Unable to log in to online portal on Chrome or Edge

calvinnwq_biz
calvinnwq_biz Member Posts: 9 Reckoner Reckoner
in Reckon One

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.

Best Answer

  • calvinnwq_biz
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner
    Answer ✓

    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.

Answers

  • Lucas
    Lucas Reckon Staff Posts: 500 Reckon Staff Reckon Staff
    edited February 2024

    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

    Lucas Andrews
    Technical Support Representative

  • klaura
    klaura Reckon Staff Posts: 444 Reckon Staff Reckon Staff

    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
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner

    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
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner
    edited February 2024
    Screenshot 2024-02-21 145752.png

    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>"
}
    Screenshot 2024-02-21 145610.png


  • Alexis McKeown
    Alexis McKeown Reckon Staff Posts: 601 Reckon Staff Reckon Staff

    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

    Alexis McKeown

    Reckon Senior Technical Support
    Working hard since 2018
  • calvinnwq_biz
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner

    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
    Alexis McKeown Reckon Staff Posts: 601 Reckon Staff Reckon Staff

    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

    Alexis McKeown

    Reckon Senior Technical Support
    Working hard since 2018
  • calvinnwq_biz
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner

    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
    Alexis McKeown Reckon Staff Posts: 601 Reckon Staff Reckon Staff

    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

    Alexis McKeown

    Reckon Senior Technical Support
    Working hard since 2018
  • Reeta
    Reeta Reckon Staff Posts: 334 Reckon Staff Reckon Staff
    edited February 2024

    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
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner
    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.

    Screenshot 2024-02-21 154742.png


  • Reeta
    Reeta Reckon Staff Posts: 334 Reckon Staff Reckon Staff

    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.


    image.png


    image.png

    Please let me know the outcome.

    Kind regards,

    Reeta

  • calvinnwq_biz
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner
    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
    Reeta Reckon Staff Posts: 334 Reckon Staff Reckon Staff

    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
    Lucas Reckon Staff Posts: 500 Reckon Staff Reckon Staff

    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 Andrews
    Technical Support Representative

  • Lucas
    Lucas Reckon Staff Posts: 500 Reckon Staff Reckon Staff

    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 Andrews
    Technical Support Representative

  • Lucas
    Lucas Reckon Staff Posts: 500 Reckon Staff Reckon Staff

    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

    Lucas Andrews
    Technical Support Representative

  • calvinnwq_biz
    calvinnwq_biz Member Posts: 9 Reckoner Reckoner

    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
    Lucas Reckon Staff Posts: 500 Reckon Staff Reckon Staff

    Hi @calvinnwq_biz,

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


    Cheers,

    Lucas

    Lucas Andrews
    Technical Support Representative

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