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Resetting a User Password and Reconnecting the Sync Client

Original Question or Issue:

 Customer was unable to log in to the FileCloud web interface and reported that the Sync client repeatedly prompted for a password. The customer was concerned about account security and also reported multiple Sync errors. 

Environment:

  • Product - FileCloud Online
  • Version - 23.262.2
  • Platform - Linux

Steps to Reproduce:

  • Attempt to log in through the regular FileCloud web login page.
  • Enter the user's FileCloud credentials.
  • Attempt to authenticate through the FileCloud Sync client.
  • Sync client repeatedly prompts for a password and reports authentication issues.

Error or Log Message:

  • “Invalid Username or Password”
  • “Login is temporarily locked. Please try again later.”
  • “Authenticated Failed or bad 2FA code or bad Device Auth Code.”
  • Customer also reported approximately 230 Sync errors, including “Send error” and “deletion failed.”

Defect or Enhancement Number:

 

Cause:

 The customer was initially attempting to use the regular user login page and was unable to authenticate with the existing password. The Sync client was consequently experiencing authentication failures. The underlying cause of the separate Sync errors was not investigated as part of this case. 

Resolution or Workaround:

  • FileCloud Support provided temporary Admin Portal credentials to allow the customer to access the Admin Portal.
  • Customer accessed the Admin Portal and reset the user password.
  • Customer then updated the password in the FileCloud Sync client.
  • The Sync process resumed successfully.
  • The original password/login issue was resolved.

Notes: