We recently launched our website.
We migrated approximately 400 users from the old site.
To allow users to set a new password, we sent a password reset email.
For most members, there is no issue.
However, for certain accounts, when they click on the link with the reset token, they encounter an "Error: Unknown error."
Could you help me understand where this error might be coming from?
Please note that if I manually set a new password for an account that failed to reset, I can log in without any problem.
I have attached a screenshot of the error displayed.
Hello. Thank you for contacting the Toolset support.
Well - Can you first confirm it's related to Toolset before we go any further.
What if you try to deactivate the Toolset plugins and then try to reset the password - do you see the same error? If yes, then as you already disabled the Toolset plugins there is no Toolset involved in that case.
I cannot deactivated Tooslet because it's a problem on a production website.
As I mentioned, the issue occurs on certain accounts in a 'random' manner. We are unable to reproduce the problem on a test account. What I was hoping for is a specific reason that could generate an unknown error.
The form seems to work well for a large number of our accounts.
The page in question is this one: hidden link
It has a simple shortcode: [wpv-reset-password-form]
Thank you for your response and your help in this mixed context.
We proceeded as follows:
There was an old website with 400 members.
We exported and imported the members to the new site using the Webtoffee plugin.
Once the users were imported, we reset all the passwords so that members would receive an email with the procedure to connect to the site.
Each member therefore received an email with a link containing a token leading to the page: hidden link...
At this stage, some accounts are encountering an "Unknown Error".
I compared the accounts that were able to reset their passwords with those that couldn't, and I don’t see any notable differences.
Of course, in our pre-launch tests, we did not encounter this issue; we even conducted our tests with a sample of users.
Please let me know if I can provide any additional information that may be helpful to you.
Minesh is on vacation and I will reply back fo this ticket.
With the information you provided, this does not seem to be a Toolset issue. The Toolset reset password shortcode just generates what WordPress has and the whole process is done by WordPress and Toolset does not have anything to do with it.
The only thing that I can suggest is to test if that is the case and for that, you will indeed need to deactivate Toolset plugins and test.
I suggest that you copy the production website completely somewhere else and test or alternatively, create a backup of the website and do the Toolset-related plugins deactivation on a weekend when there is a low volume of visitors.
If the issue continues, then you need to search for the problem elsewhere. Maybe something related to the import of the users.
Thank you for your response and for taking over during Minesh's absence.
Thanks for your clarifications, I now have a better understanding of how Toolset works with WordPress for managing this form.
In my research, it seems that the issue might be related to the 'session_tokens' in the usermeta table. Here’s my reasoning:
When I delete the user who has an unknown error and recreate them with the same email and basic information, it seems to work.
As a reminder, I imported the users from the old site to the new site, and therefore the tokens were also imported along with these users.
As explained, I cannot recreate the unknown error, and it occurs randomly. I have also compared the accounts that work with those that don’t, and there are no significant differences. I must therefore make assumptions based on seeing the issue resolved for certain users.
Do you think this could be a plausible cause?
If so, do you think clearing all session tokens with SQL Request for all users would be a good option? I would like to avoid creating other problems, which is why I seek your expert opinion.
Sorry to bounce you around supporters, Christopher is sick, so let me step in here to save you having to wait longer.
As discussed above, it is not clear how Toolset would be implicated here.
If the problem is related to the session tokens, there should be no harm in deleting them; it will simply require users to log in again.
You can do that with a simple SQL query like
DELETE FROM `wp_usermeta`
WHERE `meta_key` LIKE 'session_tokens'
(Your table prefix may be different than the default 'wp_'.)
You can enter such a query via phpMyAdmin, or if you don't have access to that, you can add a plugin (look for the Pexle Chris database plugin by searching for "adminer") which offers a similar interface via the WP back end.
The topic ‘[Closed] Unknown error on the "reset your password" form’ is closed to new replies.
