GoldMine Web (GMWEB): Error  "The username or password you entered did not match our records". when the GoldMine password contains any special characters like ñ (Spanish) or ä (German)

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    Details

    GoldMine Web (GMWEB): Error  "The  username or password you entered did not match our records". when the  GoldMine password contains any special characters like ñ (Spanish) or ä  (German)



    [STEPS TO PREPARE]
    1. Login with master rights
    2. Tools >> Users' Settings
    3. Button New
    4. User name = Test, Fullname = Test, Password - año or äbc (ñ = ALT + 0241 and ä = ALT + 132)
    5. OK
    6. Close

    [STEPS TO REPRODUCE]
    1. Log into GoldMine as user Test with one of the set passwords which contains a specical character
    >> RESULT: Login is successful
    2. Login GoldMine Web (GMWEB) with the same credentials
    >> RESULT: Error  "The username or password you entered did not match our records", the log file shows



    2016-03-01  08:53:47,541 - [ERROR] Thread id[15] -  GoldMine.Models.ApplicationExceptions.ClientInformationException: You  have entered an invalid user name or password. Error code: 1
    2016-03-01  08:53:47,541 - [ERROR] Thread id[15] -  GoldMine.Models.ApplicationExceptions.ClientInformationException: You  have entered an invalid user name or password.,
    GoldMine.Models.ApplicationExceptions.ClientInformationException: You have entered an invalid user name or password.
        at  GoldMine.Models.UserModels.UserRepository.ValidateEncriptedUserPassword(String  userName, String password, Boolean validateIsMasterUser)
       at GoldMine.Models.UserModels.UserRepository.ValidateEncriptedUserPassword(String userName, String password)
       at GoldMineMobile.Models.AccountModels.GMEncriptedMembershipProvider.ValidateUser(String username, String password)
       at GoldMineMobile.Models.AccountMembershipService.ValidateUser(String userName, String password)



    Resolution

    [CAUSE]
    - This is RM # 238920

    [WORKAROUND]
    The user's password needs to be changed for not containing any non-English special characters

    1. Login to GoldMine as the affected user
    2. Tools > Options
    3. General Tab > Change Password Button 
    4. Provide the original password (with the special character)
    5. Enter and confirm a new password without any non-English special characters (passwords can contain special characters like ! @ % but no foreign language related special characters)
    6. OK > OK
    7. Verify again in GoldMine Web with the new set password

    When the user is not able to log into GoldMine this task can also be performed by a GoldMine Administrator (it is recommended that the user changes the password again as the user has access to GoldMine)

    1. Login with master rights
    2. Tools > Users' Settings
    3. Highlight the user in question > Properties Button
    4. Reset the Password without any non-English special characters (passwords  can contain special characters like ! @ % but no foreign language  related special characters)
    5. OK
    6. Close
    7. Let the user verify again in GoldMine Web with the new set password

    [ADDITIONAL NOTE]
    Please also review related Knowledge Articles # 21654 and 21659 for further limitations and behavior for passwords when extending 20 characters