Support intro
Sorry to hear you’re facing problems 
help.nextcloud.com is for home/non-enterprise users. If you’re running a business, paid support can be accessed via portal.nextcloud.com where we can ensure your business keeps running smoothly.
In order to help you as quickly as possible, before clicking Create Topic please provide as much of the below as you can. Feel free to use a pastebin service for logs, otherwise either indent short log examples with four spaces:
example
Or for longer, use three backticks above and below the code snippet:
longer
example
here
Some or all of the below information will be requested if it isn’t supplied; for fastest response please provide as much as you can 
Nextcloud version (eg, 20.0.5): 22.1.1
Operating system and version (eg, Ubuntu 20.04): Ubuntu 20.04 x64
Apache or nginx version (eg, Apache 2.4.25): replace me
PHP version (eg, 7.4): replace me
The issue you are facing:
When users are logging into new devices they are getting locked out A password usually allows them to get access, but is not working at all for an Ipad device we have in house.
Is this the first time you’ve seen this error? (Y/N):
Steps to replicate it:
- logging in as user on a mobile device or ipad
- the users are not able to login and password change does not allow user to login either.
The output of your Nextcloud log in Admin > Logging:
{"reqId":"pHibEvhdLBHM0fKZGyOE","level":2,"time":"2023-05-11T14:16:43+00:00","remoteAddr":"50.226.226.116","user":"--","app":"core","method":"PUT","url":"/remote.php/webdav/Shipping/2023/05/23-05-02%2009-48-51%208171.jpg","message":"Login failed: 'Shipping' (Remote IP: '50.226.226.116')","userAgent":"Mozilla/5.0 (iOS) Nextcloud-iOS/3.2.0","version":"22.1.1.2","id":"6464d16aa771e"}
The output of your config.php file in /path/to/nextcloud (make sure you remove any identifiable information!):
PASTE HERE
The output of your Apache/nginx/system log in /var/log/____:
PASTE HERE
PASTE HERE
Output errors in nextcloud.log in /var/www/ or as admin user in top right menu, filtering for errors. Use a pastebin service if necessary.
PASTE HERE