Cannot log in – “Authentication failed.”

That is all correct. Please let me know how I can get you the access info without giving it to the world. Thanks.

@earthnutvt, if you send your information here: https://getawesomesupport.com/contact/ someone will forward it to me. (Just reference this thread)

Hi there. I just submitted the information. I created a staging site. You should safely be able to make changes there without it affecting my actual site. Then I can just delete the staging site without merging them.

Hi @earthnutvt,

I got your message, and looked at the permissions for the Support administrator. By adjusting the permissions, I was able to create a ticket with both the support user and the administrator. It looks like the issue isn’t a compatibility problem with the captcha. In this case, it seems that the roles were conflicting with each other. (In this case adding the exact capability permissions will work better. See this list https://getawesomesupport.com/documentation/awesome-support/admin-roles-capabilities/roles-capability-table/

Hope that helps!

Also @earthnutvt,

I had adjusted the permissions and added one support user. Ideally you will want to remove the support user added “test_only_please_delete” and revert the permissions for the “support user” to the bare minimum.

I’m not sure I understand what the resolution was. I clearly don’t want the Support User to have the permissions of an administrator. I don’t see any changes that you made to the capabilities of the Support User role.

I really want to use this plugin. I’m just not sure why it doesn’t work out of the box. If I could get it work, I would purchase some of the extras.

Hi @earthnutvt,

The support user doesn’t have the permissions of the administrator; but rather, I made sure that the support user has all the roles set as required for creating tickets. Once I did that, it was then possible to create a ticket. I think the mix up in your site was that the support user was missing some capabilities (such as creating a new ticket) because it was merged with an administrator role that didn’t have creation permissions. Separating the roles, and setting the permissions to enable the standard Awesome Support defaults is what is required to make both of the role succeed in creating ticket independently. (With help from this table: https://getawesomesupport.com/documentation/awesome-support/admin-roles-capabilities/roles-capability-table/ )

The support user role, as you could clearly see when you were in my site, already had the Create Ticket capability on my site and still does. The entire issue here is that if I create a user with Support User role, they cannot LOG IN to the site using your (or any) log-in page. You do not seem to have addressed that issue at all. I started out with a fresh upload of your plugin with all the defaults, and the Support User role could not log in without getting a warning from Google Captcha. I’m looking at the Support User roll on the staging site I created, and it has the exact same permissions as it does in my actual site, which includes the ability to create a new ticket. I just created a Support Manager user, and it was not able to log in either. So, it doesn’t seem to matter which role I try, none of them can log in. They all get a captcha warning “Authentication failed.”

Hi @earthnutvt,

A little confusion here since I was able to log into the site and submit a ticket using the create “Support User” account. In the test site, I created the new “Support User” account, logged into the site and submitted a ticket. (No problems from the captcha) – I should note that I was not prompted for a captcha at any time during the log in process. Did you disable the captcha from the test site temporarily?

There is a captcha. It’s V3, which is invisible. I just changed the password on the user you created, tried to log in with it and got the same captcha error that I’ve been getting. How is it that you were able to log in, and I’m not? Especially since all the permissions are exactly the same as I had them.

Hi @earthnutvt,

That’s a good question. There was no change (other than the password) since I last logged in? In this case, is your captcha conditional? (sometimes it will activate, and sometimes it will not activate?)

The captcha is always active. I’ve tried to log in dozens of times with the same result.

Apparently I am able to log into the main WP login with Support Admin role but still can’t log into your login (the one on the /ticket-form/ page). Whenever I try to log into your login, I get the captcha error.

Hi @earthnutvt,

The other logins work ok and it’s only the support Admin which cannot log into the ticket-form page? (Normally the support admin does not submit tickets via that method, so it is not normal to log in that way – as the support admin would only create tickets from the back-end. Can you confirm this is the case? (And the support admin can log into the back-end and create tickets from there?)