* Case Number: a20110803.1
  * Status: closed
  * Claimants: Sven Z
  * Respondents: CAcert
  * Initial Case Manager: UlrichSchroeter
  * Case Manager: UlrichSchroeter
  * Arbitrator: BernhardFröhlich
  * Date of arbitration start: 2011-08-10
  * Date of ruling: 2011-10-17
  * Case closed: 2011-11-05
  * Complaint: Account Recovery

  * Relief: TBD

Before: Arbitrator BernhardFröhlich (A), Respondent: CAcert (R), Claimant: Sven Z (C), Case: a20110803.1


== History Log ==
 . 2011-08-03 (issue.c.o) case [s20110803.99]
 . 2011-08-04 (iCM): added to wiki, request for CM / A
 . 2011-08-10 (A): I take this case as Arbitrator, UlrichSchroeter will be Case Manager.
 . 2011-08-10 (A): Request to support: This seems to be a standard password recovery, why has an Arbitration been initiated?
 . 2011-08-11 Uli as a witness provides some more information. There seems to be a problem to find the account in the Support Admin Console which hint at an inconsistency in the database.
 . 2011-08-11 (A): Sent initial mail to Claimant, asking for some more information.
 . 2011-08-25 UlrichSchroeter points out that [[https://bugs.cacert.org/view.php?id=975|Bug#975]] might be the cause for the problems.
 . 2011-08-25 (A): Sent a mail to support asking for some additional info on the C's account.
 . 2011-08-26 Support replies that there are no flags set which would prevent the login of C.
 . 2011-09-14 (A): Sent mail to C, asking him to do a standard password recovery.
 . 2011-09-30 (A): Resent mail, setting deadline of 2011-10-14 for answer, otherwise the case will be closed.

== Original Dispute, Discovery (Private Part) ==

 * Link to Arbitration case [[Arbitrations/priv/a20110803.1|a20110803.1 (Private Part)]]

<<Include(Arbitrations/priv/a20110803.1)>>  

==== EOT Private Part ====

== Discovery ==

 * The Claimant's account is affected by [[https://bugs.cacert.org/view.php?id=975|Bug#975]], so it cannot be found in the SE console in the usual way.
 * There is a workaround available (searching with wildcards) and C's account can be found by a SE using it.
 * There are no hints that specific settings or inconsistencies in the database prevent login to C's account.

== Ruling ==

Though the Claimant's account is affected by a bug in the SE console there are no hints that a login would be prevented if the password of the account is known.

Therefore I can only propose the Claimant to go through one of the standard [[FAQ/LostPasswordOrAccount|password recovery procedures]].

Munich, 2011-10-17

== Execution ==

 . 2011-10-17 (A): Sent notificatio of ruling to C
 . 2011-10-17 (A): The case will be closed if no protest is received till 2011-10-24
 . 2011-11-05 (A): The case is closed now.

== Similiar Cases ==
|| [[Arbitrations/a20101110.1|a20101110.1]] || [[Arbitrations/a20101110.1|account cleanup / recovery]] ||
|| [[Arbitrations/a20100131.1|a20100131.1]] || [[Arbitrations/a20100131.1|User wishes Account removal]] ||
|| [[Arbitrations/a20110221.1|a20110221.1]] || [[Arbitrations/a20110221.1|PII and problematical sys settings on 1057 of 1074 deleted accounts cases still remains in database]] ||


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 . CategoryArbitration

 . CategoryArbCaseAccountCleanup
 . CategoryArbCaseSystemTasks
 . CategoryArbCaseOthers