Why am I not able to log in?

Today 2 of our users were not able to get into hipchat. They had to reset their password but only after a few times were they finally able to get in. However I still have 1 employee who can't get it and was locked out.

2 answers

1 vote
Ahmad Danial Atlassian Team Sep 10, 2017

Hi, Arlene. As mentioned by Edwin, it will be best for us to get the information from the logs to understand why the authentication failed. One of the best way to trace this is to run the following command, reproduce the issue, press Ctrl + C, and attach the /tmp/all.log here:

sudo dont-blame-hipchat -c "find /var/log -name '*.log' -type f | xargs tail -f -n0" > /tmp/all.log

On top of my head, I can think of the possible scenarios:

  • The password that was used does not comply to the requirement (Mixed uppercase and lowercase characters)
  • The new password that was set was not stored correctly in the hipchat database
  • Multiple attempts to log in causing the account to hit the sign_in limit and failure to authenticate

Let us see how we can understand this issue better.

so we don't use any time of authentication. what are the password requirements?

Ahmad Danial Atlassian Team Apr 18, 2018

Hey, Arlene.

Pardon me for missing your response. If you are still facing the same problem, can you let me know if you are actually on HipChat Cloud / Stride or HipChat Server / Data Center instead?

To answer the question that you have specifically, the password requirement is to have mixed uppercase and lowercase characters.

It could be an issue with your Active Directory. What kind of authentication are you using? Can you attach logs from hipchat of when this user tried to log in? 

it's not using any authentication, each employee uses their own password which is why it's puzzling. They receive the reset link and it gets updated but when they log into the desktop app it says the new password is incorrect.

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