TECHNICAL SUPPORT / WEB APPs BUGS

Windows 7 64bit.

I downloaded the client installer, ran it, used the website to create an account, and email validated that account.

When I try to login on the website, I get a login page with user name and password fields, but the button says "validate" instead of "login". When I click it, I get a page with some account info but, at the top "Sign Up" section, it tells me my account is a "Free Trial" account and that I have to Subscribe to continue. When I got to any other website page and reload, it says I'm not logged in.

When I try to login to the game itself, I get a "Error: Can't connect (Error code 1)" message.

I've seen some references to this error code connected with old game client versions or Windows Firewall configurations, but the client I downloaded is the latest directly from the website main page, and the installer is supposed to take care of any cryptic firewall configurations that are impossible to wade through manually.

Why won't either the website or game let me login?

The operators just did a reboot on the server, so you should try again. You should be able to access the game and the forums through your trial account; that's not the problem inherently. It may be a bug, however. If you are trying to login on the old website, I have a word of advice ... don't.

Just a sec... I just went to the main site and noticed that the top link is Account Login. That logs into your Account Manager, not the website. (Bad choice of label, perhaps, but that's what it does.)

The Cannot Connect (Error 1) usually means that your connection is bad or that the login server is down. Given the time on your post I would go for the former.

-- Bittty.

I tried the game login again this morning and it just started working, so the server reboot must've worked. At least I can play.

I have no idea what you mean by old or new website. The only one I know of is "http://www.ryzom.com/en". The main page has one login link on the left side, top of the second section down, titled "Account Login". It links to "https://secure.ryzom.com/payment_profile/?language=en" .

BTW: Why do you refer to the free access as "Trial Account"? This implies that it will stop working after a period of time after which the player will be required to purchase a subscription license to continue playing. No mention of that kind of requirement is on the main website. Please clarify this situation.

The site you were accessing is the old website. What I refer to as the new website is this forum which is accessible from either within or outside the game.


The "free to play" option is actually an unlimited time free trial. It caps your experience at 125 (out of 250) in all skills that have branched before that level. (You even get access to the racially based skills in elemental magic.) However you are limited in the amount of storage you have; you can only own one mektoub mount and cannot access storage in your apartment or guildhall. You also cannot access the actions that are above your level such as high quality crafting plans and the like.

You can play this way for as long as you like. At that level you can be an aid to your guild, explore much of Atys (no artificial limits, just you will be slightly squishy for some areas), and have a lot of fun. There are no cash shops, no niggling temptations to spend more money than you really ought to in order to gain an advantage. There is just one big one that will always be available to you without nagging.

If you subscribe, the level cap is lifted and you get an automatic doubling of the experience you get for any actions, you may purchase three mektoub packers to hold and transport more gear and you can access the storage in your apartment and guildhall. You also get the satisfaction of supporting the game for an exceptionally reasonable price. (USD $10.95/month down to $9.49/month if you pay in 6-month increments). Did I mention the experience doubler? The access to Master titles?

Yeah, I'm a fan.

Thank you for that clear and concise answer. The structure of the free/subscription services is interesting. I'll enjoy exploring them. I would argue the value of the subscription, the high amount combined with a subscription rather than a one-time fee, but not here or now.

I am confused about the website though. This forum is "http://app.ryzom.com", which is a sub-domain of "ryzom.com" but you say that domain is an "old site". The former only provides a forum and not any game description, documentation, details of free and subscription services, or any other necessary information. Also, "ryzom.com" is the link used by every RPG related list and review site. If that is an "old site", then what is the URL of the new site that provides the information needed by new and continuing users, and account management services?

I am using a "Guest Login" to post to this forum thread. The forum login does not recognize the account I created even though the game does. The forum main page says to use your character name to login, but I get a "ryDb New Char Error" message from every page after I try that. I have to delete all of the cookies for "ryzom.com" to reset back to the not-logged-in state so I can login as a guest.

I get the same error message in the game for some windows, like in the Identity window for both the OCCUPATIONS and the INFO tab. I think there is a configuration problem with my account. I have found no reference to this error message from searching the Internet.

There is no new website; that's a part of the problem. You have to use the old one, portions of which are *very* old. The domain name does not define the website; the website is content hosted at the domain name. :) One of the longtime failings of Ryzom is proper publicity and public face.

NOTE:I just went to the www.ryzom.com/en/ and found that *some* of the content has been updated, but not all. The game manual is there and a quick look shows it to be the same one as always, but then the controls have not changed, though some of the details have.

The account login connection does work, as you have found out, and your character is online, which is good. The tutorial and beginner area does give a reasonable (imho) introduction to the game as long as you read *all* of the walls-o-text that are presented to you. A lot of the details that you will learn are not put down anywhere official except in player lore. The game is as much about exploring your abilities with the game as it is exploring the world. Luckily it is not possible to nerf your character.

About the error: The "ryDb New Char Error" has been reported on another thread, and appears to be an independent bug, now confirmed as widespread. It appears to be related to entry to the app.ryzom.com functionality.

You should immediately send an email to support-ee@ryzom.com and report the "ryDb New Char Error" situation. You should mention your OS, especially any specific type of Linux if you are on Linux.

I hope that you are enjoying your time on Atys so far, despite the problems.

To a content developer the domain name does not define a site, but to a user it does because it defines a navigation context for content access - and the primary usage of that kind of site is as a service to the user not the developer. Failing to assign a proper priority to the experience of new users starting, learning about, and progressing in the game is a far more serious problem than almost all game publishers are willing to admit or recognize.

I found out about the in-game support ticket submission process from the Starter Guide, so I've already submitted a ticket. Hopefully it will see action soon since I've found more window tabs with that problem, and the Info pane when you right-click on a potential target is far more serious to game play than the others.

Again, you have my gratitude for your directly helpful and concise answers and comments. Are you just a knowledgeable player/supporter or are you part of the publishing/development team?

Just a long-time player with good English skills and a career that involved a lot of explaining/teaching. (Or in other words I'm mouthy and have opinions and knowledge that I'm not afraid to share.)

I do not speak for Winchgate in any capacity.

Bittty (not a CSR)

And just to share 3 other pieces of info with you...

1) If you take a look at the Name colors here in the forum:
grey = guest
yellow = player
red = support
blue = event team
(as far as I've noticed)

So: no, Bitty Mac'od is no CSR person thingy ;-)

2) For the forum here you need the character name as login and not your account name - so as long as you haven't created a character you won't be able to use the forum as registered user.

3) While being in game you can look if any csr are online by typing the following command into the chat

/who gm

It will display a list of all supporters online AND visible in your system info.
Usually you should also get an info that a ticket has arrived once a CSR sees you online (at least I did the few times that I had to write one)

Thanks for the color info.

If you read back over the posts in this thread, you will see that a part of this new character bug is that, when you login using your character name, all forum web pages display a page that is blank except for the cryptic message. You have to delete all cookies for this domain in the browser to get back to the not-logged-in state.

I was approached this morning by a CSR (whatever that means) who verified my information about the ticket I submitted and that the bug is being worked on as a priority. Hopefully they will have a solution soon. Not being able to see the Info for a foe is a serious disadvantage.

Caretaker Selling Relics
Character Shepherding Rascals
Cute 'n Silly Rebel
Corrupt Salacious Ruler
Cantaloupes Swaying Rhythmically
or just: CaeSaR!

This could be a contest. <chuckle>

Ooooohhhhhh! Customer Service Representative. How boring.

I like the contest better.

Ha haha - love it. You'll fit right in.

(A character run by DuDraig)
Today, the account now works correctly both in the game and on this website. My thanks to the support team.

Is there a way to find the status of any tickets I've submitted? The in-game support function only seems to allow creation and I do not see any mention of support tickets on this website.

No there is no way that I know of to track support tickets.

That sucks. And Bugzilla is so easy to manage and use too.