can't sign in with windows client

Bug #998527 reported by Stranimaier Alfred on 2012-05-12
86
This bug affects 20 people
Affects Status Importance Assigned to Milestone
Ubuntu One Client
Undecided
Ubuntu One Client Engineering team

Bug Description

to sign in without existing account I get a message on the screen: There was a problem getting captcha, reloading...
to sign in with existing account, then I get "Authentication failed"
When I close the window, I get the message: Runtime Error 'underlaying c/c++ object has been deleted'

Windows 7 Premium Home Service Pack 1

2012-05-12 21:04:18,318:318.000078201 - ubuntu_sso.credentials - INFO - _login_or_register: login_only=True email=None.
2012-05-12 21:04:18,322:322.000026703 - ubuntu_sso.credentials - INFO - find_credentials: self.app_name u'Ubuntu One', result is {}? True
2012-05-12 21:04:18,322:322.999954224 - ubuntu_sso.utils - INFO - get_bin_dir: returning dir located at 'C:\\Program Files (x86)\\ubuntuone\\dist'.
2012-05-12 21:04:35,012:12.0000839233 - ubuntu_sso.utils.webclient.qtnetwork - ERROR - SSL errors found; url: https://login.ubuntu.com/api/1.0/authentications
========Error=============
The issuer certificate of a locally looked up certificate could not be found (11)
--------Cert Details------
Organization: ValiCert, Inc.
Common Name: http://www.valicert.com/
Locality Name: ValiCert Validation Network
Unit: ValiCert Class 2 Policy Validation Authority
Country:
State or Province:
==========================
========Error=============
The root CA certificate is not trusted for this purpose (17)
--------Cert Details------
Organization: ValiCert, Inc.
Common Name: http://www.valicert.com/
Locality Name: ValiCert Validation Network
Unit: ValiCert Class 2 Policy Validation Authority
Country:
State or Province:
==========================

2012-05-12 21:04:35,013:13.9999389648 - ubuntu_sso.account - ERROR - login failed with:
Traceback (most recent call last):
  File "ubuntu_sso\account.pyc", line 216, in login
WebClientError: (u'SSL handshake failed', u'')
2012-05-12 21:04:35,019:19.9999809265 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393C698>.
2012-05-12 21:04:35,036:36.0000133514 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393CFD0>.
2012-05-12 21:04:35,043:43.9999103546 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393CC88>.
2012-05-12 21:04:35,051:51.0001182556 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393C238>.
2012-05-12 21:04:35,058:58.000087738 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393CC10>.
2012-05-12 21:04:35,065:65.9999847412 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393C2D8>.
2012-05-12 21:04:35,069:69.9999332428 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393CBC0>.
2012-05-12 21:04:35,075:75.0000476837 - ubuntu_sso.utils.ipc - INFO - Emitting remote signal for LoginError with callback <function on_login_error at 0x03E72E70>.
2012-05-12 21:04:49,131:131.999969482 - ubuntu_sso.credentials - INFO - _show_ui: received from the ui return code 10.
2012-05-12 21:04:49,132:132.999897003 - ubuntu_sso.credentials - ERROR - login (app_name: Ubuntu One): Problem while performing login.
Traceback (most recent call last):
  File "ubuntu_sso\credentials.pyc", line 98, in inner
  File "twisted\internet\defer.pyc", line 1037, in _inlineCallbacks
  File "twisted\python\failure.pyc", line 382, in throwExceptionIntoGenerator
  File "ubuntu_sso\credentials.pyc", line 241, in _login_or_register
  File "twisted\internet\defer.pyc", line 1039, in _inlineCallbacks
  File "ubuntu_sso\credentials.pyc", line 186, in _show_ui
UserCancellationError
2012-05-12 21:04:49,132:132.999897003 - ubuntu_sso.main - INFO - 'CredentialsManagement': emitting 'AuthorizationDenied' with args (u'Ubuntu One',) and kwargs {}
2012-05-12 21:04:49,134:134.000062943 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x0393CCD8>.
2012-05-12 21:04:49,134:134.999990463 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x038BB328>.
2012-05-12 21:04:49,134:134.999990463 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x038BB8C8>.
2012-05-12 21:04:49,134:134.999990463 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x038BBAA8>.
2012-05-12 21:04:49,134:134.999990463 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x038BB990>.
2012-05-12 21:04:49,134:134.999990463 - ubuntu_sso.utils.ipc - WARNING - emit_signal: Unregistering dead client <twisted.spread.pb.RemoteReference instance at 0x038BB788>.
2012-05-12 21:04:49,134:134.999990463 - ubuntu_sso.utils.ipc - INFO - Emitting remote signal for AuthorizationDenied with callback <ubuntuone.platform.credentials.windows.RemovableSignal object at 0x05FA1170>.
==============================
2012-05-12 21:04:19,279:279.000043869 - ubuntu_sso.sso_wizard_page - INFO - Starting setup_page for: <ubuntu_sso.qt.current_user_sign_in_page.CurrentUserSignInPage object at 0x03E4A4F8>
2012-05-12 21:04:19,282:282.00006485 - ubuntu_sso.sso_wizard_page - INFO - Starting setup_page for: <ubuntu_sso.qt.email_verification_page.EmailVerificationPage object at 0x03E4AA08>
2012-05-12 21:04:19,283:283.999919891 - ubuntu_sso.sso_wizard_page - INFO - Starting setup_page for: <ubuntu_sso.qt.success_page.SuccessPage object at 0x03E4ADF8>
2012-05-12 21:04:19,286:286.000013351 - ubuntu_sso.sso_wizard_page - INFO - Starting setup_page for: <ubuntu_sso.qt.error_page.ErrorPage object at 0x03E740C0>
2012-05-12 21:04:19,288:288.000106812 - ubuntu_sso.sso_wizard_page - INFO - Starting setup_page for: <ubuntu_sso.qt.forgotten_password_page.ForgottenPasswordPage object at 0x03E74300>
2012-05-12 21:04:19,290:290.999889374 - ubuntu_sso.sso_wizard_page - INFO - Starting setup_page for: <ubuntu_sso.qt.reset_password_page.ResetPasswordPage object at 0x03E746F0>
2012-05-12 21:04:19,372:372.99990654 - ubuntu_sso.sso_wizard_page - INFO - <ubuntu_sso.qt.current_user_sign_in_page.CurrentUserSignInPage object at 0x03E4A4F8> - setup_page ends, backend is <ubuntu_sso.main.windows.SSOLoginClient object at 0x03FC0E70>.
2012-05-12 21:04:19,384:384.000062943 - ubuntu_sso.sso_wizard_page - INFO - <ubuntu_sso.qt.email_verification_page.EmailVerificationPage object at 0x03E4AA08> - setup_page ends, backend is <ubuntu_sso.main.windows.SSOLoginClient object at 0x03FC0AD0>.
2012-05-12 21:04:19,384:384.999990463 - ubuntu_sso.sso_wizard_page - INFO - <ubuntu_sso.qt.success_page.SuccessPage object at 0x03E4ADF8> - setup_page ends, backend is <ubuntu_sso.main.windows.SSOLoginClient object at 0x03E6FCF0>.
2012-05-12 21:04:19,395:395.999908447 - ubuntu_sso.sso_wizard_page - INFO - <ubuntu_sso.qt.error_page.ErrorPage object at 0x03E740C0> - setup_page ends, backend is <ubuntu_sso.main.windows.SSOLoginClient object at 0x03E6FF70>.
2012-05-12 21:04:19,397:397.000074387 - ubuntu_sso.sso_wizard_page - INFO - <ubuntu_sso.qt.forgotten_password_page.ForgottenPasswordPage object at 0x03E74300> - setup_page ends, backend is <ubuntu_sso.main.windows.SSOLoginClient object at 0x03E6FAB0>.
2012-05-12 21:04:19,401:401.000022888 - ubuntu_sso.sso_wizard_page - INFO - <ubuntu_sso.qt.reset_password_page.ResetPasswordPage object at 0x03E746F0> - setup_page ends, backend is <ubuntu_sso.main.windows.SSOLoginClient object at 0x03E798F0>.
2012-05-12 21:04:34,739:739.000082016 - ubuntu_sso.current_user_sign_in_page - INFO - CurrentUserSignInPage.login for: <email address hidden>
2012-05-12 21:04:35,075:75.0000476837 - ubuntu_sso.current_user_sign_in_page - ERROR - Got error when login Ubuntu One, error: {'errtype': 'AuthenticationError', 'message': 'The authentication failed.'}
2012-05-12 21:04:35,075:75.0000476837 - ubuntu_sso.qt - INFO - build_general_error_message: returning 'The authentication failed.'.
2012-05-12 21:04:35,075:75.0000476837 - ubuntu_sso.sso_wizard_page - ERROR - 'CurrentUserSignInPage': emitting 'show_error' with args ('The authentication failed.',) and kwargs {}

Roberto Alsina (ralsina) wrote :

Thanks for taking the time to report this and helping us improve Ubuntu One!

We have had some similar reports, and we don't have a definitive cause figured out yet. Could you please let me know if:

1) You are in Turkey?
2) You are using OpenDNS or some other similar service?

And yes, I know those are unusual questions :-)

Thanks in advance!

Antonio Froio (telespalla--bob) wrote :

Hi, I'm also affected by this bug, and I can tell you that I'm not in Turkey and I'm not using OpenDNS-like services.
I have been able to use Ubuntu One Windows Client until some days ago; today I tried to manage my account information and got the error described above; moreover I tried installing the client on another Windows PC and was unable to log in.

Hope this helps,
Antonio

Hi, affected by this bug too.
I'm running a french Windows 7 pro 64 bits, virtualized on an Ubuntu 12.04 host with kvm/libvirt.
My host can connect Ubuntu-one without any problem.
Thanks,
Fred.

Antonio Froio (telespalla--bob) wrote :

Today everything seems to be ok

gluxon (gluxon) wrote :

This occurs to me on a clean install of Windows 7. I am in the United States, and use this machine with a dual boot Ubuntu. It's getting a bit annoying by now, as Ubuntu One for Windows does not work on any machine I install it on for this reason.

Daan W. (bubukind) wrote :

Happens to me running German Windows 7 64bit.

Rick McBride (rmcbride) wrote :

Seems wider in scope than the Turkish Locale issue, based on the number of people reporting affected.

Changed in ubuntuone-client:
assignee: nobody → Ubuntu One Desktop+ team (ubuntuone-desktop+)
status: New → Confirmed
Leo Arias (elopio) on 2012-06-20
tags: added: certificate dekstop+
jessesmith (jessefrgsmith) wrote :

I am also experiencing this bug, running Windows 7 (English version) from Canada. The DNS provider is my local ISP.

andre rocha (andrerocha-rj) wrote :

Something here,

Experiencing this bug, running Windows 7 (English version) from Canada. The DNS provider is my local ISP.

I do have it installed on my PC in my working office and it works.

Able to access it from HTTPS though.

Jane Atkinson (irihapeti) wrote :

Still having this problem with version 3.0.2 on Vista.

I was experiencing this bug, but I solved the issue by re-installing (see last paragraph). My system: Windows 7 Enterprise SP1 (64-bit, English); location Slovenia. Ubuntu One web site worked all along from any browser (IE, Firefox, Chrome, Opera) on the same machine. There was no mention of "Valicert" in my logs, but there were some SSL related errors in my logs, for example:

* sso-client.log:
2012-07-03 10:25:55,470:470.00002861 - ubuntu_sso.account - ERROR - login failed with:
Traceback (most recent call last):
  File "ubuntu_sso\account.pyc", line 216, in login
WebClientError: (u'SSL handshake failed', u'')
2012-07-03 10:25:55,474:474.999904633 - ubuntu_sso.utils.ipc - INFO - Emitting remote signal for LoginError with callback <function on_login_error at 0x03925930>.

* sso-client-gui.log:
2012-07-03 10:25:55,476:476.000070572 - ubuntu_sso.current_user_sign_in_page - ERROR - Got error when login Ubuntu One, error: {'errtype': 'AuthenticationError', 'message': 'The authentication failed.'}
2012-07-03 10:25:55,476:476.000070572 - ubuntu_sso.qt - INFO - build_general_error_message: returning 'The authentication failed.'.
2012-07-03 10:25:55,476:476.000070572 - ubuntu_sso.sso_wizard_page - ERROR - 'CurrentUserSignInPage': emitting 'show_error' with args ('The authentication failed.',) and kwargs {}

How I solved the issue for this computer: I uninstalled the client and re-installed it and now it works (no Windows reboot in between, I just run uninstall, killed ubuntu* processes then run installer again and then the wizard was able to log in). Perhaps it helped that I tried accessing the service with web "client" after desktop client failed (like suggested here: https://one.ubuntu.com/help/faq/why-am-i-getting-an-the-authentication-failed-error-on-windows/), but I can't see how opening a page in Internet Explorer would somehow "activate" certificate for a 3rd party application. I didn't import any additional certificates and Ubuntu One site seems to be using GoDaddy certificate, supported out-of-the-box by Windows & all browsers.

Leo Arias (elopio) on 2012-07-04
tags: added: u1-windows
Jan Pešek (8foisk6-jan) wrote :

Can also confirm this bug on Windows 7 Pro 64bit, Ubuntu One 3.0.2.

Czech republic, no OpenDNS.

Reinstalling didn't help, downgrading to 2.99.3 did.

aabhash (aabhashnepali) wrote :

I'm on Win7 Enterprise, 32bit and I faced the authentication error on ubuntuone 3.0.2
1. I reset the password (I assumed that my password was incorrect at first). and it didn't work.
2. As revealed in holzbrenner (rudolph-holzbrenner) post, and followed the link and opened https://one.ubuntu.com/ in IE and firefox.
After restart, it worked for me.
I'm posting it here thinking that it'll be of some help to others.
I'm one Win7/Ubuntu dual boot and no OpenDNS

Jane Atkinson (irihapeti) wrote :

I came across the link https://one.ubuntu.com/help/faq/why-am-i-getting-an-the-authentication-failed-error-on-windows/ , followed the instructions and now the Windows Ubuntu One client works for me. I don't have Chrome installed and almost never use Internet Explorer, which would explain why I'd had the problem for so long.

Maybe the fix needs to be publicised more, though I'm not sure how this could best be done.

gluxon (gluxon) wrote :

I can confirm that opening https://one.ubuntu.com in Internet Explorer fixed this.

linuxbastard (linuxbastard) wrote :

Hi,

Just wanted to confirm as well that logging into web dashboard using IE solves the issue.

Windows 7 ultimate 64, Philippines, using OpenDNS.

Levy (michel-levy) on 2012-09-29
description: updated
Levy (michel-levy) wrote :

On windows 7 starter, when I sign up ubunto one, my (correct) email is not recognized.
On the contray, it works on ubuntu 12.04 and windows vista.

Philippe GARON (garon-f) wrote :

Hi,

I can also confirm that logging into web dashboard solves the issue but the correct URL to get the single sign on page is :https://one.ubuntu.com/files

Windows 7 Professionnal 32 bits

Shouldn´t a bug like this one be marked high priority. Wanted to show Ubuntu One as one of the top features of Ubuntu as advertisment. Wasn´t the best advertisment for Ubuntu/Canonical.

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