After Upgrade From 3.5 to 3.6, Some Users Can't Sign In; User ID Mismatch


  • Used Zammad version: 3.6
  • Used Zammad installation source: package
  • Operating system: Ubuntu 18.04
  • Browser + version: Chrome 86

Expected behavior:

  • User enters their credentials and signs in.

Actual behavior:

  • User enters their credentials and receives an error: “Couldn't find User with 'id'=[Some User ID that doesn’t exist]”

Steps to reproduce the behavior:

  • Affected user attempts to login. Has been reproduced on several devices on different networks.

Here’s a screenshot from one of the affected users:

We know of at least 3 users affected by the issue. In each case, the user ID the error reports doesn’t exist in the database. I supposed we could delete the account and create them a new one, but we don’t know how many users are actually impacted, and we’d lose the history associated with the old user (not really a deal breaker, but still not ideal).

Looks like the same topic like this:

As I already pointed out there, clear your cache and try logging in again.
zammad run rails Cache.clear

I currently don’t see any reason why this should appear.

However, it would be good to know which authentication source you guys are using. Because the steps to reproduce are not clear.

Just before anybody screams:
Zammad will not remove users on it’s own unless one tells it to do so.

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