Similarities are: User cannot log into his account with old PW. We get the message, I let them check their software, request new PWs. Doublecheck the captach. Type the PW in a text editor an copy it to the web interface. The full program. In most cases it results in "PW or Captcha incorrect" messages. And in most cases it works again after a while but just by trying again and again. Nothing specific (believe me, I would tell you). Now, I have (at least) one guy here that cannot get into their account for 2 days! Maybe there is a second one but I haven't heard from him today. And actually I am absolutely helpless cause I don't know what to tell them.

On 6/13/07, Nick Jenkins <nickpj(a)gmail.com> wrote: > It's a lot of work though, and getting UltraVNC set up and the > appropriate > ports forwarded through their firewall/router (and for security turned > off > again once you're done) can be a fairly technically involved endeavour > in > its own right, plus the end-user has to be comfortable with someone > temporarily taking control of their system.

Can OTRS ask for the password, and try to login from their computer, to isolate the problem to either client or server?

Could it be that there is a mistake in the captchas? The picture and text not being the same so when someone types in the captcha it tells them they got it wrong. Trying again and again would give you a different captcha each time until you eventually get one that is correct, and you can then log on. I don't know if different languages have different captchas, but if they do, that would explain why it appears to be a german problem only.

Could it be that there is a mistake in the captchas? The picture and text not being the same so when someone types in the captcha it tells them they got it wrong. Trying again and again would give you a different captcha each time until you eventually get one that is correct, and you can then log on. I don't know if different languages have different captchas, but if they do, that would explain why it appears to be a german problem only.

User cannot log into his account with old PW. We get the message, I let them check their software, request new PWs. Doublecheck the captach. Type the PW in a text editor an copy it to the web interface. The full programm. In most cases it results in "PW or Captcha incorrect" messages. And in most cases it works again after a while but just by trying again and again. Nothing specific (believe me, I would tell you). Now, I have (at least) one guy here that cannot get into their account for 2 days! Maybe there is a second one but I havent heard from him today. And actually I am absolutely helpless cause I dont know what to tell them.

On Thu, 14 Jun 2007 15:28:57 +0200, Brion Vibber <brion(a)wikimedia.org> wrote: So please tell me, what type of info do you need. I can request them, that is no problem. I dont have the problem myslef and actually I start to wish I had, then I could give you a detailed description (incl. OS, browser, firewall, etc.). I cannot look on the peoples computers. You understand our problem? We are just a simple support team. We can just ask you if there is something obvious and as you told there is nothing. Which does not mean there is nothing that migh be somehow related to us. Now I can start to ask the people for specific info. But with all the info you might need, I need to explain those people, what it is, where they have to look. They are normally noobs not computer geeks. They dont know anything about firewall, DNS, routers and all that techie stuff. In many cases they just click on the "e" *sigh* in their destop to get WP running. I know myself pretty well that most users do not have the problem (or maybe many do not complain about that on the OTRS which I cannot exclude but, hey, Germans are good in complaining). However, they seem to be too many to be independent cases. As I tried to point out with my little story, it is always pretty much the same. And that is all info I have at the moment everything else I have to request but then I need to know, what to request. What I could easily provide are a couple of usernames if it might help (I would send that to you in private). Regards and thanks, Sven _______________________________________________ Wikitech-l mailing list Wikitech-l(a)lists.wikimedia.org http://lists.wikimedia.org/mailman/listinfo/wikitech-l

First and foremost: 1) Which wiki

2) Which user 3) Approximate time

It sometimes also helps to get other details like operating system, but we can't do *anything* if we don't know what planet to look on.