Password Reset does not work

Hi.

Please refer to this screencast: http://screencast.com/t/FceTP4kXFGW?

Please note that I am unable to retrieve and reset my password, neither by username or email.

Please note that this feature used to work flawlessly. So I don't know if this is plugin related or MU plugin related or theme related.

Please advise.

A sample user name and email is

davidtester5

davidtester5@testing.com

Please advise

  • Kasia Swiderska

    Hello David,

    Are you receiving any other emails from your site? First it looks like there is problem with reset password form that is under login link. Second form on /my-account/lost-password/ is working but email is not send at all.
    There is account on your site wpmudev that I used to perform testes of your site and this Saturday I got email about resetting password for it. So that feature was working last week.
    Do you remember what changed on your site since then? What new plugins did you installed, what was updated?
    There has to be change done on your site that did that.
    If you don't recall any changes, please run a quick plugin/theme conflict test as illustrated in getting support manual (flowchart). Let me know how it goes.
    http://premium.wpmudev.org/manuals/using-wpmu-dev/getting-support/

    kind regards,
    Kasia

  • Kasia Swiderska

    Hello David,

    Are you receiving any other emails from your site? First it looks like there is problem with reset password form that is under login link. Second form on /my-account/lost-password/ is working but email is not send at all.
    There is account on your site wpmudev that I used to perform testes of your site and this Saturday I got email about resetting password for it. So that feature was working last week.
    Do you remember what changed on your site since then? What new plugins did you installed, what was updated?
    There has to be change done on your site that did that.
    If you don't recall any changes, please run a quick plugin/theme conflict test as illustrated in getting support manual (flowchart). Let me know how it goes.
    http://premium.wpmudev.org/manuals/using-wpmu-dev/getting-support/

    kind regards,
    Kasia

  • David

    Hi.

    The site is in development so changes are made, yes, but mostly to things like the map plugin which should not affect login issues. and woo commerce and Authorize.net DPI plugin to process orders.

    Note: I deactivated all plugins save for Membership Pro 2 and WPMU Dev Dashboard and the problem with password retrieve persists.

    When I deleted, temporarily, the MU plugins, the problem persists.

    Note: with all but two plugins active I can go to http://www.taggedbyanangel.com/account/#lostpassword AND submit a password retrieve, however when I receive the email, and I DO receive it, I receive this body message with NO LINK:

    Someone has requested a password reset for the following account: http://www.taggedbyanangel.com/ Username: davidoptonline If this was a mistake, just ignore this email and nothing will happen. To reset your password, visit the following address

    The address link is not included in the email.

    If I switch to another theme in the Twenty series the login option is not available.

    NOTE: With ALL plugins active, there are two ways to get to TWO separate account pages. One I assume is generated by the Membership Pro plugin and the other by the Theme(?)

    Please view screencast: http://screencast.com/t/whC8hQSAvozr
    Scenario 1:

    Contact...Account... http://www.taggedbyanangel.com/account/
    sends me to: http://www.taggedbyanangel.com/account/#lostpassword
    No link in email (see above)

    Scenario 2:
    Contact...My Account... http://www.taggedbyanangel.com/my-account/
    Click "Lost Password Link" sends me to:
    http://www.taggedbyanangel.com/my-account/lost-password/

    This sends email with link back to: http://www.taggedbyanangel.com/my-account/lost-password/?show-reset-form=true
    From here I may FINALLY reset my password.

    Q: can this ticket issue be related at all to this other ticket from moths ago? (It's a long one and the login region is prominent in the ticket?) https://premium.wpmudev.org/forums/topic/membership-2-funcionality-issues#post-1099886

    Please advise.

  • Ash

    Hello David

    In scenario 1, the email you are getting is for admin email. The user who us requesting to reset password should get a different email.

    What happens if you try to reset password from backend?

    The login form at the top, is there any plugin responsible for that? Or is it integrated in the theme? If you disable all other plugins, then the reset password works?

    Have a good day!

    Cheers
    Ash

  • David

    HI.

    Re: deactivating all plugins and retesting:

    As I mentioned on Fri Oct 21 2016, 2:37:08 PM entry at the outset

    Note: I deactivated all plugins save for Membership Pro 2 and WPMU Dev Dashboard and the problem with password retrieve persists.

    When I deleted, temporarily, the MU plugins, the problem persists.

    RE. Processing Emails:

    Note 1: I can receive emails from the Contact 7 form on The Angel Registration page (Under Shop dropdown).

    Note 2: The form from the contact page fails to transmit.

    Note 3: I can register as a new user and login but I am neither receiving emails as the administrator nor as the new member who signed up. Tested on both Gmail and domain email via Outlook.

    Something has become amiss re. emails being processed by the membership module. BUT as I said, I do get my Contact 7 plugin email.

    RE. Changing the password on from the users panel in the dashboard.

    The admin can change the password without issue and the user can login with the new password.

    RE. the top nav login.

    The login text box came with the theme. This is the demo: http://preview.themeforest.net/item/organic-store-organic-food-eco-products-theme/full_screen_preview/14855987

    NOTE: WPMU did some serious work on the login textbox from a previous ticket. The field is provided by the theme developer but your techs took over the form.

    Look under themes/organics/templates/headers/_parts/login.php.

    I attached a copy of the file.

    I think this goes back to: https://premium.wpmudev.org/forums/topic/membership-2-funcionality-issues#post-1099886

    I have extended access into the dashboard by 7 days. Please feel free to access and view. (note, the map app people are also inside for the next 24 hours or so for maintenance)

    Thanks

    -------------------------------
    Your edited code for themes/organics/templates/headers/_parts/login.php.

    <div id="popup_login" class="popup_wrap popup_login bg_tint_light">
        <a href="#" class="popup_close"></a>
        <div class="form_wrap">
            <div class="form_left">
    <?php echo do_shortcode('[ms-membership-login]'); ?>
            </div>
            <div class="form_right">
                <div class="login_socials_title"><?php esc_html_e('You can login using your social profile', 'organics'); ?></div>
                <div class="login_socials_list">
                    <?php echo trim(organics_sc_socials(array('size'=>"tiny", 'shape'=>"round", 'socials'=>"facebook=#|twitter=#|gplus=#"))); ?>
                </div>
                <div class="login_socials_problem"><a href="#"><?php esc_html_e('Problem with login?', 'organics'); ?></a></div>
                <div class="result message_block"></div>
            </div>
        </div>  <!-- /.login_wrap -->
    </div>      <!-- /.popup_login -->
  • Rupok

    Hi David,

    Thanks for the additional info. Let's fix the email reset link first. I tried to login with Support Access to check the issue live and also check your email configuration and templates but your site keeps loading and loading, nothing comes up. Same is happening for my colleague Nithin too. So I could not investigate the issue.

    Can you please check and take care of it so we can login with Support Access, and investigate further? I'm looking forward to hear from you and resolve this issue as soon as possible.

    Have a nice day. Cheers!
    Rupok

  • Kasia Swiderska

    Hello David,

    Support access is working now, thank you. I tested those forms and it looks like there is problem with mails that are send with ajax.
    First reset password form is not passing what is in field for email, second is sending email, but wrong email.
    I checked on my site and in both cases reset password email worked fine.

    You wrote

    If I switch to another theme in the Twenty series the login option is not available.

    Yes, because that is your theme feature that login popup - but you still can access to that page http://www.taggedbyanangel.com/account/ - my question is, when you switched to twenty theme have you tested that link?
    If yes, and it worked then that means there is problem with theme. If not, then there is another reason for that.

    Could you do backup of your site and let me do some troubleshooting? If yes, then could you please send in the following via our secure contact form https://premium.wpmudev.org/contact/ :

    - Mark to my attention, the subject line should contain only: ATTN: Kasia Swiderska
    - Do not include anything else in the subject line, doing so may delay our response due to how email filtering works.
    - Link back to this thread
    - Include WordPress admin access details (login address, username & password)
    - Include FTP log-in details (hostname, username & password)
    - Include any relevant URLs for your site

    IMPORTANT: Please make sure you select "I have a different question" for your topic, so it doesn't go back to the forums - this and the subject line ensure that it gets assigned to me.

    Please confirm here that you've send that email

    kind regards,
    Kasia

  • Kasia Swiderska

    Hello David,

    Can you check with your hosting provider if mysql was not updated recently on your site? I found only this error in debug log

    [06-Nov-2016 06:42:26 UTC] PHP Warning: mysqli_real_connect(): Headers and client library minor version mismatch. Headers:50550 Library:50633 in wp-includes/wp-db.php on line 1529

    that usually means that php is was not compiled with right version of mysql.

    In case this is only warning that has nothing to do with what happens with password resets I created task for our Second Line Support experts to investigate issue further. They will check this warning and password problem.

    kind regards,
    Kasia

  • David

    Hi Kasia.

    Please review this screencast: http://screencast.com/t/x8EFPGnyXn.

    I went to my server, repaired the database.

    Here are the results:

    Repair a MySQL Database
    Repairing taggedby_wp
    
    taggedby_wp.wp_commentmeta                         OK
    taggedby_wp.wp_comments                            OK
    taggedby_wp.wp_eg_grids                            OK
    taggedby_wp.wp_eg_item_elements                    OK
    taggedby_wp.wp_eg_item_skins                       OK
    taggedby_wp.wp_eg_navigation_skins                 OK
    taggedby_wp.wp_layerslider                         OK
    taggedby_wp.wp_links                               OK
    taggedby_wp.wp_options                             OK
    taggedby_wp.wp_postmeta                            OK
    taggedby_wp.wp_posts                               OK
    taggedby_wp.wp_revslider_css                       OK
    taggedby_wp.wp_revslider_layer_animations          OK
    taggedby_wp.wp_revslider_navigations               OK
    taggedby_wp.wp_revslider_sliders                   OK
    taggedby_wp.wp_revslider_slides                    OK
    taggedby_wp.wp_revslider_static_slides             OK
    taggedby_wp.wp_term_relationships                  OK
    taggedby_wp.wp_term_taxonomy                       OK
    taggedby_wp.wp_termmeta                            OK
    taggedby_wp.wp_terms                               OK
    taggedby_wp.wp_usermeta                            OK
    taggedby_wp.wp_users                               OK
    taggedby_wp.wp_woocommerce_api_keys                OK
    taggedby_wp.wp_woocommerce_attribute_taxonomies    OK
    taggedby_wp.wp_woocommerce_downloadable_product_permissions OK
    taggedby_wp.wp_woocommerce_order_itemmeta          OK
    taggedby_wp.wp_woocommerce_order_items             OK
    taggedby_wp.wp_woocommerce_payment_tokenmeta       OK
    taggedby_wp.wp_woocommerce_payment_tokens          OK
    taggedby_wp.wp_woocommerce_sessions                OK
    taggedby_wp.wp_woocommerce_shipping_zone_locations OK
    taggedby_wp.wp_woocommerce_shipping_zone_methods   OK
    taggedby_wp.wp_woocommerce_shipping_zones          OK
    taggedby_wp.wp_woocommerce_tax_rate_locations      OK
    taggedby_wp.wp_woocommerce_tax_rates               OK
    taggedby_wp.wp_wpgmza
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wpgmza_categories
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wpgmza_category_maps
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wpgmza_datasets
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wpgmza_maps
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wpgmza_polygon
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wpgmza_polylines
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wplc_chat_msgs
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wplc_chat_ratings
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wplc_chat_sessions
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wplc_chat_triggers
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wplc_offline_messages
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wplc_roi_conversions
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wplc_roi_goals
    note     : The storage engine for the table doesn't support repair
    taggedby_wp.wp_wpuf_transaction                    OK
    
    Done.

    I then went to Easy Apache 3 and rebuilt it.

    Here' some info from the end process:

    Configure PHP and suEXEC
    This tool allows you to configure the Apache PHP Handler, the default PHP version and suEXEC support. The default PHP version determines which version of PHP is used for files with a '.php' extensions when served by Apache. Enabling suEXEC provides support for Apache to run CGI programs as the user ID of the account owner. suEXEC is not PHPSuExec. Ruid2 provides functionality similar to suExec, but is POSIX-based. Please refer to the documentation for a detailed explanation of how each handler functions.
    Current Configuration
    Option 	Configured Value
    Default PHP Version (.php files) 	5
    PHP 5 Handler 	suphp
    
    Apache suEXEC 	on
    Apache Ruid2 	off
    Alter Configuration
    Option 	Value
    Default PHP Version (.php files)
    PHP 5 Handler 	
    
    Apache suEXEC 	
    
    Do a dryrun (do not actually apply the new settings, just view the php config that would be generated).

    I hope this helps. Could you please review again.

  • Rupok

    Hi David,

    Most probably your storage engine is InnoDB. InnoDB tables don't require and/or can't be repaired with the repair function. Only MyISAM tables can be repaired. So can you try changing your storage engine to MyISAM and check how your repairing goes? You will get more details in these articles regarding changing storage engine: https://www.electrictoolbox.com/mysql-change-table-storage-engine/
    http://www.shoutmeloud.com/convert-wordpress-database-innodb-myisam.html

    Please let us know how it goes. If it doesn't resolve your repairing issue, please let us know. We will be glad to assist further.

    Have a nice day. Cheers!
    Rupok

  • David

    Hi.

    Could you please watch this screencast: http://www.screencast.com/t/FxJiPkSR

    To Rupok.

    As noted n the screencast, most of my databse tables, with the exception of my Map app plugin related tables, alreay are MyISAM.

    To Kasia. I never heard back from you in regards to my direct message with the login you requested. It includes access to the cpanel and phpMyAdmin.

    Question: Would going back to the original registration code from the theme and rebooting this piece of the project help?

    Question: does the register function with the reset password feature and emailing depend upon xmlrpc.php?

    Please advise

  • Kasia Swiderska

    Hello David,

    To Kasia. I never heard back from you in regards to my direct message with the login you requested. It includes access to the cpanel and phpMyAdmin.

    I'm sorry for confusion - I saw that there was answer from Mike to you when you send those. It means we received them and as I said here https://premium.wpmudev.org/forums/topic/password-reset-does-not-work#post-1169447 I created task for our Second Line Support (our coding experts) because I haven't found reason of the problem on your site. Only those warning is debug log.

    If you compiled PHP to mach MySQL version you have on server and there is no more warning message in debug.log that means that was not related to problem (it was long shot, but I wanted to be sure I haven't missed anything there).

    Question: Would going back to the original registration code from the theme and rebooting this piece of the project help?

    But then we will be back to point where Membership login form in not working at all because of that theme form. I don't know if that will help.

    Question: does the register function with the reset password feature and emailing depend upon xmlrpc.php?

    No, it does not.

    kind regards,
    Kasia

  • Nithin

    Hi David,

    Hope you are doing good today. :slight_smile:

    Q: will I be hearing back from the second line of support here in this ticket?
    Note: I have extended support access through Dec 1. You should have access to the site all November.

    Thank you for extending the access. Yes, you'll be updated in this thread regarding the status of this issue. Please do note that SLS work round the clock with many critical issues, and hence have a slow response time. Either myself, or the developer will keep you posted asap.

    Kind Regards,
    Nithin

  • David

    Hi Kasia

    I'd appreciate that.

    Could you please pass along this screencast: http://www.screencast.com/t/sMGM1i3gr3d.

    This both provides a summary overview of the issue at hand and provides what appears to be more relevant info on the issue at hand.

    New to note: the theme has effect on the format of the email received for password reset,

    New to note: if I select the twenty fourteen theme the reset email includes the link back to the site which is progress BUT the password defaults to my admin email ???

    I can conclude that there is a problem interacting with the
    "Account — Membership2" Page and the short code within both using my theme and the wp2014 theme, but in different ways.

    Side note: if I go to the top nav bar and then ...Contact...My Account, which is not to be confused with Contact...Account (your code), that is Woo Commerce driven, this page includes short code that provides it's own reset password sequence and process and it works just fine.

    I would very much appreciate the expedited reply.

  • David

    Hi.

    I have a workaround to this problem until such a time that your developer or development team can resolve the bug in the software. My workaround is to totally avoid your code and rely on Woo Commerce's code for retrieving the password which does work.

    Please review this screenshot: http://www.taggedbyanangel.com/wp-content/uploads/ss_lost_password_workaround.jpg

    The page http://www.taggedbyanangel.com/my-account/lost-password/?loggedout=true#lostpassword includes this short code: [woocommerce_my_account].

    The code works flawlessly.

    I propose that when someone clicks on Login at the top of the screen and then the red "LOST YOUR PASSWORD" link on the pop-up pane, that person my redirected to http://www.taggedbyanangel.com/my-account/lost-password, avoiding your code and let Woo Commerce's page do the heavy lifting.

    Moreover, if someone navigates to the account page provided my WPMU located at: http://www.taggedbyanangel.com/account/ while not logged into the site, that they are directed to http://www.taggedbyanangel.com/my-account/ because their code works.

    NOTE: this is ONLY necessary when a site visitor is NOT logged in so there would need to be an if-else statement associated with the redirect.

    Can you please re-code the Login pane at the top of the page and the red LOST YOUR PASSWORD link to redirect to to http://www.taggedbyanangel.com/my-account/.

    In the mean time your development team can take their time to resolve the problem and my client can finally launch their website.

    Here is a screen cast to further explain the problem and possible patch to the problem: http://www.screencast.com/t/vtcSttUuTfFO.

    I think this is a viable workaround. I just need your assistance in coding that LOST YOUR PASSWORD link in the nav bar's login pop-up pane and mobile mode equivalent.

  • Jude

    Hey David

    Hope all is well with you and you are keeping fine !

    Excellent thinking and a creative workaround to this bug. Here is some code that can hack the reset password URL for you.

    add_filter( 'lostpassword_url', 'my_lost_password_page', 9999, 2 );
    function my_lost_password_page( $lostpassword_url, $redirect ) {
        return home_url( '/my-account/');
    }

    Make sure you replace the 'my-account' slug with the page from Woo with your shortcode. Insert that code into either your theme's functions.php, or you can insert it as a mu-plugin.

    To create an mu-plugin, go to your /wp-content/ folder via FTP, and find the folder called "mu-plugins". If there is no folder with that name, then you'll want to create one. Then, create a file inside that folder, and give the file any name you like (making sure the file as an extension of .php, e.g. example.php) and paste the code in there.

    You don't need to activate that plugin, as it will be always be automatically activated. Please be sure to add a PHP start tag at the beginning of the code if you insert this code as a mu-plugin, like this:

    <?php

    Thank you for being a WPMU DEV member and have a fantastic day !

    Cheers
    Jude

  • David

    HI

    Thank you for the code provided. I applied it to functions.php of the child theme.

    Unfortunately it is having an adverse effect on the my-account page, the woo-commerce page, and no effect on your page.

    Please view screen cast: http://www.screencast.com/t/lmklytnY7rr9

    To be clear: the woo commerce code already works correctly. I'm not looking to manipulate the woo code, I'm looking to redirect your "Lost Your Password" link so it does not go to http://www.taggedbyanangel.com/presentpage/#lostpassword and instead goes to http://www.taggedbyanangel.com/my-account/lost-password/

    I am removing the code so that we may continue to address the issue.

    Please advise.

  • Jude

    Hey again David

    Hmm .. looks like the filter over rode the Woo functions unexpectedly. Can you first remove it completely please ?

    Then add this code to the site

    add_filter( 'ms_compact_code', function($html) {
    
        $html = preg_replace( "/#lostpassword/" , site_url('my-account/lost-password/') , $html ) ; 
    
        return  $html ; 
    
    } , 999 );

    Use the exact same technique as earlier and add it your functions.php file.

    Cheers
    Jude

  • David

    Hi and thank you for the code provided. I implemented it in my functions.php child theme.

    It works with a but...

    But the login screen still loads the lost my password screen for a couple of seconds before redirecting to the Woo Commerce My Account page.

    Please review screen cast: http://www.screencast.com/t/xQtDbJhwK.

    How can we present the 2nd pop-up screen from displaying while in the process of redirecting to the my account page?

    As a side issue we still use the Account page for site visitors that are logged in , but when NOT logged in I would like site users to redirect from The Account Page to the My Account page. Can you provide an if/else statement for this?

    So when NOT LOGGED IN if a visitor goes to: http://www.taggedbyanangel.com/account/ they are redirected to http://www.taggedbyanangel.com/my-account/.

    ONLY when not logged in. If a user does successfully login they should have access to http://www.taggedbyanangel.com/account/.

    The reason for this is to prevent visitors from using the WPMU password retrieve code when not logged in.

    Side Note: as a reminder this entire exercise is to provide a temporary solution until the WPMU advanced developers correct the retrieve password situation. Q: how is it going with the advanced development team in correcting the original problem?

  • Rupok

    Hi David,

    I'm so sorry for the delay from our end and I really do apologize for this. This is a rare situation where this much delay happened. I'm pinging our SLS team again right now and requesting them to facilitate the process. I believe, they will come up with a feedback very soon.

    Please keep in mind, our SLS people work round the clock and they have to deal with lots of critical issues and other things. So it may take a little while for them to check this and provide a feedback. I really appreciate your patience.

    Have a nice day. Cheers!
    Rupok

  • Panos

    Hi David,

    But the login screen still loads the lost my password screen for a couple of seconds before redirecting to the Woo Commerce My Account page.

    This is triggered by a membership script.

    One way is to modify previous script a bit so it looks like:

    add_filter( 'ms_compact_code', function($html) {
    
        $html = preg_replace( "/#lostpassword/" , site_url('my-account/lost-password/') , $html ) ;
        $html = preg_replace( '"lost"', '"lost_pass"', $html );
    
        return  $html ; 
    
    } , 999 );

    Another solution is to use woocommerce's login shortcode in file themes/organics/templates/headers/_parts/login.php by changing line
    <?php echo do_shortcode('[ms-membership-login]'); ?>
    to
    <?php echo do_shortcode('[woocommerce_my_account]'); ?>

    In order to redirect logged out users from /account/ to /my-account/ you can use the following snippet:

    add_action( 'template_redirect', function(){
    
    	if ( is_page('account') && ! is_user_logged_in() ) {
    		wp_redirect( site_url('my-account/') , 301 );
    	  	exit;
        }
    
    }, 20 );

    Also I would suggest hiding the Account sub-menu item with some css for logged out users with the following:

    add_action( 'wp_head', function(){
    
    	if( is_user_logged_in() ) return;
    	?>
    	<style>
    		#menu-item-2885{
    			display:none;
    		}
    	</style>
    	<?php
    
    }, 20 );

    Hope this helps :slight_smile:
    Panos

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