Could not connect to Authentication Server

Hi Innova,

I am not a guy demanding anything from others and I don't like requesting anything from anyone
on behalf of me. I like to let people be and just be unless many others can really benefit from it.
Well, this is one of those occations where it is really needed.

<Respect Education>

I know that asking something takes time from another human's life and you should treat a request like
that with respect at all times.

If a human is asking assistance from me, my natural sense is to help that human.
I will try to the best of my ability to assist. If I cannot help due to not enough knowledge
or experience I will TELL that so that I will not unnecessarily cause anxiety or other concerns
to the human I am trying to help.

Also, I will not neglect the human based on me not knowing but promptly inform that I did my best
but I am not able to help solve the problem.

It is not a cause of shame to honestly tell I do not know how to solve a problem even if it is in the
realm of my knowledge and/or experience.

Telling the above actually increases respect as long as you honestly tried to solve it.
Honesty to yourself is respect to yourself. If you are honest to yourself and admit mistakes that
you have done then you can be honest with other humans.
There is no shame in doing your honest best.

</Respect Education>

June 5th (15 days ago as of typing this) I asked of assistance since there was an issue with the login server at Innova, see attached image.

I took about three hours of personal time to troubleshoot the issue since I believe I have skills in it after seven years of doing it as part of my profession.

I found after a combination of thinking and testing that the probable area of the issue was in the login server at Innova.
The most likely areas to look at would be that:

1. There could be an issue with the timing/clock of the Innova login server
2. There could be an issue with a security certificate of the Innova login server.

Referencing thread:
https://4gameforum.com/threads/25213/

No response was given in any way from Innova except total silence after three weeks of waiting for a response.

After studying the Innova forums it seems I am not alone in having this issue.
There has not to my knowledge been a clear and easy-to-understand solution from Innova provided.

When can I and others that are still experiencing this problem expect a response ?

Personal concern: NC West which is and maybe still is a franchise or similar of NC Soft made the mistake of treating their customers as less worth than human excretion. I hope Innova is not moving into this direction.

Best regards,
/TT

Add: My findings may have been wrong. I admit I cannot know that they are correct.
It is my personal deduction of the information I have available. I don't claim to have the full information available to me to have a chance to make a thourough investigation.
In plain English: "I'm trying to help out, but Innova is sitting on all the information"

 

http://www.check4game.com/lineage2.en.html “Network Diagnostic” button then copy-paste full log here please

 

Hi Casillias,

Thanks for the fast response.

I have tried to follow the instructions of the check4game tool .. again.
It complains about a checksum.

I have launched the tool from the root folder.

See attached screenshot cinn_file.jpg.

There is no "Fix Game" button at eu.4game.com

Please provide DETAILED easy-to-understand STEP-BY-STEP instructions.
If you do not have these available please provide a link where these can be found.

/TT

 

Ok...Innova...
In my humble opinon you need some professionals running Operations.

Since you have no people available that understands QA I'll give it a shot.

(I am drunk atm mind..but again.. for free..just for the <3 of the game )

Observations:

If I ignore the warning message in the screenshot cinn_file.jpg, see attached file,
the tool opens anyway.

It is unknown why but ignoring the message seems to work eventhough it complains
about checksums.

Ignoring checksums is usually a bad sign so I will do some checks that I will not disclose here after
this test.

Information given:
"http://www.check4game.com/lineage2.en.html “Network Diagnostic” button then copy-paste full log here please"

Interpretation:
1. A button called “Network Diagnostic” is to be available in the tool
Observation: There is no button called “Network Diagnostic” available, see attached image check4gametool_UI.jpg

2. There is a button called "Process Diagnostics"
3. There is a button called "Net diagnostics". This button is greyed-out.

Conclusions:

There is a tool that seems to be available to use for analyzing the state of the game client and observations tell it may be possible to investigate some server communication too.
Currently it is not clear how this tool is to be used.

Please give me USABLE CLEAR help as an end-user Innova..

/TT

 

You did not try to follow it as far as I can see... Put this tool into the GAME folder... NOT 4Game... Where you have game installed, put it over there

 

Hi casillias,

Thanks for helping.

I made an attempt again since the problem persisted even a month from this post was started.
Since the check4game.exe file was always in the location you showed, see screenshot location_of_check4game_tool.jpg
I skip step 1 through 3 in the instructions web page at http://www.check4game.com/lineage2.en.html

Starting from step 4

"4. After you launch the utility, click the “Check files.cinn” button to check the client."

Result:
The tool reported that no errors were found. See screenshot step4_result_dialogue_box.jpg
In the check4game.exe main window the result also indicates this, see screenshot step4_result_application.jpg

"5. If any invalid files are found, the utility will offer you to delete them when the check is completed. Click “YES!”

Result:
This step is not applicable since the tool did not find any errors in step 4.

"6. Launch the check for Trash by clicking the “Search Trash” button. If trash is found, the utility will offer you to delete it. Click “YES!”"

Result:
There is no "Search Trash" button available in version 2.0.2 of the tool.
I instead clicked the button "Check Unwanted files". See screenshot search_trash_button_missing.jpg

This may not be the correct button but it was the one that seemed most relevant to the instructions.

After clicking this button the tool reported that it found unwanted files, see screenshot unwanted_files_found.jpg
The application shows that the unwanted file is system\frostUpdater.dll, see screenshot unwanted_files_found_application.jpg

I then clicked Yes.

The application then responded with:
"File system\frostUpdater.dll has been successfully deleted.
Click 'Fix game' at eu.4game.com!"

See screenshot application_response_step6.jpg

I postponed step 7 and followed the above instructions by navigating to eu.4game.com using Internet Explorer 11.
At the web page there is no button available called "Fix game".

At the bottom left-hand side of the web page there is however a button called "Update 4game", see screenshot update_4game_button.jpg

There is also a wrench icon located near the top-right side of the webpage, see screenshot wrench_button.jpg
Moving your mouse over this icon it changes into a wrench icon with the text "Settings" displayed to the right of the icon.
Clicking this button reveals new information, for example a "Restore game" button is available, see screenshot restore_game_button.jpg

Since there is no "Fix game" button available as far as I can find and there a two similar options that may or may not
perform the activity that the check4game tool indicated I as a user am not sure what is the right thing to do at this point.

This is why I have not proceeded to step 7 yet.

If you could assist me I'd be happy.

/Turin

 

Turin, have you reinstalled your Windows system? Amarantha recommended me to do it as it should solve the problem other ppl reported. I dont know. I am still curious to do it after playing L2 core for more than 2 years and suddenly not be able to log in. Pls PM if you resolve this issue.

 

Thanks melcz,

I will be sure to pm if I find the cause and be as detailed as I can if I do.

The thing is, I have no insight into how the servers at Innova and Frost are setup
and probably I shouldn't either tbh because that is not really any of my business
unless I own or was an employee of Innova or Frost, which I am not.

I have not re-installed my Windows system.

The very simple reason is that there are no indications at all at least as far as I can find
that this is where the problem lies and I have not received any responses that indicates otherwise.

I may be wrong of course. I have no more information to move further and the response from Innova is:

Silence.

To sum it up: I'm a customer trying to solve a problem that is not mine.
But hey, that's just me. It could be worse. Compared to NC West this heaven.

/Turin

 

Complicated technical issues are resolved via Support Service.