- Case Number: a20110803.1
- Status: closed
- Claimants: Sven Z
- Respondents: CAcert
Initial Case Manager: UlrichSchroeter
Case Manager: UlrichSchroeter
Arbitrator: BernhardFröhlich
- Date of arbitration start: 2011-08-10
- Date of ruling: 2011-10-17
- Case closed: 2011-11-05
- Complaint: Account Recovery
- Relief: TBD
Before: Arbitrator BernhardFröhlich (A), Respondent: CAcert (R), Claimant: Sven Z (C), Case: a20110803.1
History Log
- 2011-08-03 (issue.c.o) case [s20110803.99]
- 2011-08-04 (iCM): added to wiki, request for CM / A
2011-08-10 (A): I take this case as Arbitrator, UlrichSchroeter will be Case Manager.
- 2011-08-10 (A): Request to support: This seems to be a standard password recovery, why has an Arbitration been initiated?
- 2011-08-11 Uli as a witness provides some more information. There seems to be a problem to find the account in the Support Admin Console which hint at an inconsistency in the database.
- 2011-08-11 (A): Sent initial mail to Claimant, asking for some more information.
2011-08-25 UlrichSchroeter points out that Bug#975 might be the cause for the problems.
- 2011-08-25 (A): Sent a mail to support asking for some additional info on the C's account.
- 2011-08-26 Support replies that there are no flags set which would prevent the login of C.
- 2011-09-14 (A): Sent mail to C, asking him to do a standard password recovery.
- 2011-09-30 (A): Resent mail, setting deadline of 2011-10-14 for answer, otherwise the case will be closed.
Original Dispute, Discovery (Private Part)
Link to Arbitration case a20110803.1 (Private Part)
EOT Private Part
Discovery
The Claimant's account is affected by Bug#975, so it cannot be found in the SE console in the usual way.
- There is a workaround available (searching with wildcards) and C's account can be found by a SE using it.
- There are no hints that specific settings or inconsistencies in the database prevent login to C's account.
Ruling
Though the Claimant's account is affected by a bug in the SE console there are no hints that a login would be prevented if the password of the account is known.
Therefore I can only propose the Claimant to go through one of the standard password recovery procedures.
Munich, 2011-10-17
Execution
- 2011-10-17 (A): Sent notificatio of ruling to C
- 2011-10-17 (A): The case will be closed if no protest is received till 2011-10-24
- 2011-11-05 (A): The case is closed now.
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