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Why does my Mozilla Support password suddenly fail to work?

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I tried to sign in to Mozilla Support to ask a question about Thunderbird that I could find no answer to elsewhere. I was denied. I verified my user name and password from the list I carefully keep on a flash drive and tried again. No go. Then I asked for password reset help, not knowing what else to do.

The e-mail came, but rather than containing password reset instructions, it thanked me for "joining Mozilla Support!" and said that "to complete your registration, you need to verify your e-mail address." Bear in mind that I was not trying to complete any registration but only to log in to an existing account. Nevertheless, I clicked the link and was taken to a verification page. That did not work.

At last, in need of getting on with it without further delay, I simply registered for a new account using a different user name. Fortunately, the system seemed not to be concerned that it used the same e-mail address as before.

So, the specific questions are: (1) Why did this happen, and (2) what does one do to prevent such a thing from occurring again? If it is a matter of signing in at some interval so that the system does not interpret lack of using Support as evidence that the account holder has been kidnapped and carried off by the Klingons, I would appreciate knowing this and what the maximum interval is before doom strikes.

Thank you.

I tried to sign in to Mozilla Support to ask a question about Thunderbird that I could find no answer to elsewhere. I was denied. I verified my user name and password from the list I carefully keep on a flash drive and tried again. No go. Then I asked for password reset help, not knowing what else to do. The e-mail came, but rather than containing password reset instructions, it thanked me for "joining Mozilla Support!" and said that "to complete your registration, you need to verify your e-mail address." Bear in mind that I was not trying to complete any registration but only to log in to an existing account. Nevertheless, I clicked the link and was taken to a verification page. That did not work. At last, in need of getting on with it without further delay, I simply registered for a new account using a different user name. Fortunately, the system seemed not to be concerned that it used the same e-mail address as before. So, the specific questions are: (1) Why did this happen, and (2) what does one do to prevent such a thing from occurring again? If it is a matter of signing in at some interval so that the system does not interpret lack of using Support as evidence that the account holder has been kidnapped and carried off by the Klingons, I would appreciate knowing this and what the maximum interval is before doom strikes. Thank you.

Mehr Details zum System

Anwendung

  • User-Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:31.0) Gecko/20100101 Firefox/31.0

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Fabián Rodríguez 70 Lösungen 557 Antworten
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It seems you tried to login again too soon, before the validation email came in.

Apparently that's been solved now as you can post new requests. Is that the case?

It seems you tried to login again too soon, before the validation email came in. Apparently that's been solved now as you can post new requests. Is that the case?
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Fragesteller

Thank you, but, no, it does not answer the case. I did not attempt to log in before the e-mail came but waited until it arrived and then attempted to follow its directions. When that did not work, I resorted to something I thought would not work but wanted at least to try anyway; namely, changing my user name (from "Arvid," the original, whose log on would not work any more, to "Arvidd"). I was amazed when the system permitted me to use an e-mail address it already said was represented in an existing account. That solved the immediate problem but did not at all tell me why this happened in the first place. That is what I am seeking to find out. If I don't know what to avoid or what not to avoid, it might occur again. Perhaps I'm supposed to click my heels together and say, "There's no place like home!" three times once every week to keep this from happening. I don't know until I know. Maybe it was an anomaly, which is not comforting but at least is not predictable.

Thank you, but, no, it does not answer the case. I did not attempt to log in before the e-mail came but waited until it arrived and then attempted to follow its directions. When that did not work, I resorted to something I thought would not work but wanted at least to try anyway; namely, changing my user name (from "Arvid," the original, whose log on would not work any more, to "Arvidd"). I was amazed when the system permitted me to use an e-mail address it already said was represented in an existing account. That solved the immediate problem but did not at all tell me why this happened in the first place. That is what I am seeking to find out. If I don't know what to avoid or what not to avoid, it might occur again. Perhaps I'm supposed to click my heels together and say, "There's no place like home!" three times once every week to keep this from happening. I don't know until I know. Maybe it was an anomaly, which is not comforting but at least is not predictable.
Matt
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3275 Lösungen 22571 Antworten
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I have requested that a forum administrator pop in and answer your questions, they are certainly not related to Thunderbird.

I have requested that a forum administrator pop in and answer your questions, they are certainly not related to Thunderbird.
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Fragesteller

Is Thunderbird not part of Mozilla and one support not the same as the other support? Perhaps I don't understand the organizational mode.

Is Thunderbird not part of Mozilla and one support not the same as the other support? Perhaps I don't understand the organizational mode.
Zenos 2265 Lösungen 12258 Antworten
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Mozilla has various departments and each has its own specialists. We who come here to talk about Thunderbird don't necessarily have any expertise on the web forum or its administration, nor access to the membership database.

Mozilla has various departments and each has its own specialists. We who come here to talk about Thunderbird don't necessarily have any expertise on the web forum or its administration, nor access to the membership database.
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Fragesteller

I begin to understand. Nevertheless, "Mozilla Support" would be understood by an average person with average capacity to include the support of anything Mozilla produces, or so it would seem.

I begin to understand. Nevertheless, "Mozilla Support" would be understood by an average person with average capacity to include the support of anything Mozilla produces, or so it would seem.
Matt
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3275 Lösungen 22571 Antworten
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Hilfreiche Antwort

I do not deny your perception Arvidd, but there is a reason your asked what product. That is because on the whole product support is done by fellow users who volunteer their time.

The forum software and management is still controlled by Mozilla paid employees. In reality you would probably be a little concerned if I had access to your account information, given I am just another Thunderbird user. I have some elevated privileges, but not administrator access. So the model is not necessarily wrong, just not well understood. Nor do most people have any need to understand the nuances of support.mozilla.org

This thread has however prompted me to ask where do people go for support on the actual forum accounts etc. So hopefully we can lift our collective game a bit and at least be a little more transparent is getting you to the people you need to communicate with, instead of explaining loads of things you probably really do not want to know.

I recall my arrival in this forum, and the accompanying days of access problems and the difficulties I had. So I think I know exactly where your coming from. I almost gave up on the impenetrable wall this garden had around how it worked and who to contact.

I do not deny your perception Arvidd, but there is a reason your asked what product. That is because on the whole product support is done by fellow users who volunteer their time. The forum software and management is still controlled by Mozilla paid employees. In reality you would probably be a little concerned if I had access to your account information, given I am just another Thunderbird user. I have some elevated privileges, but not administrator access. So the model is not necessarily wrong, just not well understood. Nor do most people have any need to understand the nuances of support.mozilla.org This thread has however prompted me to ask where do people go for support on the actual forum accounts etc. So hopefully we can lift our collective game a bit and at least be a little more transparent is getting you to the people you need to communicate with, instead of explaining loads of things you probably really do not want to know. I recall my arrival in this forum, and the accompanying days of access problems and the difficulties I had. So I think I know exactly where your coming from. I almost gave up on the impenetrable wall this garden had around how it worked and who to contact.
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Fragesteller

Thank you. Now I don't feel like the guy at the prom who wore the orange sport coat and forgot to take a shower for three days.

Thank you. Now I don't feel like the guy at the prom who wore the orange sport coat and forgot to take a shower for three days.
Madasan
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22 Lösungen 165 Antworten
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Hi Arvidd,

Sorry to hear you're having issues with logging in to the support website. I have sent you a PM, let's continue the conversation there.

Hi Arvidd, Sorry to hear you're having issues with logging in to the support website. I have sent you a PM, let's continue the conversation there.
pete.n4zr 0 Lösungen 4 Antworten
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I am having a very similar problem. I use LastPass, and have tried all 4 of the username/password combinations I have for Thunderbird support, without success. I have then gone through the process of resetting my password from a link sent to my e-mail address at least 4 times, and I still am unable to log in. I finally got in this far by setting up a new ID under persona, but have lost access to my old identity. What is going on?

I am having a very similar problem. I use LastPass, and have tried all 4 of the username/password combinations I have for Thunderbird support, without success. I have then gone through the process of resetting my password from a link sent to my e-mail address at least 4 times, and I still am unable to log in. I finally got in this far by setting up a new ID under persona, but have lost access to my old identity. What is going on?
Matt
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3275 Lösungen 22571 Antworten
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Given I have no password manager other than that which is built into Firefox and I have no issues, you have lastpass and issues. I would say your problem is lastpass.

Given I have no password manager other than that which is built into Firefox and I have no issues, you have lastpass and issues. I would say your problem is lastpass.
pete.n4zr 0 Lösungen 4 Antworten
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Sorry, but that is just wrong. I know what I specified as my replacement password, and what my username is, simply using my wetware. The fact is that immediately after resetting my password, manually entering both, it does not work.

Sorry, but that is just wrong. I know what I specified as my replacement password, and what my username is, simply using my wetware. The fact is that immediately after resetting my password, manually entering both, it does not work.
Matt
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3275 Lösungen 22571 Antworten
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Ok it is just wrong. I think you might try it without the intermediate proxy and see how it flies instead of just announcing it is wrong,

Nortons anti virus has a password vault that can mess up the passwords for email in Thunderbird to the extent that nothing actually happens. No mail, no errors and no password prompts. Almost always after the password is changed, I see it as more than reasonable that they are not the only password manager vendors to have a products that might not work as advertised 100% of the time. But seriously I am done here. I am not supporting the forum software, even if I wanted to I can do nothing more than reply to you, so there is no point really..

Ok it is just wrong. I think you might try it without the intermediate proxy and see how it flies instead of just announcing it is wrong, Nortons anti virus has a password vault that can mess up the passwords for email in Thunderbird to the extent that nothing actually happens. No mail, no errors and no password prompts. Almost always after the password is changed, I see it as more than reasonable that they are not the only password manager vendors to have a products that might not work as advertised 100% of the time. But seriously I am done here. I am not supporting the forum software, even if I wanted to I can do nothing more than reply to you, so there is no point really..
pete.n4zr 0 Lösungen 4 Antworten
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I don't know how I can make this clearer. It has nothing to do with LastPass - it has to do apparently with a malfunctioning of your web site. No matter - Mozilla support continues its dreadful record.

I don't know how I can make this clearer. It has nothing to do with LastPass - it has to do apparently with a malfunctioning of your web site. No matter - Mozilla support continues its dreadful record.
Madasan
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22 Lösungen 165 Antworten
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Hilfreiche Antwort

Hi pete.n4zr,

Are you having issue logging in to support.mozilla.org or somewhere else? If it's support.mozilla.org that's causing trouble please PM me so that I can try to reset your password.

Hi pete.n4zr, Are you having issue logging in to support.mozilla.org or somewhere else? If it's support.mozilla.org that's causing trouble please PM me so that I can try to reset your password.
pete.n4zr 0 Lösungen 4 Antworten
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Thanks for your helpful reply, Madasan. I am afraid I don't know what you mean by PM? It is support.mozilla.org that was misbehaving when I tried to open my existing account. As you can see, I opened a new account using my gmail address in order to be able to contact the forum.

So how do I PM you?

Thanks for your helpful reply, Madasan. I am afraid I don't know what you mean by PM? It is support.mozilla.org that was misbehaving when I tried to open my existing account. As you can see, I opened a new account using my gmail address in order to be able to contact the forum. So how do I PM you?
Madasan
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22 Lösungen 165 Antworten
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My apologies, PM means Private Message, I'll send you one now and we can continue the conversation there.

My apologies, PM means Private Message, I'll send you one now and we can continue the conversation there.