Unable to login into Netweather Extra

[The PIT]

I'm not able to login into netweather extra.

I haven't had a reminder over the subscription at all. Ever so often it says username and password not found but generally just cycles back to the login box. Trying the forgotten details and email is sent out so it knows my details from at that point.

 

[Paul]

Have you set a new password and ensured you're typing it in correctly etc?

 

[The PIT]

Yup

[Paul]

Are you doing anything differently in your browser or on your device, in terms of running ad / content blockers or anything that may block or remove cookies? 

[The PIT]

Nope doesn't work on my phone either via the app.

[Paul]

Sounds a lot like you're perhaps putting the wrong details in. Please double check both username and password.

[The PIT]

I'm using a password manager btw.

Just for the heck of it I changed the password again. It left me login once on the phone app and now it's back to looping back round to the password box no other errors or anything on both phone and any desktop I go on. So the message of unknown user  or password combination has gone away.

 

[Paul]

We've made no changes to the login system at all for some time. So if it's logging you out straight after, it sounds like something is blocking the login cookie from being set, or is deleting it shortly after. Is there definitely nothing running on your devices that may do that? 

Which browser are you using there?

[The PIT]

Firefox, Chrome, Opera take you your pick. Nothing has changed at this end no updates etc or anything nor on my phone.

[The PIT]

Tried it on a work laptop which is managed by the University and doesn't work with that either. That hasn't been switched on for a month so certainly no changes on that one.

Also just tried it using my mobile data to rule out my network and same there.

[Paul]

I can't recreate your issue right now on any local browser or on our browser test system, and as yet haven't seen any other reports of similar problems, so it's a tough one to diagnose. I'll ask @Karl to look at your account specifically in the morning just to make sure there's nothing going on there. 

[The PIT]

Well we can rule out network issues at this end and browser issues.

[Paul]

I don't know what it may be at this point, tbh. 

Out of interest, what happens if you try to login here?

https://www.netweather.tv/extra/radar/

 

[The PIT]

Straight in so it's remembered the cookie but if I navigate anywhere else from their say to gfs charts it asks me to log straight in again and back to square one.

 

In the meantime there's a package capture of me trying to login.

 

[Paul]

I've just taken the download out of your post as although I've not looked at it yet, a packet capture could contain sensitive info.

[The PIT]

Tried it at work and it's now gone back to username and password not known.

Yes I've taken the password I reset it to and used that.

[Paul]

 The PIT Which password manager are you using?

[Paul]

 The PIT We did find something happening with the session on your account, which may well have caused the issue of the login failing without an error message, so hopefully that's now resolved. The password thing, I think is unrelated - so please just reset again and try a new password if that comes up again. 

Let me know how you get on!

[The PIT]

Hurray back in. What broke it BTW?

[Paul]

Excellent. There was some debug left in some code which was pushed live for something totally unrelated, but it affected the login sessions of some accounts (<2%) and wouldn't have allowed them to log in. So, sorry about that - it was quite a random one to pin down. 

[The PIT]

And only me noticed lol.

 

[Paul]

We had another ticket overnight with the issue. But it was only there for less than 24 hours and like I say a very low percentage of people would have been affected.