Second Life cannot be accessed from this computer.

Last night around midnight, Central US time I tried to get into Second Life and got the following error:

Login failed.
Second Life cannot be accessed from this computer.
If you feel this is an error, please contact
[email]support@secondlife.com[/email].

So, I sent Linden Labs an EMail as directed and go to bed. Twelve hours later I'm able to get online. I carry on as normal. I get bumped offline probably due to SL's never-ending packet loss issues, and sign back on. Mind you, still no reply to my EMail.

Fourteen hours later, still no reply. I grow tired of a few issues I'm having in-game and decide to relog. This time when I try to get back in, I get the same error as before. I call support and hold for 10 minutes only to be forwarded to a voice mail system.

Now, I'm getting upset, but I get up to take care of a few things and eat. I return about an hour later and I still can't sign on. Still no response to either of my 2 tickets (the other one was an issue that occured while I was actually online during the short span I was able to where auto-returned sent something back to my Lost and Found, but it never appeared in my Lost and Found nor is it where I dropped it).

So, I try to call again and I'm currently on hold while I type this message. The recording is Jack Linden telling me how cool Lindex is between the annoying-as-all-hell music they're playing.

Here are my EMails I sent to them:

================
#816938
Greetings ~

I've just tried to log into Second Life and I'm getting the following error:

Login failed.
Second Life cannot be accessed from this computer.
If you feel this is an error, please contact
[email]support@secondlife.com[/email].

My current IP address is xxxxxxxxxx.

I'm unsure why I would be receiving this message. My avatar name is Shaun Stanley.

================
#818021
The Damsel Island sim just crashed. I had a chair out of my inventory when it did. I logged in again to another sim and a few minutes after got the following message:

[10:39] Second Life: Your object 'Ghotik Grand Throne - 4 custom poses' has been returned to your inventory lost and found folder from parcel 'BONDAGE RANCH, Damsel Island, BDSM, Chat, Hang Out. Free place.' at Damsel 51.017, 204.595 due to parcel auto return.

However, the item is not in my inventory's Lost and Found, nor will it find when I type a search for it.

================
And I'm continuing to hold. Oh wait, I'm being sent to their voice mail again. Eleven minutes and nineteen seconds into holding after being told the hold time would be between 8-10 minutes at the start of the call. How convenient! Call in to speak with somebody about it since their EMail response team is taking FOREVER. Decide that 8-10 minutes isn't so horrible to wait to speak to somebody, only to hold for that long and be forwarded to a voice mail ticketing system.

I'm getting pissed by amounts unmeasurable.

Still can't get online. Tried a delete and reinstall ... same issue. Still no response to my voice-mail ticket and still no EMail replies.

I sent my concerns via the website this time instead of directly to the [email]support@secondlife.com[/email] ... hopefully that will help.

I'm getting absolutely no assistance on this what so ever and the SL Blog reads nothing on this problem.

I can't even get the login screen to come up without it crashing, same thing happened last update. But if I right click on the SL desktop icon and "run as" a different user like guest it starts right up. Don't know if it will help but its worth a shot.

Well I'm online and in-game again. Let's hope I don't have to relog. Still no replies though.

How did you get it fixed, Shaun? I have the same problem.

Myself and two others that I know in RL are also out with the "Second Life cannot be accessed from this computer."

In-world names of the three of us: Lighty Goodfellow, Janessa Lobo (my SL wife), and Star Meadowbrook (my SL neighbor).

We've been locked out since we said good night Thursday night. No access all day yesterday and no access so far today.

I didn't get it fixed ... I'm keeping myself online manually as the day progresses hoping I don't get bumped offline. I did get a canned reply though, finally:

Dear Second Life Resident,

Thank you your inquiry.

In an attempt to improve our response rate for all technical support
inquiries and to provide better service; we are sending you this message.

Please reply to this e-mail if your problem or request persist and isn't
resolved by the articles below:

*Note: As for now we only provide support in English*
**Have you checked our Knowledge base at:
http://secondlife.com/knowledgebase/article.php?id=078 ??
**Additional help is also available there:
http://secondlife.com/app/help/index.php

Please also check the Blog for the latest updates about any problems,
and more: http://blog.secondlife.com/

***************************************************
For: Crash, Freeze, Graphics/Avatar appearance glitches, Lag, Hardware
problems:

First please check this link to make sure you have the latest drivers
for your video card: http://secondlife.com/knowledgebase/article.php?id=001

You can learn more about system requirements there:
http://secondlife.com/corporate/sysreqs.php

**Please also check this link about solutions for problems with the
newer Second Life client versions:
http://secondlife.com/knowledgebase/article.php?id=443

In order to be able to help you we will need to see your Secondlife.log
and stats.log files which contains pertinent hardware and driver
information relating to Second Life. Instructions on how to find these
log files are available via:
http://secondlife.com/knowledgebase/article.php?id=318

*Please check this link for possible Lag issues solutions:
http://secondlife.com/knowledgebase/article.php?id=273

*Avatar appearance corruption solutions:
http://secondlife.com/knowledgebase/article.php?id=300

*Windows vista is NOT yet supported but a patch is coming:
http://blog.secondlife.com/2007/02/09/windows-vista-status/
More details about Windows vista and ATI can be found there also:
http://blog.secondlife.com/2007/03/22/windows-vista-ati-update/

***************************************************
For Password or Login/Connection problems:

The options available for password recovery:

You can try to recover your password using this link:
https://secondlife.com/account/request.php using the email address tied
to your account. There you can retrieve your password by answering your
security question. Make sure you don't have a spam or email filter
activated that

could prevent the reception of the e-mail. Always check in your junk
folder if it doesn't arrive after a short time.

If you cannot remember/access your email or answer your security
question then to resolve this issue you must call our office and speak
directly with a support representative:
http://secondlife.com/community/support.php

Unfortunately, we will otherwise be unable to resolve password issues
via e-mail support for security reasons.

For Login errors (such as turn caps lock off) please visit this link:
http://secondlife.com/knowledgebase/article.php?id=031

If you are getting "unable to connect, system may be down, login packet
never received ..." errors then please check this link:
http://secondlife.com/knowledgebase/article.php?id=029

If the problem persists (or for connection problems) please visit and do
as mentioned on the following link and attach the results with your reply:
http://secondlife.com/knowledgebase/article.php?id=331

If you are getting the message "Second Life cannot be accessed from this
computer" when trying to log in, please check this link for details:
http://secondlife.com/knowledgebase/article.php?id=025

To unsubscribe, change your membership plan, cancel your membership, and
more, please visit the "My Account" page at:
https://www.secondlife.com/account/

***************************************************
For Inventory problems:

Please check this link for your inventory problems if you haven't
already checked:
http://blog.secondlife.com/2007/04/14/update-experiencing-inventory-loss-read-on/
then please reply to this e-mail if the problems still persist.

***********************************************
For Billing, Payment Issues, Concierge, Abuses, region/estate or sim
problems, please visit:
http://blog.secondlife.com/2007/04/25/support-update/

***************************************************
Corporate, Academic, Government Inquiries:

Please e-mail [email]contact@lindenlab.com[/email]
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***************************************************
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***********************************************
To Report a Bug please file a Bug report through the Second Life Tools
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***********************************************
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here: http://secondlife.com/community/support.php
***********************************************

Please feel free to contact us again if this doesn't satisfy your
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Best regards,

Linden Lab




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Your original support request:
------------------------------
Login Error Message

===============
My response to this:
This has absolutely nothing to do with the problem I'm having. Please take time and actually invest effort into helping me fix this problem. Here was my original email:

Greetings ~

I've just tried to log into Second Life and I'm getting the following error:

Login failed.
Second Life cannot be accessed from this computer.
If you feel this is an error, please contact
[email]support@secondlife.com[/email].

My current IP address is xxxxxxxxxxx

I'm unsure why I would be receiving this message. My avatar name is Shaun Stanley.

All this time invested to avoid being kicked offline ... and a sim goes down without warning to be restarted.

Guess what. I can't sign back in. SL can not be accessed from this computer.

Great.

Oh, and still no reply other than a canned message. Still no help.

8:35pm Pacific time and I'm able to sign on again.

Hopefully it's fixed.

i had the same problems when i went on vacation (and bring my computer with me) i could not logon with the same error message (no matter witch account i used). but on another computer plug on the SAME router (and having the IP) i could logon no problems......

I think SL creates a unique PC ID, probably based off of scanned hardware much like Windows XP and on does. I changed my IP address (I work for the cable company) and still the same error. That's why I have this conclusion.

This problem only started after the upgrade ... so I'm willing to bet when they upgraded their servers it made my account quasi-banned. A scheduled event runs each night, unbanning me until I sign on again and the ban reactivates.

I haven't harassed anybody or behaved as an otherwise poor netizen, so I'm sure it's completely new-version related. However, I can't get any help to get it fixed ... yet.

Well Shaun, i'm having the exact same problem - and i have sent a similar message to the Lindens and i received the same response too - i also tried to re-install but i'm getting nowhere - does anybody have any ideas????

Soooooooo frustrating!!!

Hank ~

The problem is on their end, not ours. The issue is probably affecting so few accounts that they don't know it's going on.

I have a friend that lives near their HQ. Push comes to shove, I'll have them go knock on their door and get it fixed in person.

Not kidding, either.

Customer service needs to be improved for phone and EMail support. The next option is face to face.

Thanks for the support Shaun!!

It stinks as well being in the UK and not being able to contact the 'no toll' phone lines when it's convenient for me. I know they're changing the times but hey - if the guy had actually read my original e-mail and not just sent out the generic reply, he'd have seen i had tried as much as i could to fix it - so much for customer service!!

Still can't access, supposed to have met some people in game but have no wasy of letting them know where i am......and still no answer from the Lindens - my whole weekend wasted when i mainly get my time to get online - great!!!

Just an update from me. I've been unable to get on SL since I went to bed about midnight Thursday night. (I'm on the same time as SL.) Same goes for Janessa Lobo and Star Meadowbrook.

To kill time, Janessa and I went and goofed around with Entropia Universe yesterday. It's very different but fun. The main bummer is there's no free-form building.

This ban is also affecting my one and only alt. Janessa and I occasionally (but not recently) use our alts to just relax and be alone.

Here's hoping this problem is fixed soon.

Jup this is affecting more than just me then! good to know hehe!
Iv not upgraded anything hardware wise since i installed the game.
Also i do have a set IP

Its starting to get frustrtating. I have sent a ticket to them but considering the posts above
I wont hold my breath for a miracle!

Tech Support for the loose

I had the "Second Life cannot be accessed from this computer" the past 3 weekends, sent email, left phone message and it would be fine on Monday.

This week, it happened on Thursday, then it was fine Friday and Saturday and then it happened again today.

I think it is happening to more than a few people tho.

I don't know if the phone messages and emails have been effective or if it is as Shaun said some intermittent process that does it. I do know that my innocent self has been banned more than a griefer! lol

And that I'm paying $200 a month US to be treated this way!

How long is a good time to give LL to sort this out? Reasonably I mean..any computer types that can explain what might be going wrong?

And Shaun, if you get someone to fix it, could you tell us what to do to get ours fixed?

Yes I will keep all of you updated.

I managed to stay online all day at work today .. came home and went to a store, and SL crashed just now. Client side this time unlike server side last night.

I sent Linden yet another EMail.

Guess what.

SL can't be accessed from this computer.

I'm going to see if I can get on again at 8:30 PST as the trend is going.

I'm so fornicating urinated.

as of Sunday Apr 29 at 6:15 SL I cannot login and have the same error msg as posted by others about accessing SL from this computer. With the amount of tier paid per month to LL...same as another user posted I feel there should be tiered help to those who are genuinely supporting LL through their financial investment. My broadband service provider takes a lot more crap and fixes it faster for only $40 per month.

I gave up and sold off all my land; I can't justify the cost anymore. It less frustrating if I can't get in if I have nothing to get in for...I'll just wait and see how this goes before I tier up again (if I do).

Its happened 4 times and I have no assurance at all that anyone has done a thing to fix it so it is just completely random if I can get in or not.

So much promise...sigh...so little delivery.

i'm so stealing that for my sig.

I called just after 9 AM. Apparently, after 10 minutes of hold, they send you off to voice mail regardless.

I wonder if they realize this actually increases (a) call volume and (b) decreases customer satisfaction?

I used to help manage a large call center. We had almost 1,000 employees. The call center practices they have in place at Second Life support are disappointing. At my call center, when we got slammed, we took the calls. If we had to, we offered overtime and incentives to keep people there. We would even put half the active supervisors on the phones to help and the other half would be in prominent positions on the call center floor so we would be available for emergency situations.

In short, we tried our darndest to make the customer come first in importance.

My strong impression of SL, based on attempted phone contact, is they try their darndest to make the employees come first. This opinion is based on:

1. Caller is shunted off to voice mail. Call center employees don't actually see real call hold times or even real call handle times. They also don't see the number in the hold queue get larger and larger. Nor do they see maximum hold time going up and up. If the longest hold time is 10 minutes, it wouldn't make sense to monitor that.

2. Voice mail allows an attitude of "we'll get to it when we get to it". It removes the urgency and lowers the stress for the employees.

3. The call center opened late. This is a huge no-no in the call center industry. You open on time or slightly early. Never late. You're potentially dealing with customers that are already irate. No need to exacerbate it by opening late.

4. No accountability. One of the tools consumers have is the ability to speak to the supervisor. In my call center, since we were so large, we separated the supervisory duties. We had one group of supervisors that supervised employees. We had another group of supervisors that managed callers. The caller supervisors had full supervisory authority and trust to fix the caller's issue, if it was deemed appropriate by that caller supervisor. Caller supervisors also took note of any issues the caller had with the regular agent. (Not everyone goes to a caller supervisor because they had a problem with the agent. Many times, it's something the agent is not empowered to do and requires more authority.) The Second Life practice of shunting you off to voicemail removes that accountability.

It's my sincere desire that Second Life's phone support gets an overhaul while they are re-tooling for longer hours. This entire weekend has been very disappointing for me, my Second Life wife, Janessa Lobo, and my Second Life neighbor, Star Meadowbrook.

(As of 9:51 AM, SL time, I am still unable to get on SL. I've talked my SL wife into also trying WoW. She's downloading it now.)

Really good post Lighty. This is a really sad and frustrating situation.

i agree - great post!!!

still unable to access here too - i may not be paying huge buck for my account, but i pay something and the point here shouldn't rely on cash - it's just pure customer service and so far i have seen none!!

no response either to my second e-mail - won't be holding my breath, but the lindens will surely still be taking my cash