Invalid ID or password - only from phone

[SallyC]

I just started getting an error when logging into this forum using my phone's stock browser that I entered an invalid screen name or password.  I am sure it is the correct info and it is the same info I use when logging in using my pc, which obviously works as that's how I'm logged in now.  

I tried rebooting, clearing my phone's browser cache and even clearing the data but still the problem persists.  Anyone else had this?

[ArnettH_VZW]

Hello SallyC,

I was getting the same error message a couple of weeks ago on my device as well. May I ask are you able to login to your My Verizon account? One the login screen to the device forum is a drop down menu with two options. Please verify that you have selected Community Member Profile selected in this drop down menu then retry logging in. Once you have done so, please update me with your findings.

Thank you...

ArnettH_VZW

Follow us on Twitter @vzwsupport

[Wildman]

I had the same issue and this was the solution that resolved my issue, for some reason when you go to the forum logon this option is set to the Account part of your account not the forum side....   I wish that Verizon would consider merging these logons so both use the same login and password..

Sometimes you have to close the browser before trying to log into forum if you opened account information before you went to forum...

[SallyC]

Thank you for your reply.  This is driving me nuts!

Yes, I can log in using the My Verizon app.  No problems there, just with logging into the forum using my phone. When logging in on my computer I see the dropdown you are referring to, but that is not there when I try to log in on my phone as it is using a mobile version of the site.

I believe there is  a problem with the authentication server on the jive-mobile site.  If I try to log in to the support forums using my droid razr (which takes me to https://vzwsupport.jive-mobile.com/#jive-login ) it gives me an error of invalid name or password.  I have tried this on two browsers (the Razr's stock browser and Dolphin) and it doesn't work.  I have also copied the URL and tried using it on my desktop pc.  Same error.  I can log in to the support forums with out error from my desktop which goes to the URL https://community.verizonwireless.com/community/droid/droid-razr/login.jspa but that is not practical for the phone as it's not optimized for a mobile display. 

The problem - at least to me - seems clearly with the authentication on the mobile site.  I would be interested if you have the same experience. 

I'm very active in the Verizon Droid Razr support forum and get emails when people are asking for assistance. But if I click on the View Discussion email using my phone, I get taken to the discussion but am not logged in.  When I click on log in (upper right corner) I go to the jive-mobile URL and am getting this error. 

I would appreciate any help you can provide as it obviously makes it more difficult for me to participate in the forums this way. Thank you.

[Wildman]

No you have to scroll to the bottom of page and select the option for full web page instead of mobile...  Then you can change the login option just like the desktop...  This should resolve this..

[SallyC]

Wildman wrote:

No you have to scroll to the bottom of page and select the option for full web page instead of mobile...  Then you can change the login option just like the desktop...  This should resolve this..

No, this is not what I'm seeing.  I get an email in telling me someone has replied to a message I'm involved in. It looks like this:

So if I click on 'View the full discussion' from my pc, I go to

https://community.verizonwireless.com/message/787930#787930

but if I'm on my phone and click on the link I go to

https://vzwsupport.jive-mobile.com:443/#jive-discussion?content=%2Fapi%2Fcore%2Fv2%2Fdiscussions%2F7...

Hopefully this helps clarify the problem.

[Wildman]

I will try to help:

1. Are you using the stock browser or one of the 3rd party browsers from the market?

2. What happens when you go to the page on the browser without pressing the link?

[SallyC]

1.  I have tried the stock browser and Dolphin on my phone.

2. If I just put in verizon.com from my phone's browser I go to the page you showed. 

Wildman wrote:

I will try to help:

1. Are you using the stock browser or one of the 3rd party browsers from the market?

2. What happens when you go to the page on the browser without pressing the link?

[Wildman]

SallyC wrote:

1.  I have tried the stock browser and Dolphin on my phone.

2. If I just put in verizon.com from my phone's browser I go to the page you showed. 

Wildman wrote:

I will try to help:

1. Are you using the stock browser or one of the 3rd party browsers from the market?

2. What happens when you go to the page on the browser without pressing the link?

If you are getting the one like the screenshot, you are on the mobile site, try scrolling to bottom and click full site and change logon to Community Member Profile.. 

• Also have you tried closing the browser completely?  
• Also did you set the browser to remember your password?

 

One more thing maybe the account has been locked out, you can click the forgot password option under login area and change the password and see if that helps..

[SallyC]

Wildman wrote:

SallyC wrote:

1.  I have tried the stock browser and Dolphin on my phone.

2. If I just put in verizon.com from my phone's browser I go to the page you showed. 

Wildman wrote:

I will try to help:

1. Are you using the stock browser or one of the 3rd party browsers from the market?

2. What happens when you go to the page on the browser without pressing the link?

If you are getting the one like the screenshot, you are on the mobile site, try scrolling to bottom and click full site and change logon to Community Member Profile..

 

That looks like a URL I get from my computer, not my phone.  When you get an email notifying you that I replied to this, does it look like the image I included above? And if you click on the View the Full discussion (using your phone, not your pc) do you get one of the images above? I don't. I get the link I included above. 

[Wildman]

That is a screen shot of my phone...  When you select the Full Site option at bottom of mobile page it will reload page and it will be the same site view as your desktop...  The mobile site has been useless since the site upgrade that was down a month or so back...

[Ann154]

It has improved recently, Wildman. I can now access the individual sections of the community without a backdoor access that I had utilized.

[Wildman]

Ann154 wrote:

It has improved recently, Wildman. I can now access the individual sections of the community without a backdoor access that I had utilized.

Yeah Ann, I have had better luck with the site recently, I still hope they work out these little bugs that we still have..

[SallyC]

Wildman wrote:

That is a screen shot of my phone...  When you select the Full Site option at bottom of mobile page it will reload page and it will be the same site view as your desktop...  The mobile site has been useless since the site upgrade that was down a month or so back...

What I'm wondering is what do you see if you click on the email link View full discussion on your phone.  It can't be that screenshot.  What do you see then?

[Wildman]

Have you tried resetting you password?  The error doesn't have to be because of user name...

[SallyC]

Wildman wrote:

Have you tried resetting you password?  The error doesn't have to be because of user name...

Somewhere in the last couple weeks I was forced to reset my password. I got locked out from too many attempts as I was trying to figure out what's going on.  But it's not my password as I can log in from my pc. 

And if I use the full site version on my phone, I'm logged in too.  It's only when I try to use the mobile site.

Which is why I say it's a problem with jive-mobile authentication server. That is my best guess at least.

[Wildman]

The issue isn't with the device, it is with the site...  The site only recently been revamped and it is going through its growing pains stages... 

You can log into the the site on desktop and the full view on phone browser because the default option is to log you into your My Verizon area instead of forum and this is the same issue with mobile site but mobile page doesn't have the option menu to change logon for the forum, so when you log in on mobile site you are logging into MyVerizon area.

[SallyC]

Wildman wrote:

The issue isn't with the device, it is with the site...  The site only recently been revamped and it is going through its growing pains stages... 

You can log into the the site on desktop and the full view on phone browser because the default option is to log you into your My Verizon area instead of forum and this is the same issue with mobile site but mobile page doesn't have the option menu to change logon for the forum, so when you log in on mobile site you are logging into MyVerizon area.

I agree with you that it's the site, not the device. I don't pretend to understand why but your explanation sounds as good as any.  I just hope they fix it because it's current state is hindering my ability to sign in and help people on the forums which is something I'd like to be able to do.

I appreciate your trying, Wildman.

[Ann154]

SallyC,

For kicks and giggles, can you try something?

With the dolphin browser and you logged into the full desktop version of the community, change the browser setting back to the default (android) setting. Then reload the page.

Does it load the Jive mobile site or not and do you stay logged in?

[SallyC]

Ann154 wrote:

SallyC,

For kicks and giggles, can you try something?

With the dolphin browser and you logged into the full desktop version of the community, change the browser setting back to the default (android) setting. Then reload the page.

Does it load the Jive mobile site or not and do you stay logged in?

Ha! I like the way you think, Ann. I had the same thought .  But unfortunately when I switch to Android mode I am back to the jive-mobile version of the site and no longer logged in or able to log in.

Drat! I really hope they fix this soon. 

And thank you for your trying too, Ann.  Hopefully someone with some higher up juice will kick this problem up the support pole and get it fixed.

[Ann154]

I can certainly alert the community manager and the Jive Admin of this thread for you.