Access denied when trying to access user account after password reset

Chamika

hi All,
I recently upgraded osTicket from 1.5 to 1.18.1 and moved the server to IIS10. I backed up the database and populated it on mySQL 8.3. I faced some issues but I was able to successfully resolve them with the help online. However I recently discoved that existing users cant access their old accounts. I tried restting their password from the admin panel but when I try loggin in with the temp password it gives an error 'Access denied'. When I try this with a new useraccount(which wasnt a part of the old database), it will let me through and asks me to reset the password.
Could it be something from the old database thats causing this issue ?

Also, I have no issues with resetting existing agent passwords.
I checked PHP logs and osTicket logs but couldnt find any issues other than a mailer error which I am aware of.

Please find a snapshot of the system attached. It would be wonderful If I could get some help with this

Thanks,
Chamika

KevinTheJedi

Chamika

Did you have any authentication plugins installed before?

Cheers.

Chamika

hi Kevin,
I have LDAP Authentication and Lookup enabled. I tried disabling that but still didnt work. Other than that I have Oauth2 for emails.

Thanks,
Chamika

KevinTheJedi

Chamika

Did you have the latest version of the LDAP plugin compatible with v1.18.1 installed before running the upgrader? If not the (authentication) backend value in the _user_account table wouldn’t have been converted to the new format. If that’s the case you’d have to find a working user account in the _user_account table, copy the backend value, update all account records where backend equals ldap.client to the working one you copied, and retest.

Cheers.

Chamika

hi Kevin,
Looks like I updated osTicket with an old LDAP plugin installed. I was able to fix the issue after updating the database values. Thank you so much for your help!

Cheers!