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en:loginproblems [2021/09/30 13:02] – [4a. Check your username/password] lineflyer | en:loginproblems [2023/06/12 22:32] (current) – [Login failed: Captcha required] moving-bits | ||
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If c:geo cannot login to the geocaching server it will show a warning on the main screen: | If c:geo cannot login to the geocaching server it will show a warning on the main screen: | ||
- | **PICTURE** | + | {{ : |
This page provides some checks you should do to find out the reason for the login problem. Please follow the steps below in order to find the root cause of your problem and get you going again. | This page provides some checks you should do to find out the reason for the login problem. Please follow the steps below in order to find the root cause of your problem and get you going again. | ||
- | <WRAP center round info 60%> | + | <WRAP center round info 100%> |
- | Please kindly follow all steps below before contacting our support team. | + | Please kindly follow all steps listed |
</ | </ | ||
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- | <WRAP center round todo 60%> | + | <WRAP center round todo 100%> |
Therefore please check first of all, if there is an update of c:geo available and update your app if applicable. | Therefore please check first of all, if there is an update of c:geo available and update your app if applicable. | ||
</ | </ | ||
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For geocaching.com you can also check their [[https:// | For geocaching.com you can also check their [[https:// | ||
- | <WRAP center round todo 60%> | + | <WRAP center round todo 100%> |
If a geocaching server is not available, you need to wait until its available again to connect with c:geo. | If a geocaching server is not available, you need to wait until its available again to connect with c:geo. | ||
</ | </ | ||
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If you updated to the newest c:geo version or are already using the newest version and the problem persists, please make sure you have a working network connection. c:geo cannot login without internet connection. Also using some antivirus- or firewall apps might block internet traffic for some apps. | If you updated to the newest c:geo version or are already using the newest version and the problem persists, please make sure you have a working network connection. c:geo cannot login without internet connection. Also using some antivirus- or firewall apps might block internet traffic for some apps. | ||
- | <WRAP center round todo 60%> | + | <WRAP center round todo 100%> |
Restore internet access and restart c:geo to trigger a new login. | Restore internet access and restart c:geo to trigger a new login. | ||
</ | </ | ||
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===== 4. Check authentication data ===== | ===== 4. Check authentication data ===== | ||
- | ==== 4a. Check your username/ | + | If you successfully checked |
- | + | <WRAP center round todo 100%> | |
- | If you successfully checked your internet connection and the geocaching service website and the problem in c:geo still persists, you should check the authentication data you stored in c:geo. | + | |
- | + | ||
- | <WRAP center round todo 60%> | + | |
If you e.g. recently changed your password on the geocaching website, you need to apply this change also in c:geo to be able to login again. | If you e.g. recently changed your password on the geocaching website, you need to apply this change also in c:geo to be able to login again. | ||
</ | </ | ||
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To check your authentication please tap on the “Not logged in…” message box shown on the main screen. | To check your authentication please tap on the “Not logged in…” message box shown on the main screen. | ||
- | PICTURE | + | {{ : |
Afterwards tap “Yes” to open the geocaching service configuration. Alternatively you can reach the service configuration from c:geo Menu → Settings → Services. | Afterwards tap “Yes” to open the geocaching service configuration. Alternatively you can reach the service configuration from c:geo Menu → Settings → Services. | ||
- | PICTURE | + | |
+ | {{ : | ||
Select the geocaching service you want to check (e.g. geocaching.com), | Select the geocaching service you want to check (e.g. geocaching.com), | ||
- | PICTURE | + | <WRAP center round tip 100%> |
+ | You can also long tap on the menu item " | ||
+ | </ | ||
- | This will open a screen, where you should again enter your username and password for that geocaching service. Afterwards select “Check authentication (again)” to see if login is either now possible or what error is returned. | + | {{ : |
- | PICTURE | ||
- | ==== 4b. Possible | + | This will open a screen, where you should again enter your username and password for that geocaching service. Afterwards select “Check authentication” to see if login is either now possible or what error is returned. |
- | === Login failed: Wrong username and/or password === | + | {{ :en: |
- | In 99% of cases, where this error message is shown, it really means, that you entered wrong credentials. Please carefully check the entered username and password and be aware, that username and password are case sensitive. | + | ===== 5. Possible |
- | Also, some special characters you may use in your username and/or password might look slightly different or can be confused with other characters on your Android keyboard. | + | <WRAP center round todo 100%> |
+ | If you checked everything listed above and login still fails, you should look into the error cause returned by c:geo while performing the "Check of authentication data" as described above. | ||
+ | </ | ||
+ | |||
+ | The following chapters provide an explanation and possible fixes for all error causes. | ||
+ | |||
+ | |||
+ | ==== Login failed: Wrong username and/or password ==== | ||
+ | |||
+ | In 99% of cases, where this error message is shown, it really means, that you entered wrong credentials. | ||
+ | |||
+ | <WRAP center round todo 100%> | ||
+ | Please carefully check the entered username and password and be aware, that username and password are case sensitive. | ||
+ | </ | ||
[[https:// | [[https:// | ||
- | === Login failed: Captcha required === | + | ==== Login failed: Captcha required |
- | c:geo has detected, that the geocaching website requires you to solve a Captcha to login. c:geo therefore cannot login. geocaching.com might use such Captcha after detecting consecutive login failures (e.g. due to wrong password). | + | c:geo has detected, that due to security reasons |
- | Please login once on the geocaching website using your browser/PC and try again with c:geo after you successfully logged | + | This can be triggered by the following situations: |
+ | * You tried to login with a wrong password several times | ||
+ | * You tried to login from a suspicious IP address (e.g. a public WiFi, from a foreign country, using VPN or anonymizer services) | ||
+ | * The mail address stored in your profile at geocaching.com is not verified or no longer valid | ||
+ | |||
+ | To overcome this problem please proceed as follows: | ||
+ | |||
+ | <WRAP center round todo 100%> | ||
+ | Use your device' | ||
+ | Afterwards go to c:geo Start - Menu - Settings - Services - geocaching.com and use " | ||
+ | </ | ||
+ | |||
+ | Furthermore geocaching.com might use such captcha when detecting logins from an suspicious, blacklisted or unidentified IP-address. Such might happen if you use VPN tools, anonymizers (like TOR) or some public Wi-Fi networks. | ||
+ | |||
+ | <WRAP center round todo 100%> | ||
+ | Please | ||
+ | </ | ||
+ | |||
+ | If you are using the geocaching.com app on your mobile, it might also help if you open that app, log off, close the app, restart and login again. | ||
+ | |||
+ | ==== Login failed: You must validate your account on the Geocaching.com website first ==== | ||
+ | |||
+ | You mail address and/or your account is not yet or no longer validated on the geocaching server. | ||
+ | |||
+ | <WRAP center round todo 100%> | ||
+ | Please login to the geocaching website using your browser | ||
+ | </ | ||
+ | |||
+ | |||
+ | ==== Login failed: Unknown communication error ==== | ||
+ | |||
+ | In case you are using any anti-virus, | ||
+ | |||
+ | <WRAP center round todo 100%> | ||
+ | Try disabling such tool and check if the login works now. | ||
+ | </ | ||
+ | |||
+ | If the date/time is wrong this might lead to problems establishing a secure connection to the server. | ||
+ | |||
+ | <WRAP center round todo 100%> | ||
+ | Please also check that your phone is working with the correct date, time zone and time. | ||
+ | </ | ||
+ | |||
+ | Sometimes network providers insert messages into the HTML-traffic which prevents c:geo from logging | ||
+ | |||
+ | <WRAP center round todo 100%> | ||
+ | In this case please go to the c:geo settings Menu → Settings → Services and enable “Identify as Android Browser”. Afterwards you might have to restart your phone to be sure these settings take effect. | ||
+ | </ | ||
- | Furthermore geocaching.com might user such Captcha, when detecting logins from an suspicious, blacklisted or unidentified IP-address. Such might happen if you use VPN tools, anonymizers (like TOR) or some public Wi-Fi networks. Please deactivate such tools and try again to login with c:geo. You might also want to try logging in with c:geo using a different internet connection (e.g. mobile network instead of Wi-Fi). | ||
- | === Login failed: You must validate your account on the Geocaching.com website first === | + | ===== If nothing helps... ===== |
- | You mail address and/or your account is not yet or no longer validated on the geocaching server. Please login using your browser or PC and validate your mail address and/or account on the geocaching website. Afterwards try again to login with c:geo. | + | Some final recommendations if none of the above solved |
- | === Login failed: Unknown communication error === | + | - Make sure to also try the "long tap" to delete your authorization data in c:geo as described in step 4 on this page. This might help in rare case when outdated tokens, |
+ | - Consider de-installing and re-installing c:geo. After a new installation the installation wizard will help you to set up the connection as described in [[.: | ||
+ | - Contact our [[mailto: | ||
- | In case you are using any anti-virus, |