Hi,
I can't login into shop part of website (to download new maintenance upgrade).
Even password change seems that it is not working.

Can you please check

And I have asked for help two or three times with no response.

I'm sorry for the problems.
We responded immediately after communication was established.
As I understand there was and probably still is an ongoing problem with session cookie. It happens in relatively rare cases. We've got a few reports so far, less than 5, all related to problems with a) logging to the shop and b) submitting contact us form with I'm a customer option turned on.
We did not reproduce the problem and root cause is still not clear, but we figured out that clearing cookies helps resolve the issue entirely.
I'd highly appreciate if someone who can reproduce the problem go ahead and help us tracking the problem down by providing browser logs and/or other details such as browser version, installed plugins, firewalls, if any, in use.

I finally got through by replying to the "thanks for your purchase" email. I had been trying to get through using the website, without success.

Once I got through, the response was very quick, and very helpful - in fact, I thought that I had already tried clearing the cookies, but when I did it "again", my issue was resolved.

I can't replicate the error now.

You ask for someone to help by
"b) submitting contact us form with I'm a customer option turned on."

I couldn't use that option, I had a password issue (the reason for my request for help), so my message was rejected, and I had to submit with "not a customer" - but I didn't get a reply to that either, so it appears that "not a customer" didn't work either.


I would also remind you of the other part of the issue - when I asked for help with a lost password, I was sent only the password reminder, and still had to guess at the password (which I couldn't get right) - if I had got the password right, I would have been able to change the password. The logic of "if you can't remember your password, we send you a link where you have to enter your password" didn't really help.

Plus, your support pages are still not secure:
http://www.nusphere.com/services/index.htm

However, once I managed to get through to someone, the support was, as always, perfect. Thank you for resolving my issue.

Keep up the good work.

This may have something to do with saved passwords. If you saved them for HTTP (instead of HTTPS) version of shop.nusphere.com, they might stop working after we added secure and httponly properties for session cookie. Also possible that Chrome changed something in their cookie handling code.



Yes we can send you a link to renew your password where you'll enter your new password. I'm not sure what else we can offer.

You said
>If you saved them for HTTP (instead of HTTPS) version of shop.nusphere.com, they might stop working

I was looking for a secure method of sending a message, but couldn't find one.

I can't reach a secure home page either.
http://www.nusphere.com/ works, but I can't find any secure version.

The shop is secure
https://shop.nusphere.com/
but the link to the Support tab on this page is not secure
<a href="http://www.nusphere.com/services/index.htm" title="Support">Support Services</a>


Your other point:
On the subject of "Forgot password?", you sent me a link to
https://shop.nusphere.com/customer/help.php?section=Password_Recovery_attempt&recovery_id=[id code removed]
The page asks for
1) Account Password Hint
2) Account Password Hint Answer
3) Choose a Password
4) Re-Enter Password

What should I be entering in 2) ? Surely, that is where I enter the "old" password - which I had forgotten.

Indeed some links were http instead of https, but they would be redirected to https anyway.
I fixed them yesterday. All links to shop I found are now https




huh.., next time I'd suggest to enter something else as a secure answer to a secure question. Like your first pet name or your elementary school name, something you'd never forget.