Failed to login to customer portal

[gcser]

Hello Folks,

Another strange problem (v10.0.5). I’m evaluating OTOBO (running a test system).

I created a customer, and I would like to login to the customer portal using this user data (http://localtestserver/otobo/customer.pl)

The first error is, when I open the link above, the customer portal says: „Just a moment, we are redirecting you…“, and after a second, I get an error message: „Unsuccesful login, wrong username or password“. But I did not enter any username or password…

After that, if I try to login with the customer data what I created earlier, I get the same „login failed“ message.

What do I wrong?

[Sven Oesterling]

Hi again,

first please try and delete your cookies for localtestserver and the IP, there was an older side effect of mixing up this http and https, which I thought should be gone, but just to make sure.

Sven

[gcser]

Hello,

I tried it in incognito mode. Also tried in another browser (Edge, Firefox)… No luck.

[Sven Oesterling]

Good morning,

ok, it’s honestly a bit hard to debug this, just from this picture. I have not yet seen this error, the cookie question was yesterday evening, just to make sure, that it is not related to something else, we had a while ago. The only slightly „strange“ thing I see is, that you go to the server via „localtestserver“, but end up with an ip. (Maybe that’s unwanted in the picture, if so, tell me, I’ll remove it, if you cannot.)

Besides that, I would need more information, however:

1. 1. Which os are you on?
2. 2. Which webserver do you use?
3. 3. Did you install any extra packages within otobo or did any changes on the files yourself?
4. 4. Please have a look at your logs, if you find them. On Ubuntu with apache2 this would be /var/log/syslog and /var/log/apache2/error.log, and see, if you get further error descriptions, there.

• This reply was modified 2 years, 7 months ago by Sven Oesterling.

[gcser]

Hello,

Sorry for mixing the address. I wrote the „localtestserver“ just for indicating, that this is a local test environment. Of course, I use the IP address (10.10.10.131). It is not confidental, this is an internal address.

Client: Windows 10 Prof. Hungarian, Chrome, Firefox, Edge browsers

Server: Centos 8.2.2004, Apache2 installed by yum.

OTOBO extra packages: FAQ (10.0.2), MasterSlave (10.0.1), Survey (10.0.1), TimeAccounting (10.0.1)

Apache error log last lines:

ERROR: OTOBO-CGI-0 Perl: 5.26.3 OS: linux Time: Thu Nov 5 08:12:04 2020

Message: Need Key!

RemoteAddress: 10.10.10.11
RequestURI: /otobo/customer.pl

Traceback (2223):
Module: Kernel::System::Cache::Get Line: 295
Module: Kernel::System::Web::InterfaceCustomer::_StoreFailedLogins Line: 1500
Module: Kernel::System::Web::InterfaceCustomer::Run Line: 350
Module: ModPerl::ROOT::ModPerl::Registry::opt_otobo_bin_cgi_2dbin_customer_2epl::handler Line: 37
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

Apache access log:

10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „POST /otobo/customer.pl HTTP/1.1“ 200 6452 „http://10.10.10.131/otobo/customer.pl?Action=PreLogin;RequestedURL=“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/skins/Customer/default/css-cache/CommonCSS_9997f713bb6674cf00ce9a5698b33608.css HTTP/1.1“ 200 8666 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/skins/Customer/default/css-cache/ModuleCSS_2dadc42536d7e0e5632d5475d73ab218.css HTTP/1.1“ 200 1201 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/skins/Customer/default/css/thirdparty/ui-theme/jquery-ui.css HTTP/1.1“ 200 4062 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/common/css/font-awesome.min.css HTTP/1.1“ 200 7053 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/js/js-cache/TranslationJS_hu_d0ff0ccc0f235e57a1f6295ce53ebe61.js HTTP/1.1“ 200 10311 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/common/css/quicksand.css HTTP/1.1“ 200 373 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/js/js-cache/TemplateJS_12163fc04ef673828d71e3f6a81a4328.js HTTP/1.1“ 200 4859 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/js/js-cache/ModuleJS_68b9a9ccf6f59d07193a000632ed0f10.js HTTP/1.1“ 200 1163 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/skins/Customer/default/css/thirdparty/jstree-theme/default/style.css HTTP/1.1“ 200 1025 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/skins/Customer/default/css-cache/ResponsiveCSS_7d7bc1c3ba4b90a2ebdb0da9bb3ba1f7.css HTTP/1.1“ 200 237 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/common/fonts/quicksand_latin_500.woff2 HTTP/1.1“ 200 26160 „http://10.10.10.131/otobo-web/common/css/quicksand.css“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/common/img/otobo-signet_border.svg HTTP/1.1“ 200 5026 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/common/img/LoginBG.jpg HTTP/1.1“ 200 1489322 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:09:16:06 +0100] „GET /otobo-web/js/js-cache/CommonJS_b482d85d305c8cd7d15fc5d645b1ac00.js HTTP/1.1“ 200 369940 „http://10.10.10.131/otobo/customer.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“

Maybe the error log contains the usable information for you :)

 

Thanks for your help!

[Sven Oesterling]

Hello gcser,

still a bit strange – I assume the message from the error.log aligns with the initial „Unsuccessful login“ after the redirect. I understand at least the message, because there is no user given in this. Why you get there, I don’t understand however. Could you please check the following setting in your SysConfig: „CustomerFrontend::CommonParam###Action“? By default it should be the CustomerDashboard, but maybe it was filled with PreLogin and some other stuff, by accident? (I’m wondering a little bit about this „RequestedURL=&#8220“ in the access.log, that’s strange, too…)

Did you try an explicit login? Also see http://10.10.10.131/otobo/index.pl?Action=AdminLog please.

And lastly, if none works please, just to make sure, it’s a test system, so create a really simple user (e.g. xy) with a simple passwort (yz), and try directly calling:  http://10.10.10.131/otobo/customer.pl?Action=Login;User=xy;Password=yz and see the error.log and the AdminLog, please, if it doesn’t work…

Sven

[gcser]

Hello,

The CommonParam action is „CustomerDashboard“

I created a user: name: test, pass: test

I tried with the direct link (http://10.10.10.131/otobo/customer.pl?Action=Login;User=test;Password=test)

The result is the same (Login failed).

Error log is empty.

 

Access log:

10.10.10.11 – – [05/Nov/2020:10:04:43 +0100] „GET /otobo/index.pl?Action=AdminCustomerUser;Nav=Agent HTTP/1.1“ 200 6356 „http://10.10.10.131/otobo/index.pl?Action=AdminSystemConfiguration;S ubaction=View;Setting=CustomerFrontend%3A%3ACommonParam%23%23%23Action;ChallengeToken=hI7CkA2uFCHPLr66QqXTp9aS7SnIAhCV;“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML , like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:10:04:43 +0100] „GET /otobo-web/js/js-cache/ModuleJS_45c7b490855c8540cf3b7108f5d0037e.js HTTP/1.1“ 200 1885 „http://10.10.10.131/otobo/index.pl?Action=AdminCust omerUser;Nav=Agent“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:10:04:50 +0100] „POST /otobo/index.pl HTTP/1.1“ 200 12698 „http://10.10.10.131/otobo/index.pl?Action=AdminCustomerUser;Nav=Agent“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:10:05:25 +0100] „POST /otobo/index.pl? HTTP/1.1“ 200 53 „http://10.10.10.131/otobo/index.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTM L, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:10:05:25 +0100] „POST /otobo/index.pl? HTTP/1.1“ 200 53 „http://10.10.10.131/otobo/index.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTM L, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:10:05:38 +0100] „POST /otobo/index.pl HTTP/1.1“ 200 6502 „http://10.10.10.131/otobo/index.pl“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHT ML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“
10.10.10.11 – – [05/Nov/2020:10:21:48 +0100] „GET /otobo/customer.pl?Action=Login;User=test;Password=test HTTP/1.1“ 200 6457 „-“ „Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.3 6 (KHTML, like Gecko) Chrome/86.0.4240.183 Safari/537.36“

No idea…

[Sven Oesterling]

What does http://10.10.10.131/otobo/index.pl?Action=AdminLog say?

And what is the entry for Customer::AuthModule in the SysLog?

[Stefan Rother]

Hi Gcser,

Is it possible to connect via remote access (using Teamviewer for example) to your system to analyze the problem?

If yes, please write a short message to hello@otobo.de, a member of our support team will contact you.

I wish you a nice day,

Stefan Rother

Team OTOBO

 

[gcser]

Hi Stefan,

Of course. I write the e-mail.

[Sven Oesterling]

(For those stumbling across this thread, having the same issue: In this case Customer::AuthModule was set to BasicAuth instead of the standard value DB. Though it was not quite clear why, in the end. Setting it back to DB resolved the issue.)

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