user login password not working

  • Certain users attempting to log in cannot do so, even if their username and password is saved in their browser. It always returns the incorrect password error. I cannot recreate the error on my side and it is only limited to one company accessing the site from their company internet. Not sure if they are using VPN but my records show all the users are using the same IP address although they are using different computers. They wont let me use remote software to investigate as they believe it to be a security issue.

    My questions as follows: Does the duplicate IP address mean they are using a VPN? And has anybody encountered the issue of login details never working, if so how did you fix it?

    The page I need help with: [log in to see the link]

Viewing 7 replies - 1 through 7 (of 7 total)
  • Moderator James Huff

    (@macmanx)

    A duplicate IP for everyone at the same company most likely means that they’re on their building’s network, so everyone shares the same IP.

    You’ll also see this from schools, libraries, coffee shops, different people in the same house, really anywhere with a shared connection.

    The IP is the network identifier, not an identifier of an individual computer or device.

    Usually this problem is just something as simple as the password was saved incorrectly. I’d start by asking someone there to create a new account with an incredibly simple password, log out, and then try logging in again with the new account.

    If that works, you know it’s just a problem with how they saved their passwords for the other accounts.

    Thread Starter eugenegillmer

    (@eugenegillmer)

    As far as i can see typing the username or password incorrectly is not the problem, like i stated their username and password was saved in the browser and the issue occurs for every user every time. I came to the support forum, because 2 days of extensive internet searches has turned up nothing. Thanks for the info on IP addresses, i wasnt sure why all users have the same IP, since i havent seen the same phenomenon with other companies or even with our company’s internal network. All the troubleshooting data I have is that this is the only company (using our service) with all users sharing the same IP so i thought it might be the reason although it shouldnt make a difference.

    Moderator James Huff

    (@macmanx)

    like i stated their username and password was saved in the browser and the issue occurs for every user every time.

    That’s assuming that the passwords are being saved correctly in the first place, which is why I’m suggesting a simple new account test with that part left out.

    Thread Starter eugenegillmer

    (@eugenegillmer)

    allright I will request somebody tries it and get back to you. In the meantime, have you encountered any other company network settings or firewall, VPN etc. that could interfere with wordpress login?

    Moderator James Huff

    (@macmanx)

    Not in this manner, incorrect password always means incorrect password, so there’s something going wrong before it gets to submitting the password.

    Thread Starter eugenegillmer

    (@eugenegillmer)

    It makes no sense to me either. I’m gonna put some pressure on them to let me in remotely so i can do some troubleshooting. will be back with feedback in a while. Thanks for your time, you confirmed my suspicions

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    Moved to Fixing WordPress, this is not an Everything else WordPress topic.

Viewing 7 replies - 1 through 7 (of 7 total)
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