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Unable to authenticate repeatedly but website logs in fine?

SystemSystem Member, NoReporting Posts: 178,019 Arc User
It's for both games and both websites, but since I discovered it on STO I will post it here. Can somebody help me? I've exhausted all possible ideas. Seems like a stupid reason to make a thread, I know.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    assuming you have not already solved it.

    most people fall down because they have the caplocks on or number lock or something. always best to check that.

    and if you select remember user name check box for example. make sure that is still spelt correctly and not accidentally changed at some point. i did that once as i had the username checked, accidentally added a letter on the end of it somehow and wondered why my password was wrong. as the usernames was already there i did not bother to check it straight away.

    otherwise i dont know. if you can enter your user name and password in correctly for the website fine then there should be no reason that it would not work on the launcher.

    just take it slowly and retype it in. sometime when people make a mistake typing they start to panic thinking something is wrong and then keep typing it wrong.

    worst case, log in to the atari help page and raise a ticket and see what they say but im more inclined to think its something on your with your keyboard than the system not working.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    I'm having this issue today, too. Logged out on the site and logged back in to make sure that indeed my account hadn't been compromised by someone else. And yeah, if it's a typo problem I'm on an amazing typo streak. :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    More Input Needed.

    You say you cannot log in. Why? What happens? What can you see on your screen? What have you tried? What information can you give us?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    At least for me, I start up the launcher, it brings up the "Account Name" and "Password" fields with my (correct) account name filled in. Put in the password, click Submit, and after a short while it puts the "Unable to authenticate:" message at the bottom left of the window. I tried restarting the program, but that didn't make a difference. Usually it's just the sort of thing I'd ignore and see if it fixes itself after a while, but I saw someone else here was running into the same thing.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    Some things to check:

    Have you installed any new firewalls on your system or in your network (including software firewalls on your system or a home router on your network) and does Windows Firewall have the launcher on its "allowed to use the Internet" list. In windows 7 you can sometimes accidentally click "deny" when it asks you.

    Have you changed the proxy settings in the launcher options lately?

    Do you generally have a good connection (low ping, and consistent performance) with Crytpic's game? If its an especially slow "time" for your ISP, login failures can happen, the launcher is much less tolerant of lag or poor connections than the website.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    Interesting. *just returned from her first morning meetings* Our guys at NetOps also noticed players losing connection, but we didn't get any alarms that our servers were having a problem. Right now we're thinking an ISP is working on connections that may cause this.

    Could those of you who still have problems or who had this problem post their provider, please? We want to try and see if we can track down what's happening.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    At least for me, I start up the launcher, it brings up the "Account Name" and "Password" fields with my (correct) account name filled in. Put in the password, click Submit, and after a short while it puts the "Unable to authenticate:" message at the bottom left of the window. I tried restarting the program, but that didn't make a difference. Usually it's just the sort of thing I'd ignore and see if it fixes itself after a while, but I saw someone else here was running into the same thing.

    run nettest to be sure you are not being blocked on ports 7000-7500
    the authserver uses either port 7003 or 7004 (don't remember off hand which one)

    Nettest:
    Go to http://files.champions-online.com/nettest.exe
    Download this file and run it
    A command prompt should appear running the test automatically

    For good connections, column 1 and 3 have values around 500 kb/sec (outgoing/incoming), column 2 has values around 20 kb/sec (transfer rate). If the values in these columns is less than what is expected you may have filtering or blocked ports either on your personal network or from your ISP.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    I think I found my problem, or at least it seems like a big coincidence: looks like CrypticError was uploading crash dump information in the background. When that completed, login worked fine.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    I can't launch the game either. The launcher just has a dialog box which says "Trying to update the launcher. Please be patient. Tried connecting 1 time." When I try launching the game directly and log in it times out connecting to the account server.

    Have restarted my computer. Below is the net test.


    contacting nettest server..

    Ping: 93.8 msec
    Port: 80: 406 KB/sec 15 KB/sec 431 KB/sec 500
    Port: 80: 604 KB/sec 20 KB/sec 638 KB/sec 500
    Port: 443: 612 KB/sec 24 KB/sec 651 KB/sec 500
    Port: 443: 129 KB/sec 6 KB/sec 137 KB/sec 500
    Port: 7255: 617 KB/sec 24 KB/sec 656 KB/sec 500
    Port: 7255: 619 KB/sec 23 KB/sec 658 KB/sec 500
    Port: 7003: 618 KB/sec 27 KB/sec 660 KB/sec 500
    Port: 7003: 613 KB/sec 25 KB/sec 653 KB/sec 500
    Port: 7202: 611 KB/sec 24 KB/sec 651 KB/sec 500
    Port: 7202: 617 KB/sec 24 KB/sec 657 KB/sec 500
    Port: 7499: 610 KB/sec 24 KB/sec 650 KB/sec 500
    Port: 7499: 617 KB/sec 24 KB/sec 656 KB/sec 500
    Port: 80: 585 KB/sec 22 KB/sec 621 KB/sec 500
    Idle NIC bandwidth Send: 1 KB/sec Recv: 1 KB/sec
    hit return to exit



    I had to change to the EU server proxy a couple weeks ago because of terrible lag. Haven't logged in since last weekend.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    I can't launch the game either. The launcher just has a dialog box which says "Trying to update the launcher. Please be patient. Tried connecting 1 time." When I try launching the game directly and log in it times out connecting to the account server.

    Have restarted my computer. Below is the net test.


    contacting nettest server..

    Ping: 93.8 msec
    Port: 80: 406 KB/sec 15 KB/sec 431 KB/sec 500
    Port: 80: 604 KB/sec 20 KB/sec 638 KB/sec 500
    Port: 443: 612 KB/sec 24 KB/sec 651 KB/sec 500
    Port: 443: 129 KB/sec 6 KB/sec 137 KB/sec 500
    Port: 7255: 617 KB/sec 24 KB/sec 656 KB/sec 500
    Port: 7255: 619 KB/sec 23 KB/sec 658 KB/sec 500
    Port: 7003: 618 KB/sec 27 KB/sec 660 KB/sec 500
    Port: 7003: 613 KB/sec 25 KB/sec 653 KB/sec 500
    Port: 7202: 611 KB/sec 24 KB/sec 651 KB/sec 500
    Port: 7202: 617 KB/sec 24 KB/sec 657 KB/sec 500
    Port: 7499: 610 KB/sec 24 KB/sec 650 KB/sec 500
    Port: 7499: 617 KB/sec 24 KB/sec 656 KB/sec 500
    Port: 80: 585 KB/sec 22 KB/sec 621 KB/sec 500
    Idle NIC bandwidth Send: 1 KB/sec Recv: 1 KB/sec
    hit return to exit



    I had to change to the EU server proxy a couple weeks ago because of terrible lag. Haven't logged in since last weekend.

    does not look like your ports are being blocked. I would check
    1. that the launcher and gameclient is still being alowed access to the net by your firewall and antivirus programs (sometime they reflag a patched program as new)
    2. if using win7 or vistat the launcher and gamecleint is still set to run as admin.
    3. make sure IE browser is not set to work off line or have it's internet option communicatiopns tab lan setting set to use a proxy,
    4. if using teamviewer that it is shutdown.

    also include a tracert patchserver.crypticstudios.com that WishStone has requested.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    1. Can't see any issues.

    2. Checked that. Went and right click 'run as' just in case.

    3. . Don't use IE but just checked and its online.

    4. Don't know what that is.

    My ISP is BT which I haven't had any issues with for a few years but its time to change because I have had some connection issues in the past few weeks but nothing recent and other games are working okay.

    How do I do the tracert?

    Thanks.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    At least for me, I start up the launcher, it brings up the "Account Name" and "Password" fields with my (correct) account name filled in. Put in the password, click Submit, and after a short while it puts the "Unable to authenticate:" message at the bottom left of the window. I tried restarting the program, but that didn't make a difference. Usually it's just the sort of thing I'd ignore and see if it fixes itself after a while, but I saw someone else here was running into the same thing.
    This is exactly what happens to me, but grats on solving your problem.
    Some things to check:

    Have you installed any new firewalls on your system or in your network (including software firewalls on your system or a home router on your network) and does Windows Firewall have the launcher on its "allowed to use the Internet" list. In windows 7 you can sometimes accidentally click "deny" when it asks you.

    Have you changed the proxy settings in the launcher options lately?

    Do you generally have a good connection (low ping, and consistent performance) with Crytpic's game? If its an especially slow "time" for your ISP, login failures can happen, the launcher is much less tolerant of lag or poor connections than the website.
    Nothing has changed at all except that i checked to not download in the background, and I'm on XP. I got throttled recently (4g acts like 3g even when it says 4g), but until yesterday I've had no problems loging into the launcher even on 3g tether.
    WishStone wrote:
    Interesting. *just returned from her first morning meetings* Our guys at NetOps also noticed players losing connection, but we didn't get any alarms that our servers were having a problem. Right now we're thinking an ISP is working on connections that may cause this.

    Could those of you who still have problems or who had this problem post their provider, please? We want to try and see if we can track down what's happening.
    My provider is Tmobile. Tethering 3g via USB.

    Going to check if it has sorted itself out yet. I'm missing the PTS event on champs because of this!

    EDIT: Looks fine for now. Off to patch. Watch me miss it anyway because 3g is as slow as a tortice.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited June 2011
    Working okay this morning. Finally got past the "Trying to update launcher..." after 5 secs.
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