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Issue 792800 link

Starred by 5 users
Status: Duplicate
Owner:
█ jayhlee@chromium.org
Last visit > 30 days ago
Closed: Mar 2018
Cc:
█ jingwee@chromium.org
atwilson@chromium.org
vkhabarov@google.com
█ jayhlee@chromium.org
Components:
EstimatedDays: ----
NextAction: ----
OS: Chrome
Pri: 2
Type: Bug



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ChromeOS issue: logging issue “Sorry, your password could not be verified. Please try again.”

Project Member Reported by ryutas@chromium.org, Dec 7 2017 
ChromeOS version: M61>M62>63.0.3239.50(beta-channel)
ChromeOS device model: ThinkPad 11e Chromebook 3rd Gen (Yoga/Clamshell)
S/N:1S20GE0002USLR066MXB
Google_Ultima.

Case#: 14191530

Description: logging issue “Sorry, your password could not be verified. Please try again.”
However, affected users eventually get logged in after multiple tries and once logged in, issue does not occur again. 

Steps to reproduce: 
1. Open a chromebook with Multiple profiles are existing.
2. Try log in to the device using the oldest(seem to fall into the bottom 3rd of users list) inactive user profile.

Please refer repro video.
M61
https://drive.google.com/open?id=13KSi_bR1q2Lby4FaeXDrKYvgt0Lpnwxh

M61
https://drive.google.com/open?id=1T48_-R1xLgn-hY3lvKYHU-cPkSk4s8d9


Current Behavior / Reproduction:User is receiving a message saying “Sorry, your password could not be verified. Please try again.” and login after multiple tries.
 

Expected Behavior: User should be able to login without any issues.

Drive link to logs: 
https://drive.google.com/open?id=1-Dbt1Ega3GkkSMSIwoekC4PuUDXFIPi8

Additional info.
Does it resolve if, 
a. manually remove the user account after you sign-out?> Yes. 
(-If the profile is removed and re-added then the user is ok. Its only if the profile previously exists is this a problem)
b. power off/on then boot to try login again? >no 
c. Unplug/plug power then boot to try login again? >no 

Tested from M61>M62 stable and M63 beta (current) and issue persists.

TIMEFRAME ISSUE STARTED: 11/20/2017 10:04 AM EDT 
AFFECTED USERS/GROUP/OU: All 

Existing workaround: 
Wipe the device but not recommended 

AFFECTED USER IDs and OU
https://drive.google.com/open?id=1ObOrbN3gkYCgvMR9Ym81PJUfjuAsqp4f2jDfmqMYMlE

From log file. chrome_20171127-104714

[1374:1374:1127/104743.044092:ERROR:core_oobe_handler.cc(194)] CoreOobeHandler::ShowSignInError: error_text=Sorry, your password could not be verified. Please try again.
[1374:1374:1127/104743.066382:ERROR:base_screen_handler_utils.cc(71)] Failed to deserialize, parse as email, valid=1
[1374:1374:1127/104747.846943:VERBOSE1:existing_user_controller.cc(544)] Setting flow from PerformLogin
[1374:1374:1127/104747.847020:VERBOSE1:user_flow.cc(20)] Flow 0x1a848a453de0 got host 0x1a848b07fc00
[1374:1374:1127/104747.847111:VERBOSE1:login_performer.cc(301)] Offline auth started.
[1374:1374:1127/104747.873027:ERROR:device_event_log_impl.cc(156)] [10:47:47.872] Login: homedir_methods.cc:336 HomedirMethods MountEx error (CryptohomeErrorCode): 1
[1374:1374:1127/104747.873135:ERROR:device_event_log_impl.cc(156)] [10:47:47.873] Login: cryptohome_authenticator.cc:931 Cryptohome failure: state(AuthState)=2, code(cryptohome::MountError)=32
[1374:1374:1127/104747.873173:VERBOSE1:cryptohome_authenticator.cc(774)] Resolved state to: 2
[1374:1374:1127/104747.873291:ERROR:device_event_log_impl.cc(156)] [10:47:47.873] Login: cryptohome_authenticator.cc:707 Login failed: Could not mount cryptohome.
[1374:1374:1127/104747.873339:ERROR:login_performer.cc(63)] Login failure, reason=1, error.state=0
[1374:1374:1127/104747.873492:VERBOSE1:existing_user_controller.cc(1431)] Could not mount cryptohome.
[1374:1374:1127/104747.873523:VERBOSE1:webui_login_display.cc(109)] Show error, error_id: 6393, attempts:2, help_topic_id: 188036
[1374:1374:1127/104747.873567:ERROR:core_oobe_handler.cc(194)] CoreOobeHandler::ShowSignInError: error_text=Sorry, your password could not be verified. Please try again.
[1374:1374:1127/104750.467037:VERBOSE1:gaia_screen_handler.cc(516)] OnPortalDetectionCompleted Online
[1374:1374:1127/104754.247713:VERBOSE1:existing_user_controller.cc(544)] Setting flow from PerformLogin
[1374:1374:1127/104754.247797:VERBOSE1:user_flow.cc(20)] Flow 0x1a848a453de0 got host 0x1a848b07fc00
[1374:1374:1127/104754.247921:VERBOSE1:login_performer.cc(301)] Offline auth started.
[1374:1374:1127/104754.272520:ERROR:device_event_log_impl.cc(156)] [10:47:54.272] Login: homedir_methods.cc:336 HomedirMethods MountEx error (CryptohomeErrorCode): 1
[1374:1374:1127/104754.272637:ERROR:device_event_log_impl.cc(156)] [10:47:54.272] Login: cryptohome_authenticator.cc:931 Cryptohome failure: state(AuthState)=2, code(cryptohome::MountError)=32
[1374:1374:1127/104754.272675:VERBOSE1:cryptohome_authenticator.cc(774)] Resolved state to: 2
[1374:1374:1127/104754.272775:ERROR:device_event_log_impl.cc(156)] [10:47:54.272] Login: cryptohome_authenticator.cc:707 Login failed: Could not mount cryptohome.
[1374:1374:1127/104754.272819:ERROR:login_performer.cc(63)] Login failure, reason=1, error.state=0
[1374:1374:1127/104754.272957:VERBOSE1:existing_user_controller.cc(1431)] Could not mount cryptohome.
[1374:1374:1127/104754.272989:VERBOSE1:webui_login_display.cc(109)] Show error, error_id: 6393, attempts:3, help_topic_id: 188036
[1374:1374:1127/104754.273036:ERROR:core_oobe_handler.cc(194)] CoreOobeHandler::ShowSignInError: error_text=Sorry, your password could not be verified. Please try again.
[1374:1374:1127/104800.248889:VERBOSE1:existing_user_controller.cc(544)] Setting flow from PerformLogin
[1374:1374:1127/104800.248974:VERBOSE1:user_flow.cc(20)] Flow 0x1a848a453de0 got host 0x1a848b07fc00
[1374:1374:1127/104800.249068:VERBOSE1:login_performer.cc(301)] Offline auth started.
[1374:1374:1127/104800.276124:ERROR:device_event_log_impl.cc(156)] [10:48:00.276] Login: homedir_methods.cc:336 HomedirMethods MountEx error (CryptohomeErrorCode): 1
[1374:1374:1127/104800.276242:ERROR:device_event_log_impl.cc(156)] [10:48:00.276] Login: cryptohome_authenticator.cc:931 Cryptohome failure: state(AuthState)=2, code(cryptohome::MountError)=32
[1374:1374:1127/104800.276318:VERBOSE1:cryptohome_authenticator.cc(774)] Resolved state to: 2
[1374:1374:1127/104800.276444:ERROR:device_event_log_impl.cc(156)] [10:48:00.276] Login: cryptohome_authenticator.cc:707 Login failed: Could not mount cryptohome.
[1374:1374:1127/104800.276492:ERROR:login_performer.cc(63)] Login failure, reason=1, error.state=0
[1374:1374:1127/104800.276644:VERBOSE1:existing_user_controller.cc(1431)] Could not mount cryptohome.
[1374:1374:1127/104800.276676:VERBOSE1:webui_login_display.cc(109)] Show error, error_id: 6393, attempts:4, help_topic_id: 188036
[1374:1374:1127/104800.276726:ERROR:core_oobe_handler.cc(194)] CoreOobeHandler::ShowSignInError: error_text=Sorry, your password could not be verified. Please try again.
[1374:1374:1127/104800.289790:ERROR:base_screen_handler_utils.cc(71)] Failed to deserialize, parse as email, valid=1
[1374:1641:1127/104800.330388:VERBOSE2:ppapi_plugin_process_host.cc(460)] ppapi plugin process launched.
[1374:1374:1127/104800.430844:VERBOSE1:gaia_screen_handler.cc(972)] LoadAuthExtension, force: 0, offline: 0
[1374:1374:1127/104800.437436:INFO:signin_screen_handler.cc(1385)] Login WebUI >> active: 0, source: account-picker
[1374:1374:1127/104800.439863:INFO:signin_screen_handler.cc(1385)] Login WebUI >> active: 1, source: gaia-signin
[1374:1374:1127/104800.539124:VERBOSE1:gaia_screen_handler.cc(538)] Auth extension finished loading
[1374:1374:1127/104800.543325:VERBOSE1:signin_screen_handler.cc(1339)] Login WebUI >> loginVisible, src: gaia-loading, webui_visible_: 1
[1374:1374:1127/104800.631811:WARNING:gaia_screen_handler.cc(547)] Ignoring Gaia webview error: ERR_ABORTED
[1374:1374:1127/104800.634663:WARNING:CONSOLE(294)] "<webview>: The load has aborted with error -3: ERR_ABORTED.", source: extensions::webViewEvents (294)
[1374:1374:1127/104802.617385:VERBOSE1:gaia_screen_handler.cc(726)] Gaia is loaded
[1374:1374:1127/104802.618034:VERBOSE1:signin_screen_handler.cc(1339)] Login WebUI >> loginVisible, src: gaia-signin, webui_visible_: 1
[1374:1374:1127/104802.639584:WARNING:CONSOLE(18163)] "Unrecognized message from GAIA: showConfirmCancel", source: chrome://oobe/login.js (18163)
[1374:1374:1127/104803.475071:WARNING:CONSOLE(18163)] "Unrecognized message from GAIA: showConfirmCancel", source: chrome://oobe/login.js (18163)
[1374:1374:1127/104812.127756:VERBOSE1:gaia_screen_handler.cc(516)] OnPortalDetectionCompleted Online
[1374:1374:1127/104824.869553:INFO:status_uploader.cc(222)] Starting status upload: have_device_status = 1
[1374:1374:1127/104825.121689:INFO:status_uploader.cc(235)] Status upload successful
[1374:1374:1127/104839.400936:VERBOSE1:gaia_screen_handler.cc(516)] OnPortalDetectionCompleted Online
[1374:1641:1127/104840.329459:VERBOSE1:ppapi_plugin_process_host.cc(496)] PpapiPluginProcessHost[broker]::OnChannelError()
[1374:1374:1127/104901.157122:VERBOSE1:oauth2_token_fetcher.cc(79)] Got OAuth2 tokens!
[1374:1374:1127/104901.157211:VERBOSE1:oauth2_token_initializer.cc(32)] OAuth2 tokens fetched
[1374:1374:1127/104901.157335:VERBOSE1:existing_user_controller.cc(544)] Setting flow from PerformLogin
[1374:1374:1127/104901.157370:VERBOSE1:user_flow.cc(20)] Flow 0x1a848a453de0 got host 0x1a848b07fc00
[1374:1374:1127/104901.157445:VERBOSE1:login_performer.cc(288)] Online login completion started.
[1374:1374:1127/104901.158015:VERBOSE1:cryptohome_authenticator.cc(774)] Resolved state to: 0
[1374:1374:1127/104901.181812:ERROR:device_event_log_impl.cc(156)] [10:49:01.181] Login: homedir_methods.cc:336 HomedirMethods MountEx error (CryptohomeErrorCode): 1
[1374:1374:1127/104901.181929:ERROR:device_event_log_impl.cc(156)] [10:49:01.181] Login: cryptohome_authenticator.cc:931 Cryptohome failure: state(AuthState)=1, code(cryptohome::MountError)=32
[1374:1374:1127/104901.181968:VERBOSE1:cryptohome_authenticator.cc(774)] Resolved state to: 6
[1374:1374:1127/104902.308304:VERBOSE1:cryptohome_authenticator.cc(774)] Resolved state to: 13
[1374:1374:1127/104902.308427:VERBOSE1:cryptohome_authenticator.cc(663)] Login success


--------
From messages.1 log file 

2017-11-27T10:47:12.525017-05:00 ERR kernel: [    1.509814] EXT4-fs (dm-0): couldn't mount as ext3 due to feature incompatibilities
2017-11-27T10:47:12.525019-05:00 INFO kernel: [    1.510391] EXT4-fs (dm-0): mounting ext2 file system using the ext4 subsystem
2017-11-27T10:47:12.525021-05:00 INFO kernel: [    1.513333] EXT4-fs (dm-0): mounted filesystem without journal. Opts: (null)
2017-11-27T10:47:12.525031-05:00 INFO kernel: [    1.513370] VFS: Mounted root (ext2 filesystem) readonly on device 253:0.
2017-11-27T10:47:12.525035-05:00 INFO kernel: [    1.517989] devtmpfs: mounted
-----
simmer error message that I found from other  crbug.com/786999 
(ERR kernel: [    1.509814] EXT4-fs (dm-0): couldn't mount as ext3 due to feature incompatibilities)

Comment 1 by ryutas@chromium.org, Dec 14 2017 

Fresh log. https://drive.google.com/open?id=1XR-xwAig7_62nXi56Zu2z0eqjfuOwE8A
timestamp: 12/12/2017 

Additional info:
1. How frequent does the issue occur? 
-We are seeing this daily with the stalest accounts on the device 
a) The average number of students using the same device on a daily-basis. 
- About 3-4 different students use the machine a day, but there are a total 
of about 15-16 different ones that use it over the course of a week. 
b) How many reports of the issue does the customer get in a daily-basis 
- The teacher doesn't alert me each time, but has told me its a problem on 
all the machines in their lab 

2. Have you tried to turn off and on the device and attempted to log in 
again after you encountered the issue? 
-Yes 

3. Have you tried to unplug the power source and plug it back in and 
attempted to log in again after you encountered the issue? 
- Yes 

4. Confirmed that disk usage was OK

-https://drive.google.com/open?id=1MRhz_dfzbKlOFp9IHQP9I3UpT01WXUhp


Comment 2 by krishna...@chromium.org, Dec 14 2017

Cc: jingwee@chromium.org
ryutas@, from the video of your repo it looks like that the cached password hash authentication is failing. 

Currently on chromebooks, if the user is already added, the next time they sign in on the Sign in screen pod, we authenticate using a "hash of the password", without actually connecting to Gaia. 
If the authentication using the cached password hash fails for 4 attempts(with the "Sorry, your password could not be verified error message being displayed"), we trigger an online sign in with Gaia -- which in this case succeeds.
Since this is occurring on devices that have many users and occurs for LRU users, wonder if any of the disk cleaning/GC mechanisms is the cause of this issue.

Comment 3 by ryutas@chromium.org, Dec 14 2017 

krishnargv@
Thanks for your support and explanations.
I also doubted about the disk space as well, but it seems like ok because there is 3.1GB free space.
(please refer comment #1. 
-https://drive.google.com/open?id=1MRhz_dfzbKlOFp9IHQP9I3UpT01WXUhp
)
is because auto clean up process has run?

Comment 4 by vkhabarov@chromium.org, Feb 8 2018 

Hi! Do you need any additional logs to determine if disk cleanup worked or is it just WAI?

Comment 5 by vkhabarov@chromium.org, Feb 14 2018

Owner: vkhabarov@chromium.org
Will try to repro

Comment 6 by vkhabarov@chromium.org, Mar 2 2018

Labels: M-63
Owner: jayhlee@chromium.org
I was able to repro this issue with v63 on Seltzer (same platform)
1. Add user to Chromebook
2. Fill somewhat Downloads mount (I used 10G urandom file)
3. Fill somewhat encrypted mount (I used /home/chronos with 5G urandom file)
4. Repeat first three steps for couple more users (overfilling both partitions)
5. Try to login with first user.

If after that I try to login with first user, I get the same result - 4 times "password couldn't be verified", and error about profile after logging in. I think there must be better way (more informative, at least) to handle this.

Jay, could you help with triage?

Comment 7 by vkhabarov@chromium.org, Mar 2 2018

Cc: vkhabarov@google.com

Comment 8 by jayhlee@google.com, Mar 2 2018

Cc: atwilson@chromium.org
+ atwilson

It sounds like the cleanup process leaves older users in a bad state where they can't login after their profile was subject to cleanup.

Andrew, thoughts? Victor's repro steps seem to indicate a bug.

Comment 9 by jayhlee@google.com, Mar 2 2018

Mergedinto: 763008
Status: Duplicate (was: Untriaged)

Comment 10 by atwilson@chromium.org, Mar 5 2018 

Agreed, sounds like a bug (and yeah, dupe of 763008). Disk cleanup team should take a look. Also, can we get logs off the device and attach to the bug?

Comment 11 by vkhabarov@chromium.org, Mar 5 2018 

Attached debug logs from my repro
debug-logs_20180305-103503
228 KB View Download
►

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