Cannot access web login

ashish · January 2, 2025, 11:19am

Hello

I have murena email that I have used for a few years already, mostly without a problem. Today I cannot log on to “murena.io” email using web interface today, I could do this a few hours ago. Perhaps this is a server error. I see the following message on the screen.

==================================

 Internal Server Error

The server was unable to complete your request.

If this happens again, please send the technical details below to the server administrator.

More details can be found in the server log.
Technical details

==================================

Please resolve this issue for me.

Regards,
Ashish

Manoj · January 2, 2025, 11:26am

Pl do not share your IP or personal details on the forum. Have removed the details from the initial post.

Checking on the error with the team.

Manoj · January 2, 2025, 11:36am

Pl can you recheck and let me know if it is working now.

ashish · January 2, 2025, 11:46am

No Manoj,

I see the following error code.

I had tried to disable 2FA option in settings, it did not work.

I was trying to add account to my new mobile phone, and that did not work either. I have created another thread separately for phone issue, perhaps both issues are related to (failed?) 2FA setting?

Please check.

Thanks again for your help.
Regards!

=============================================

Internal Server Error

The server was unable to complete your request.

If this happens again, please send the technical details below to the server administrator.

More details can be found in the server log.

Technical details

Remote Address: 103.xxx.xxx.106
Request ID: PqxSVOBpMXl6UbDfjyn1

Manoj · January 2, 2025, 12:30pm

Issue is connected to the 2FA reset . The team will send an email with an one time 2fa reset code to your recovery email

Please go to settings and disable 2FA one more time and let us know if it doesn’t work.

ashish · January 4, 2025, 9:03am

Hello Manoj

I misread your message. I cannot login on ecloud.global to reach Settings. I have access to my ashish@e.email mailbox using my mobile, and to recovery email.

Can your team share the one time 2FA reset code?

Thanks.

Manoj · January 4, 2025, 9:09am

Did you get the initial 2FA reset code email? The team sent one yesterday.

ashish · January 5, 2025, 8:43am

No. Sorry, was that on my alternative email?

Manoj · January 5, 2025, 9:11am

Your recovery mail that you used when creating the e,mail ID.

ashish · January 6, 2025, 2:05pm

Sorry, I cannot find any email. Just to confirm, is the recovery email: AS****R@T**A.*O ?

Thank you for helping

Manoj · January 6, 2025, 10:37pm

i would not have access to the recovery email details. Let me check with the infra team and have them resend it.

ashish · January 7, 2025, 5:58pm

Hello,

I did receive the 2FA code on my recovery email today, a few hours ago.
I tried it with my password and it FAILED with the same error, that’s pasted below.

Regards!

====================

Internal Server Error

The server was unable to complete your request.

If this happens again, please send the technical details below to the server administrator.

More details can be found in the server log.

Technical details

Remote Address: 103.1**.1**.1**
Request ID: rMCgaal6cvH6BNnVPde1

Manoj · January 9, 2025, 11:48am

Are you using this option to enter the admin code

ashish · January 9, 2025, 12:58pm

No

I used that like usual 2FA number.

ashish · January 15, 2025, 7:19am

Hello Manoj,

This issue seems resolved. I could add my murena account to my smartphone (Pixel 4a). I cannot access notes or photos, but I suppose that’s the functionality that is still affected due to the major shutdown in October.

I cannot be sure, but it appears that my account may have two email addresses linked to it: “ashish@e.email” and “ashish@murena.io”. Can you check if they do not clash in the background, that would give me some peace of mind.

Would I get Photos + Carnet Notes + other services/ functionalities if I opt for a paid subscription? I only see a message on the “shop” page that the “file system is down”, and I don’t know the full extent of disruption as of today (I was planning to move away from Google entirely and this could be the last push.)

Thank you

Manoj · January 15, 2025, 8:07am

Thanks for confirming that your issue was resolved.
The email ID do not clash. All those who created IDs when we had the e.email got an addition murena.io ID.
On the service / functionality part, you will have to wait for the full restoration of services to get them back. We will share details of when that will happen.

Manoj · January 18, 2025, 2:30am

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