    {“error”:”Bad Request”,”message”:”Invalid input.”}

    I eventually figured out that the captcha isn’t the problem because:

    1. I read somewhere that the math question shows up when there’s too many log in attempts.
    2. No matter how many times I enter the correct answer it still won’t log in.
    3. I went to WordPress forums and managed to log in despite seeing the same captcha/math questions.
    4. I tried the “Lost your password?” and upon entering my email address, the same error (user response missing) showed up.

    The way I see it, the problem is that it isn’t accepting whatever info I enter, as if I tried to log in without typing anything at all.

    Some troubleshooting that I’ve tried:

    – clearing cache and cookies
    – attempting to log in via phone and not pc
    – refreshing and visiting the page at various times
    – heading over to WordPress.com (it’s linked to my site) and whitelisting my current ip address.

    Some relevant info:

    – My wordpress version is up-to-date.
    – I haven’t installed any new plugins.
    – I haven’t made any big changes to my site besides updating the PHP version in my cpanel. That was about a week or so ago.
    – I’m not a WordPress newbie, but not very knowledgeable with the technical side either. This is the first time that this has happened to me in years.

    Please help. I have no idea what else to search or where else to go. Thank you!

Viewing 4 replies - 1 through 4 (of 4 total)

  • Hi @kerstie,
    so is your website hosted on wordpress.com?

    Thread Starter kerstie

    (@kerstie)

    @lucagrandicelli No, it’s here on www.ads-software.com. It’s just linked via the jetpack plugin so I can check the statistics and my wordpress websites in one place. They also have a security setting there where you can whitelist your ip when you fail to log in, just thought I’d mention that.

    I think you should try renaming your plugins directory via FTP or your host’s Control Panel’s File Manager. Just add 1234 to the name so you can rename it back when you are ready to.

    If you can get back in then rename the plugins directory back and rename the individual plugin’s directory names starting with JetPack and whatever you are using to get the captcha function.

    JetPack had an update earlier today and I’m wondering if that might be causing the problem due to a failed update process. Of course, it could be anything causing this problem. Plugins are a good place to start.

    Thread Starter kerstie

    (@kerstie)

    @jnashhawkins It worked, thank you!!! I renamed the plugins using the File Manager and found the culprit to be Google Captcha by BestWebSoft. Thank you so much for your help.

Viewing 4 replies - 1 through 4 (of 4 total)
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