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Person from Canada unable to access website

 
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Hi All,

I have a website which is external. I have a person logging in from Canada who is
unable to access this site. The person is able to get the login page which is a jsp page but unable to login.
I have the persons username and password and am able to access the website in US.

How should I troubleshoot?

1. Will someone in networking be able to help me ? (Allow IP or something like that)

2. Should I implement anything in the app to make to work for different locales?

Thanks
 
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If they can get the login page it's obviously not a network issue.

You're not giving us much to go on; are their login requests being seen by your server?
 
Marshal
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You're almost certainly going to find that the "from Canada" aspect is a red herring.
 
David Newton
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She's from Canada, you wouldn't know her.
 
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Like Dave said once user able to see welcome page of the application then it cant be a network issue, however you can try the following,

1) Ask the user to reset the password.
2) Check the application logs in the server side.
3) Bounce back the connection pool in the applications server.
 
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There can be any number of reasons why she cannot login. First, what exactly happens - does she get a message saying that her username or password is not correct, or does something else happen? Are you sure she is typing in the correct username and password? Does she not make a simple mistake like having caps lock on?

What does your website run on? Does your web application or web server log HTTP requests? Have you looked in the log files to check if there is any message that might give you more information?
 
Justin Howard
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Thanks a lot for the replies. Really appreciate it.

@Dave
We have other users from Asia logging in fine. Not sure why this one is a problem.

@Gopi
I have the username and password, when I login using that it works fine.
I have a filter that intercepts whether the request is associated with the session, if it not then it is redirected to the login page.
Checked the application side logs the person has logged in before however this time there is no log statements for the request.

Bounce back the connection pool in the applications server


I am not sure what this means. Could you please elaborate

@Jesper
I asked the person to copy and paste the username and password to the login page
I have an initial message asking them to login if the authentication fails I set another error message.
In this case it still remains in the original message.
I use Tomcat as the container. Simple authentication.
I have not tried the web server log for HTTP requests.I will try that. How can I track it, using IP ?

 
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