September 10th, 2012

What’s Happening With My Account? – Account Status Reports

Customers often want to know what is happening and why – and rightly so!

Many of the Support requests we receive involve tracking down information in logs and determining why certain things happen the way that they do.  Invariably, there is no real “issue”, just a need to clarify what is happening and why so that email filters, program settings, web site marketing, and other factors can be adjusted properly.

Over the years, LuxSci has frequently added self service reporting tools to its user and administrative interfaces.  Customers are empowered to determine for themselves on their own time schedule many things that were previously the purview of senior Support.

In this article, we review many of the reporting options available to customer accounts … as most people, even existing long time customers, may not be aware of the full scope of what is actually available to them.

Administrators and User Reports

Regular account users can access many different reports (many of which are discussed below) about their own personal account.  These are all located under “Account > My Reports” in the LuxSci user interface.

Administrators can view all these same reports for themselves in the same location, and for any of the users in the account (that they have permission to manage) in the user administration area – under “Account > Account Administration > [Users Tab] > [Select the user] > Reports”. So, when discussing a user-level report, keep in mind that these are available to both the administrators and the users themselves.

Login Success and Failure Tracking

It is fundamentally important to know about logins to your own account.  A history of successful logins can tell you:

  • When you logged in and from where (what IP address)
  • If someone unauthorized is logging in as you
  • If a legitimate program is logging as you but at an unintended time
  • If there is a correlation between your logins and unexpected behavior (e.g. POP logins and email being deleted after download)
Failed login reports can tell you:
  • If someone is trying to guess your password, what IP address they are using, etc. (LuxSci does rate limit failed login attempts and will auto-block IP addresses for abusive behavior).
  • If you have changed your password and some programs are still using the old/incorrect one.
  • If you cannot login properly using some program or device … if it’s just that the password is wrong or if there is some other factor causing the login to fail.
LuxSci provides detailed login success tracking for many services:
  • WebMail: with the date, time IP address, web browser used, and more
  • POP and IMAP: with the date, time, IP address, and if a secure connection was used
  • SMTP: with the date, time, if a secure connection was used, and information about the messages sent
  • FTP/SCP/SFTP: with the date, time, IP address, and if a secure connection was involved
Additionally, there are detailed failed login reports for:
  • WebMail: date, time, web browser, and IP of the failed login (e.g. bad password)
  • POP, IMAP, SMTP, FTP, SFTP, SCP: with the date, time , IP address, and reason for the failure
These reports are all available, searchable, and downloadable from your “Account > My Reports > Login History” area. Additionally, you can enable automatic emailed notices of failed and/or successful login attempts (to email addresses of your choice) under “Account > My Preferences > Security and Privacy“.

Additional Reports Available

There are many other reports available and we will be discussing them in detail in successive posts.  Some of these include:

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