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[BUG-11108] Unable to log in #1356

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sl-service-account opened this issue Jan 3, 2016 · 5 comments
Closed

[BUG-11108] Unable to log in #1356

sl-service-account opened this issue Jan 3, 2016 · 5 comments

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@sl-service-account
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sl-service-account commented Jan 3, 2016

Steps to Reproduce

Trying to log in

Actual Behavior

I am using Firestorm 4.7.5 (47975) Nov 9 2015 18:48:20 (Firestorm-Releasex64) with OpenSimulator support
I was directed from Firestorm Support to submit a jira here too, I have already submitted one in Firestorm jira.

When I try to log in it starts normally showing "Logging in" then it writes "Updating friends list" and it fails to log is showing the message "Login failed. Despite our best efforts, something unexpected has gone wrong etc etc"
I have tried to log in to many different regions, even the Firestorm Hippo Hollow

After consulting with the Firestorm Support Group chat I submit a jira including the log files (the ones I saw were modified the time I tried to log in)

PS1
This account has around 75-80 friends and when I logged off last time I wasn't wearing any tag of any group.

PS2
I have another account to which I can log in just fine (though the other account has only 5-6 friends). So it is not an issue of firewall or antivirus or computer settings.

Expected Behavior

To log in

Other information

Attachments

Original Jira Fields
Field Value
Issue BUG-11108
Summary Unable to log in
Type Bug
Priority Unset
Status Closed
Resolution Contact Support
Reporter nikkiadore (nikkiadore)
Created at 2016-01-03T03:16:13Z
Updated at 2016-01-04T18:12:30Z
{
  'Business Unit': ['Platform'],
  'Date of First Response': '2016-01-03T06:52:42.008-0600',
  'ReOpened Count': 0.0,
  'Severity': 'Unset',
  'System': 'SL Viewer',
  'Target Viewer Version': 'viewer-development',
  'What just happened?': 'I am using Firestorm 4.7.5 (47975) Nov  9 2015 18:48:20 (Firestorm-Releasex64) with OpenSimulator support\r\nI was directed from Firestorm Support to submit a jira here too, I have already submitted one in Firestorm jira.\r\n\r\nWhen I try to log in it starts normally showing "Logging in" then it writes "Updating friends list" and it fails to log is showing the message "Login failed. Despite our best efforts, something unexpected has gone wrong etc etc"\r\nI have tried to log in to many different regions, even the Firestorm Hippo Hollow\r\n\r\n After consulting with the Firestorm Support Group chat I submit a jira including the log files (the ones I saw were modified the time I tried to log in)\r\n\r\nPS1\r\n This account has around 75-80 friends and when I logged off last time I wasn\'t wearing any tag of any group.\r\n\r\nPS2\r\n I have another account to which I can log in just fine (though the other account has only 5-6 friends). So it is not an issue of firewall or antivirus or computer settings.',
  'What were you doing when it happened?': 'Trying to log in',
  'What were you expecting to happen instead?': 'To log in',
}
@sl-service-account
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Whirly Fizzle commented at 2016-01-03T12:52:42Z

Heya Nikki,

There have been lots of other people reporting this account specific "Updating Friends List..." login error which started around last Tuesday.
See BUG-11032 & the linked issues.

Because this is an account specific problem, the best thing to do is to file a support ticket directly with Linden Lab support at https://support.secondlife.com/create-case/.
Hopefully support will be able to fix this for you.
If support cannot fix it, they will send you back to the JIRA (here).
Be sure to make it clear to support that only one of your accounts is affected, that you have the "Updating Friends List..." login error & point them to issue https://jira.secondlife.com/browse/BUG-11032.

Thanks for attaching your logs.
It shows the same transform failure as everyone else with this bug.

newview/llxmlrpclistener.cpp(372) : 2016-01-03T02:43:18Z INFO:#LLXMLRPCListener Poller::poll: login_to_simulator result from https://login.agni.lindenlab.com/cgi-bin/login.cgi: status Complete, errorcode OK ((done))
newview/lllogininstance.cpp(775) : 2016-01-03T02:43:18Z INFO: LLLoginInstance::handleIndeterminate: LLLoginInstance::handleIndeterminate Updating friends list.
newview/llxmlrpclistener.cpp(327) : 2016-01-03T02:43:18Z INFO:#LLXMLRPCListener Poller::Poller: transform request sent to https://login.agni.lindenlab.com/cgi-bin/transform.cgi
newview/llxmlrpctransaction.cpp(479) : 2016-01-03T02:43:20Z WARNING: LLXMLRPCTransaction::Impl::process: LLXMLRPCTransaction XMLRPC error -32700: parse error. not well formed.

error occurred at line 1, column 49, byte index 49
newview/llxmlrpctransaction.cpp(483) : 2016-01-03T02:43:20Z WARNING: LLXMLRPCTransaction::Impl::process: LLXMLRPCTransaction request URI: https://login.agni.lindenlab.com/cgi-bin/transform.cgi
newview/llxmlrpclistener.cpp(372) : 2016-01-03T02:43:20Z INFO:#LLXMLRPCListener Poller::poll: transform result from https://login.agni.lindenlab.com/cgi-bin/transform.cgi: status XMLRPCError, errorcode OK (Despite our best efforts, something unexpected has gone wrong.

Please check status.secondlifegrid.net to see if there is a known problem with the service.
If you continue to experience problems, please check your network and firewall setup.)

@sl-service-account
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Whirly Fizzle commented at 2016-01-03T14:03:39Z

Nikki's support case: https://support.secondlife.com/case-details/02257315/

@sl-service-account
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nikkiadore commented at 2016-01-03T14:12:43Z

Thank you Whirly :)

@sl-service-account
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nikkiadore commented at 2016-01-04T09:14:33Z, updated at 2016-01-04T09:41:48Z

Just something that passed my mind... my alt account that can log in has friends that their names have only latin characters, while this account that has the problem has friends with Unicode and non-Unicode characters in their names. Might this be relevant?

@sl-service-account
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Alexa Linden commented at 2016-01-04T18:12:27Z

Thank you for your report. If you are experiencing this issue, please contact support https://support.secondlife.com/ and let them know you have Friends List Login Failure. They should be able to fix your account. This needs to be done via support.

Thank you!

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