• You Get "Wrong Password" Message
• If You're Using LDAP
• You're Redirected to the Login Page After Login Attempt. No Messages Are Shown
• Client Users Cannot Login
• Blank Page is Displayed After Login
• You're Using KMP v5.4 or Later
• You're Using KMP v5.3.1 or an Earlier Version
• Able to Login, but got Redirected to the Front-end Afterwards

You Get "Wrong Password" Message

Please check your input. It is possible that Caps Lock is turned on and you're typing your password in wrong letter case.

It that won't help, try to reset your password (unless your user account has been imported from LDAP/Active Directory - in this case you should check your password on the Directory site or check the following step).

If You're Using LDAP

If you're using LDAP integration and cannot login with the correct password, it probably means that your user account haven't been imported from LDAP. This could happen for a number of reasons, so you should contact the knowledge base administrator so they would check the LDAP Troubleshooting steps or go through LDAP integration setup step-by-step once again.

You're Redirected to the Login Page After Login Attempt. No Messages Are Shown

This may be caused by incorrect session setup in PHP, session folder apermissions, or an old version of PCRE library shipped with PHP. This article explains how to solve that.

Client Users Cannot Login

Client user would not be able to login if login option in the front-end is disabled.

Blank Page is Displayed After Login

You're Using KMP v5.4 or Later

This issue must be troubleshooted first to say what causes it. Please enable the error log and try to login to the knowledge base once again. The error log file will suggest the solution. Feel free to send the log to us for investigation if you're not sure what the error message means (they could be pretty vague sometimes).

You're Using KMP v5.3.1 or an Earlier Version

If JavaScript is disabled in your browser, you would not be able to work with the back-end, also front-end functionality will be limited. This usually happens with Internet Explorer browser due to its kind of paranoid security settings. Starting from KMP v5.4 we display a message that suggests you to enable JavaScript, but in v5.3.1 and preceding you would see a white screen in that case. Read how to enable JavaScript in Internet Explorer.

Able to Login, but got Redirected to the Front-end Afterwards

If you tried to login to the admin area and have been logged in, but redirected to the front-end page afterwards, it means that you lack permissions to access the admin area. It may happen of your user account is a Client account type (read-only user) or it is a Staff account, but knowledge base administrator has removed your permission to access the admin area. If you're sure that you should have the right to access the admin area, please contact your knowledge base administrator.

If these requirements are satisfied, but a Client user still cannot login and it gives "wrong login or password" message, please check if front-end login is allowed at Customization > Styling and Front-end Settings page:

The "Disable Front-end Login" option must be inactivated as shown on the screenshot. Otherwise Client users won't be able to login to the system.

If JavaScript is disabled in your browser, you would not be able to work with the back-end, also front-end functionality will be limited.

Starting from v5.4.0 you get a message that suggests you to enable JavaScript.

In earlier versions, you may experience the following symptoms:

• blank page is shown upon login to the back-end
• category tree, and all menus/buttons do not work in the front-end

How to enable/allow JavaScript in your browser

• Internet Explorer 7/8

Internet Explorer 7/8

Internet Explorer may have restrictions on usage of JavaScript in highly secure environments. JavaScript is required for KMP to run successfully, so if you get blank page after login to KMP in Internet Explorer, you need to check the security settings and allow usage of JavaScript for KMP website.

1. Go to Tools > Internet Options > Security
   
   
2. Select "Trusted Sites"
   
   
3. Click "Sites" below.
4. Click "Add" to add KMP website to the trusted sites list.
   
   

A: You can use "lost password" feature to generate a new password.

It will ask you for your login name and sends a link to your email address that allows you to generate a new password.

What if "lost password" feature doesn't work for you for some reason?

If this feature doesn't work for you for some reason, for example if SMTP is not configured in your KMP installation, or you do not remember your login, you can change your password right in the database.

Database contains MD5 hash of your password, so to change it you need to do the following:

1. Open KMP database using a database management software like phpMyAdmin or HeidiSQL, for example.
2. Open the "users" table.
3. Find the entry for your user.
4. Use some MD5 hash generator, for example this one:
   http://www.adamek.biz/md5-generator.php
   and generate MD5 hash for your new password, for example "admin123".
5. Copy-paste generated hash to the "passw" column of your user entry in the DB.
6. You can also find your username at "login" column of your user entry.
7. Now you can login using your username and new password.

PHP saves session information in a certain folder specified by session.save_path directive in the php.ini

1. Open your php.ini configuration file and find the following option
   
   session.save_path = "C:\PHP\session"
2. It must not be commented (must not have a trailing ";" symbol) and it must point to an existing folder. If this folder does not exist, you can create one or change the session.save_path value, so that would point to an existing folder.
3. PHP must have enough permissions to write to this folder.
   
4. Save the php.ini and restart the web server.