Unable to submit a support ticket - Invalid username or password

IlfaGoods

New member
Despite being able to log in to Planet Auran and check my profile, and log into these forums and post, when I try to use the Helpdesk link to raise a ticket, I get "Invalid username or password". Since the username and password are working for the login and forum, I don't understand what has gone wrong here.

In case my problem can be spolved by the community, here's the issue:

I am trying to resolve a problem with a re-installation of Trainz2012, where Content Manager keeps telling me that I do not have a valid username and password, or have not registered a serial number with Planet Auran.

I am running Windows7, I ran the install program as administrator, patched up to 49922, set all the programs to run as administrator, and installed to a different partition from the Windows Installation.

The original installation worked fine, I installed a couple of weeks ago, got a 1st-class ticket, and began updating the out-of-date content, but due to my mistake I was downloading all out of date items on the download station, not local, and after 70G had accumulated, the partiton ran out of space, and I was unable to get TS2012 running again by extended repair from the command line.

I also have TS2010 installed and running, and that is able to access the download station from it's content manager.

I did find that, despite putting in the TS2012 DVD key during the re-install process, the serial number for it was not shown in my Planet Auran details, and I had to add it myself.

There is one option I have seen in the threads - changing the Planaet Auran password - but I am reluctant to do this as I had to change it last year, and despite the auran site telling me it had emailed me the new password, no emails arrived, I was unable to even post to these forums to ask for help, and I ended up having to wait a week until Kris was able to manually reset my password, and as I have said above, I still have TS2010 working properly and don't want to upset it.
 
This is an error in the system. When You go to the helpdesk using the button at the top of this page, the password automatically inserted is the encrypted FTP password. You have to enter your normal password into the form.

Peter
 
Thank you for the answer, but when I use the helpdesk button at the to[p of the forums, then over-write the username and password with the username and password I use to log into both my Planet Auran account and these forums, I get "Invalid username and password", no matter how many times I over-write the form entries.

How do I go about submitting a support ticket to Auran?
 
Nothing wrong at my end. Check that you are entering your Planet Auran details correctly. If the problem persists, you may need to delete your cookies (which is browser dependent)

Shane
 
Thanks Shane, good point about the cookies, I just tried deleting all Auran cookies but it hasn't altered anything.

Firefox is entering the stored username and password which allows me to login to the forum and post, to login to my profile , check my serial numbers, login to the download page, and, TS2010 content manager connects with them quite happily.

However, TS2012 Content manager and the helpdesk support page both say "Invalid username and password"

I'm running out of ideas, is there some direct line to Auran suppport, such as a fax line, which I can use?
 
I don't think so, in the case of the browser, Firefox is entering the saved username and password, and it works forn the forum and my Planet Auran login, also for the download web page. I just tried capitalising all the lowercase letters in the helpdesk page, with no luck. I also looked through the stored passwords in Firefox to see if there were any duplicate entries, but there weren't.

As I've said, TS2010 Content manager is working perfectly, but not TS2012, some of the web pages are working fine, but not the others.

To add to the puzzle, I tried to login to Simulator central, where they state that you can login with your Planet Auran username and password, and it wouldn't let me. I then tried to register IlfaGoods, and it refused, saying the username is already taken, so it knows there is an IlfaGoods, but some parts of the system don't like the password that other parts of the system will accept.

I suspect this is a database issue, but since I can't raise a support ticket, there seems to be no way to bring it to the attention of the people who could investigate it.
 
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I suspect this is a database issue, but since I can't raise a support ticket, there seems to be no way to bring it to the attention of the people who could investigate it.

It certainly looks that way.
There was an email address that I think Zec posted on here somewhere when this problem came up before, hopefully Zec will pick up on this thread.
 
Good Morning IlfaGoods
Please contact our helpdesk via email regarding this issue, as we cannot provide account support via our public forums.

The helpdesk's email address is auransupport@auran.com

Regards
 
Thanks Zec,

in fact I found that email address in my archives last night, sent a plea for help, and had a reply from Support today, and the problems have been solved.

For those who have a similar issue with a re-install of TS2012 where the username and password keep being rejected, the advice I was given was

1. Start TS2012
2. Go to "Options" then "Planet Auran" tab
3. Overwrite the username and password with spaces
4. Save
5 Exit TS2012
6 Start TS2012
7. Go to "Options" then "Planet Auran" tab
8. Re-enter the proper username and password
9. Save

I did the same thing for the helpdesk screen, and confirmed I could now log into the support page.

Phew, and thanks to everyone who responded.
 
Once in a while, the invalid password/username happens to me when using CMP. I usually overwrite the username and password fields with complete gibberish like "isfvhoieugpowrhgwihvi" and let the DLS tell me it doesn't recognize it. The I overwrite the gibberish with the correct words. That is similar to what your support reply said to do. In some cases, that also works with the help desk fields also.

Bill
 
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