Agent Login Issue

aandriana

Hello,

We are currently experiencing an issue with accessing the Osticket platform for some of our agents. When attempting to log in using their email and password, they are denied access. They have tried closing all open tabs, using a different browser, and even changing their passwords. Changing the password allows them to log in successfully, but only until the next authentication attempt, at which point the issue recurs.

Could you please assist us in resolving this issue?

Thank you in advance for your help.

KevinTheJedi

aandriana

Sounds like potential session/browser related issues. If/When this happens again, have the Agent visit the site in an incognito window (or entirely different browser; eg. if using Chrome use Firefox or something) and attempt the login. If it doesn't work then something else is going on and you'll need to look deeper into your various logs on the server and the osTicket System Logs. If successful, then that is definitely browser/session related. If it's session/browser related try changing your Apache from PREFORK to FAST_CGI, reload/restart Apache, reload/restart PHP-FPM (if you're running it), and retest.

Cheers.

aandriana

Thank you for your response.

We have already tried using completely different browsers and an incognito window without success. We will proceed with changing the Apache configuration as you suggested and will update you on whether this resolves the issue.

KevinTheJedi

aandriana

Are the Agents using the browser autofill feature by chance? If so have them manually type their credentials to confirm. I’ve seen instances in the past where the credentials are saved to the browser password manager incorrectly and the Agents always attempted login using autofill and thinking the system had an error or something. In reality it was user error as they didn’t try manually typing in their credentials which would’ve worked in that case.

Cheers.