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Unable to Authenticate

SystemSystem Member, NoReporting Posts: 178,019 Arc User
Thanks to all who've tried to help me but I'm stuck at the log in screen and still haven't been able to play yet. When I launch the application (as administrator), it brings up the initial log in screen where I'm to put in my account name and password. When I do, nothing happens but text appears at the bottom stating "UNABLE TO AUTHENTICATE" and cannot proceed.

I am using Windows 7 w/8G of RAM. I have 800GB room on my HD, McAffee firewall is allowing Star Trek Online full access and the nettest is fine in case this helps. I called tech support and they were very nice and tried but they had no immediate solution. Hoping maybe someone here has seen this and has ideas?

Thanks for any help.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Usually it's because the password or username is wrong... you probably know this but this is the only time I've seen it unless they are having server issues.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    It's the same name and password I use to log in to post here though, right?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    It should be. Don't quote me on that though. I don't work for Cryptic...
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    It would the same in most cases , but I have seen in some MMOs where the password works in logging on to the web /forums account page but not the game because for some reason the game accests a shorted password than the accountmaintenace/forum pages.

    Are you using one of the proxies in the launcher for your connection. Try it without it if you are. . Auth uses port 7004 . Sometime the porxies get over worked and needs the devs to kick it a bit.

    can you post the resutls of the nettest.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Just heard back from the support forum. Apparantly my system falls below the min. requirements but they didn't specifiy which is subpar. If I need more than this, I honestly can't afford to play this game I think.

    I have:

    Time of this report: 4/16/2010, 09:44:57
    Machine name: ENTERPRISE
    Operating System: Windows 7 Home Premium 64-bit (6.1, Build 7600) (7600.win7_rtm.090713-1255)
    Language: English (Regional Setting: English)
    System Manufacturer: Dell Inc.
    System Model: Inspiron 560
    BIOS: Default System BIOS
    Processor: Intel(R) Core(TM)2 Duo CPU E7500 @ 2.93GHz (2 CPUs), ~2.9GHz
    Memory: 8192MB RAM
    Available OS Memory: 8156MB RAM
    Page File: 1688MB used, 14623MB available
    Windows Dir: C:\Windows
    DirectX Version: DirectX 11
    DX Setup Parameters: Not found
    User DPI Setting: Using System DPI
    System DPI Setting: 96 DPI (100 percent)
    DWM DPI Scaling: Disabled
    DxDiag Version: 6.01.7600.16385 32bit Unicode
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    :eek:

    Call them or talk to them again and tell them to put a REAL TECHNICIAN on the phone or email thread instead of making up ******** answers. Your system is WAY above subpar.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I spoke to someone at Cryptic this morning, I was on hold almost an hour before they answered (57 mins). They were very nice tried very hard to help but weren't able to. I can't imagine what's not qualifying, it's a brand new PC and the only thing I've even installed so far is STO. I do wish I hadn't purchased the collecto's edition tho lol.

    Pegasus, below is my nettest. I've removed the IP address tho. I'm not sure if the info helps but I greatly apprecaite the time both you and Dooso have taken with me.

    Below are my nettest results:
    contacting nettest server..
    Local IP: XXXXXXX
    Ping: 93.9 msec
    Port: 80: 337 KB/sec 11 KB/sec 356 KB/sec 500
    Port: 80: 461 KB/sec 15 KB/sec 487 KB/sec 500
    Port: 443: 429 KB/sec 14 KB/sec 454 KB/sec 500
    Port: 443: 271 KB/sec 9 KB/sec 287 KB/sec 500
    Port: 7255: 331 KB/sec 11 KB/sec 350 KB/sec 500
    Port: 7255: 344 KB/sec 11 KB/sec 363 KB/sec 500
    Port: 7003: 309 KB/sec 10 KB/sec 326 KB/sec 500
    Port: 7003: 363 KB/sec 11 KB/sec 383 KB/sec 500
    Port: 7202: 349 KB/sec 11 KB/sec 368 KB/sec 500
    Port: 7202: 334 KB/sec 14 KB/sec 353 KB/sec 500
    Port: 7499: 383 KB/sec 12 KB/sec 405 KB/sec 500
    Port: 7499: 343 KB/sec 11 KB/sec 362 KB/sec 500
    Port: 80: 345 KB/sec 11 KB/sec 365 KB/sec 500
    Idle NIC bandwidth Send: 0 KB/sec Recv: 0 KB/sec
    hit return to exit
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Oh and I tried with both US and "none" proxies.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Unless ther referring to your graphic card as below specs (since I don't see it posted) you should be able to play.

    Your nettest looks good, a little low on the transfer rate (column 2 should be around 20) but not enough to be affecting you n the game.
    So unless something is blocking port 7004 specificly you should be able to get auth.

    You can try a could of things
    1. make sure IE is not set to work offline
    2. Clear the IE cache
    3. If you have less that IE 8 would suggest updating to IE8 incase there is a problem with MSHTML that the launcher uses. It is the only way to fix MSHTML except by reinstalling the OS.
    4. clear the DNS cache incase you have a bad DNS record. At the run or cammand prompt enter ipconfig /flushdns

    last thing we can try is do a sniffer capture of the packets while you are launching and trying to log in tot he game.

    if you want to go this route
    basicly you would down load a sniffer called wireshark (at www.wireshark.org) launch the wireshark and begin the capture then launch the game and try to log. then you would stop the capture and save it a file
    I would PM my email address and you could send me the file to look at to see if I can finding anything strange going on.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Pegasus, you're correct. The tech reply said my Intel(R) G45/G43 Express Chipset does not meet the minimal requirements for the game. Any ideas on what if anything I can do to upgrade?

    I would like to end with another thanks. The STO community has been absolutely outstanding in patience and help. I also appreciate tech support, it's not an easy job.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Well for the graphic card you would have to get a new one that meets the specks. I would also since you have that graphcis card check that the network drivers are up to date. (as the card should not be preventing you from authorizing.

    also look at milehighscott FAQ thread that has some very useful information that may help.

    http://forums.startrekonline.com/showthread.php?t=118737
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    Have you Tried and this will sound stupid typing your password in backwards this happened to me once and worked but has not happened since

    give it a go and see only take 30 secs
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I am getting this too, and I was logged into the game just a few hours before i started getting this error.

    I have checked everyting on my end, I am trying to figure out what the hell is going, oh and my Champions launcer is doing the same. (same codebase so i would expect this)

    If anyone has an idea this would be great, I have opened a ticket online, but dont expect much from it.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I would be willing to upgrade the graphics card certainly. However if my graphics card now only prevents gameplay but doesn't impact logging in, I'll be back to square one and I've already spent $80 just buying the game.

    I've spent dozens of hours on this now, from nearly 2 hours on the phone with tech support to 7 emails to tech support and all of the kind responses from you good people. I've logged in to my account section at the website and changed my PW hoping that might trigger something but still no results. Whatever I do I'm still "Unable to authenticate"

    I just don't have any more patience or time to spend trying to log in to a game. I'm going to end my account today so I don't forget in 3 weeks.

    Thanks to you all again for your attempts at helping me. I wish you all the best in your gameplay.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited April 2010
    I think my issues may be ISP related, I can can connect to LOTRO (a lifer there too).

    I cannot however connect to Auth or Patching severs for STO despite being able to look them up in DNS (flushed ny DNS to be sure).

    So i decided to give my sniffin skills a workout (Computer Eng) decide to download wireshark only to get a time out connecting to www.wireshark.org (oddly I can connect to www.msn.com but not health.msn.com)

    I used an open proxy that i know about to download wireshark and disabled the proxy.

    It would seem that from the URLs i noted I am not getting any responses. (do on the websites via a proxy, still a no go for STO)
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