Customer Portal

Get Involved. Join the Conversation.

Topic

    JLFolkman
    error_id/7 when using PTA
    Topic posted April 20, 2012 by JLFolkman Gold Trophy: 10,000+ Points 
    1014 Views, 19 Comments
    Title:
    error_id/7 when using PTA
    Content:

     Does anyone know what the error 7 means when using PTA?

    Comment

    • Ernie Turner

      The PTA Manual contains the full list of error codes, but specifically, error code 7 means that the provided credentials for the contact were invalid.

    • Carl Bramblett

      I have an unsual situation where I am getting this error code intermittently. That is, the PTA script seems to work just fine most of the time. However, lately when a user is edited in the Contact Editor it seems to somehow disable their credentials. Any suggestions of things to look for?

    • Ernie Turner

      What sort of edits are users making within the contact editor? I can't think of any reason why this would seemily faily randomly. Are you saying that when the contact is edited then the user can't log in ever again, or just randomly it doesn't work?

    • Jessica Mock

      Are the users getting redirected to log in again?

    • Carl Bramblett

      Hi Ernie and Jessica, thank you for the replies! Since our last update if a user is created from the Contact Editor they cannot login. I was able to reproduce these results by editing the password (org.password) field in a test contact record. This seems to also happen for undetermined reasons from PTA on occasion. We are not actually using the password field -– we are relying on PTA to log the user into the Customer Portal. The users are redirected to our error page upon failure to login.

      Our temporary workaround is to create a new user via PTA login, and then reassign their incidents to that new account.

      I’m sure we are just missing an obvious setting somewhere. Perhaps some change to the different types of login that is creating a conflict?

      Thanks so much for the assistance.

    • Jessica Mock

      Do you have screen shots? We have an issue where the account information will become out of sync and cause the user to go into a loop of consist logging in. We have to reset passwords frequently and makes sure that the username/login is associated to the right contact record.

    • Carl Bramblett

      Hi Jessica,

      I don't really have any useful screen shots because the behavior on our end is simply denying access to the Customer Portal and redirecting to our error page with "7" as the error code. However, I think your behavior of the username/login not being associated with the right contact record could certainly be our problem, too. Thanks for adding that!

      Ernie, do you have any thoughts on what could be causing our issues?

      Cheers,
      Carl

    • Ernie Turner

      What do you mean exactly that you're 'not using the password field'? I kinda think that might be the issue. If you don't set the password of the contact when you create them via the console, I'm guessing their password is basically 'not set' instead of an empty string, which I think is what you really want.

    • Carl Bramblett

      Hi Ernie,

      That makes sense -- should the account start working again in that scenario if we add an emptry string to the password field? How would I do that via the console? I have tried adding and removing passwords, but it has no effect. Conceivably this wil be a larger issue the next time we import a bunch of new users via the console.

      Thanks for the guidance!

      Carl

    • Ernie Turner

      Do you have the config settting enabled that turns off customer passwords? I'm not really knowledgeable on how the console works in that regard, but it might make sense that it wouldn't allow you to add those fields if you told the system to not honor them.

    • Carl Bramblett

      Yes, the config setting is currently set to "not required". Shoudl we require it?

      We also tried adding an empty string to a account that wasn't gaining access to the portal, but still receive the error.

    • Ernie Turner

      Well, I'm not sure I can really answer that question for you. Presumably that config is turned off on your site for a reason right? It's possible that enabling that config will fix your issue, as now when new contacts are created via the console, they'll have blank passwords, but I can't be positive of that.

    • Carl Bramblett

      Hi Ernie,

      We tried enabling the config setting, but unfortunately the behavior was the same. Do you know if there were any significant changes to PTA in the November 2011 version from the February 2011 version?

      Thanks for all your help,

      Carl

    • Carl Bramblett

      P.S. I ask because we didn't have this issue before the upgrade.

    • luke davison

      I'm not aware of any significant changes. If you want to use PTA without providing the contact password, you need to enable the PTA_IGNORE_CONTACT_PASSWORD config setting. Enabling this setting requires encrypted PTA. This will remove the requirement to provide the contact password.