What do you do if a customer says the password you gave him isn`t working but you know it does because when you try to log in yourself it does work ? I am using Cpanel Proxy so it can`t be a firewall problem. I did also try to reset the password but he tells me he can`t log in no matter what I do. One time it even worked but he changed it and then it didn`t work anymore and after resetting it didn`t work either and he tells me a thousand Windows pop up telling him the password is not the one that is stored in Windows. Is that a virus ? It drives me insane !

He's probably got that 'remember password' option set in IE (or FF).

When he types in a password, it probably asks 'this is not the same as the one stored, do you want to use the old one?' and he clicks 'yes'.

The only thing you can do is to make sure he tells you *exactly* the error message he gets, so you can give him a better educated reply. I'm guessing what the problem could be here, unless you get more clues you're going to be running blind.

You could try to tell him to delete all the stored passwords in his browser (how to do this depends on the browser he's using).

And ask whether he's using a toolbar like ebay's or MSN or Yahoo or....

You could also tell him to get a virus checker anyway (grisoft's AVG is free), and run a spyware remover (spybot is good).

The last resort, if you both have XP you could use the remote help feature to sort it for him.

Tell him to check caps lock also. Might be worth telling him to copy and paste the exact password in.

copy and paste 'should' be failsafe but make sure he dosent select space before or after the first or last character of the password or the saga will continue :P

or tell him to try on a different browser :P

Originally posted by Bodeba
copy and paste 'should' be failsafe but make sure he dosent select space before or after the first or last character of the password or the saga will continue :P

That's actually a lot less funny than one would think because the M$ Outlook does just that, you double-click on a single word and the space behind it gets copied too if you don't alter it yourself. On some versions, you can't even alter it yourself with the mouse selection, the only possibility is to press and hold SHIFT and then tap the left cursor key. I'm doing direct support for a living (i.e. I'm at the supported person's computer in person when there is something so I see what they see) and I've run into this kind of problems quite a lot with M$ crapware. :angry:

you can try anonymizer or any other proxy.

Originally posted by kelvinklay
you can try anonymizer or any other proxy.

If it does not work with Cpanel Proxy (specifically written to work with Cpanel's non-standard ports) there is no need to try anonymizer. It is definitely not this kind of problem.

I had this same problem with a handful of customers. Had nothing to do with firewalls or what so ever, it was due to the fact I didnt have a recognized signed SSL on my server. I purchased a Comodo Instant SSL and havent had a problem since