FVS318N Login Redirects every time to Change Password page

[estander]

Every time I try to access the web logon page for the 'Customer Support' portal, it redirects me the 'Change Password' page.

Tried the following, but it did not resolve issue:

 - Reboot router

 - Updated firmware to 4.3.4-2

I can access the SSL-VPN (Config Admin) portal.

No changes were made and VPN router, which has been working for more than a year.

Any recommendation as to why this happened and how to fix it?

[ChenX]

Hi estander

Welcome to the community!

1.Do you mean the  Portal URL (IPv4) on (VPN-SSL VPN-Portal Layouts) page,like this https://10.40.3.117/portal/CustomerSupport?Then you login with the user in the domain,it redirects me the 'Change Password' page?

2.Can you show me your config and some error capure pictures?

Regards

[estander]

Hello ChenX, 

Thank you for the quick reponse.

Yes, I am trying to access the CustomerSupport Portal (https://ipv4/portal/CSup)

This is the logon screen to that portal

Once I enter my correct user name and password and select 'Login', it just keeps redirecting me to the 'Change Password' page as seen here:

Here I can change my password and the cycle continues

( i.e. after sucessfully changing the password, I get redirected back to the logon page, which is normal. Then I try to logon with the new password and get redirected to Change Password page and so it repeats.)

Sorry I do no thave a copy for the config with me at the momnet. It is saved onsite and I am remote at the moment. 

The above issue is seen when onsite and remote.

Any recommendation?

Kind Regards

Ettienne

[DaneA]

@estander,

Have you tried to reboot the FVS318N and check if the changes have been applied?

What is the current firmware of the FVS318N? 

Regards,

DaneA

NETGEAR Community Team

[estander]

Hello DaneA

Indicated in first post , which you might have missed:

"Tried the following, but it did not resolve issue:

 - Reboot router

 - Updated firmware to 4.3.4-2

 Any recommendation as to why this happened and how to fix it?"

[ChenX]

Hi estander

Welcome to the community!

1.Can you try to add another CustomerSupport Portal and user to see if have the issue?

Regards

[estander]

Hello ChenX,
At the moment I need to understand why this happened and how to fix.
Adding a new portal and user, will not resolve nor answer the question.
If there is no answer, then the conclusion is that this product is defective. I can not justify to let this happen again and cause outages.

If anyone has any idea as to why this happened and how to fix, please let me know, else how do I replace the product under warranty.
As there is no configuration option that any user can make to cause this issue, it can only point to a defective product.

Thank you for the help

Kind Regards
Ettienne

[DaneA]

@estander,

The suggestion of @ChenX is a way to isolate the problem.  Since you mentioned that the FVS318N is under warranty, I suggest you to open an online case or chat case with NETGEAR Support at anytime.  Kindly state your concern for further assistance.  If ever the FVS318N has been declared faulty, an online replacement will follow.  Be reminded that NETGEAR Support might require you to submit a .pdf or .doc copy of the Proof of Purchase or Sales Invoice of the FVS318N for warranty verification.  

Regards,

DaneA

NETGEAR Community Team

[DaneA]

@estander,

I just want to follow-up.  Were you able to open an online case with NETGEAR Support?  If yes, let us know about the progress of it.

Regards,

DaneA

NETGEAR Community Team

[estander]

Hi, 

I reset the device back to factory default and reconfigred the portal.

Portal is working again.

Kind Regards

Ettienne

[DaneA]

@estander,

Thanks for the update.  I'm glad the portal is working again. 🙂  It seemed that doing a factory reset has resolved it.  

Since your concern has been resolved, I encourage you to mark the appropriate reply as the “Accepted Solution” so others can be confident in benefiting from the solution. The NETGEAR Community looks forward to hearing from you and being a helpful resource in the future!

Regards,

DaneA

NETGEAR Community Team

[DaneA]

@estander,

Since doing a factory reset has resolved it, I encourage you to mark the appropriate reply as the “Accepted Solution” so others can be confident in benefiting from the solution.

The NETGEAR Community looks forward to hearing from you and being a helpful resource in the future!

Regards,

DaneA

NETGEAR Community Team