Some users can't access protected folder

Discussion in 'Troubleshooting' started by rosieowl, May 27, 2013.

  1. rosieowl

    rosieowl New Member

    May 28, 2009
    Have a ticket in and hoping to get a solution to this problem that way but we are frantic here with very unhappy customers and would appreciate any ideas on trying to patch things up and keep people happy while we wait for a full solution.

    As the title says, some users can't access the protected folder. They are a very random selection of users - some new sign ups, some long term users and they are spread across various products which all access the same protected folder. They login fine but then instead of being redirected to the usual first page they are taken to the members page and when they follow the link there to the content they are given an Access denied message.

    They are active members, they have not been blocked in any way that we can find. When we give them login details for a new temporary account, they can login fine from their own computer.

    We have tried logging in as them from aMember admin but we get the same results that they do.

    The majority of our users seem to be logging in fine and being taken straight to the content as they should be but this significant minority are unable to.

    We have recently moved servers and this all seems to have started when apache was restarted a couple of times earlier today - we aren't quite sure why and are trying to chase that up with the hosting company and prevent similar issues arising again.

    Following an idea from this old thread (v3 but similar issue)
    we have tried adding a day onto users' subscriptions and this seems to then give them back their access again.

    However, at the moment we don't have any way of knowing who is affected until they email us and tell us. Going through every user and trying to log in from aMember admin to find out whether they have this problem would take an incredibly long time (although we may just have to get started on this) and simply waiting for people to have a problem is not acceptable to us. It is a quiet day today, bank holiday in the UK and we don't want to wake tomorrow and find vast numbers of people reporting problems if we can possibly avoid it.

    What we need is either:

    Something we could do - that would work like adding a day on - but that would be likely to rejig things for all users.

    Or some way of working out who is affected so we can add a day on for them before they realise there is a problem.

    Having inconvenienced users already with a server migration that didn't go at all as smoothly as we hoped (nothing to do with aMember) and since we don't know why this problem has occurred and whether it will occur again, we don't want to risk trying random things out and causing even more inconvenience but at the same time, we can't go on like this.

    We are having a horrible few weeks and any help, ideas, suggestions would be gratefully received.

    Thank you
  2. rosieowl

    rosieowl New Member

    May 28, 2009
    We've tried removing protection from our protected folder and reprotecting it - no difference!

    If anyone should find themselves in a similar situation we have found a way to get people back in but it is far from ideal.

    We have edited the protected folder access permissions to temporarily give access to all registered users.
    Obviously this means expired users and those that never completed sign up can access the protected contenct too but that currently seems preferable to having many unhappy paying customers.

    Now to figure out a proper solution and figure out how to stop it happening again. It's going to be a long long night!
  3. webknix

    webknix aMember Pro Customer

    Oct 7, 2012
    Hey .. did you ever find a solution to this problem? We're having the same issue

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