Unable to log in to online portal on Chrome or Edge

calvinnwq_biz

I just tried to sign up for a trial account and my first experience is this...

It keeps prompting "Check your username or password". This happens on Chrome and Edge. I am able to log in via Firefox.

calvinnwq_biz

Hi @Lucas

Thanks, I'm a developer so it comes naturally for me to check console output and the network.

I have attempted to switch to an entirely new Chrome profile which is a clean slate and I was able to log in. I suspected it was some Chrome extension and went through one by one the extensions I had, disabling and trying to log in. I have found the offending Chrome extension.

Redux DevTools 3.1.6

Disabling or removing this extension allows me to log in via Chrome now.

Lucas

Hi @calvinnwq_biz,

That's very strange, could you please provide further information such as if you are using autofill or manually typing in your details or have extensions enabled?

Do you only have this issue when attempting to sign up for a trial account or logging on in general?

Have you also checked you have completed the verification email?

Thank you and speak soon.

Cheers,

Lucas

klaura

Hi calvinnwq_biz,

I apologize for the inconvenience you’re facing during your sign-up process. Have you tried clearing your cache and cookies?

Sometimes cached data can cause login issues. To clear your browser’s cache and cookies:

Chrome: Click the three dots in the top-right corner, go to “Settings,” then “Privacy and security,” and choose “Clear browsing data.”

Edge: Click the three dots, go to “Settings,” then “Privacy, search, and services,” and choose “Choose what to clear.”

Let me know if the issue persists.

Best regards,

calvinnwq_biz

Hi all,

I have done the following already to no avail:

• Autofill through password manager
• Manually typed username + password
• Tried in Chrome incognito with no extensions
• Tried in Edge with no extensions
• Completed the verification email. I am able to log in via Firefox to confirm.
• Cleared cookies
• Cleared cache
• Made sure to enable cross-site cookies

Nothing works for me on Chrome (Win 11 or Mac) and Edge (Win 11)

The only way I can log in is through Firefox (Win 11)

calvinnwq_biz

Looking at the network tab the login request also responds with 200 OK:

{
  isNewUser: false
  login: true
  mfaEnabled: false
  mfaMaxAge: 1708574012
  mfaRequired: false
  region: "AU"
  result: "success"
  tenancyId: "RECKON"
  token: "<redacted>"
  userid: "<redacted>"
}

Alexis McKeown

Dear @calvinnwq_biz ,

This may seem a bit unusual, but can you try accessing the Portal with a different internet connection (i.e. mobile data), then attempt to access via Chrome?

Failing this, can you try to use your phone's internet browser (if you can install Chrome onto your phone, we would recommend trying Chrome on mobile) and attempt a sign-on?

It could be specific to your current internet connection protocols and/or device protocols.

We appreciate your ongoing patience.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

calvinnwq_biz

Hi @Alexander McKeown

I just tried the following with the results:

1. Switching to tether from Mobile connection and in Chrome (Same error and failed to login)
2. Chrome on iPhone (Successfully signed in)

Alexis McKeown

Dear @calvinnwq_biz ,

If you don't mind me asking, what kind(s) of devices are you using?

Do you have a specific flavour of Windows 11 or MacOS?

It may be device-specific, so I want to try and get as much information as I can for development to investigate.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

calvinnwq_biz

Edition: Windows 11 Home

Version: 23H2

OS build: 22631.3155

Experience: Windows Feature Experience Pack 1000.22684.1000.0

Processor: 12th Gen Intel(R) Core(TM) i7-12700KF  3.60 GHz

System type: 64-bit operating system, x64-based processor

Alexis McKeown

Dear @calvinnwq_biz ,

Thank you for all of your information.

We'll be passing this to our development team for further investigation.

We'll provide updates here or via PM as and when we receive them.

Kind regards,

Alexander McKeown

Reckon Senior Technical Support

Reeta

Hi @calvinnwq_biz ,

Could you please try checking the chrome permissions and also update the chrome to new version and try ?

Kind Regards,

Reeta

calvinnwq_biz

https://community.reckon.com/discussion/comment/20643707#Comment_20643707

What Chrome permissions are you referring to? I've already checked privacy settings. Also updated to latest available version of Chrome.

Reeta

Hi @calvinnwq_biz ,

Thank you for your quick response.

I was referring to site settings permissions as shown in image below.

To access permission:

• Go to reckon portal
• On the left hand side of web address click on site settings and it will open the permissions.
• Click on Reset permissions.
• Once you done this close the browser and reopen.

Please let me know the outcome.

Kind regards,

Reeta

calvinnwq_biz

https://community.reckon.com/discussion/comment/20643710#Comment_20643710

Hi @Reeta

Yes I have also done that. This is the privacy settings I'm mentioning. I've cleared cookies and reset permissions as well. Still does not work.

Reeta

Hi @calvinnwq_biz ,

Thank you for confirming.

As Alexandar mentioned, this case has already been escalated to our Development team, and they are investigating it.

Once we receive an update from them, we will promptly inform you. We sincerely apologize for any inconvenience caused and appreciate your patience.

Kind regards,

Reeta

Lucas

Hi @calvinnwq_biz,

Firstly, don't get distracted by the console output. This is somewhat normal behavior for your browser because modern websites use JavaScript. While we wait for the developer's input, would restoring Chrome or Edge to their default configuration an option for you? Thank you and speak soon.

Cheers,

Lucas

Lucas

Hi @calvinnwq_biz,

That's awesome to hear! Thank you for letting us know. If you require further assistance, please don't hesitate to reach out.

Cheers,

Lucas

Lucas

Hi @calvinnwq_biz,

Our developers have notified me that the Portal issue you were experiencing has had a fix released. Could you please let me know, if you still experience any issues with logging in? Thank you.

Cheers,

Lucas

calvinnwq_biz

Hi @Lucas

I've just tried logging with the extension enabled and can confirm I am able to log in now. Both in Chrome and Edge

Lucas

Hi @calvinnwq_biz,

That's great to hear, if you see anything strange like this in the future, please let us know!

Cheers,

Lucas