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Todd H&M
Todd H&M
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Can't Login or FTP using Partner Credentials

May 8, 2012 7:19 AM

Categories: Bug Reports and System Issues, General Discussion Tags: #ftp #admin_login

I lost access to all my sites yesterday.

 

When trying FTP I get:

 

"...encountered a network or file system error"

 

I've previously transitioned to the new Adobe credentials and FTP was working fine. Now I get this error.

 

I'm unable to contact support directly as my 'Admin' login is also not working.

 

I can get to the Admin login page and put in my credentials but I'm asked to check a box to new terms. I do that and pick the site I want to enter but clicking the button doesn't do anything.

 

Can someone get me in touch with Adobe? Prior Cloud there was a form if you couldn't login at all but now I can't find it.

 

Since I'm unable to login to Admin I can't submit a case or get chat support. The link on the login "get help" just sends me to the knowledge base.

 

Client login still seem to be working but that doesn't give me access to the partner portal if I login as a client.

 

I did some more testing and found I can login to client sites using client credentials and get FTP to client sites with their credentials. But I'm unable to login or FTP using my partner credentials.

 

I'm wondering if the problem is that I am unable to get past the new Admin login screen that requires approval of the new terms. I've check the box and hit submit but nothing happens.

 

I'd love to talk to support via chat or submit a case but since I can't login in that's not possible.

 

Is there no way to contact the support team if partner credentials stop working?

1820 Views   11 Replies   Latest reply: Florin Carlig, May 8, 2012 1:30 PM
 
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  • Todd H&M
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    1. Todd H&M,
    May 8, 2012 7:24 AM   in reply to Todd H&M
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    I hate to be a pest but I really need to connect with someone at Adobe immediately to resolve this.

     
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  • Brad Lawryk
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    2. Brad Lawryk,
    May 8, 2012 7:37 AM   in reply to Todd H&M
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    If you did the Adobe ID migration the exact same credentials you used to login to this forum should work?In my case I had two Adobe ID's and they were able to merge and I can now login with either of them.

     

    Another thing is that you didn't mention if you were using the Dreamweaver FTP. If you are you may be experiencing a caching issue. Try deleting the Dreamweaver Cache file. Don't worry a new one will be created.

     
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  • Todd H&M
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    3. Todd H&M,
    May 8, 2012 7:42 AM   in reply to Brad Lawryk
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    Hi Brad,

     

    Thanks for the reply. The Adobe ID migration was no problem and I was logging in just fine after I did that. When I try to login I don't get a name/password error. The problem seems to be that I'm unable to get past the new terms. I can check the box and select the site I want to login into but when I hit the submit button nothing happens.

     

    I'm using Dreamweaver, and I can FTP with no problem if I use my clients credentials. I just can't use mine any more and get that error I mentioned.

     

    Thanks, Todd

     
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  • Todd H&M
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    4. Todd H&M,
    May 8, 2012 7:43 AM   in reply to Todd H&M
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    My real problem is I need a way to contact official support without being able to offically login. In the past there was a little form for instances like this if a partner couldn't login. But now I can't find it and I'm afraid that has disappeared in the new and improved Business Catalyst.

     
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  • Brad Lawryk
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    5. Brad Lawryk,
    May 8, 2012 7:43 AM   in reply to Todd H&M
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    I would still try clearing the browser cache and the Dreamweaver cache both and restarting the computer to make sure. It really seems like a caching issue to me.

     
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  • Florin Carlig
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    6. Florin Carlig,
    May 8, 2012 7:44 AM   in reply to Todd H&M
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    HI intuiPOD,

     

    Can you please let us know the email address you try to login with? Also, what's the site that you select from the list, and do you get any specific error message?

     

    Similarly, what's the site that you try to connect to in Dreamweaver?

     

    Feel free to send me a private message if you don't want this information public.

     

    Thanks and regards,

    Florin Carlig

     
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  • Todd H&M
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    7. Todd H&M,
    May 8, 2012 7:47 AM   in reply to Florin Carlig
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    I'll send you a private message shortly.

     

    Thanks, Todd

     
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  • Todd H&M
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    8. Todd H&M,
    May 8, 2012 8:01 AM   in reply to Todd H&M
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    For the support team member that will be responding here is some additional information:

     

    I'm trying to login into my partner site (and client sites) with my partner credentials and also FTP into those site.

     

    FTP works in DW if I use a client's credentials but not my own. I can also login into a clients admin area using their credentials.

     

    I'm effectively locked out of my own partner site, ftp access and support.

     

    The problem seems to be the terms. As I mention in the forum post I get the login screen and enter my name and password and hit submit. That seems to work and I get a response page with the login repeated but now with terms to agree to. I check the agree box and submit again. Again I get a response and then I'm asked to pick a site to login into. I select a site and hit submit but then nothing happens.

     

    So, at that point I can't login. I've tried it in FF and Chrome.

     
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  • Todd H&M
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    9. Todd H&M,
    May 8, 2012 8:08 AM   in reply to Todd H&M
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    Thank you Florin!!! She came up with a work around that fixed everything!!!

     

    Thanks so much!

     

    It still would be nice that there would be some way to contact Adobe support directly if there's a login issue like this that's not just a simple password reset.

     

    Again, Thanks Florin!!!!!!

     
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  • jarnot9
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    10. jarnot9,
    May 8, 2012 12:50 PM   in reply to Todd H&M
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    What was the answer??????? I am having the same problem.

     
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  • Florin Carlig
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    11. Florin Carlig,
    May 8, 2012 1:30 PM   in reply to jarnot9
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    Hi jarnot9,

     

    The workaround in the above case was to go to the secure URL of your partner site, and login through there. For example, if your partner site system URL is mysite.businesscatalyst.com, login to mysite.worldsecuresystems.com/admin

     

    We have identified a problem that happens only when you sign the new Terms of Use and then you're asked to choose the site. So the workaround is to login to the secure domain of the partner site, sign the TOU there, and then everything should be working properly.

     

    Thanks and regards,

    Florin Carlig

     
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