One Friday I got a desperate call from someone who couldn’t access their business email account. They said they had to change their password for security reasons yesterday and now they can’t login to the account on the office computer or their iPhone. I arrived on site and started interviewing my client to get more information.  It turns out the person who changed the password just left on vacation and can’t be reached.  I carefully entered the password many times on the Windows computer and each time it failed. The error message never mentions which is wrong: the username or password but I assumed it was the password.   I tried different web browsers and this made no difference.  I talked to my client some more and even tried it on my laptop to no avail.  I examined my client’s keyboard and realized there wasn’t a cap lock light or num lock light either. There isn’t a convenient way to determine if the all caps was activated or not without a CAP light. The password was supposed to be all lower case and found out it was entered as all upper case.  I used the built-in Windows Notepad program to find out if I had the all caps activated. Once I got the all caps activated, I re-entered the password and this time it worked and we could get into the email account.  Next, I entered the correct password in all caps on the iPhone and he could get it on his iPhone. This just goes to show you that passwords of all kind are always case-sensitive. And you should always test a new password on all your devices.

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