SUPPORT TECHNIQUE / BUGS APP WEB

I crash when I log in. I get to the log in page and insert my name and Pass word. The page starts to load then crashes. I use Windows 7. This is the error I get. Any suggestions would be appreciated.


A fatal error occurs. The program must quit
ProcName: client_ryzom_rd.exe
Date: 2015/09/23 20:31:36
File: Z:\home\nevrax\code\ryzom\client\src\connection.cpp
Line: 633
FuncName: autoLogin
Reason: connection : FS refused the connection (Socket error: Connection to 176.31.229.93:47851 (176.31.229.93) failed (10061: Connection refused, the server may be offline)).

It is now an hour later, and my login works fine.  Do you continue to get the error? 

This might be caused by a firewall blocking communications, has that been changed recently?

Is anything saturating the line, e.g. a torrent going at full speed? I may have gotten this once or twice, but couldn't pin it down to my machine's fault or the server.

Try pinging shard.ryzom.com when the client refuses to connect.

Thanks for your help. This is a long term issue. I've been trying to log in for several weeks and keep getting the same message.

A firewall issue makes sense. However I'm not computer savvy. How would I go about check firewalls? If it is a firewall issue Ryzom seems to be the only program affected. Just checked my login on a friends computer and had no problem logging into and playing Ryzom.

This what I did:
went to start menue and typed in firewall in the search menue
clicked on "allow a program through windows firewall
under allowed programs and features "cliient_ryzom_rd.exe is checked off for both home/work and public

I also noticed "ryzom Downloader" is checked off for both Home/work and Public


Thanks

So: Your account is OK and works when you are on a friend's machine.
It sounds like your firewall is ok -- at least it knows ryzom exists.

It strikes me that you might want to try running the ryzom_configuration_rd.exe

and possibly try changing one or two things.


The last resort is re-installation from the file that you downloaded, then log in and get the patches.

I would advise to have a look at following link:
http://forums.ryzom.fr/showthread.php?t=7650 (Don't be afraid about .fr, the posting is in English). Though old, the informations about the ports used ingame stil widelyl apply (those about CeB and Ring do not).

If you use a firewall/port filter which may cause issues, deactivate it for a moment and retry.

Another possibility is that you are using a DSL or other internet router which is blocking the ports you need. In that case you have to login into the admin software of your router and allow the ports necessary for the game.

A possibility to test that condition would be to connect you mobile (if it is capable to) to your box via Wifi or USB (tethering mode), and let your box join the internet over your mobile. It you are then able to log in, the router is the villain.

is there any special error message that shows up when you try to connect, other then the one you already posted?

also, in the ryzom install file find the file config.cfg and open it with a text editor program like notepad (or any other plain text editor of your choice) and check the first few lines of that file, make sure they look like these:

StartupHost = "su1.ryzom.com:40916";
StartupPage = "/login/r2_login.php";
InstallStatsUrl = "http://su1.ryzom.com:50000/stats/stats.php";
PatchServer = "http://dl.ryzom.com/patch_live";
InstallWebPage = "http://dl.ryzom.com/installer/";


if they are not EXACTLY that way (with all the little dot's, slashes, colons, semi-colons, quotes, and equal signs you have to correct those errors). if there are errors there are two options, copy those lines here, remove what is in the file for these lines and paste these in their place, or manually edit them.

seams like there was a post after merger saying something about having to change a line in the config.cfg file, but i could be mistaken, it's been a while, and i've read alot of posts since then.

hope this helps, and if not, give an update and we'll try another option. (if none of the other options cure your problem)

also, as another idea, since you use windows 7, do you have UAC enabled? (user account control) and is ryzom installed in the "program files" folder? if the answer to both is yes there's another set of possible options:
one: (not a good option if your not tech savvy and careful when installing things, or on a shared computer) disable UAC.
two: move the whole ryzom install from the "program files" or "program files (x86)" folder to another location such as C:\ or another hard drive (even a portable usb drive will do, as long as it's at least 8GB and empty {ryzom takes between 6 and 7 GB of space}) then find "client_ryzom_rd.exe" in the folder and run that (ryzom application file), if it works, make a short cut of "client_ryzom_rd.exe" on your desktop, rename it to what you like, and enjoy having the problem fixed :)

if any of the options work for you please let us know, so that we might keep that option in mind in case anyone else suffers your issue.

talk

Thanks for all your help guys!! I didn't expect this much assistance -- it is much appreciated.
Here is what I've done (problem is with my PC):
1) Downloaded a fresh version of Ryzom-- twice
2) uninstalled Ryzom and reinstalled it twice
3) Connected a laptop to the same router my PC uses -- and Ryzom works fine. Thus my router seems to be fine.
4) The full error message is listed below
5) Ryzom was installed in Progam Files (x86) folder
6) Compared the 5 lines of code to what Talk suggested and they are exactly the same.
7) Tried running client_ryzom_dev_rd.exe -- without success
8) Sorry I don't know how to determine if UAC in enabled or not.
9) installed a copy of Ryzom on a flash drive and tried to run it. The program ran/ patched but after restarting after the patch it crashed. This is the full report:
A fatal error occurs. The program must quit
ProcName: client_ryzom_rd.exe
Date: 2015/09/30 07:41:22
File: Z:\home\nevrax\code\ryzom\client\src\connection.cpp
Line: 633
FuncName: autoLogin
Reason: connection : FS refused the connection (Socket error: Connection to 176.31.229.93:47851 (176.31.229.93) failed (10061: Connection refused, the server may be offline)).
-------------------------------

Log with no filter:
-------------------------------
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_ZO_HOM_species_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_hom_select_face.anim) not found (CP_HOM_select_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_HOM_select_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (fy_hof_a_idle_face.anim) not found (FY_HOF_A_idle_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'FY_HOF_A_idle_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_hof_pose_face.anim) not found (CP_HOF_pose_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_HOF_pose_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_hof_body_face.anim) not found (CP_HOF_body_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_HOF_body_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_hof_visage_face.anim) not found (CP_HOF_visage_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_HOF_visage_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_hof_course_face.anim) not found (CP_HOF_course_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_HOF_course_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_hof_view_face.anim) not found (CP_HOF_view_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_HOF_view_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_fy_hof_species_face.anim) not found (CP_FY_HOF_species_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_FY_HOF_species_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_ma_hof_species_face.anim) not found (CP_MA_HOF_species_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_MA_HOF_species_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_tr_hof_species_face.anim) not found (CP_TR_HOF_species_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_TR_HOF_species_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_zo_hof_species_face.anim) not found (CP_ZO_HOF_species_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_ZO_HOF_species_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (cp_hof_select_face.anim) not found (CP_HOF_select_face.anim)
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 file.cpp 265 : Failed to open file 'CP_HOF_select_face.anim', error 2 : No such file or directory
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 interface_parser.cpp 4546 : style 'skin_scroll' not found
2015/09/30 07:41:20 client_ryzom_rd.exe WRN 1ef4 interface_parser.cpp 755 : could not read all styles
2015/09/30 07:41:21 client_ryzom_rd.exe WRN 1ef4 interface_parser.cpp 2964 : <CInterfaceParser::splitLinkTarget> can't find target link edit_session_but
2015/09/30 07:41:21 client_ryzom_rd.exe WRN 1ef4 interface_parser.cpp 2996 : <CInterfaceParser::splitLinkTargets> Can't get link target
2015/09/30 07:41:21 client_ryzom_rd.exe INF 1ef4 interface_parser.cpp 1789 : no type in a control tag
2015/09/30 07:41:21 client_ryzom_rd.exe INF 1ef4 interface_parser.cpp 1742 : cannot parse group ui:outgame:charsel:webstart:content:webstart_html
2015/09/30 07:41:21 client_ryzom_rd.exe INF 1ef4 interface_parser.cpp 1742 : cannot parse group ui:outgame:charsel:webstart:content
2015/09/30 07:41:21 client_ryzom_rd.exe INF 1ef4 interface_parser.cpp 1742 : cannot parse group ui:outgame:charsel:webstart
2015/09/30 07:41:21 client_ryzom_rd.exe INF 1ef4 interface_parser.cpp 1742 : cannot parse group ui:outgame:charsel
2015/09/30 07:41:21 client_ryzom_rd.exe WRN 1ef4 interface_parser.cpp 862 : could not parse group
2015/09/30 07:41:21 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (screen_fyros_1.tga) not found (screen_fyros_1.tga)
2015/09/30 07:41:21 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (screen_fyros_2.tga) not found (screen_fyros_2.tga)
2015/09/30 07:41:21 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (branch.tga) not found (branch.tga)
2015/09/30 07:41:21 client_ryzom_rd.exe WRN 1ef4 path.cpp 511 : PATH: File (branch.tga) not found (branch.tga)
2015/09/30 07:41:22 client_ryzom_rd.exe WRN 1ef4 group_scrolltext.cpp 158 : <setup> scroll bar 'scroll_bar' missing or bad type.(ui:outgame:charsel:webstart:content:webstart_html)
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 connection.cpp 345 : PROFILE: 2 seconds (2 total) for Initializing outgame
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 connection.cpp 400 : PROFILE: 0 seconds (2 total) for Initializing user interface
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 connection.cpp 402 : PROFILE: 2 seconds for connection
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 network_connection.cpp 445 : Network initialisation with front end '176.31.229.93:47851' and cookie '1E3C2DCE|84DA34C8|0009F737'
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 network_connection.cpp 390 : Half-frequency mode
2015/09/30 07:41:22 client_ryzom_rd.exe DBG 1ef4 config_file.cpp 392 : CF: Adding config file 'F:/Ryzom/gamedev.bnp@shards.cfg' in the config file
2015/09/30 07:41:22 client_ryzom_rd.exe WRN 1ef4 big_file.cpp 404 : BF: Couldn't load 'F:/Ryzom/gamedev.bnp@shards.cfg'
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 config_file.h 326 : CF: Exception will be launched: variable "Use" not found in file "F:/Ryzom/gamedev.bnp@shards.cfg"
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 network_connection.cpp 640 : There's no shards.cfg, or bad file format, can't copy common files
2015/09/30 07:41:22 client_ryzom_rd.exe INF 1ef4 network_connection.cpp 643 : CNET[020888F8]: Connecting to '176.31.229.93:47851' with cookie ''1E3C2DCE|84DA34C8|0009F737''
2015/09/30 07:41:22 client_ryzom_rd.exe ERR 1ef4 connection.cpp 633 : connection : FS refused the connection (Socket error: Connection to 176.31.229.93:47851 (176.31.229.93) failed (10061: Connection refused, the server may be offline)).
-------------------------------
User Crash Callback:
-------------------------------
UserId: 653111
HomeId: 0
ShardId: 0
On a Mainland Shard
Application: ryzom_live
No user entity information
ViewPosition: 0.00 0.00 0.00
Time in game: 141h 57min 3sec
LocalTime: 2015/09/30 07:41:22
ServerTick: 0
ConnectState: NotConnected
LocalAddress: :0 (0.0.0.0)
Language: English
ClientVersion: 2.1.0
PatchVersion: 661
Client is online
NumServerHOP: 0
NumFarTP: 0
NumReselectPerso: 0
Connection Events:
Memory: 2297MB/4095MB
Process Virtual Memory: 684MB
OS: Microsoft Windows 7 Ultimate Edition 64-bit Service Pack 1 (Build 7601) (6.1 7601)
Processor: Intel(R) Core(TM) i7 CPU 920 @ 2.67GHz / Intel64 Family 6 Model 26 Stepping 5 / GenuineIntel / 2660MHz / 8 Processors found
CPUID: bfebfbff
HT: NO
CpuMask: 1
NeL3D: Direct3d / aticfx32.dll / ATI Radeon HD 5700 Series / \\.\DISPLAY1 / driver version : 8.17.10.1172
3DCard: ATI Radeon HD 5700 Series, version 8.14.1.6290
Sound mixer:
Playing sources: 0
Available tracks: 32
Used tracks: 0
Muted sources: 0
Sources waiting for play: 0
HighestPri: 0 / 2
HighPri: 0 / 4
MidPri: 0 / 6
LowPri: 0 / 8
FreeTracks: 32 / 32
Average update time: 0.000000 msec
Average create time: 0.000000 msec
Estimated CPU: 0.000073%%
Sound driver:
FMod Driver
3d hw buffers: 32
2d hw buffers: 32
-------------------------------

that line there gives the impression that the client on the pc can't contact the shard at all. there's something somewhere that's blocking ryzom from connecting to the outside networks. what has me wondering is it seams like the pc can reach the shard, but the shard is refusing the connection, so it's possible that it could be something server side, but that's beyond my ability to help, however i do offer this data below for help with ruling out UAC as the problem.

if you don't know what UAC is or where to find it, it's surely running because it's on by default in a windows install. you can find out for sure by the following steps:
click start
right click on "computer"
choose "properties"
on the lower left hand side of the window choose "action center"
on the upper left hand side of the window choose "change user account control settings"

the slider will show the level of the UAC, to completely rule out the UAC, slide it all the way down (it will ask you to confirm, and require a restart)
try to connect, if you connect UAC was the problem, if you don't connect and still have the same error be sure to change the setting back to where it was.

also, for #7 on your list, the one to try would be "client_ryzom_rd.exe" the other one isn't used as a client.

about #9, was this the same error you get with the install on the harddrive? or was it another error? just to be safe, i would advise trying this directx redistrubite directly from microsoft.  this is a self extracting archive, it will ask you where to place it, personally i make a "temp" folder on my desktop for this.  once it's extracted open the folder you extracted the files to and find DXsetup.exe and run that, after it's completed you can delete the entire folder.

try that as another possible fix to the issue, but i only offer this as a very slim possible fix to the issue (mostly because it's not giving the typical errors that go with direct x but it's better to cover all the bases to be sure)

thanks for all the data in your latest post, it will go far to help the dev's and offical people try to figure out your problem, and it helps to give some possible ideas to us friendly helpers as well.

keep us up to date and we'll keep working on it, i hope that we can get you fixed and back in game soon.

talk

Thank you Talk your instructions are very clear.

I disabled UAC as per your instructions but it made no difference.

I also tried both "client_ryzom_rd.exe" and "client_ryzom_dev_rd.exe" ---it made no difference.

I get the same error message whether I boot up from my hard drive or my flash drive.

Thank you for your effort in trying to assist me.

Please try to ping that 176.31.229.93 shown in the log:
• Press Win+R
• Type "cmd"
• Press enter
• In console type: ping 176.31.229.93
• Press enter
• Wait for it to finish
• Right click
• Select mark
• Select the text
• Press enter
• Paste the results here

Could you please also ping shards.ryzom.com?

Also check all icons in tray (the area in bottom right corner next to time/date). Click the arrow to show all icons. Point each icon and see if any tooltip that appear contains words "firewall", "internet security" or similar. Please let us know.

Thank you again for your attention to my problem:

Here is the information that you asked for:

Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights rese

C:\Users\Toad>
C:\Users\Toad>ping 176.31.229.93

Pinging 176.31.229.93 with 32 bytes of data:
Reply from 176.31.229.93: bytes=32 time=128ms TTL=53
Reply from 176.31.229.93: bytes=32 time=127ms TTL=53
Reply from 176.31.229.93: bytes=32 time=127ms TTL=53
Reply from 176.31.229.93: bytes=32 time=128ms TTL=53

Ping statistics for 176.31.229.93:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 127ms, Maximum = 128ms, Average = 127ms

C:\Users\Toad>
C:\Users\Toad>



Microsoft Windows [Version 6.1.7601]
Copyright (c) 2009 Microsoft Corporation. All rights reserved.

C:\Users\Toad>ping shards.ryzom.com

Pinging shards.ryzom.com [176.31.229.93] with 32 bytes of data:
Reply from 176.31.229.93: bytes=32 time=127ms TTL=53
Reply from 176.31.229.93: bytes=32 time=127ms TTL=53
Reply from 176.31.229.93: bytes=32 time=128ms TTL=53
Reply from 176.31.229.93: bytes=32 time=127ms TTL=53

Ping statistics for 176.31.229.93:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 127ms, Maximum = 128ms, Average = 127ms

C:\Users\Toad>


These are the labels for my icons in my tray:
safely remove hardware and eject media
network 8 internet access
Miocrosoft security essential- real time protection On, Virus and spyware definitions: up to date
OpenDNS status unprotected Enable Open DNS, Enable DNS script
flashget v 3.7 speed 0 B
solve PC issues: 2 messages: back up your files, enable your mobile phone drivers
Garmin Express
Anti logger free protection is on
CC cleaner monitoring is on
spybot
web companion
unchecky
system explorer 6.4.1.5331
ad-ware antivirus
plex media server
google chrome

It's a mystery to me but I can log into the game now. Don't think I changed anything. Thanks for your help.