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User who is traveling cannot login to User Portal

Original Question or Issue:

A licensed user cannot log into the User Portal, and when they enter the correct credentials, they're still unable to move past the login prompt.  This user is trying to login while traveling in another country.

Environment:

  • Product - FileCloud Server/Online
  • Version - Any
  • Platform - Any

Steps to Reproduce:

Create a fully licensed user on the FileCloud Server, navigate to the User Portal, and try logging in using the correct username & password.  This login attempt would be done while traveling in another country.

Error or Log Message:

  • On the Web UI side, no error messages will display initially, though a spinning icon may be seen temporarily.

  • In the FileCloud Server Logs (while set to DEV mode):

    YYYY-MM-DD DEBUG: Session: IP Mismatch Detected: Timeout is 0 for: request IP: x.x.x.x and session IP: x.x.x.x 

Defect or Enhancement Number:

 

Cause:

This is caused by the user's IP address changing during their login session, which is common for users who travel or use a VPN.  

Resolution or Workaround:

To resolve this issue, you can navigate to your Admin Portal > Settings > Misc > General > Disable IP Checks

Notes:

To view the official support documentation for this, follow the attached link below:

https://docs.filecloud.com/fcdoc/latest/server/filecloud-administrator-guide/filecloud-site-setup/filecloud-best-practices/manage-ip-checks