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  1. Phoenix Viewer (Inactive)
  2. PHOE-2758

MASTER JIRA for "second life cannot be accessed from this computer" - PLEASE LINK ALL ISSUES HERE

    Details

    • Type: Bug
    • Status: Closed
    • Priority: Major
    • Resolution: Out of Scope
    • Affects Version/s: None
    • Fix Version/s: None
    • Labels:
      None
    • SL Avatar Name:
      Ed Merryman

      Description

      Upon logging in users are getting "second life cannot be accessed from this computer" even though there is no valid reason.
      Please attempt to login with Phoenix, and then attach a log here. Hopefully we can get this sorted out soon.
      In its default location, the logs folder is hidden on most OSs. To find it, you will need to show hidden folders.
      Find the Phoenix settings folder:
      o Windows XP: C:\Documents and Settings[YOUR USERNAME]\Application Data\SecondLife\
      o Windows Vista: C:\Users[USERNAME]\AppData\Roaming\SecondLife\
      o Windows 7: C:\Users[USERNAME]\AppData\Roaming\SecondLife\
      o Mac: /Users/[YOUR USERNAME]/Library/Application Support/SecondLife/
      o linux: ~/.secondlife/
      This folder contains a folder called Logs (or logs on linux). Compress all the files in that folder:
      o Windows.. right click on the folder, send to , compressed zip file
      o Mac: Right-click or control-click on the logs folder, select Compress "Logs"
      o Linux: tar -cjvf "Phoenix_logs.tar.bz2" ~/.secondlife/logs/
      Attach the compressed file to the JIRA by going to the <MORE ACTIONS> button at the top of the JIRA page and select "Attach File"

      1. PhoenixViewer.log
        40 kB
        Xari Yuitza
      2. PhoenixViewer.log
        59 kB
        Velvet Mynx
      3. PhoenixViewer.txt
        41 kB
        Evory Daehlie

        Issue Links

          Activity

          Hide
          kadahcoba Kadah Coba added a comment -

          %appdata%\SecondLife works on any version of windows.

          Show
          kadahcoba Kadah Coba added a comment - %appdata%\SecondLife works on any version of windows.
          Hide
          lexihamaski Lexi Hamaski added a comment -

          Having the issues logging in on this computer but not others.

          Show
          lexihamaski Lexi Hamaski added a comment - Having the issues logging in on this computer but not others.
          Show
          whirly.fizzle Whirly Fizzle added a comment - http://community.secondlife.com/t5/forums/searchpage/tab/message?filter=location&location=Category%3AAnswers&q=Second+Life+cannot+be+accessed
          Hide
          velvet.mynx1@gmail.com Velvet Mynx added a comment -

          Upon login i recieve the "Secondlife cannot be accessed from this computer" error.

          Show
          velvet.mynx1@gmail.com Velvet Mynx added a comment - Upon login i recieve the "Secondlife cannot be accessed from this computer" error.
          Hide
          pudenta Pudenta Magic added a comment -

          Thank you, Rachel and Velvet!!!

          Show
          pudenta Pudenta Magic added a comment - Thank you, Rachel and Velvet!!!
          Hide
          pudenta Pudenta Magic added a comment -

          Attached logs from PHOE-2759

          Show
          pudenta Pudenta Magic added a comment - Attached logs from PHOE-2759
          Hide
          kadahcoba Kadah Coba added a comment -

          If you have this issue, please tell me the fallowing:

          Does this happen on just one account or any?
          Is it just on Phoenix or does it effect other viewers on that computer as well? Firestorm? Viewer2? Imp? Viewer 1.23?

          Show
          kadahcoba Kadah Coba added a comment - If you have this issue, please tell me the fallowing: Does this happen on just one account or any? Is it just on Phoenix or does it effect other viewers on that computer as well? Firestorm? Viewer2? Imp? Viewer 1.23?
          Hide
          lexihamaski Lexi Hamaski added a comment -

          It finally let me log into SL on my computer! It was happening with all viewers... I have Phoenix & Viewer 2 regular and beta and Emergence. I couldnt log in all day using my name or my bf's, but could log in on his computer and access SL.

          Show
          lexihamaski Lexi Hamaski added a comment - It finally let me log into SL on my computer! It was happening with all viewers... I have Phoenix & Viewer 2 regular and beta and Emergence. I couldnt log in all day using my name or my bf's, but could log in on his computer and access SL.
          Hide
          miro.collas Miro Collas added a comment -

          Logs of Shinigami Death attached, from PHOE-2764

          Show
          miro.collas Miro Collas added a comment - Logs of Shinigami Death attached, from PHOE-2764
          Hide
          whirly.fizzle Whirly Fizzle added a comment -
          Show
          whirly.fizzle Whirly Fizzle added a comment - Reports of the same from Viewer 2 users https://jira.secondlife.com/browse/VWR-25428 https://jira.secondlife.com/browse/VWR-25425
          Hide
          oz.linden Oz Linden (Scott Lawrence) added a comment -

          A change has been made on the server side that should resolve many of these problems.

          Show
          oz.linden Oz Linden (Scott Lawrence) added a comment - A change has been made on the server side that should resolve many of these problems.
          Hide
          pudenta Pudenta Magic added a comment -

          Thank you, Oz!!!

          Show
          pudenta Pudenta Magic added a comment - Thank you, Oz!!!
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Thanks Oz!

          Anyone still having a problem with this?

          Show
          whirly.fizzle Whirly Fizzle added a comment - Thanks Oz! Anyone still having a problem with this?
          Hide
          buffy Bufferty Jewell added a comment -

          This is the message when I tried to access SL using the Phoenix Viewer - "Second Life cannot be accessed from this computer. If you feel this is an error please contact support@seconlife.com"

          I was able to access SL using Phoenix Viewer yesterday without any problems and today I tried to log onto SL and received the above message. I contacted the Phoenix Support Group in world and was sent a notecard to attach the logs folder to this JIRA.

          Please Help!! Thanks

          Show
          buffy Bufferty Jewell added a comment - This is the message when I tried to access SL using the Phoenix Viewer - "Second Life cannot be accessed from this computer. If you feel this is an error please contact support@seconlife.com" I was able to access SL using Phoenix Viewer yesterday without any problems and today I tried to log onto SL and received the above message. I contacted the Phoenix Support Group in world and was sent a notecard to attach the logs folder to this JIRA. Please Help!! Thanks
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Buff, can you please login with LL's Viewer 2 release & see if the same happens please.
          If so, you need to contact LL asap as your computer has been hardware banned, most likley in error. I still see your name in search.

          Show
          whirly.fizzle Whirly Fizzle added a comment - Buff, can you please login with LL's Viewer 2 release & see if the same happens please. If so, you need to contact LL asap as your computer has been hardware banned, most likley in error. I still see your name in search.
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Bufferty, Can you try logging in again now please? We just heard from LL that your issue should be fixed.

          Show
          whirly.fizzle Whirly Fizzle added a comment - Bufferty, Can you try logging in again now please? We just heard from LL that your issue should be fixed.
          Hide
          autumnjestyr Autumn Jestyr added a comment -

          I'm having this issue. I was able to log in fine yesterday. I logged out for the night now i cannot log in. i tried with phoenix and with viewer 1. I have cleared my DNS cache, my client caches, I have cleaned my logs of all but the log and settings files, I have lowered my settings from mid to low and I have restarted 4 times. I called LL billing and I was told I wasn't banned there is nothing wrong with my account. ;-; I also turned off my Modem for 10 mins and then turned it back on. so I think I've done all there is to do.

          Show
          autumnjestyr Autumn Jestyr added a comment - I'm having this issue. I was able to log in fine yesterday. I logged out for the night now i cannot log in. i tried with phoenix and with viewer 1. I have cleared my DNS cache, my client caches, I have cleaned my logs of all but the log and settings files, I have lowered my settings from mid to low and I have restarted 4 times. I called LL billing and I was told I wasn't banned there is nothing wrong with my account. ;-; I also turned off my Modem for 10 mins and then turned it back on. so I think I've done all there is to do.
          Hide
          autumnjestyr Autumn Jestyr added a comment -

          Here be my logs. ;-;

          Show
          autumnjestyr Autumn Jestyr added a comment - Here be my logs. ;-;
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Thanks Autumn.
          We will try to get LL to resolve this ASAP

          Show
          whirly.fizzle Whirly Fizzle added a comment - Thanks Autumn. We will try to get LL to resolve this ASAP
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          For reference: SUP-3891 .
          Avatar Name: jana Ishtari

          Show
          whirly.fizzle Whirly Fizzle added a comment - For reference: SUP-3891 . Avatar Name: jana Ishtari
          Hide
          autumnjestyr Autumn Jestyr added a comment -

          i tried to view but it says i cannot.

          Show
          autumnjestyr Autumn Jestyr added a comment - i tried to view but it says i cannot.
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Oh that was just for our reference Autumn. Support JIRAS are private.

          Show
          whirly.fizzle Whirly Fizzle added a comment - Oh that was just for our reference Autumn. Support JIRAS are private.
          Hide
          jana ishtari jana clinton added a comment -

          this is the log file for jana ishtari

          Show
          jana ishtari jana clinton added a comment - this is the log file for jana ishtari
          Hide
          autumnjestyr Autumn Jestyr added a comment -

          Fixed. Ty for the help I very much appreciate it<3

          Show
          autumnjestyr Autumn Jestyr added a comment - Fixed. Ty for the help I very much appreciate it<3
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Good news Autumn.
          Jana, Are you able to login now also?

          Show
          whirly.fizzle Whirly Fizzle added a comment - Good news Autumn. Jana, Are you able to login now also?
          Hide
          sunset.faulkes Sunset Faulkes added a comment -

          Bonjour Bebert,

          Dommage que tu ne donnes pas ton nom d'avatar ... es-tu dans le groupe francophone ? Tu peux le joindre ici dans SL : secondlife:///app/group/e2ba45d0-63e6-f1d4-565a-e0d9aab18cab/about
          Je recommande une réinstallation propre de Phoenix Le blog français explique avec précision comment procéder.
          Si tu es sur Mac, tu trouveras ici le mode d'emploi http://phoenixviewersupfroff.blogspot.com/2010/12/installation-propre-pour-mac.html
          Si tu es sur PC, c'est par ici http://phoenixviewersupfroff.blogspot.com/2010/12/installation-propre-tout-viewer-et.html
          SI tu dois refaire un commentaire ici, n'oublie pas de coller tes informations système et d'indiquer la version de ton viewer, ainsi que le nom de ton avatar SL.
          Si cela ne règle pas le problème, essaie ceci : clique droit sur l'icône Phoenix de ton bureau, et choisis " Exécuter en tant qu'administrateur".

          Show
          sunset.faulkes Sunset Faulkes added a comment - Bonjour Bebert, Dommage que tu ne donnes pas ton nom d'avatar ... es-tu dans le groupe francophone ? Tu peux le joindre ici dans SL : secondlife:///app/group/e2ba45d0-63e6-f1d4-565a-e0d9aab18cab/about Je recommande une réinstallation propre de Phoenix Le blog français explique avec précision comment procéder. Si tu es sur Mac, tu trouveras ici le mode d'emploi http://phoenixviewersupfroff.blogspot.com/2010/12/installation-propre-pour-mac.html Si tu es sur PC, c'est par ici http://phoenixviewersupfroff.blogspot.com/2010/12/installation-propre-tout-viewer-et.html SI tu dois refaire un commentaire ici, n'oublie pas de coller tes informations système et d'indiquer la version de ton viewer, ainsi que le nom de ton avatar SL. Si cela ne règle pas le problème, essaie ceci : clique droit sur l'icône Phoenix de ton bureau, et choisis " Exécuter en tant qu'administrateur".
          Hide
          chrish86 Alan Carr added a comment -

          Currently having issues logging in using this computer and all recommended viewers; receiving the message "Second Life cannot be accessed from this computer". However, I am able to log in using a friends laptop.

          A support ticket has also been created on the second life website.

          Logs for Phoenix have been attached

          Show
          chrish86 Alan Carr added a comment - Currently having issues logging in using this computer and all recommended viewers; receiving the message "Second Life cannot be accessed from this computer". However, I am able to log in using a friends laptop. A support ticket has also been created on the second life website. Logs for Phoenix have been attached
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Any news back from LL on your issue Chris?

          Show
          whirly.fizzle Whirly Fizzle added a comment - Any news back from LL on your issue Chris?
          Hide
          astarte Astarte Artaud added a comment -

          Using new firestorm Beta. After 2 days struggling I have given up with FS. 50% of time I am getting dns failure on login, but only with firestorm all other viewers can connect with no problems. also finding firestorm very slow to login (taking ages "loading fonts"), and then not all modules (especially music and media) will complete loading and remain unavailable till an attempted relog may sometimes cure. also bridge often not found. was completely clean install etc; so for the time being it is back to Phoenix for reliability, until you come up with a new upgrade version.

          Show
          astarte Astarte Artaud added a comment - Using new firestorm Beta. After 2 days struggling I have given up with FS. 50% of time I am getting dns failure on login, but only with firestorm all other viewers can connect with no problems. also finding firestorm very slow to login (taking ages "loading fonts"), and then not all modules (especially music and media) will complete loading and remain unavailable till an attempted relog may sometimes cure. also bridge often not found. was completely clean install etc; so for the time being it is back to Phoenix for reliability, until you come up with a new upgrade version.
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Hi Astarte,

          Please can you file a Support ticket here for your issue as we can fix you. The DNS failure on login will happen on all V2 based viewers if you are using certain antivirus software running with real time scans...Avast & F secure are the main culprets here. I can give you more detailed help if I know what antivirus you are using.

          Also, the hanging at loading fonts, you have an ATI card? If so, ATI catalyst settings go to Catalyst > 3D and set Catalyst AI to Standard. Having that setting wrong can cause your loading fonts issue.

          Show
          whirly.fizzle Whirly Fizzle added a comment - Hi Astarte, Please can you file a Support ticket here for your issue as we can fix you. The DNS failure on login will happen on all V2 based viewers if you are using certain antivirus software running with real time scans...Avast & F secure are the main culprets here. I can give you more detailed help if I know what antivirus you are using. Also, the hanging at loading fonts, you have an ATI card? If so, ATI catalyst settings go to Catalyst > 3D and set Catalyst AI to Standard. Having that setting wrong can cause your loading fonts issue.
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          @ Evory Daehlie

          I saw you attatched a logfile here but left no comment.
          Are you having the problem described in this issue?

          Show
          whirly.fizzle Whirly Fizzle added a comment - @ Evory Daehlie I saw you attatched a logfile here but left no comment. Are you having the problem described in this issue?
          Hide
          whirly.fizzle Whirly Fizzle added a comment -

          Closing this issue as its filed against a very old version.
          If this issue still occurs on version 1691, please file a new JIRA issue.

          Please note: There are no plans to update Phoenix viewer at this time.
          Thank you.

          Show
          whirly.fizzle Whirly Fizzle added a comment - Closing this issue as its filed against a very old version. If this issue still occurs on version 1691, please file a new JIRA issue. Please note: There are no plans to update Phoenix viewer at this time. Thank you.

            People

            • Assignee:
              Unassigned
              Reporter:
              edmerryman Ed Merryman
            • Votes:
              0 Vote for this issue
              Watchers:
              7 Start watching this issue

              Dates

              • Created:
                Updated:
                Resolved: