Several customers are unable to log in

Answered

11 Comments

  • Caitlinfrancis

    Sanne,

    I just had the same issue occur. I realized that those users were blocking all 3rd party cookies and that prevented them from logging in. Once we adjusted those settings and permitted the cookies from ZenDesk we were able to successfully login. I don't know if that's the same issue for you but I hope this helps!

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  • Sanne van der Wal

    Hi Caitlin,

    Thanks a lot! I'm going to try this for our customers as well and see if that helps.

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  • Anda Alexandra Rosiek

    Good day everyone. I am experiencing the same issue. Tried to log in both on PC and MAC. Cleared all cookies and temp files. Tried different browsers. Reinstalled the browser and tried again. Reboot... nothing works! However, if I log in via my phone browser or Zendesk app for phone... it works?!

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  • Brett Bowser
    Zendesk Community Manager

    Hey Anda,

    Are there multiple users/agents on your account that are running into this issue? What error do you receive when you attempt to log in? If you navigate to subdomain.zendesk.com/agent are you able to log in from there? You'll want to replace subdomain with the actual subdomain of your account of course.

    Keep me posted!

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  • Anda Alexandra Rosiek

    Brett, I am the only one experiencing this issue. The only thing that helped was my Admin taking me off the platform and re-adding me. Then, I could open up under incognito mode. On the regular browsers is still giving me that error. The error is always the same: FORBIDDEN - Invalid authenticity token. 

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  • Brett Bowser
    Zendesk Community Manager

    Hey Anda,

    Thanks for clarifying!

    With regard to the error message you referenced, this error message will pop up when a user has chosen to block third-party cookies in their browser, which prevents the user's authentication request from being accepted.

    To fix this, you can update your settings by going to the Privacy & Security settings shown here and change the "Block third-party cookies" option to either "Allow all cookies" or "Block third-party cookies in Incognito". Going forward, your login requests should be accepted safely.

    Unfortunately, this is not something we (Zendesk) have particular control over, but clearing cache and cookies or disabling browser extensions will be our general recommendations.

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  • Anda Alexandra Rosiek

    Brett, I actually had tried all of that - did not work. 

    Any other ideas?

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  • Brett Bowser
    Zendesk Community Manager

    Hey Anda,

    I'm going to create a ticket on your behalf so our Customer Care team can look into this further.

    Cheers!

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  • Debra Fafalios

    I have the same issue with one of my users.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Debbie -

    Sorry your user is having trouble with this! Because authentication issues can be complex and can require troubleshooting, I'd recommend you contact our support team using Option 1 here (follow the instructions until it lets you select Live Chat): Contacting Zendesk Customer Support

    If you can find out what operating system and browser your user is using to access Zendesk, that would be helpful too. Thanks!

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  • Debra Fafalios

    We found out that the user had a Chrome Privacy extension installed. Once the Privacy extension was uninstalled they were able to get in.

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