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Brad Gayler

9 Jul 2009 9 Jul '09

2:54 p.m.

I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server All others are able to logon, but I get a timeout error when I try. Is there something locking it up? Can anyone help with this? bgayler@tdpcorp.com

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Michiel Beijen

9 Jul 9 Jul

3:50 p.m.

Hi Brad, What kind of timeout error do you get? Is there something in the Apache error log or the OTRS error log? Are you using authentication against LDAP or AD? Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Jul 9, 2009 at 16:54, Brad Gayler wrote:

I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server

All others are able to logon, but I get a timeout error when I try.

Is there something locking it up?

Can anyone help with this?

bgayler@tdpcorp.com

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Brad Gayler

4:21 p.m.

I am getting an error because internet explorer times out saying ‘Internet Explorer cannot display the webpage. The account shows up in Users, I can reset the password under ‘Lost Password?’, and I am still receiving e-mail notifications. There is nothing in the Apache log file and there is no OTRS log file. (this may be another issue) I am NOT using authentication against LDAP or AD at this time. We are new to OTRS – been running for 4 weeks now. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Thursday, July 09, 2009 9:50 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Login Account cannot be accessed Hi Brad, What kind of timeout error do you get? Is there something in the Apache error log or the OTRS error log? Are you using authentication against LDAP or AD? Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Jul 9, 2009 at 16:54, Brad Gayler wrote: I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server All others are able to logon, but I get a timeout error when I try. Is there something locking it up? Can anyone help with this? bgayler@tdpcorp.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Leonardo Certuche

5:27 p.m.

Do you have any proxy setting on your browser? Have you tried from another machine? Does the OTRS server reply pings from your machine? Greetings, Leonardo Certuche On Thu, Jul 9, 2009 at 11:21 AM, Brad Gayler wrote:

I am getting an error because internet explorer times out saying ‘Internet Explorer cannot display the webpage.

The account shows up in Users, I can reset the password under ‘Lost Password?’, and I am still receiving e-mail notifications.

There is nothing in the Apache log file and there is no OTRS log file. (this may be another issue)

I am NOT using authentication against LDAP or AD at this time.

We are new to OTRS – been running for 4 weeks now.

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Michiel Beijen *Sent:* Thursday, July 09, 2009 9:50 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Login Account cannot be accessed

Hi Brad,

What kind of timeout error do you get? Is there something in the Apache error log or the OTRS error log? Are you using authentication against LDAP or AD?

Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

On Thu, Jul 9, 2009 at 16:54, Brad Gayler wrote:

I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server

All others are able to logon, but I get a timeout error when I try.

Is there something locking it up?

Can anyone help with this?

bgayler@tdpcorp.com

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Brad Gayler

5:43 p.m.

Proxy setting is on Auto Detect I have tried from 2 other machines and get same results. I can logon as root and as any other agent from my laptop and my desktop. Which file contains the user account information? Is there something there that I can check? From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leonardo Certuche Sent: Thursday, July 09, 2009 11:27 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Login Account cannot be accessed Do you have any proxy setting on your browser? Have you tried from another machine? Does the OTRS server reply pings from your machine? Greetings, Leonardo Certuche On Thu, Jul 9, 2009 at 11:21 AM, Brad Gayler wrote: I am getting an error because internet explorer times out saying 'Internet Explorer cannot display the webpage. The account shows up in Users, I can reset the password under 'Lost Password?', and I am still receiving e-mail notifications. There is nothing in the Apache log file and there is no OTRS log file. (this may be another issue) I am NOT using authentication against LDAP or AD at this time. We are new to OTRS - been running for 4 weeks now. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Thursday, July 09, 2009 9:50 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Login Account cannot be accessed Hi Brad, What kind of timeout error do you get? Is there something in the Apache error log or the OTRS error log? Are you using authentication against LDAP or AD? Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Thu, Jul 9, 2009 at 16:54, Brad Gayler wrote: I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server All others are able to logon, but I get a timeout error when I try. Is there something locking it up? Can anyone help with this? bgayler@tdpcorp.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Leonardo Certuche

10 Jul 10 Jul

3:12 a.m.

Hi Brad, The user account information is on the database under the users table. I once forgot the root password so I went there and replaced the pw entry with the same one of a known user and I was able to enter as root using the same password of the known user but you said you can change your password so that's not the case. Since you're able to enter as root, go to /otrs/index.pl?Action=AdminUser and look for your user to make sure is set to valid. If you can access as other user from your machine then there's no connectivity problem, it should be user related. Every time a user logs in, an entry in the log shows up. As root visit /otrs/index.pl?Action=AdminLog using one browser and then with a different browser try to log in as your user, an entry like the following should be seen in the log: User: your.username authentication ok (REMOTE_ADDR: your.own.ip.adrress). Let us know how it goes. Greetings, Leonardo Certuche On Thu, Jul 9, 2009 at 12:43 PM, Brad Gayler wrote:

Proxy setting is on Auto Detect

I have tried from 2 other machines and get same results. I can logon as root and as any other agent from my laptop and my desktop.

Which file contains the user account information? Is there something there that I can check?

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Leonardo Certuche *Sent:* Thursday, July 09, 2009 11:27 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Login Account cannot be accessed

Do you have any proxy setting on your browser? Have you tried from another machine? Does the OTRS server reply pings from your machine?

Greetings,

Leonardo Certuche

On Thu, Jul 9, 2009 at 11:21 AM, Brad Gayler wrote:

I am getting an error because internet explorer times out saying ‘Internet Explorer cannot display the webpage.

The account shows up in Users, I can reset the password under ‘Lost Password?’, and I am still receiving e-mail notifications.

There is nothing in the Apache log file and there is no OTRS log file. (this may be another issue)

I am NOT using authentication against LDAP or AD at this time.

We are new to OTRS – been running for 4 weeks now.

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Michiel Beijen *Sent:* Thursday, July 09, 2009 9:50 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Login Account cannot be accessed

Hi Brad,

What kind of timeout error do you get? Is there something in the Apache error log or the OTRS error log? Are you using authentication against LDAP or AD?

Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

On Thu, Jul 9, 2009 at 16:54, Brad Gayler wrote:

I cannot get my agent account to login. Am using OTRS 2.3.4 with MySQL on windows 2003 server

All others are able to logon, but I get a timeout error when I try.

Is there something locking it up?

Can anyone help with this?

bgayler@tdpcorp.com

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Brad Gayler
Leonardo Certuche
Michiel Beijen