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[BUG-231325] Cannot create an account with a ProtonMail address #8819

Open sl-service-account opened 3 years ago

sl-service-account commented 3 years ago

What just happened?

  1. I go to the secondlife.com web site.
  2. Click "SIGN UP".
  3. Put in a username.
  4. Put in a password.
  5. Put a valid existing email account with the domain "protonmail.com"

I get: (a) an error message "Hm... that email doesn't look quite right. Please try again." underneath the input box, (b) a red error symbol on the right of the input box

What were you doing when it happened?

Trying to create a new account.

What were you expecting to happen instead?

The email should be accepted.

This is a valid email address that can send and receive mail from a well-known credible Swiss mail hosting provider.

Other information

Support directed me here. The issue number is 1791922.

1791922

I wanted to create an alternate account to own the things I create. However, I get the message "Hm... that email doesn't look quite right. Please try again." The mail is aetheraeternus@protonmail.com. This is a valid mail that can send and receive mail from a well-known Swiss mail hosting provider. Any advice would be appreciated. Thank you. :)

Vix Linden
said about 23 hours ago
Hello SophieJeanneLaDouce,

Thank you for contacting Support, and for your patience. For troubleshooting purposes can you try a Gmail, Yahoo or Hotmail domain? The system may have some trouble with the domain, but the other domains are commonly used and shouldn't pose any trouble during the sign up process.

Best Wishes,

Vix Linden
Concierge Support Specialist
Linden Lab

SophieJeanneLaDouce Resident said about 14 hours ago Hi Vix,

Thank you for the suggestion for troubleshooting. If I change "aetheraeternus@protonmail.com" to "aetheraeternus@gmail.com" then the error message goes away. (I don't have such a mail. I just simply changed the domain name to see what would happen per your suggestion.)

It appears to be rejecting the "protonmail.com" domain for some reason. I still see the "Hm... that email doesn't look quite right. Please try again." message.

It appears to be a legit bug from my perspective.

How do we solve this?

Thank you. :)

Vix Linden said 1 minute ago Hello SophieJeanneLaDouce,

I can direct you to our bug reporting system called JIRA , and our developers will take a look at the proton mail system reply. While our Support team is always happy to help, there are certain technical issues which can only be addressed via a development or engineering investigation.

JIRA is a system designed to track, triage, and escalate bugs and system problems to our technical and design teams. System and program bugs or errors with the Second Life software, server function, or website can be reported in this fashion.

For more information on our JIRA system and process, please visit our Wiki and Knowledge Base for helpful tips, tutorials and procedures for submitting bugs and issues:

JIRA: http://jira.secondlife.com
Information about JIRA (Bug Tracker): http://wiki.secondlife.com/wiki/Bug_Tracker
How to Report a Bug

In your report, please include as many details as possible about your problem:

Which version of the client are you using? (This can be found in Help > About Second Life)
Your computer specifications (from Help > About Second
A description of the problem, explaining what you do / see / don't see, including any error messages
Step-by-step directions on how to reproduce the return message.
A screenshot of what you are seeing.

Including this information with your report will help the bug tracking team address your issue quickly.

Because I cannot assist you directly in this regard, I'm going to mark this case as Resolved. However, should you have any further questions about this process, you can reopen this ticket by simply replying to it, and I'll be happy to provide you with additional clarification.

Best wishes,

Vix Linden

Second Life Support Linden Lab

Attachments

Original Jira Fields | Field | Value | | ------------- | ------------- | | Issue | BUG-231325 | | Summary | Cannot create an account with a ProtonMail address | | Type | Bug | | Priority | Unset | | Status | Accepted | | Resolution | Triaged | | Created at | 2021-10-15T12:00:44Z | | Updated at | 2021-10-15T16:06:43Z | ``` { 'Build Id': 'unset', 'Business Unit': ['Platform'], 'Date of First Response': '2021-10-15T11:06:43.390-0500', "Is there anything you'd like to add?": 'Support directed me here. \r\nThe issue number is 1791922.\r\n\r\n----\r\n\r\n#1791922\r\n I wanted to create an alternate account to own the things I create. However, I get the message "Hm... that email doesn\'t look quite right. Please try again." The mail is aetheraeternus@protonmail.com. This is a valid mail that can send and receive mail from a well-known Swiss mail hosting provider. \r\nAny advice would be appreciated.\r\nThank you. :)\r\n\r\n Vix Linden\r\n said about 23 hours ago\r\n Hello SophieJeanneLaDouce,\r\n\r\n Thank you for contacting Support, and for your patience. For troubleshooting purposes can you try a Gmail, Yahoo or Hotmail domain? The system may have some trouble with the domain, but the other domains are commonly used and shouldn\'t pose any trouble during the sign up process.\r\n\r\n Best Wishes,\r\n\r\n Vix Linden\r\n Concierge Support Specialist\r\n Linden Lab\r\n\r\n\r\nSophieJeanneLaDouce Resident\r\nsaid about 14 hours ago\r\nHi Vix,\r\n\r\nThank you for the suggestion for troubleshooting.\r\n If I change "aetheraeternus@protonmail.com" to "aetheraeternus@gmail.com" then the error message goes away.\r\n(I don\'t have such a mail. I just simply changed the domain name to see what would happen per your suggestion.)\r\n\r\nIt appears to be rejecting the "protonmail.com" domain for some reason.\r\nI still see the "Hm... that email doesn\'t look quite right. Please try again." message.\r\n\r\nIt appears to be a legit bug from my perspective.\r\n\r\nHow do we solve this?\r\n\r\nThank you. :)\r\n\r\nVix Linden\r\nsaid 1 minute ago\r\nHello SophieJeanneLaDouce, \r\n\r\nI can direct you to our bug reporting system called JIRA , and our developers will take a look at the proton mail system reply. While our Support team is always happy to help, there are certain technical issues which can only be addressed via a development or engineering investigation.\r\n\r\nJIRA is a system designed to track, triage, and escalate bugs and system problems to our technical and design teams. System and program bugs or errors with the Second Life software, server function, or website can be reported in this fashion.\r\n\r\nFor more information on our JIRA system and process, please visit our Wiki and Knowledge Base for helpful tips, tutorials and procedures for submitting bugs and issues:\r\n\r\n JIRA: http://jira.secondlife.com\r\n Information about JIRA (Bug Tracker): http://wiki.secondlife.com/wiki/Bug_Tracker\r\n How to Report a Bug\r\n\r\n \r\nIn your report, please include as many details as possible about your problem:\r\n\r\n Which version of the client are you using? (This can be found in Help > About Second Life)\r\n Your computer specifications (from Help > About Second\r\n A description of the problem, explaining what you do / see / don\'t see, including any error messages\r\n Step-by-step directions on how to reproduce the return message.\r\n A screenshot of what you are seeing.\r\n\r\n\r\nIncluding this information with your report will help the bug tracking team address your issue quickly.\r\n\r\nBecause I cannot assist you directly in this regard, I\'m going to mark this case as Resolved. However, should you have any further questions about this process, you can reopen this ticket by simply replying to it, and I\'ll be happy to provide you with additional clarification.\r\n \r\nBest wishes,\r\n\r\nVix Linden\r\n\r\nSecond Life Support\r\nLinden Lab\r\n', 'ReOpened Count': 0.0, 'Severity': 'Unset', 'System': 'Website', 'Target Viewer Version': 'viewer-development', 'What just happened?': '1. I go to the secondlife.com web site.\r\n2. Click "SIGN UP".\r\n3. Put in a username.\r\n4. Put in a password.\r\n5. Put a valid existing email account with the domain "protonmail.com" \r\n\r\nI get: (a) an error message "Hm... that email doesn\'t look quite right. Please try again." underneath the input box, (b) a red error symbol on the right of the input box \r\n', 'What were you doing when it happened?': 'Trying to create a new account. ', 'What were you expecting to happen instead?': 'The email should be accepted.\r\n\r\nThis is a valid email address that can send and receive mail from a well-known credible Swiss mail hosting provider. \r\n', } ```
sl-service-account commented 3 years ago

mommypickles commented at 2021-10-15T12:08:12Z, updated at 2021-10-15T12:08:39Z

If I look at the web browser tools, it sends

 

POST https://join.secondlife.com/validate_password

 

with a body of:

 

email=aetheraeternus%40protonmail.com&password=This+is+a+test.&username=AetherAeternus&csrfmiddlewaretoken=OvWSZpd47GugZ23ryDhMZF4nrzmuDl3uyUNPDLCBQvFsP9VWrLRRVLB8mx1skg7O

 

or formatted more human-readable:

 

email=aetheraeternus@protonmail.com password=This is a test. username=AetherAeternus csrfmiddlewaretoken=OvWSZpd47GugZ23ryDhMZF4nrzmuDl3uyUNPDLCBQvFsP9VWrLRRVLB8mx1skg7O

 

and gets a 200 status back with the body:

 

{"errors": [ {"message": "Hm... that email doesn't look quite right. Please try again.", "component": "email"}

]}

 

 

sl-service-account commented 3 years ago

Shrike Linden commented at 2021-10-15T16:06:43Z

Hello! I'm sorry this is happening! It's definitely something we can look into; I think I know where that email error is coming from, but it needs further investigation. Thank you for the report!