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Old 28 Feb 2017, 07:28 AM   #1
goky
Member
 
Join Date: Dec 2007
Posts: 54
Red face New and "improved" login not so improved

A few problems with logging in to Runbox:

My wife can no longer use her (at work) Exchange to access Runbox. Being a hospital, they're not crazy about me waltzing in to try and fix it, so I have no idea what's up with it.

On my end:

I'm running several systems, some (for backwards comparability) are not the latest browser/OS combinations... The older systems just keep reloading the login screen. Yes: Cleared cache, cookies, etc. Changed referrer settings etc. No joy. Systems are loading/logging in other https sites ok.

On a more annoying note: The https://support.runbox.com site (run by Kayako) is also not allowing logins. It just keeps giving "We encountered a problem (cross-site request forgery detected); please try again" errors. This is classically bad: When you can't get support because support needs support to fix it.

The Kayako problem seems to have been present in 2013:
http://answers.pscs.co.uk/219/trying...ts-login-error
http://forge.kayako.com/issues/252

Not sure if they fixed it, and an update broke it, or if I just haven't used that machine to go to Kayako or support.runbox.com since 2013.

I've contacted Runbox support via email (off of my phone and now my "modern" laptop) and they're looking at it, but I figure I'd let others having trouble know that they aren't alone.

BTW, While I realize many folks would prefer no email over insecure email, I'm not entirely sure I'm one of them. It might be nice if there was a preference setting or sub account ability for the "just let me send grandma an email" level of login. VS the "launch codes" login.

One other grump on this whole thing:
Runbox! When you are going to mess with basic functionality (logins, emptying trash without permission, etc.): Send a email out before hand! Breaking someones email is bad, not giving them a chance to prepare is worse.
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Old 28 Feb 2017, 08:13 AM   #2
TenFour
Senior Member
 
Join Date: Feb 2017
Posts: 143
I'm sure you've read this from the Runbox website:

Quote:
If you have problems logging in
If you are experiencing problems logging in, please make sure that your browser has the latest version of the login screen. You can do this by pressing Ctrl + F5 on Windows and Cmd + R on macOS. If this doesn’t help, please try to clear your browser’s cache and restart it. If this doesn’t help or if you are unsure how to accomplish this, please contact Runbox Support.

There are a few other wrinkles on the new web servers that we are currently ironing out, and besides a more powerful and reliable webmail service we have also deployed a new spam filter.
In general, login problems are often caused by cached information. Clear your cookies and cache, close the browser, reopen the browser, try again. IMHO your best bet is to use Chrome, because that tends to be the world's most supported browser since it is by far the most popular.
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Old 28 Feb 2017, 01:44 PM   #3
kservik
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Join Date: Sep 2005
Location: Oslo, Norway
Posts: 545

Representative of:
Runbox.com
Quote:
Originally Posted by goky View Post
"We encountered a problem (cross-site request forgery detected); please try again" errors.
It sounds to me that when you or your wife clicked the link from the Webmail, it carried over a URL parameter that the support system does not recognise and it throws that error. We sanitise such URLs, but not URLs to a runbox.com domain and that is why you get that error.

If you try a direct link like this https://support.runbox.com then it should work.

Also the support system does not know your Runbox account login. Either you have a login to the support system already or you can create or reset it using the password reset function.
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Old 28 Feb 2017, 06:43 PM   #4
dbowdley
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Join Date: Nov 2008
Location: UK
Posts: 505

Representative of:
Runbox.com
Quote:
Originally Posted by jslaterb View Post
I've been waiting years for the 2FA to arrive so when it finally did I signed up for a trial account. Everything was working fine a few days ago, I could sign in and out with no problems but now when I try to sign in I get the following message.

Error: User status is not 0 3 or 4. Login not allowed.

I've tried signing up for another trial account but it says that sign ups are temporarily disabled.

Yes, I've cleared cookies, tried different browsers, different devices.
Please open a support ticket at https://support.runbox.com if you have not already done so. We can then explain the error you are getting above and sort this out for you. Thank you.
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Old 28 Feb 2017, 09:15 PM   #5
dbowdley
Cornerstone of the Community
 
Join Date: Nov 2008
Location: UK
Posts: 505

Representative of:
Runbox.com
Quote:
Originally Posted by jslaterb View Post
It seems I can't sign up for a new trial account. Are they currently disabled?
Trials are being signed up today so there isn't a general problem. As before, I suggest you open a support ticket with us so that we can look in to what is happening here. Thank you.
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