-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1
Sven Hagge wrote:
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.
Well, let me give an example.
Let's say we run a building with access control using key codes. Somebody tells us "hey, I heard from a couple people that they couldn't get into the building. Can you see what's wrong?"
Now we know that: a) a lot of people are getting into the building just fine b) nobody who can't get into the building has contacted us about it c) it's normal for some people to occasionally type in passwords wrong
So if we need to respond to some particular person's problem, we can't just look for "every mistyped code". That won't help anything.
We need to know who we're actually looking for, so we can see which are actually a problem, look for commonalities, etc.
So please, please, please, please, please forward specific information to us. It won't always help, but it usually will.
- -- brion vibber (brion @ wikimedia.org)