Was excited to get a Z100G for my home net, set it up, sent in request for activation to SofaWare (48 hr turn around), then had to leave for a week. On return, I tried to activate my subscription, but the router would not accept my username and/or password. I know these are correct, since I use a password manager!

My paranoid side (why I bought it in the first place) wonders if it was hacked... doubt that, but it's still a PITA. Guess all I can do is a hard reset (P 291, PDF Manual). Anyone else have same problem or know why this happened?

Had the same issue with a newly installed Z100G received yesterday (latest firmaware). The scenario here was after the initial setup, all was running fine. I had logged out and back into the router a number of times without a problem. Lastly, I selected the "additional services" option, which then stated to wait for the email, etcetera.

The next morning, I again was able to log in without a hitch and enabled the "additional services" per the email instructions, then logged out.

Several hours later, I tried to log in again, but I kept getting the screen refresh stating incorrect p/w. After so many tries, it locked me out for a time period. I'm certain the p/w was correct since it was sitting on a sticky note right in front of me!

I finally had to go through a full reset of the Z100G, starting the setup from scratch.

My paranoid side was piqued as well! So far, it's been up for about six hours and I can still log in.

Can someone from tech support please enter in some thoughts on this issue???

OK - All of today, everything was peachy keen, until 10 minutes ago. Suddenly, I couldn't log in to the Z100G again!

When trying to log in as admin, using the correct p/w, the page (using IE7) reloads with just the login prompt asking for the p/w again. This happens over and over. I tried clearing all (cache), closing, reopening IE, but it still didn't work.

Here's the really strange part. I decided to do the Microsoft fix all - I rebooted the XP box. After I logged back in to the non-administrative user account within XP, I could once again successfully log in to the Z100G using IE7.

I've searched here for issues related to this, but so far have come up with nada as far as to why this is happening.

After I finally got logged back in, here's the event horizon log for that brief history of time (could it be a software black hole?):


00953 27Jan2008 00:48:15 User admin logged in (Source IP: My DHCP address)
00952 27Jan2008 00:46:55 User admin logged in (Source IP: My DHCP address)
00951 27Jan2008 00:46:43 User admin failed to login (wrong authentication) (Source IP: My DHCP address)
00950 27Jan2008 00:45:08 User admin logged in (Source IP: My DHCP address)
00949 27Jan2008 00:44:41 User admin logged in (Source IP: My DHCP address)
00948 27Jan2008 00:44:28 User admin logged in (Source IP: My DHCP address)
00947 27Jan2008 00:43:35 UDP 221.8.118.122 [Policy rule] 54676 www.xxx.yyy.zzz (ZoneAlarm Z100G) 1026
00946 27Jan2008 00:43:35 UDP 221.8.118.122 [Policy rule] 54677 www.xxx.yyy.zzz (ZoneAlarm Z100G) 1027
00945 27Jan2008 00:43:05 User admin logged in (Source IP: My DHCP address)
00944 27Jan2008 00:42:17 User admin logged in (Source IP: My DHCP address)
00943 27Jan2008 00:41:48 User admin logged in (Source IP: My DHCP address)


Notice that on each attempt (with one exception where I slip-fingered the keyboard), it says "User admin logged in". Yet, what's redisplayed in the browser is the login screen again. So, it "thinks" the admin user is logged in, yet the browser still wants you to log in.

This particular XP box is a fresh install with all updates, and is running the latest iteration of ZonaAlarm Security Suite as well. Nothing special software wise since it's a business use machine.

Sofaware Support: Please check in to this and let us know what's going on here!

BTW - v7.5.48x on the Z100G (just received it several days ago).

I experienced the same thing Friday from my daughter's machine which has IE7 and XP. I came to my computer that has Firefox and XP and logged in successfully.

I assumed it was a cache issue and left it at that. Sounds like their is an issue with IE7 and the Z100G server.

I have IE7 and do ot have any problems with this. On the other hand, I do not use IE7's password caching feature so I have probably avoided the problem.

I'm guessing by going to another computer on the LAN it would be fine, since it appears a reboot and subsequent non-admin XP login on the same computer clears up the issue. A simple logoff/logon (in XP) however does not work, so something is being set that requires a complete XP reboot to clear up.

This Dell box is a clean XP Home (unfortunately!) installation with all OS updates and IE7 updates. The latest Firefox is also installed which exhibits the exact same issue stated previously. So the problem is not limited to IE7.

As far as password caching: it's an evil that never see's the light of day on any machine I set up. In fact, as mentioned previously, I have tried using the IE7 "Delete All" on a number of occasions to no avail, which should, theoretically, clear everything anyways. Additionally, it's not stating that an incorrect password was entered. In fact, from the Z100G logs, it looks like the Z100G "thinks" you logged in successfully (see my previous post). Unfortunately, the browser (both IE7 and Firefox) redisplays the Z100G login page (with no menu available down the leftside...except the Sofaware logo/link towards the bottom). I've tried using the verbose URL and the default gateway IP to access the Z100G, but that makes no difference to this issue.

Is it possible there's something in ZA Security Suite (again, latest and greatest version) hanging things up in the background?

Whats disturbing here is that the Z100G "thinks" you're logged in, which you may in fact be, yet you cannot access anything.

With todays testing, my guess is one of the following three (not exactly dwindled down, except it doesn't appear to be browser specific):
1.) Z100G firmware issue
2.) XP Home OS issue
3.) ZA Security Suite issue

Again...same problem using two different browsers, only thing that clears the problem is a XP reboot (not logoff/logon).

Still looking for answers.

Your responses TR & KBR are greatly appreciated! Thank you.

mackinac

This message has been edited. Last edited by: mackinac,

Can you try to capture (sniff) the HTTP traffic to the gateway while this problem is happening ?

This could help diagnosing what went wrong.

You can send this file to SofaWare support and we will attempt to help you further.

Would the following syntax on the Z100G built in sniffer work OK for this purpose:

"SRC my.pc.ip.here and port 80" (without quotes)

and using the "LAN" interface?

Alternatively, I can install ethereal.


mackinac

Actually, here's the problem with using the built in sniffer for this issue:

First of all, it's an intermittent problem. It doesn't occur after I do get logged in (after a reboot of the PC lets say). If I then log in to the Z100G, set up the sniffer and logout of the Z100G, the next logins are just fine. It seems to happen a long time (hours) after being able to log in successfully. After that period of time, the sniffer seems to have reached its maximum size and exited. Or perhaps the sniffer, after logging out, is turned off/closed immediately anyways, so it's usefulness for this issue would be zero.

Hi

We would recommend using Ethereal / Wireshark, to capture the traffic - capturing on the device itself is naturally not an option when login doesn't work properly.

The SofaWare Team