bobby_9's profile

Thu, Dec 9, 2021 9:02 PM

Unable to log into community via Firefox

The community popup login window + email verification process on Firefox does not work properly - the window does not refresh after the email verification link is clicked. I had to switch to Chrome to get this all to work correctly. Anyone else have this issue?

26 Messages

8 m ago

I noticed this also.

Advocate

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2.8K Messages

8 m ago

I used to have numerous problems logging into the old forum on Firefox AND Edge, but so far, no problems on the new forum (just now logged in with Firefox).  If you continue to have problems, update your thread, as I've noticed that SS doesn't always make their site/forums user-friendly/compatible with all browsers, especially Firefox!

78 Messages

8 m ago

I had a similar problem on Safari. What happened was the log in window that was supposed to refresh would sink behind all open windows, you had to tile the windows on the desk top so you could see them to click on the proper window then it refreshed.

Not sure what platform this is but it is different I'm actually having a little trouble navigating it, it is a little too new wave for this ol dog but I suppose I'll adjust..

As bad as the old one was at least I knew where stuff was...

Advocate

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2.8K Messages

8 m ago

@krstrick,  how many windows did you have open, lol.   As for the new forum, it reminds me of verizon's - needless to say, I never utilized verizon's forums, they used to have far too many topics to wade through, and none of them relevant to what I was looking for.  At least with the new SS forum, one can start with 3 main topics (at top of page), and then see subtopics on subsequent page(s) and.....  we finally have a search function :)

ETA, I just noticed that you don't actually have to navigate the forum "category topics", because the first landing page when you log in, has all the recent posts, and those posts are from each category topic that was posted to recently.  Makes it much easier when wanting to check the forum quickly ....  just scroll the posts for all the recent activity. 

(edited)

78 Messages

@coltmaster1 I find your flippant response somewhat off-putting.

How many windows I had open is irrelevant, what is relevant is that the window should be loaded so that the pop up child window stays on top of its parent window. When Forums at SimpliSafe calls a pop up that requires one to go to e-mail and return to forums at SimpliSafe when one returns to the parent window the child pop up should be right there on top of it, not buried behind it or any other window. 

I'm glad you find it easier to navigate, I find it more difficult and I don't like that "related topics" does not tell you where the topic is located. So I might click on a camera topic and end up in outdoor cameras without really realizing it.

Its fine that you are an "advocate" and like the experience and that you don't have any problems but in your advocating for SS don't dismiss my experience. 

Advocate

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2.8K Messages

That's the first time I've ever been accused of being flippant.  Wow, sorry.

And, I'm not an advocate, that's a label that the SS forum platform automates, I'm guessing sort of like ranks, number of posts, etc.  I also never said I 'like the experience', but I'm willing to get used to it - since there's no choice but to get used to it.  Lastly, we won't get into the numerous problems I have had with SS, forum, logins, system, etc, and I've never been afraid to call them out on it, or, ask for a resolution in the forums.

78 Messages

@coltmaster1

Perhaps I took it wrong and or it came off not as you intended.

Logging into the forum was frustrating ... 

Davey_D has outlined the process if you use E-Mail particularly webmail it seems to foul up the process - it is not immediately apparent what is supposed to be going on.

Community Admin

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2.9K Messages

8 m ago

Hi folks,

Thanks for reporting. @krstrick might be on to something here. The breakdown of how the login process works is this:

  1. Click the Login button on the top right, and the login window will pop out.
  2. You type in your username and password.
  3. If you have multi-factor authentication (MFA) via SMS set up, you should get a text message with a confirmation code.* After you type the code into the login window, you're taken straight to Step 6.
  4. If you don't have MFA set up, you'll get an email from customer-support@simplisafe.com, with a button that says Verify Device.
    (You can open this email on another tab on your browser, or another device if you like)
  5. After you click/tap the Verify Device button in the email, the login window should reload and close itself.
  6. And finally, on the main window for SimpliSafe Community, you should now be logged in. You'll know when the "Login" button on the top right is replaced by your display picture.

*Note that the Community uses the same login as your account on the main SimpliSafe site/app, so they steps should be the same. And if you have MFA set up there, it would be set up here too.

What might be happening here is that if you are going by the email verification route, the login window needs to be active (ie. in the foreground) in order for it to recognize that the device has been verified.

This might be just a quirk of how some browsers work. But I'll definitely forward to our devs to investigate further.

Advocate

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2.2K Messages

8 m ago

I had the same problem with Chrome.  Do you have a pop-up or ad blocker on Firefox?  I had Malwarebytes Browser Guard on Chrome and when I disabled it, I got right in.