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New Contributor
Accepted Solution

why do i have to reset my password each time I visit the SmartBear forum?

Why must I reset my password each time I visit the SmartBear forum.  I can reset it each time to get back in but the minute I log out, I must again request a password reset.

 

Using the URL supplied in the password reset email:  https://community.smartbear.com/

 

Troy

td920

 

Community Manager

Re: why do i have to reset my password each time I visit the SmartBear forum?

Hi,

 

It's sad to hear this. I'll send you a private message.

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Tanya Gorbunova
SmartBear Community Manager


TanyaGorbunova
Occasional Contributor

Re: why do i have to reset my password each time I visit the SmartBear forum?

I'm having the same issue in Chrome, Firefox, and IE11... But not in Edge which works fine.

I'd prefer to use Chrome and to not have to reset my password every time.

 

It seems that there is some hidden field which is not working properly in the browsers exhibiting this issue.

 

It would be good to have a public explanation and resolution shared here instead of privately to expedite the resolution for other/future users having the same issue.

Community Manager

Re: why do i have to reset my password each time I visit the SmartBear forum?

Hi,

 

 

We are checking this behavior on our side. Everything works fine on our side so far in different browsers.

Give us some for the deeper investigation.

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Tanya Gorbunova
SmartBear Community Manager


TanyaGorbunova
Occasional Contributor

Re: why do i have to reset my password each time I visit the SmartBear forum?

[ Edited ]

I have resolved the issue for myself... The culprit was how I had initially saved the login credentials in LastPass.

 

Apparently I must have used the option to capture & save ALL field values which included a hidden Captcha response and other fields which may still be used to login, as can be seen in the following screenshot:

LastPass SmartBear Community.png

 

I tried deleting all but the minimum required form fields, but that didn't work. What fixed it for me was completely deleting the LastPass entry for the SmartBear community, then logging in using a fresh browser tab and saving the credentials as a new entry. I then confirmed that it continued working in the same and other browser sessions.

 

The reason Edge was working fine is because it doesn't (yet) officially support LastPass and so the hidden field values weren't being modified by LastPass when the page loaded.

New Contributor

Re: why do i have to reset my password each time I visit the SmartBear forum?

Thanks PaulMEdwards!

 

You got me thinking about LastPass.  While my ultimate issue was different than yours it was related to LastPass.  For my saved site I had the URL pointed to https://community.smartbear.com/.  Because I also have a seperate AlertSite login I should have saved the URL for the forum to the login screeen URL instead.  Once I updated the site URL to the login page it works fine now.

 

lp.jpg

 

 

Thank you,

Troy

 

Community Manager

Re: why do i have to reset my password each time I visit the SmartBear forum?

Hi Guys,

 

Thanks for troubleshooting the issue to find out its cause. I'm glad to hear that the issue is resolved right now.

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Tanya Gorbunova
SmartBear Community Manager


TanyaGorbunova
New Contributor

Re: why do i have to reset my password each time I visit the SmartBear forum?

[ Edited ]

Thank you all for your responses here.

I have discovered one more issue and came up with the solution.

 

The issue: Even after resetting the password via the "forgot password" link, I could not log into the community site.

Solution: Open a brand new browser window in Incognito mode ( Chrome/Firefox), then copy your link from the reset password email into the browser address bar.

 

Complete the reset flow and now you'll be able to login to the site.

 

Note: I believe LastPass still has an issue if you try to go through reset password with it. 

New Contributor

Re: why do i have to reset my password each time I visit the SmartBear forum?

my problem is the same but has nothing to do with LastPass.  I manually type in my login info.

Highlighted
Community Manager

Re: why do i have to reset my password each time I visit the SmartBear forum?

Hi Bondo,

 

Could you please check your Turn off auto-signin settings here?

https://community.smartbear.com/t5/user/myprofilepage/tab/personal-profile%3Amanage-autologin-cookie

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Tanya Gorbunova
SmartBear Community Manager


TanyaGorbunova