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Jim M

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Everything posted by Jim M

  1. Jim M
    Wouldn't think this is a cookie issue but an IP validation issue. Likely your user's IP addresses are not being rendered correctly and you're getting CloudFlare's IP addresses somehow. If you're using mod_remoteip and it is correctly relaying this data as the source IP of the user, there is no need to have enabled the "Trust IP address provided by proxies"
  2. Jim M
    It authorizes them to interact with our support staff on your behalf but does not automatically copy them on all messages.
  3. Jim M
    They wouldn't receive any unless you or the technician put them on the email.
  4. Jim M
    If they are an alternate contact, yes.
  5. Jim M
    You would simply forward or CC them the email.
  6. Jim M
    Please keep in mind that if you have alternate contact you wish to be included on support tickets, it is your responsibility to do so or have them submit the support topic here. Unfortunately, simply placing this in a note, is not something we can guarantee. In this instance, I have CC'd them and resent our message.
  7. Jim M
    We are awaiting more details from yourself before it will be escalated to our developers. Please see the email which was sent yesterday just before my comment above.
  8. Jim M
    Thank you for bringing this issue to our attention! I have logged this internally for review.
  9. Jim M
    Version 5 will require our new "Classic" license structure for use. The license will include all applications. The pricing is less than our previous license structure if you were to purchase all applications though. I can't seem to find the topic which there is a lot of discussion on this but essentially, this is our way of making self-hosting viable for the future. The Classic license is available in your Client Area already and you can upgrade your self-hosted license to it, if you desire. If you have had an active license with us, believe we even throw in a few extra months free as a thank you.
  10. Jim M
    If you are utilizing an SMTP service, you would need to configure that via the SMTP options. If your hosting provider wants you to utilize the PHPMail option which they have configure for you via your PHP configuration, you would choose PHPMail. If you require anything outside of those options, that would require a customization which is outside our scope of support.
  11. Jim M
    Thank you, I am able to login now on both front-end and ACP. I have moved this to a ticket so we can investigate the issue further. In order to provide assistance, please be sure that the standard login provider remains in place for the duration of the ticket.
  12. Jim M
    You would need to update the credentials so we can access and via the member encountering this.
  13. Jim M
    The credentials were invalid last time we attempted so no, we do not have the ability to do so. Also, on the front-end I have no option to see the standard login. It is only your SSO.
  14. Jim M
    You just instructed us to login one way using your SSO. We cannot do that, we need the standard login handler enabled to login for both front-end and ACP. Otherwise, we can't test what you want us to.
  15. Jim M
    We would require the standard login provider to interact with your community moving forward. We have spent too much time trying to get your SSO working and both my colleague and I are unable to do so.
  16. Jim M
    Could you please provide the user ID of the a user who encountered this? Typically, only a guest is present if they have not fully validated their account yet. 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.
  17. Jim M
    Invision Community version 5 is not out yet. It will be available for both Cloud and Self-hosted (note the license name has changed to "Classic" which may be confusing you). Version 4 will be still supported for a 1-2 years after the release of version 5. Just version 4 will not see many, if any, new features. We want to make that transition period as easy as possible. Anything in particular making you nervous? Think the biggest improvement would be less to worry about. Don't have to do PHP upgrades, MySQL upgrades, etc... we handle that for you.
  18. Jim M
    No worries. We've all been there 😉 If you haven't already and are leaving the RECOVERY_MODE commented out, I'd advise implementing RECOVERY_MODE correctly. Just in case you need it one day so you don't run into this again.
  19. Jim M
    Still invalid, I'm afraid. Please be sure to verify them on your login prior to providing to eliminate this back and forth 🙂 .
  20. Jim M
    Unfortunately, those credentials are incorrect. Please verify and update.
  21. Jim M
    It will let me get into one of them but not both. The standard login handler can be enabled in ACP -> System -> Login & Registration.
  22. Jim M
    It seems that whenever I attempt to sign in again, i.e. sign in from the front-end and then try to sign in the ACP, is when I get the error. Without this functioning, we cannot support you here, I'm afraid. Our only way forward would be to enable the standard login handler so that we can login on both the front-end and ACP.
  23. Jim M
    I still get the original error when logging into the ACP.
  24. Jim M
    We would need access to the ACP though so the front-end login will not work for us here. You can temporarily disable the SSO while we investigate this if we run into issues.
  25. Jim M
    The credentials we have on file are rendering the below through your SSO: Credentials are incorrect or you do not have permissions to login. If this is your first time visiting from the old site, please reset your password.
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