Oooo, new idea!

Have her use a DIFFERENT browser, one that might not have her password stored in it's password cache, just to see if she's presented with the main login screen, where she can enter her new password.  That won't necessarily solve her IE problem, but can at least get her into her webmail.

I'm not sure where IE stores saved passwords, or if it's possible to clear them. I know in Chrome and FF, you can deal with them on a single password basis, IE might be an all or non approach.

--
Glenn Meadows
Mayfield Mastering
2825 Erica Place
Nashville, TN 37204
615-383-3708

On 11/12/2014 11:21 AM, Bob Fera wrote:

She's using IE.

/Bob Fera
I.T. Manager
Zenith Information Group
18757 Burbank Blvd., Suite 116
Tarzana, CA 91356
Phone: 818-206-8634 Ext. 160
Fax: 818-345-2605
www.zis.com <http://www.zis.com>/

/Members of NACHA
The Electronic Payments Association/

On 11/12/2014 12:49 AM, Surgemail Support (Marijn) wrote:

What browser are the using?Â

My guess is they cleared "cookies" for the wrong timerange. Chrome will by default try and clear cookies for the last hour which would be of no use in resolving this. Make sure cookies are cleared "for all time". Yesterday before I replied, I confirmed that that definitely works as a workaround.

My next suggestion is I detect this surgeweb serverside and serve up the login page instead. This requires me to implement a fix and get you a new surgemail binary. I can spend some time on this tomorrow if you want to try that route.Â

Marijn
Â
On Wednesday 12/11/2014 at 11:37 am, Bob Fera wrote:

Hi Marijn,

Thanks for looking into this. Unfortunately I'm told that the user claims to have done the following:

delete temporary files, history, cookies, saved passwords, and web form information
reboot the pc
refresh the page

And she still gets the same error. I'm finding it hard to believe that what she did didn't work, but can you think of anything else we can try?

Thanks,

Bob

/Bob Fera
I.T. Manager
Zenith Information Group
18757 Burbank Blvd., Suite 116
Tarzana, CA 91356
Phone: 818-206-8634 Ext. 160
Fax: 818-345-2605
www.zis.com <http://www.zis.com>/

/Members of NACHA
The Electronic Payments Association/

On 11/10/2014 11:38 PM, Surgemail Support (Marijn) wrote:

    Hmmm... I was not aware of that and yes by ticking the remember
    me tickbox and changing the password I can repeat that. Get the
    user to clear their cookies and refresh the page and it should
    be all sorted.Â

    Also I'll have a look to see if I can make the behaviour a bit
    nicer in the future.

    Marijn
    Â
    On Tuesday 11/11/2014 at 7:54 am, surgemail-list@netwinsite.com
    wrote:

        Hello,

        This morning we had what appeared to be a compromised
        account, so I changed her password. Now, however, when she
        attempts to access the system via SurgeWeb she gets the
        following message:

        surgeweb request failed.  your session has probably been
        logged out

        She never sees a login window (i.e. where she can enter a
        username/password).. She's cleared her browser cache,
        history, etc., but that hasn't helped. I'm guessing she had
        marked the "remember me" box. Is there something I can do to
        reset her?

        Thanks,

        Bob
        --
        /Bob Fera
        I.T. Manager
        Zenith Information Group
        18757 Burbank Blvd.., Suite 116
        Tarzana, CA 91356
        Phone: 818-206-8634 Ext. 160
        Fax: 818-345-2605
        www.zis.com <http://www.zis.com>/

        /Members of NACHA
        The Electronic Payments Association/