Riley Anderson Posted October 7 Posted October 7 I am writing to report an issue that occurs during the user registration process on our website. When a user registers, they receive the email verification as expected. However, upon clicking the verification link, they encounter the following error message: There was a problem with the link you followed to validate your account. Error code: 2C223/l This issue is preventing users from completing their registration and accessing their accounts. Thank you for your attention to this issue.
Jim M Posted October 7 Posted October 7 If you're using SendGrid or relevant email services with tracking of clicks, please temporarily disable that to test. Please also ensure that all third party add-ons are disabled and you have applied all patches.
Riley Anderson Posted October 7 Author Posted October 7 Hello @Jim M I am currently running version 4.7.18 of the software. I have applied the additional patches available for this version, but I suspect they may not address this specific issue, as it seems unrelated. I can not repro this issue myself, I will wait 72 hours to see if issue continue, since it's a prod server, we will know. We dont use any external email service, we have our own email server. Out of curiosity, what does this error correspond to?
Jim M Posted October 7 Posted October 7 4 minutes ago, Riley Anderson said: Out of curiosity, what does this error correspond to? Most often, it is something got corrupted in the URL which the user clicked in the email. We see this a lot when external or custom email services modify that link. If the user is cancelling their account, it may be they are not logged in.
Riley Anderson Posted October 7 Author Posted October 7 Interesting, thanks for the explanation A user gave me the link by copy/pasting the validation button in the email, here is the link: https://nide.gg/index.php?app=core&module=system&controller=redirect&url=https://nide.gg/index.php?app=core%26module=system%26controller=register%26do=validate%26vid=20332c5ab61cc645903c97f63b5bd8a4%26mid=4726&key=3758eed67f94f1bb078a9e28c5a66806747d21eee2593864c6543ca130b06622&email=1&type=registration_validate
Jim M Posted October 7 Posted October 7 Is the user logged in? The link itself appears to be redirecting correctly.
Jim M Posted October 7 Posted October 7 33 minutes ago, Riley Anderson said: No, it's seem they are not logged. Would have them try that and then if that indeed solves it, I'll have our developers check that as that may be problematic.
Riley Anderson Posted October 7 Author Posted October 7 They can't login. They get redirected to register/?do=validating
Jim M Posted October 7 Posted October 7 36 minutes ago, Riley Anderson said: They can't login. They get redirected to register/?do=validating So they should be logged in here then if they are getting redirected. That is very weird. In the short-term, you can try approving the user from the ACP if they're getting frustrated. Once you do that, if you are able to get steps from them, we can try to reproduce this ourselves.
Riley Anderson Posted October 7 Author Posted October 7 Steps to reproduce the issue: Attempt to create an account using an email address (most accounts I validated were using Gmail). Retrieve the verification email sent to the provided address. Click on the validation link within the email. Observe the error message that appears.
Jim M Posted October 7 Posted October 7 Hmmm, I couldn't reproduce. Do you mind if I try on your community? Please also ensure that access details are on file so we can review what happened: We would need to look further into this for you, however the access details on file appear to be incorrect or missing. Could you please update these details by visiting your client area, selecting the relevant purchase, then clicking "Review/Update Access Information" under the "Stored Access Information" section. We look forward to further assisting you.
Marc Posted October 8 Posted October 8 Check that your email isnt changing links in any way. Adding tracking or similar, for example
Riley Anderson Posted October 8 Author Posted October 8 No changes are being made to the links. I also just spoke with a user who is experiencing the issue. Even after I manually validated them, they encounter problems when trying to log in. They get redirected to: ?_fromLogin=1 And on the server side logs: Date Type IP Code Message 2024-10-08 10:15:52 Access (hidden IP) 200 GET /?_fromLogin=1 HTTP/2.0
Marc Posted October 8 Posted October 8 Going to ?_fromLogin=1 is actually correct. What are they getting when it hits that URL? The same message? Quote There was a problem with the link you followed to validate your account. Error code: 2C223/l If so, please provide the name of that user
Riley Anderson Posted October 8 Author Posted October 8 They do not get error, they are not logged in and redirected to index. username: `allviewing`
Marc Posted October 8 Posted October 8 Has anything happened on the server at all? For instance, is it directing to https? I ask as if the server is directing to either http or https, and the conf_global.php file isnt set up the same, that could cause you issues
Riley Anderson Posted October 8 Author Posted October 8 We checked, our conf_global is correct and include https.
Stuart Silvester Posted October 9 Posted October 9 Have you customised your email templates? Check in AdminCP > Customisation > Emails. Find the 'Registration Validation' template and click the icon to revert customisations. Marc and Riley Anderson 1 1
Riley Anderson Posted October 9 Author Posted October 9 Thank you so much for that helpful information @Stuart Silvester I hope it can indeed assist others who might encounter this issue in the future. It's interesting that we have no idea how this file was modified. I appreciate you sharing this solution, as it could save someone else a lot of troubleshooting time down the line. Best regards. Marc 1
gigantor Posted Thursday at 03:47 AM Posted Thursday at 03:47 AM I'm having a similar problem. New users receive the email. The validate button has the url as follows: https://mywebsite.com/index.php?app=core&module=system&controller=redirect&url=https://mywebsite.com/index.php?app=core%26module=system%26controller=register%26do=validate%26vid=9ccbf1681b42c921efd17ffa4483f677%26mid=30163%26security_key=bf526773b35e97a82c58534afa2e6816&key=ccaf4d4ba7e944148fff56cf96be4d3a8fdd49b73bda00602e8207fbe3653cf1&email=1&type=registration_validate Is this the correct format? The problem started after the update 4.7.18. I updated to 4.7.19 hoping it would fix it, but it didn't. If I remove the first part: https://mywebsite.com/index.php?app=core&module=system&controller=redirect&url= it works. We do have a reverse proxy with a WAF in front of our server and don't want to enable redirection. How can I edit the template to remove the first part of the link? Thanks!
gigantor Posted Thursday at 04:42 AM Posted Thursday at 04:42 AM Never mind. It was the proxy url length limit. I increased it and it works now. Thanks Marc 1
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