Question

Topic: E-Marketing

Changing A User's Password?

Posted by Anonymous on 3/8/2006 at 3:56 AM ET 200 Points
I purchased a learning management software for my online classes and didn't realize it was full of glitches. Not all of them have been resolved satisfactorily by the software co.

I just found out while checking the roster, that a user was able to download her continuing education certificate even when the exam score was below the passing grade. According to the software people, the only way to test the system is to go in to the user's account and change the password so they can recreate what happened.

I have emailed the user twice asking for permssion to change her password, and requesting to find out exactly what she did during the course so we can troubleshoot, but no reply.

What do you think is the best way to handle this?
Is it ok to go into someone's account and change their password without permission? Should I cancel her account and let her know it is not her fault but we need to protect the integrity of the exams?

The main things is I cannot let anybody take the courses until this is resolved. I have 5 courses and over 100 took the courses last week, and I'm not through checking everyone's exams!

But the problem cannot be fixed if the tech support cannot access the accounts.

THanks for any advice.

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RESPONSES

  • Posted on 3/8/2006 at 5:26 AM Accepted
    Hi,
    I think the best thing to do is cancel all pending courses and cancel all accounts.
    Then recreate all accounts and get the glitch fixed. Or better, get the glitch fixed and then recreate all accounts.
    In other words start all over.
    It will be costly and time consuming but in the long run it will get you better results.

    In some cases the IT people have the right to go in the accounts and recreate settings like passwords themselves even if the user doesn't agree, like when there is a case of fraud, like I think you have here.
    However I would seek legal advice in order not to shoot yourself in the foot.

    From the other hand is it also possible to cancel individual accounts due to "technical problems"...

    Also if the software provider cannot get the glitches fixed, I would sue them for the loss they cause you and get them to pick up the bill for whatever action you need to take.

    Hope this helps,
    W
  • Posted by michael on 3/8/2006 at 8:19 AM Accepted
    In general, if it is on your server, you can make changes as needed. You are not changing passwords, but simply making a change to the system which will require a new password. Make all passwords ineffective as of today. Fix the problem and then open the system again.

    Take a look at the terms of agreement each person signed. If it does not address this issue, rewrite it.

    Michael
  • Posted by ROIHUNTER on 3/8/2006 at 8:50 AM Accepted
    mobern,

    The integrity of your system outweighs the current base. If you can make the system force them to contact you by resetting passwords this might give you the opportunity to ask if their account can be used for testing purposes. Since many packages have unassisted resetting capabilities, this feature may need to be disabled.

    Hope that helps

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