Sign-in and email problems

This page covers the steps that get you into Guardioz and back in: the confirmation email, a refused sign-in, sign-in with Google or GitHub, the password reset, and the messages Guardioz shows while you work. Each entry names what you see, why it happens, what to look at, and what to do.

You register and sign in at https://app.guardioz.com/. Guardioz ignores upper and lower case in email addresses: Anna@Example.com and anna@example.com are the same account.

No confirmation email arrives

What you see: the page Check your inbox asks you to look for an email from Guardioz, and no email arrives.

Why it happens: three causes are common. The message is in the spam folder. The address has a typo. Or the address already has an account. In that case Guardioz sends the owner of the address a different email, with the subject You already have an account - Guardioz. You see the same page, because the page must not reveal who has an account here.

Check: look in the spam folder for an email from Guardioz. Look for both subjects: Confirm your email - Guardioz and You already have an account - Guardioz.

Fix:

• With the email You already have an account - Guardioz: sign in with the password of that account, or reset it. The password you typed at registration was not saved, and nothing in the existing account changed.
• With no email at all: sign in with the address and the password you chose. As long as the address is unconfirmed, a sign-in with the right password sends a new link. Guardioz sends at most one confirmation email per account every three minutes, so wait three minutes between attempts. During a pause after 5 incorrect passwords in a row, the sign-in answers Incorrect email or password and sends no link: wait for the pause to end, or reset the password, which also confirms the address.
• With a typo in the address: register again with the correct address.

After the fix: the email Confirm your email - Guardioz arrives. Its link is valid for 48 hours.

The sign-in is refused and asks you to confirm your address

What you see: a green box on the sign-in page. It begins with Confirm your email address to sign in., names your address, and asks you to open the confirmation link.

Why it happens: the password was right, and the address is not confirmed yet. Guardioz starts no session for an account whose address is unconfirmed. The same sign-in sends a new confirmation link, unless one was sent in the last three minutes.

Check: your mailbox, including the spam folder, for the newest email Confirm your email - Guardioz.

Fix: open the newest email, click Confirm Email, and then click Confirm email address on the page that opens. Then sign in again. The whole path is in Create an account and sign in.

After the fix: Guardioz shows Email confirmed, and the sign-in opens the Findings page. An account with no server yet opens the page Select the platform you want to monitor instead.

The confirmation link opened a page, and the address is still not confirmed

What you see: the page Confirm your email address with a button, and a sign-in that still asks you to confirm the address.

Why it happens: opening the link does not confirm the address. The confirmation takes a deliberate click, because mail scanners open links in incoming mail on their own.

Check: the page that the link opens names the address and carries the button Confirm email address.

Fix: click Confirm email address. Guardioz answers Email confirmed. Confirming does not sign you in, so click Sign in and sign in with your address and password.

After the fix: the sign-in opens the Findings page. An account with no server yet opens the page Select the platform you want to monitor instead.

The confirmation page reports Invalid or expired confirmation link.

What you see: the page Confirmation failed with one of these two messages:

Invalid or expired confirmation link.

Could not confirm this email address.

Why it happens: the first message means that the link is older than 48 hours, or that it is not complete. A link is incomplete when it was copied without its last characters. The second message means that no account matches the link any more.

Check: open the newest email and click the link in it. When you copy the link instead, copy it to its last character.

Fix: for an expired or broken link, sign in with your address and password to get a new one. For the second message, register again at https://app.guardioz.com/.

After the fix: the page shows Email confirmed.

Incorrect email or password although the password is right

What you see: a red box on the sign-in page:

Incorrect email or password
After 5 incorrect passwords in a row, sign-in with a password pauses for up to 15 minutes. You can reset your password at any time.

The second line appears with every refused password sign-in, whether or not the pause applies to your account.

Why it happens: Guardioz gives this answer to every password sign-in that it refuses, except the right password on an address that is not confirmed yet, so that the page does not reveal which addresses have an account. Five causes give this message:

• The address has no account.
• The password does not match.
• The account was created with Google or GitHub and has no password yet.
• The account is disabled.
• The account is in a pause after 5 incorrect passwords in a row. The pause lasts 30 seconds, doubles with each further incorrect password, and lasts at most 15 minutes. During the pause even the right password gets this message.

Check: when you signed in before in this browser, the sign-in page shows a line that begins with Last time you signed in with and names the method you used.

Fix: check the address for a typo. When you created the account with a provider, use the Google or GitHub button instead. When you do not remember the password, or the account has none yet, use Forgot your password?. A reset also works for an account that was created with a provider, and it gives that account a password. When the pause applies, wait up to 15 minutes, or reset the password: a finished reset ends the pause at once. Sign-in with Google or GitHub does not pause. See Manage your account.

After the fix: the sign-in opens the Findings page.

This account is disabled. Contact us to have it reopened.

What you see: this message after a sign-in with Google or GitHub:

This account is disabled. Contact us to have it reopened.

A sign-in with an address and a password to the same account answers Incorrect email or password instead.

Why it happens: Guardioz has switched this account off. While it is off, no sign-in method works, and an install command created from this account cannot register a server.

Check: try the other sign-in method for the same address. A disabled account is refused on both.

Fix: write to contact@guardioz.com from the address of the account. See Get help.

Sign-in with Google or GitHub does not complete

What you see: a red box on the sign-in page with one of three messages, or a provider button that you cannot click. Each case has its own cause and its own fix. While you are signed in, a provider button connects no provider: it only takes you back into Guardioz. Sign out before you use one.

The sign-in did not come back from the provider

Signing in with your provider did not complete. Start again from this page.

Why it happens: the return from Google or GitHub did not finish, for example because the request was cancelled at the provider, or because the return page was reloaded.

Fix: click the Google or GitHub button again.

The provider reports no verified address

Your provider account has no confirmed email address. Confirm one with your provider, then try again.

Why it happens: Guardioz uses only an address that the provider has verified, and this provider account has none.

Fix: verify an address with your provider, and then sign in again.

The address already has an unconfirmed account here

An account with this email address already exists here and its address was never confirmed. Sign in with your password to get a new confirmation link, or reset the password, before connecting a provider.

Why it happens: an account with that address exists in Guardioz and was never confirmed, so Guardioz does not connect a provider to it.

Fix: sign in with your address and password to get a confirmation link, confirm the address, and then sign in with the provider. See Create an account and sign in.

A provider button you cannot click

Why it happens: the Google or GitHub button is faded and does not react to a click. It carries the tooltip Google login is not configured yet or GitHub login is not configured yet, which means that this provider is not available here.

Fix: sign in with your address and password instead.

No password reset email arrives

What you see: the page answers with a green box, and no email arrives:

If an account with that email exists, we sent a password reset link. Check your inbox.

Why it happens: Guardioz answers with this sentence in every case, so it never reveals which addresses have an account. It sends no email when the address has no account, when the account is disabled, or when a reset email for that account went out in the last three minutes. The message can also be in the spam folder.

Check: look in the spam folder for the subject Reset your password - Guardioz, and check the address for a typo.

Fix: wait three minutes and ask once more. When no email arrives for an address you are sure about, sign in with your password instead, or write to contact@guardioz.com.

After the fix: the email arrives, and its link is valid for 30 minutes.

Invalid or expired reset link. Please request a new one.

What you see: the form for the new password accepts your input, and then answers:

Invalid or expired reset link. Please request a new one.

Why it happens: a reset link is valid for 30 minutes. The form opens whether or not the link is still valid, so Guardioz reports an expired link only after you submit it.

Check: the time of the email Reset your password - Guardioz.

Fix: ask for a new link on the sign-in page with Forgot your password?, and use it within 30 minutes. See Manage your account.

After the fix: the page shows Your password has been reset successfully. A finished reset signs you out on every device, so sign in again with the new password.

A page answers Too many requests from this network address.

What you see: a page with this single line of text, and nothing else:

{"detail":"Too many requests from this network address. Wait a minute and try again."}

Why it happens: Guardioz limits how often the sign-in, registration and password forms are submitted. Each network address has its own counter, so an office or a VPN behind one address shares one counter. One more counter covers these forms from every address together: during a burst of sign-ins from many addresses, your form can be refused even when you submitted it once, and the message still names your network address. Opening a page does not count.

Check: whether other people work from the same network address, and whether the form was submitted several times in a row.

Fix: go back in the browser, wait a minute, and submit once.

After the fix: the form answers normally again.

Guardioz signs you out while you work

What you see: Guardioz opens the sign-in page by itself. Or a bar appears at the top of the page, with the text Your session expires soon. and a button Extend.

Why it happens: Guardioz signs you out after a period without activity, and a session also has a maximum lifetime. A password change or a password reset signs out every other session as well, and a session can be ended from Account Settings on another device.

Check: the Active Sessions section of Account Settings lists every active session, one row each, with the time of its last activity.

Fix: click Extend when the bar appears. After a sign-out, sign in again. The page you were working on is not restored, so open it again from the navigation. See Manage your account.

A form was not saved and asks you to fill it in again

What you see: after you confirm your identity, Account Settings opens with this message:

This action needed you to confirm your identity first, so the form was not saved. Please fill it in again.

Why it happens: setting or changing the password, disconnecting Google or GitHub, and deleting the account each need a recent sign-in in this browser. When your sign-in is older, Guardioz asks for your password first, or for a confirmation with Google or GitHub when the account has no password, and the form you submitted is not kept during that detour.

Check: nothing to check. The action did not happen, and nothing was changed.

Fix: fill in the form again and submit it. For a short time after you confirm, the same action goes through without another question.

Every page opens One last step and asks for an organization name

What you see: every page that needs a signed-in account shows the page One last step with the field Organization name. Logout in the top navigation still works.

Why it happens: an account created with Google or GitHub has no organization yet, and Guardioz asks for its name before anything else.

Check: the page shows the heading One last step and the text Tell us about your organization to get started.

Fix: enter a name and click Continue. Guardioz creates a new organization with that name and opens the page for adding your first server.

A page answers CSRF validation failed

What you see: a bare line of text:

CSRF validation failed

Why it happens: every form that you submit while signed in carries a hidden token that must match the session of the browser that submits it. This protection is called CSRF, cross-site request forgery. A page that was open while the session changed, for example because you signed out and in again in another tab, submits a token that no longer matches. The sign-in, registration and password-reset forms carry no token. They answer CSRF validation failed when the browser reports that the form was sent from another site.

Check: nothing to check. The form was not saved.

Fix: open the page again from the navigation, fill in the form, and submit it. Do not use the reload button of the browser on the page that showed the message: a reload sends the same form again and gives the same answer.

If none of this matches

• The installation stopped, or the setup page never reported success: Installation problems.
• A registered server sends no data: Agent and data problems.
• Nothing here matches: write to contact@guardioz.com. For what to send, see Get help.

Next steps

Create an account and sign inRegister, confirm your address, and sign in with a password or a provider.

Manage your accountReset or change your password, and end sessions on other devices.

Get helpWhat to send us so that we do not have to ask for more details.