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Several customers are unable to log in

  • January 20, 2021
  • 11 replies
  • 0 views
S

Hello,


Two of our customers are unable to log in on Zendesk from time to time. However, they have been able to log in in the past. When they try to log in now, one of them gets a notification from Zendesk that says "Forbidden. Invalid authentication token". The other customer gets a notification that says her password is incorrect, even though she's sure it's correct (since this has happened several times now). Both of them are also unable to reset their own password/account. When I do it for them, they are able to log in again for a short period of time (usually several weeks). After that, the same thing happens again. I can't seem to fix it long term, no matter how often I reset their accounts. Could you perhaps help me find the cause of this, so I can solve it?

Thanks in advance!

      11 replies

      C

      Sanne,

      I just had the same issue occur. I realized that those users were blocking all 3rd party cookies and that prevented them from logging in. Once we adjusted those settings and permitted the cookies from ZenDesk we were able to successfully login. I don't know if that's the same issue for you but I hope this helps!

      S
      • Sanne
      • Author
      • January 26, 2021

      Hi Caitlin,

      Thanks a lot! I'm going to try this for our customers as well and see if that helps.

      A
      • Anda
      • April 29, 2021

      Good day everyone. I am experiencing the same issue. Tried to log in both on PC and MAC. Cleared all cookies and temp files. Tried different browsers. Reinstalled the browser and tried again. Reboot... nothing works! However, if I log in via my phone browser or Zendesk app for phone... it works?!

      Brett13
      • Brett13
      • Community Manager
      • April 29, 2021

      Hey Anda,

      Are there multiple users/agents on your account that are running into this issue? What error do you receive when you attempt to log in? If you navigate to subdomain.zendesk.com/agent are you able to log in from there? You'll want to replace subdomain with the actual subdomain of your account of course.

      Keep me posted!

      A
      • Anda
      • April 29, 2021

      Brett, I am the only one experiencing this issue. The only thing that helped was my Admin taking me off the platform and re-adding me. Then, I could open up under incognito mode. On the regular browsers is still giving me that error. The error is always the same: FORBIDDEN - Invalid authenticity token. 

      Brett13
      • Brett13
      • Community Manager
      • April 29, 2021

      Hey Anda,

      Thanks for clarifying!

      With regard to the error message you referenced, this error message will pop up when a user has chosen to block third-party cookies in their browser, which prevents the user's authentication request from being accepted.

      To fix this, you can update your settings by going to the Privacy & Security settings shown here and change the "Block third-party cookies" option to either "Allow all cookies" or "Block third-party cookies in Incognito". Going forward, your login requests should be accepted safely.

      Unfortunately, this is not something we (Zendesk) have particular control over, but clearing cache and cookies or disabling browser extensions will be our general recommendations.

      A
      • Anda
      • April 29, 2021

      Brett, I actually had tried all of that - did not work. 

      Any other ideas?

      Brett13
      • Brett13
      • Community Manager
      • April 29, 2021

      Hey Anda,

      I'm going to create a ticket on your behalf so our Customer Care team can look into this further.

      Cheers!

      D
      • Debra17
      • May 11, 2021

      I have the same issue with one of my users.

      Dave12
      • Dave12
      • May 12, 2021

      Hi Debbie -

      Sorry your user is having trouble with this! Because authentication issues can be complex and can require troubleshooting, I'd recommend you contact our support team using Option 1 here (follow the instructions until it lets you select Live Chat): Contacting Zendesk Customer Support

      If you can find out what operating system and browser your user is using to access Zendesk, that would be helpful too. Thanks!

      D
      • Debra17
      • May 14, 2021

      We found out that the user had a Chrome Privacy extension installed. Once the Privacy extension was uninstalled they were able to get in.

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