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[BUG-40490] i can't log in to second life #12163

Open sl-service-account opened 8 years ago

sl-service-account commented 8 years ago

Steps to Reproduce

i tried to log in.

Actual Behavior

i tried to log in to second life 10 times in a row. no result. i tried different start area's. i disconnected power supply of router 5 min. error message : you were departured off second life. because problems in area. (in all those different areas? )

Expected Behavior

i expected to log in to second life

Other information

please check what,s wrong.

Links

Duplicates

Original Jira Fields | Field | Value | | ------------- | ------------- | | Issue | BUG-40490 | | Summary | i can't log in to second life | | Type | Bug | | Priority | Unset | | Status | Needs More Info | | Resolution | Unresolved | | Reporter | Rory Dash (rory.dash) | | Created at | 2016-09-12T01:59:33Z | | Updated at | 2017-07-07T15:51:46Z | ``` { 'Business Unit': ['Platform'], 'Date of First Response': '2016-09-12T11:54:19.901-0500', "Is there anything you'd like to add?": 'please check what,s wrong.', 'ReOpened Count': 0.0, 'Severity': 'Unset', 'System': 'SL Viewer', 'Target Viewer Version': 'viewer-development', 'What just happened?': "i tried to log in to second life 10 times in a row. no result. i tried different start area's. i disconnected power supply of router 5 min. error message : you were departured off second life. because problems in area. (in all those different areas? )", 'What were you doing when it happened?': 'i tried to log in.', 'What were you expecting to happen instead?': 'i expected to log in to second life', } ```
sl-service-account commented 8 years ago

Kyle Linden commented at 2016-09-12T16:54:20Z

Hi Rory,

Please reproduce this problem and attach the SecondLife.log data from your viewer to this issue; see https://wiki.secondlife.com/wiki/Finding_Log_Files

Also, you are using a Release Candidate viewer that was selected for you. Will you please install the default release viewer from https://get.secondlife.com and see if the problem is still happening.

Please press the Info Provided button and update this issue.

Thanks!

sl-service-account commented 8 years ago

Whirly Fizzle commented at 2016-09-13T03:01:11Z

Extra info from the BUG-40497 dupe - Rory said the login error is "a problem has prevented the correct execution of the program".

sl-service-account commented 8 years ago

ObviousAltIsObvious commented at 2016-09-13T07:40:43Z, updated at 2016-09-13T07:47:36Z

Is that error message a translation? If yes, what was the original untranslated message?

It is very close to a generic Windows crash dialog, the English version would read "X has stopped working - A problem caused the program to stop working correctly. Please close the program."

Logs, if the viewer got that far, might help to see what happened.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T12:47:19Z

error message appeared after i shut down sl, because could not log in. it is a translation. " ein problem hat die richtige ausführung des programms verhindert. schliessen sie das programm. (second life reagiert nicht)

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T12:51:34Z

to kyle linden : i don,t understand, what you mean with : reproduce this problem and attach secoind life.log data from your viewer to this issue.how do that ? a translation into german of your posts would help a bit.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T12:58:16Z

i,ve tried now again to log into second life. error message this time : "es kann keine simulatorverbindung hergestellt werden " i wonder, why second life does not function al all for Rory Dash avatar. my alt avatar functions perfect.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T13:13:33Z

i try and try and try and .... for Rory Dash avatar it,s absolutely impossioble to log in to second life. second life is totally messed up, nothing at all functions.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:19:03Z

i,m really fed up with this now !. it,s very boring to try to log in Rory Dash avatar into second life on and on without a result. most times it doesn,t even log in, and if it logs in, a message appears : "sie wurden von second life abgemeldet. in dieser region kann es zu problemen kommen" ( "you were departured off second life, problems can occ ur in this region" ). this message comes up, no matter what log in destination i choose. another message says, that inventory items (hair, eyes, clothes, etc.) can not be loaded. do you have an idea, how we can solve that damned "proplem" ?

sl-service-account commented 8 years ago

ObviousAltIsObvious commented at 2016-09-13T14:24:55Z, updated at 2016-09-13T14:26:13Z

OK, so we can disregard that first error message, because you intended to force the viewer to quit at that time.

The message that came from the viewer is LoginFailedUnableToConnectToSimulator – this kind of problem usually belongs in support and not so much in JIRA, but certainly nothing can be done here without logs.

Please see if you can get the viewer logs, https://community.secondlife.com/t5/English-Knowledge-Base/How-to-report-a-bug/ta-p/733545#Section_.3 shows where to find them. IT works well to zip up that whole folder for upload here. The time to grab the log files is right after a login fails, and you get that message about being unable to connect.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:31:56Z

the link that jeremy lenden has sent leads to a site (how to report a bug) whitch is about windows vista and windows 7, but i use windows 10.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:39:17Z

i do not understand your message (in english) : "please see if you can get viewer logs...how can i "zip up" a folder ? what does that mean ? i completely don,t understand how to do, what you have mentioned. how grab log fieles ? what,s "grab" ? i simply, only want to log in Rory Dash avatar into second life, like i do with my alt avatar whitch works perfect.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:42:06Z

in my windows 10 all is in german, your "help" in eglish can,t help mutch...

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:47:04Z

"search programs an files" i cannot find.

sl-service-account commented 8 years ago

ObviousAltIsObvious commented at 2016-09-13T14:53:38Z, updated at 2016-09-13T14:53:50Z

OK. press Windows-key + R and Windows will ask you to type in the name of what you want to open.

In that space, paste in this line:

%appdata%\secondlife

This will open an Explorer window with your viewer settings. YOu will see a folder there called logs, that is the folder you should zip then upload here.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:53:46Z

i wonder, now after many days, when will you be able to give correct information (if possible in german) how to solve this log in problem for Rory Dash Avatar ???

sl-service-account commented 8 years ago

ObviousAltIsObvious commented at 2016-09-13T14:54:22Z

You may receive correct information some day, if you ever provide the same.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:57:51Z

your comment "press windows-key + R and windows will ask..." i can,t understand. and : what means "zip folder" ?

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T14:59:55Z

why are you not able to communicate in german ? not all members of second life understand perfect english. OK, so far : thank you very mutch for nothing.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T15:07:49Z

in explorer window no viewer settings (whatever this means) can,t be found, folder called "logs" can,t be found.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T15:11:35Z

DAMMIT ! WHAT TA HELL IS WRONG WITH SECOND LIFE ?

sl-service-account commented 8 years ago

ObviousAltIsObvious commented at 2016-09-13T15:13:13Z, updated at 2016-09-13T15:16:27Z

Perhaps you can find a friend in Second Life who can help you with translation.

Really, the problem you are having does not belong here in JIRA. To proceed, please contact support. https://support.secondlife.com/contact-support/

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-13T15:36:25Z

when i try to log in to second life Rory Dash Avatar, it runs to "region verbindung" (region connection). then a little blue wheel appears whith turns and turns around. after a while message : "es tut uns leid. sie wurden von second life abgemeldet. in dieser region kann es zu problemen kommen. bitte überprüfen sie ihre internet verbindung. (we are sorry, you were departured off second life. in this region problems can occur. please check your internet connection. ) my internet connection is perfect. this always onla happens to Rory Dash avatar, my other avatar has absolutely no log in etc. problems in second life. for other avatar second life functions perfect. still my question is WHY CAN,T I LOG IN RORY DASH AVATAR INTO SECOND LIFE ?

sl-service-account commented 8 years ago

ObviousAltIsObvious commented at 2016-09-13T15:42:10Z

Die JIRA ist nicht kundenbetreuung. Bitte besuchen https://support.secondlife.com/contact-support/

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-14T00:09:08Z

thank you. problem solved finally. i cleared cache once again like i did several times before, now Rory Dash avatar can log in to second life again. question : how can i get the 4.8... sl viewer ?

sl-service-account commented 8 years ago

Whirly Fizzle commented at 2016-09-14T00:24:37Z

Es gibt keine 4.8-Viewer-Version. Sie können immer die neueste Viewer-Version finden Sie hier: https://secondlife.com/support/downloads/ Für Beta-Zuschauer, gehen Sie hier: http://wiki.secondlife.com/wiki/Linden_Lab_Official:Alternate_Viewers

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-14T02:34:18Z

i still can,t log into second life Rory Dash avatar. it functioned one time. now log in runs until load world, doesnt go further to log in. i wonder, why this only happens to Rory Dash avatar, i have one more avatar which works perfect. but Rory Dash is first and main avatar.

sl-service-account commented 8 years ago

Whirly Fizzle commented at 2016-09-14T03:26:57Z

Rory, You said you could log Rory in after clearing cache but now you cannot log her in again. Can you confirm that you can always log Rory in if you have a clean cache but if your inventory has fully fetched and cached, the login times out and you get disconnected? If this is the case then that strongly suggests the problem is that Rory has a very flat inventory structure that causes inventory view creation to take so long during login that it times out. Inventory view creation is where your inventory structure is loaded from your inventory cache during the login process. Of course if cache is empty, creating inventory views is pretty much instant.

Linden Lab support can fix this by deflattening your inventory. You should file a support ticket at https://support.secondlife.com/create-case/ and request that they check your inventory for any problems.

Rory, Sie sagten, Sie Rory Cache nach dem Löschen einloggen konnte, aber jetzt können Sie sich nicht anmelden, sie wieder in. Können Sie bestätigen, dass Sie immer Rory anmelden können, wenn Sie einen sauberen Cache haben, aber wenn Ihr Inventar die Login-Zeiten heraus vollständig abgerufen und im Cache gespeichert hat, und Sie die Verbindung unterbrochen wird? Wenn dies der Fall ist, dann, das stark das Problem legt nahe, dass Rory eine sehr flache Inventar Struktur hat, die Bestandslistenansicht Schaffung verursacht so lange bei der Anmeldung zu nehmen, dass es mal aus. Bestandslistenansicht Schöpfung ist, wo Ihre Inventarstruktur aus dem Inventar-Cache während des Anmeldevorgangs geladen wird. Natürlich, wenn Cache leer ist, ist Inventar Ansichten erstellen so ziemlich sofort.

Linden Lab Unterstützung können dieses Problem beheben, indem Ihr Inventar deflattening. Sie sollten ein Support-Ticket bei https://support.secondlife.com/create-case/ Datei und verlangen, dass sie für alle Probleme Inventar überprüfen.

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-14T12:19:21Z

Rory Dash avatar is member of second life since sep 2010. in alll these years never had any problems. why now since appr. one week can,t log into second life ? i,m sure, that has noting to do with inventory and cache. i have alt avatars and they function perfect. why does only Rory Dash avatar has log in problem ?

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-14T12:23:14Z

why shall i ask for a support ticket to check inventory. what means "deflattening" ? why are you not able to check for inventory prioblems ?

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-14T12:28:04Z

i heve contact with second life support. they also told me to clear cache, to disconnect router off power supply 5 min. i did that several times. still Rory Dash avatar unable to log in sl. how come, nobody of Linden Lab people can see what kind of problem it is ? why can they not solve this log in problem ?

sl-service-account commented 8 years ago

Rory Dash commented at 2016-09-14T12:29:25Z

this is very frustrating and very boring...

sl-service-account commented 8 years ago

Kyle Linden commented at 2016-09-20T17:27:04Z

Hi Rory,

Thank you for your patience, I'm going to do further investigation of your account inventory today and will let you know if I find anything that could help you.

Thanks,

sl-service-account commented 7 years ago

Kyle Linden commented at 2016-09-29T19:18:24Z

Hi Rory,

It looks like you're able to login with the Bento viewer currently. This is great news!

However, should you have login issues in the future, please review these tips.

You do have what we refer to as a "large flat inventory", that is thousands of folders immediately under 'My Inventory' this is not ideal for a timely login.

Login is a sort of race and you only have 2 minutes to login to Second Life before it times out. Managing the following items will help you login faster.

After nesting your items into subfolders you should see improved login speed and be able to successfully login. Please let us know if you are having any further issues.

Thank you!

Hallo Rory,

Es sieht aus wie Sie mit dem Bento-Viewer zur Zeit einzuloggen sind in der Lage. Das sind gute Nachrichten!

Sie sollten jedoch in Zukunft Probleme mit der Anmeldung haben, wenden Sie sich bitte diese Tipps überprüfen.

Sie haben, was wir als eine "große, flache Inventar", die Tausende von Ordnern sofort unter "Mein Inventar" Das ist nicht ideal für eine rechtzeitige Anmeldung ist.

Login ist eine Art von Rennen und Sie haben nur 2 Minuten Second Life, bevor es zum Anmeldezeitlimit. die folgenden Elemente verwalten wird Ihnen helfen, schneller anmelden.

Nach dem Artikel in Unterordner nisten sollten Sie verbesserte Login Geschwindigkeit zu sehen und in der Lage sein, erfolgreich anmelden. Bitte lassen Sie uns wissen, wenn Sie weitere Fragen haben.

Vielen Dank!

sl-service-account commented 7 years ago

Saeros Linden commented at 2017-07-07T00:35:03Z

Our apologies, it appears this jira has been a victim of a spammer. We're cleaning up the offending comments, sorry for the mess!