Bug 8989 – Resent passwords fail to reach customer

Bug 8989 - Resent passwords fail to reach customer

Summary:

Resent passwords fail to reach customer

Status:	RESOLVED WORKSFORME

Product:	MySqueezebox.com
Classification:	Unclassified
Component:	Signon
Version:	Prod
Platform:	All All

Importance:	-- normal with 2 votes (vote)
Target Milestone:	Investigating
Assigned To:	Chris Owens

URL:
Keywords:	Support-Important

Depends on:
Blocks:
	Show dependency tree / graph

Reported:	2008-08-01 15:05 UTC by Dan Evans
Modified:	2010-06-28 16:38 UTC (History)
CC List:	6 users (show)

See Also:
Category:	---

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Description Dan Evans 2008-08-01 15:05:56 UTC

(related to bug 8988)

Support continues to get customers complaining that they do not receive the resent password emails they request when they are have trouble creating or accessing their account.

Furthermore, we should likely edit the text on the "Reset Password" page to mention Spam filters and/or Junk Mail folders.

Comment 1 Mark Miksis 2008-08-01 15:16:22 UTC

FWIW, I run the latest version of SpamAssassin with all network tests enabled, so I just tested this.  The reset password email does not trigger any spammy rules, and in fact gets ham credit because you use DKIM.  I don't think this is a customer spam filtering issue.

Comment 2 Blackketter Dean 2008-08-08 10:22:43 UTC

Dan, we need specific examples to track down.  Got some?

Comment 3 Dan Evans 2008-08-14 16:09:35 UTC

We have not seen this in a couple days.  When an example presents itself, I'll
let you know asap.

Comment 4 Dan Evans 2009-09-14 15:29:01 UTC

This issue has faded away to almost nothing.  Will reopen if it reappears.

Comment 5 Dan Evans 2009-10-01 09:26:29 UTC

This issue may be back.  I'm getting reports from Europe that they are getting lots of calls on this.  Customer are getting redirected to mySB.com for the first time, cannot remember their password and use the "Forgot your password" link.  They successfully use the password reset, but never receive the e-mail.

Comment 6 James Richardson 2009-10-01 09:39:47 UTC

QA has tested this, and in the US its working fine.
Micheal has tested this, and for him its working as well.

We need to get more information on which Domains are failing to get the reset password.

Comment 7 hgkau 2009-10-07 11:50:36 UTC

Maybe adding an option to the Squeezebox menu for deleting the entire MySB account is a solution?
Something like: settings -> information -> mysqueezebox.com -> remove account
After hitting this option the user has to setup a new account for MySB. I think this would save a lot of support trouble.

Comment 8 Anoop Mehta 2009-10-07 15:49:05 UTC

Dan,

Can you please get some examples of domains that are not getting the emails?

Comment 9 bartek.danowski 2009-10-08 08:51:50 UTC

(In reply to comment #8)
> Dan,
> 
> Can you please get some examples of domains that are not getting the emails?


gmail.com and plusnet.pl

Comment 10 bartek.danowski 2009-10-12 07:01:48 UTC

Men, what next? I still have a problem with password recovery.Can someone help me?

Comment 11 James Richardson 2009-10-30 08:54:53 UTC

Bartek: to quickly address your specific issue, please contact Support, they can manually reset the password for you.

Dan: there is nothing QA can do on this bug, so I will assign it to you for investigation.

Comment 12 Chris Owens 2010-04-12 15:48:54 UTC

Dan and LaRon, are you still seeing this issue?

Comment 13 Chris Owens 2010-06-28 16:38:16 UTC

I'm sure this will pop up again, but it seems to be better for now.