[kokonutz]

I work for a nonprofit organization that has a website that was previously updated etc... by a third party. He is no longer able to work on our website so he gave me the password to log on. When I try to log in I keep getting an Authentication Error. I have called the hosting site and they are able to log in. I have tried different computers and still get the same message. My question is do I have to be using the same software to log in as the third party? I don't have to make alot of changes to the site, just a few names have to be taken off. This has been frustrating to say the least.

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Are you trying to log in to the Control Panel with a Username and Password? Or are you trying to log into the site via FTP?

Ron

[Major Payne]

Are you trying to log in to the Control Panel with a Username and Password? Or are you trying to log into the site via FTP?

Ron

[kokonutz]

Into the site via FTP

[Major Payne]

Sounds like there may be a very simple mistake on using the FTP address, entering the Username or Password. All three of these have to be correct or you will get errors. Since it is an Authentication error, the FTP address is probably correct. Possible the way the UserName or password is entered. Even the smallest space you wouldn't see would mess it up.

I use SmartFTP and have had this experience before which is why I set the Options to show password instead of the asterisks. Somehow my copy/paste of password was putting in incorrect characters. Of course, SmartFTP is set to remember all my FTPs from now on.

Have you tried using the UserName and Password to log in online directly into the Control Panel?

Ron

[kokonutz]

I have tried my username and password many different ways still same error message. How do I sign in through the control panel?

[Major Payne]

I don't know who you're hosting with, but all the info needed for username, password, FTP Path, Control Panel URL, cgi-bin path and more should have been provided to the person that originally paid for the service. If you are taking over, all this information is needed by you. I would go to the hosting site, either call (best), use their Online Live Support or try to login to the Support page to put in a Support Ticket.

Ron

[kokonutz]

I was given the password and our username. I was told to type in hosting.mediacomhosting.com/OS4 enter the username and password and I would be able to log into our website. I was not given anything else. When I call the help center all they tell me is they can log into our website from their location so I must be doing something wrong. I have tried many many times different ways to type it in and still get the same message. Do you know what else it could be?

[Major Payne]

Sounds to me like they are not providing much support for one thing. Have you tried to put in the username and click the "Forgot your password?" link? If you are able to get an email with the PassWord, then the username is definitely good. Sometimes it pays to clear all your browser's cookies and the cache as the login pages require setting cookies.

This is from their support page:

Whether you're a beginner or an advanced user, administering a website and a hosting account can be confusing. That's why we bring you our easy to use guPanel control panel. Each application comes with its own detailed help menu accessible by clicking on the "?" on the top right corner of each application.

We are also pleased to bring you our online technical support system. It's simple to use with a searchable database of terms and topics to help you find the answers you need now.

If you need additional support, feel free to contact one of our Technical Projects Specialists at [email protected] or by calling 1-866-998-2263. Our highly trained support staff are available to you 24 hrs/day, 7 days/week.

Our goal is to resolve all issues during the first contact. Issues that are not resolved within the first contact are escalated to the next tier of support. Escalations are routed to the best team to handle the specific issue. We will also assign you a ticket number from our Ticketing system so that we can track all issues and problems.

The guPanel is what you should be accessing. This is the Knowledge Base page.

This is about your FTP settings if you want to recheck and try FTP again:

he FTP settings are as follows.

FTP Hostname/IP Address: yourdomain.com or www.yourdomain.com
FTP Username: yourdomain.com (without the www)
FTP Password: your WebsiteOS password.

You must upload all of your files into the public directory. For Dreamweaver or other programs that have it, you must put in /public/ for the host (remote) directory.

Please note: If your package supports FrontPage Extensions and you have turned on FrontPage within the FrontPage Manager, FTP has been turned off as to not conflict with FrontPage Extensions.

Without actually trying to login myself, this is about all I can suggest. Their support should be helping you a lot better other then just telling you they can login. Have you asked them to confirm your username and password as you have them now?

Ron

[Storman]

kokonutz, do you know if the password is case dependent?

Very often, these control panels require a case dependent password.

For example:

password - does not work

but

PaSSword - does work

You say the third party gave you the password, however, take another look at that comminucation and enter it exactly as given taking into account any UPPER or lower case letters.

You may have tried this already but worth a shot