Newsgator Forums / NewsGator Online / NewsGator Mobile HTML Reader / Cannot login / Latest Posts

RE: Cannot login

Keith Franklin — Wed, 30 Jan 2008 20:25:41 GMT

A promise is a promise. Let's continue that conversation via email please.

RE: Cannot login

coachdriver — Mon, 28 Jan 2008 14:28:55 GMT

Everything seems to be OK now. :D

Thanks for your help.

As for the refund, you already replied to me by email on the 9th January stating I would be getting a refund.

Regards
Tim

RE: Cannot login

Keith Franklin — Mon, 28 Jan 2008 10:39:27 GMT

I have deactivated your account. You should now be able to re-create it.

This action would have no effect on a refund, as we do those refunds through the site of the company handling those transactions. In your case though, you are not entitled to a refund as your purchase was made in November. The cutoff date is 9 December, 2007.

RE: Cannot login

coachdriver — Thu, 24 Jan 2008 16:18:21 GMT

Keith, thank you for your prompt replies in dealing with this problem.

Thanks for the explanation of the password although I still have concerns that you have tools to decrypt the passwords. I will be reviewing my passwords accordingly following this information.

I have now logged onto Newsgator Online and exported the OPML as directed from the article. I have also exported the OPML from NetNewsWire on one of my Mac's as well.

If you can now go ahead and remove my account then I'll try again.

Just before you do, I had purchased 2 products with this account and am currently waiting on my refund as I bought the 2nd one within 30 days of the recent announcement where your clients became free. I hope that these actions do not cause a problem in my account being credited.

Thanks
Tim

RE: Cannot login

Keith Franklin — Thu, 24 Jan 2008 13:38:31 GMT

The password is encrypted in our database, but we do have tools that allow us to sign in to a user's account for troubleshooting purposes. I apologize for using those tools without asking first.

What we can do is deactivate your account so you can recreate it. After I deactivate the account, you can create a new one with the same UserID and other relevant information. You should export your OPML file first though, so you can import it to the new account.

Please see [url=http://newsgator.mykbpro.com/Article_43256.aspx]this Knowledge Base article[/url] for instructions on exporting an OPML file from your NewsGator Online account.

RE: Cannot login

coachdriver — Thu, 24 Jan 2008 10:17:58 GMT

Well some progress...

Firstly from my iPod Touch I tried once again with my original account and still no luck.

So from my iPod Touch I registered a new account and this was successful.

This opened up the Newsgator Online webpage where I could see the Top Blogs feed that I had subscribed to as part of the signup process.

I then logged out and then went to m.newsgator.com on the iPod touch.

I enetered the new account and I was quickly able to login and see the feeds as expected.

So looks like there is an issue with my existing account in someway. I do not understand why it works for you and no longer for me. Is there any issues with the number of feeds or the number of folders I have subscribed to ?

However, I now have another issue !!

You logged on with my account and password. How did you know my password ? Do you store this in clear text on your servers which employees have access to !!!

I am seriously concerned about this and hope you can explain this fully.

Thanks
Tim

RE: Cannot login

Keith Franklin — Wed, 23 Jan 2008 16:49:10 GMT

I am able to log into your account from my computer and from my iPod Touch. I really believe there is a setting on your end preventing you from accessing the reader.

Just to be certain though, can you please try creating a new account? If you are able to log in to the new account, it would certainly point to a problem on our side.

RE: Cannot login

coachdriver — Wed, 23 Jan 2008 12:21:44 GMT

Still no joy :-(

I already had Safari on this setting. I've also tried it on Always but this made no difference.

After about 90 seconds the screen refreshes and just clears my username and password and you are just back to where I started.

Very frustrating as when I did get logged in a few weeks ago it was very good and very very useful.

Tim

RE: Cannot login

Keith Franklin — Wed, 23 Jan 2008 11:17:55 GMT

Please try this:

Go to the Home area and select the Settings menu | select Safari | Accept Cookies. Select the option to allow cookies from sites visited. If you have selected Never as an option, the cookies will never be created.

This is the only way I was able to replicate this behavior.

RE: Cannot login

coachdriver — Wed, 23 Jan 2008 08:15:41 GMT

No change I'm afraid from my ipod Touch

I've also tried to access the webpage from a newly built XP machine and get nowhere as well.

I am trying to access this from the UK. Do you have anything in the way that would block access from certain IP addresses ?

Tim

RE: Cannot login

Keith Franklin — Tue, 22 Jan 2008 16:57:51 GMT

Can you try clearing your cache? You may have a persistent cookie that is not allowing the reader to overwrite. Clearing the cache should allow for creation of a new cookie. Hopefully that resolves the problem. If not, we will do some more digging tomorrow.

RE: Cannot login

Keith Franklin — Tue, 22 Jan 2008 16:09:32 GMT

I must have posted that response in the wrong place. Clearly there is no application to install or uninstall. I will go over this again with the developer to see if we can come up with a cause and a resolution. We apologize for this inconvenience.

RE: Cannot login

coachdriver — Tue, 22 Jan 2008 13:34:31 GMT

Not sure that I undesrtand this.

I'm trying to access this from my iPod Touch so I have nothing installed but just going to the web page.

I still cannot get logged in although I have in the past.

Tim

RE: Cannot login

Keith Franklin — Thu, 17 Jan 2008 16:17:36 GMT

This could be a bad config file…. Can you please do the following:

1. Uninstall NewsGator Go!.
2. Delete the program directory, typically Program Files/NewsGator Go! – [b]this step is important[/b] If the folder cannot be deleted, please do a soft reset of the device, and then delete the folder.
3. Re-install the application.

RE: Cannot login

coachdriver — Wed, 16 Jan 2008 13:35:00 GMT

Certainly do have wifi connectivity. Everything else works just not being able to login. Just tried again and still no joy.

This used to work without any issues.

Tim

RE: Cannot login

jefgator — Sat, 12 Jan 2008 09:53:13 GMT

Hi Keith,

Same problem here. Yesterday morning I logged in for the first time with an iPod touch: no problems. But since this morning (GMT+1) it doesn't work anymore. It seems you have a Microsoft server because I get the following error:

Server Error in '/' Application
Runtime Error
... and then lots of more text.

So I'm quite sure there is a problem on your side.

Best regards,
Jef

RE: Cannot login

Keith Franklin — Thu, 10 Jan 2008 10:13:13 GMT

Do you have internet connectivity on your iPod Touch? I believe you have to be within range of your wireless network. I don't believe it works off of a cell tower like an iPhone does. I don't know if this applies to you, but thought I would throw it out there.

Everything looks fine in your account. Can you try logging in from another computer?

Cannot login

coachdriver — Wed, 09 Jan 2008 14:01:18 GMT

For several days now I have not been able to login from my iPod touch. I have also tried to login to mnewsgator.com from my desktop and cannot do so.

Is anybody else having problems ?

I never get a response not matter if I type my correct account and password or just a made up account.

Tim