Forums >> Community >> Newbies >> Password request not working

clgverde

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Joined: Fri, Feb 5, 2016
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Wasn't sure where to post this - I tried doing the contact button and it didn't seem to send.

Here is my problem. I was trying to sign up a couple people at my office or Revit city. The signup was never sending any of them an email. I checked for cookies, checked spam folders, etc. Then I change my email for my account to associate it with a different email and it stopped working. I ended up having three different emails, different domains, (one school, one work, one personl (Gmail)). I tried doing a password request on all three of them and still no emails. I tried this from different internet connections, etc. The only way I was able to get on here was it let me create an account with my wife's email! Not sure what to do, as I would really like to have access with some of these accounts.

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WWHub

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Joined: Tue, May 16, 2006
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We have the answer to this posted in the FAQ (Frequently Asked Questions) but just like the help, users don't seem to read it so I'll post it here as well:

Thank you for contacting the RevitCity team,When you join, or request a new password our automated system goes to work, sending you a new randomly generated password within 5 minutes of your request. Some mail servers process email "slowly" and you may not receive your email for up to 10 minutes from when you requested it. If however, after this initial 10 minutes you have not received your email, then something out there ate your email. It is possible your spam filter grabbed our email, or worse, your mail server rejected our email thinking it was spam.You should first check your spam folders for our email, make sure mail coming from RevitCity.com is "whitelisted" in your spam filters, and if you still can't find it, contact your system administrator.

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clgverde

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I apologize if I didn't sound like I did my due diligence in my OP, but I have.

I've read that FAQ, multiple times (in fact if you are doing a password request it is very hard to miss), and yes I went through each of those steps multiple times, across different IP's, with different emails, some outside our place of work. But apparently it is still my problem. If you're just throwing the book at me I'll go somewhere else for help.

Thanks

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WWHub

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Joined: Tue, May 16, 2006
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Sorry but the problem is on your end.   We see this problem a lot and other users are able to figure out what the problem is on their end after we send them this information.   We can not help you with your system settings and your provider - just too many variables.

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clgverde

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I've got our IT group looking at it. Just for my info though, you let any and all email addresses (whether it is "gmail" or "me@companyname.com") register with Revit City, correct? We'll get it figured out. Thank you for replying.

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WWHub

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Joined: Tue, May 16, 2006
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Email addresses are not filtered.

There are some IP's that are blocked because of on-going problems but since you can post, that is not an issue.

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clgverde

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Okay, our I.T. group looked into it, and since we are on Microsoft 365 subscription for our email services, two of the monitoring companys they use, Barracuda and Protected Sky, have Revit City black listed. I asked if there is something we can do, and they told us that we, as 365 subscribers aren't in control of that, and that that would need to be resolved between RevityCity and Microsoft's protection services.

Anyways, sounds like a rabbit hole I don't have time to pursue, so I will just create a yahoo account or gmail account and sign up that way so I can get off my wife's account lol.

Thanks,

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WWHub

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Joined: Tue, May 16, 2006
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Thanks for reposting what your problem is.   I have never heard a complaint about this Microsoft block so I have sent it on to the site owners.   Perhaps they can resolve that issue.

Several years ago, we had a security problem which was cleared up then but we have not had any problems in several years.   Perhaps this block is a carry-over from that very old problem.

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sdpercey

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This is a problem we have been having in our office for as well. The only solution I have found it to have the users set up their account using personal emails. This informaiton on Microsoft 365 subscription is interrsting, we are also on Microsoft 365 subscription.

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