Does anyone else get the runaround from tech support?

I just can't even believe this is happening to me...

Hello,

Thanks for your inquiry.

In order to diagnose the problem, I will need to look at the log file generated by Second Life during its inital startup phase.

The file is labeled Secondlife.log and is usually located in the C:\Documents and Settings\(your user name)\Application Data\SecondLife\logs folder on your hard drive.

If it does not appear in that directory, you will need to turn on hidden file types. To do so, please select the "Tools" option at the top of your open folder, then select "Folder Options." Next, click the "View"
tab and select "Show Hidden Files."

Please respond to this issue by attaching the file so I can more closely examine the problem.


I would also like to look into your issue a bit further by having a look at your dxdiag.

To get a copy of your dxdiag, open your Start Menu, choose "Run...", type "dxdiag" (without the quotes) in the text field, and click OK.
This will bring up another window. At the bottoom of the window will be a button that says "Save All Information". Click that, and save it to a location that will be convenient for you to get to to email it.

The file will be called DxDiag.txt. Please attach that to your response.

I SENT ALL FILES REQUESTED.

Hello,

Thanks for writing. Try these steps to resolve your login difficulties:

1) Open c:\Documents and Settings\(yourusername)\Local Settings and delete the contents of your Temp folder.
2) Open c:\Documents and Settings\(yourusername)\Application Data\Second Life and delete the contents of the Cache folder.
3) Uninstall Second Life using the Add/Remove Programs tool in your Windows Control Panel.
4) Visit http://secondlife.com/download and download and install the latest release.

If you cannot see the files or folders, go to the Tools menu, choose Options, go to the View tab, and select "Show Hidden Files and Folders".

Hope this helps!

MY RESPONSE:

No dice.

LL:

Hello,

Thank you for your reply.

Please follow the instructions below to provide us with another form of log file:

1) Click on the Start button and chose Run...
2) In the Open box, enter dxdiag and click OK.
3) When DirectX Diagnostic Tool appears, click on the "Save All Information" button.
4) Save the text file to your desktop, and attach it with your reply.

We look forward to resolving your issue.

MY RESPONSE:

I did all of this and it still doesn't work. Seems to get hung up during "precaching". I just tried to log in and got a completely gray screen.

LL:

Hello,

Thank you for your inquiry.

Your log files are indicative of a network problem. The most likely cause is a firewall or other networking equipment or software blocking Second Life's connection.

If you are running a firewall or firewall/internet security software, you may have to reconfigure or disable it to play Second Life.

Specifically, you need to make both UDP and TCP connections, inbound and outbound, on network ports 12020 - 13050. If that range seems to be large, you can limit it to 12020 - 12050 and 13000 - 13050.

However, some applications require that you open the firewall administration and allow full access to the Second Life application.

You can find more information about configuring your firewall here:
http://secondlife.com/tiki/tiki-index.php?page=TechConfigFirewall

Also, some firewalls will try to bring up a pop-up to ask you if you want to allow access. This will happen after each update. If you are running full-screen, the pop-up may not come up, and the firewall, at the same time, won't allow the program to go any further. In some cases, this can cause computer lock-ups.

I would recommend running SL in windowed mode the first time it's run after each update. This will allow the pop-up to come up, so you can tell the firewall to grant access to SL, and avoid a lock-up problem.

Please let us know if you require further assistance.

MY RESPONSE:

I don't think so. I can access my husband's account with no problem.

LL:

Hello,

Just to be certain we are covering all the bases, please be sure your firewall/router is configured as explained here:
http://secondlife.com/tiki/tiki-index.php?page=TechConfigFirewall

If this does not resolve the issue, please try detaching all objects from your avatar, as there have been issues reported with some objects since the patch.

If this still does not resolve the issue, please go into the Graphics Detail tab of your Preferences menu, and uncheck Avatar Vertex Program under the Shaders section.

Please reply with your results, along with a new copy of your log file if the issue has not been resolved.


MY RESPONSE: (keep in mind, I've also conversed by phone with LL techs)

As I have stated many, many, many, many, many, many, many, many, many, many, many, many times, it's not a firewall problem. I am able to log in using my husband's account with no problems whatsoever.

Now, here's the sixty-four thousand-dollar question: If I'm not able to see my avatar, maneuver it, or otherwise connect with it, how do you suppose I'll be able to detach anything? If you have the answer to that, I'm all ears.

The "avatar vertex" has been and will remain unchecked, unless otherwise instructed.

LL:

Hello,

Thank you for your reply.

It's clear that something is interfering with your ability to connect to Second Life.

A link to a useful program (WinMTR) for tracking down the source of problems with connecting to Second Life, along with instructions, can be found here:
https://secondlife.com/tiki/tiki-index.php?page=Experiencing%20packet%20loss

If you have trouble interpreting the logs from WinMTR, please get back to us with these logs and we will see where the problem comes from.

MY RESPONSE:

I just spent two hours online with my alternate avatar. Now tell me it's a network problem.

LL:

Greetings,

If your running multiple computers in the household please make sure you have read the following:

https://secondlife.com/tiki/tiki-index.php?page=Problems%20with%20multiple%20computers%20on%20one%20connection

Also try changing your location to rule out a possible issue with the area you are in.

https://secondlife.com/tiki/tiki-index.php?page=TechLoginLocation

If your able to log into your alt without issue and neither of these 2 issues above resolve it for your main character this highly suggests an issue with an inventory item and will then be passed to QA at that point and they will hijack the account to enter and see what they encounter.

MY RESPONSE:

Neither is the issue.

LL:

Hi there!

I jumped on your account on our DSL and high speed internal connection, and I had no issues moving around or going through your inventory. I changed your AV to a default AV (from your Library), and had no issues.
If you're logging on other accounts and have no issues, it's most likely an attachment that your AV is wearing.

I looked into your crash logs, and I see that your account had been log on from PCs running an old Nvidia Geforce3 and a current Geforce 6600 GT graphics card. If you're running the 6600, your graphic card is fine and is running the most current GL 2.0 drivers.

If you're using a PC with the old GeForce3 card, you might run into performance issues in that it will take longer to manage data, especially if you're in a sim that is running low on system resources (ie. laggy sim). If you're dress is utilizing textures that are large
(512x512 or larger), your GeForce3 card will have issues rezzing those textures. Essentially, SL's enviroment & content may be too rich for a
GeForce3 card to perform to your liking, pending on your connectivity.
But you did note that you were able to log onto other accounts with no issue, so do try to detach everything on your AV, including any HUDS.

NOTE: How many times have I said I cannot log in to my main account? Don't you think I'd try to detach and change anything I was able IF I COULD?!?! Also, I have a GeForce 6600GT, so my video card is ruled out.

MY RESPONSE:

I still cannot log in. Has this been escalated to development yet?

LL:

Hi there...

You were asked earlier to uninstall SL (through Add/Remove function), then download the latest version of SL. This will clear you SL cache completely. I didn't see a response indicating that you've tried this already.

If you still can't login after doing so, will you IM me from your ALT or your husband's account...?

NOTE: I indicated I completed this task by phone.

MY RESPONSE:

None of these is the issue. It has to do with something in my inventory.

LL:

Hi again...

If you're not able to even login (after you tried uninstalling/reinstalling first of course), how about trying to go to our website and changing your password. Then try logging in after doing so.

MY RESPONSE:

Still waiting to hear from development. It's been over a week now since I first reported this issue. All they need to do is try to remove flexi-prim items from my inventory, for starters. I don't understand what's taking so long. I thought you guys knew what you're doing.

I hope my account will be credited accordingly and my land usage will be credited accordingly, since it's taken so long to do...well, nothing.

An update would be nice.

LL:

Hello,

Please confirm that you have done the following things, which had been described in previous emails:

1) Uninstalled/reinstalled Second Life as described here:
http://secondlife.com/tiki/tiki-index.php?page=TechFullReinstall

2) Configured any firewall(s)/router(s) for Second Life as described
here: http://secondlife.com/tiki/tiki-index.php?page=TechConfigFirewall

3) Run WinMTR as described here:
https://secondlife.com/tiki/tiki-index.php?page=Experiencing%20packet%20loss
(please be sure to include your WinMTR results in your reply, as we did not previously receive the results)

4) Checked that your computers are set up as described here:
https://secondlife.com/tiki/tiki-index.php?page=Problems%20with%20multiple%20computers%20on%20one%20connection
(only applies if you are running Second Life from more than one computer on your home network)

5) Changed your avatar's location as described here:
https://secondlife.com/tiki/tiki-index.php?page=TechLoginLocation

6) Detached everything on your AV, including any HUDS.
To do this: Right-click your avatar, click Take Off, click Detach All.
This will remove objects attached to your avatar. To detach HUD objects, right-click your avatar, click Take Off, click HUD, and select the HUD attachment to detach. Repeat this process for all HUD objects. (please inform us if you are unable to do so, as I understand this may be the case).

7) Changing your password and logging in again


Please respond as to which of the above you have and have not tried, so that we may best determine how to procede.

I apologise for the inconvenience.

MY RESPONSE:

Per *** Linden, development is looking into this. Please let me know what they have determined and when I will be able to access my account, as it's been over a week since I've been able to access it. There is no reason why this should be taking so long. I put a great deal of money into Second Life and would really like to be able to get back in-world.

I really am tired of saying the same thing over and again. I don't know why one hand doesn't know what the other is doing at LL, but if you take the time to look over the correspondence, you will see I've jumped through all your flaming hoops and then some. Please don't tell me to log in and log out again. Don't tell me to uninstall and reinstall again. Don't tell me to configure my firewall again. I want to hear something that is going to allow me to access my account again. If you can't do that, I'll take this higher up. I'm sick of this futile correspondence.



Why are there four different people handling this? Why do none of them know what each of the others is doing? Why is this taking so long when both a Linden and I have decided mutually that it is an inventory problem? It has been determined that is the next course of action--to play in my inventory and either rule out an inventory issue or resolve it--so why keep telling me to do everything I've done at least twice since the issue arose?

I'm so frustrated and angry. If I could rectify the situation, believe me, I would. If I can't even see my avatar when I log in, how the HELL can I detach items or remove HUDs? Each Linden with whom I have had contact regarding this situation has suggested I remove my attachements. Do they not understand English? Do they not read well? I don't get it. I can't tell them any clearer than I already have what the issue is.

While in THERE, I had a similar issue which tech support resolved in three days. I had the benefit of realizing the symptoms of my SL account ahead of time because of this problem in THERE. A Linden even said it was probable this was the problem. So why are they not looking into it?

Does anyone else have problems like this with tech support at LL?

Hi Ava, sorry to hear you have so much trouble.
Pretty long post and I admit that I haven't read it in its entirety.
But i wanted to point out, that you can remove attachments from your inventory. Open inventory, search for (worn, right click on every attachment that you wear and select detach.
Hope it helps.

My avatar never fully loads. I've tried to detach using the toolbar but nothing happens when I click on the body part with the attachment. It doesn't work.

Further, my inventory is inacessible and I cannot teleport anywhere.

It's a mess.

I to am very sorry to hear of all th trouble your having
if you can get to the edit menu in second life you can detach items from that menu also.


I also had a log in issue once in There and it turned out that because of some thing i was wearing it cause the log in to enter a loop or something like that it has been several years so i am not completely sure of the problem but i do remember that when the problem was found they they implemented a patch so this would not effect any one else.

an interesting fact about this problem is this is how I became Crucial my original name in There that was having the problem was Joplin. and while they were trying to fix things with Joplin I created Crucial. But by the time they fixed Joplin I had been Crucial for 3 months already and so I stayed with Crucial.

Are you able to use the Edit menu and try the Appearance editor?

Just to see what happens, you might try downloading the preview version and see if you can log in there.

Perhaps you could arrange for someone to have an outfit in a box set to sell for zero, with the option to buy and wear now, located within click range at your login point.


Is it possible for a Linden to log in to your account and thus see just what is wrong, and change your avatar into one of the default avatars if possible?

It seems odd to me that LL can log onto the account, and run the character with no problem, but that you can't. Seems to me something somewhere would have to be corrupted in your computer rather than on the Avatar or the account, but then I am no expert.

Yes, they can log in to my account. I don't have a problem logging into my husband's account and my alt from my computer, so it's not my computer. It's something in my inventory and because I can't access anything when I log in using my main av, I can't change anything or delete anything or edit anything.

Thanks, everyone, for all your input.

Sadly I read it all. The priceless line buried halfway through. ROFL! I was gonna suggest buying an object with attach permissions that jumps from attachment point to attachment point but the wear all suggestion is better.

If they are able to log in to your account, well, your inventory would be the same inventory when they log in as when you log in, wouldn't it?

Have you tried logging in to your account at a computer in a different household, preferably one with a different ISP?

It might be possible to use a Remote Deskop technique for you to log in to SL at a distant site, such as, for instance, the same computer in the Linden Lab tech support offices that runs your account successfully. Then you might be able to delete the offending item, or give a bunch of stuff to your alt, deleting the originals. You might be able to isolate the bad item by doing so.

There is a parameter you can use to keep the library items from loading, there is a miniscule chance this might help - the switch is "-noinvlib", you add this to the target field in the shortcut that starts SL. There is no good reason why this would help but it won't hurt to try.

Suezanne, thanks for all your input. I will try what you suggested. I'm getting better response from you all than tech support. Go figure.

Thanks again, everyone.

Actually it sounds to me like the techs have been jumping thru hoops to help, and when they can't figure out whats wrong they pass it on to another tech hoping he will figure it out. And then each one asks the same questions.

Never deal with tech support..

I second what Devlin Gallant says. Tech support seems to have been trying pretty hard for you.

Hell, from what I hear this is top tier service.

Assuming SL will work with Remote Desktop programs, tech support could run your computer remotely, so they could see for themselves exactly what happens when running SL from your computer, and run through the steps they suggested to you for their own selves instead of having to operate by correspondence or telephone.

It is the job of all tech support to give people the run around. They are given pretyped answers to use in responce to questions. They make some small edits and then send it off. A majority of the time people working in tech support have never really used the program in question begond basic use.

Actually Ava, reading that I know why you got frustrated. Up until they said they logged on to your account, all the emails you received were indentical to a series I received for a quite different problem. It takes several emails to get something other than what appears to be a standard reply, and in the mean time, it does seem like they haven't read the specifics of your case, because they will ask you to do the same things again, even when you've confirmed you've done them. Whether they are reading or not, and doing something or not, they create a perception that they aren't reading your emails until it gets further into the process. By which point, you can be totally frustrated.

I sent them three more e-mails, explaining what I've done over the weekend to assist in their search for what is wrong with my account...only to not receive any response, save for the canned "rate tech support" e-mail.

We're going on week number two that they have been dragging their heels regarding trying to figure out what's going on.

What recourse do I have?

Were those responses perhaps sent by Eliza Linden?

No, seems like everyone but. I've had responses and spoken with over half-a-dozen people. You know what they say about too many cooks.