Infinite GET-Loop when loading Campaign

Dear Roll20 team, a player of mine experiences serious troubles when joining my campaign (I am the GM, the campaign is called: "Das Gebrochene Schwert"). When she attempts at joining, the loading process will never finish (even after hours). She has had these problems for several weeks now, independent of the PC she was using or the browser (Firefox 22, Firefox 23, Chrome, Internet Explorer, all on Windows 7). I started a remote teamviewer session and checked the loading behavior with Firebug in Firefox 22 and 23. She seems trapped in an infinite loop of GET Requests to firebaseio.com. The response of that GET Request is always the same as the piece of code she seems stuck in. (See screenshots attached) I did not dig further. The behavior seems to remain the same for days, attempts at clearing cache, reloading etc. do not yield different behavior. Then she sometimes can load again as expected (like last Friday to Saturday), but only on rare occasions. Today, it did not work anymore. Since the behavior seems to be independent of the machine or browser she is using and since others use her account and join the game for testing, I can only suspect that this could have to do with her geographical location and the selection of mirrors for content delivery. But this, of course, is just speculation. I hope that helps. Please let me know if there is anything else I can do to help. Best Regards, Christoph Never-ending get requests: The response of the requests: The piece of code she gets stuck in:

Good call. She went to her friends' house and it is working there. So it most likely is an issue of the network environment or provider. Any hints what to look for? BTW, her provider is Vodafone Germany. Also, it is strange, that it sometimes seems to work. And there have been no changes in her local network setup.

Christoph M. , I would have her power down her modem/network for about 15 seconds to see if that fixes the problem. Sometimes strange internet problems can be cleared that way.  - Gauss

Gauss, she has tried that before but unfortunately that did not help. Restarting or resetting the router did not solve the problem.

Ok, was worth a shot. :) - Gauss

So I guess there is no other advice or tip you have? It would be nice to solve the problem so we can continue playing with Roll20. BTW: the GET request always returned a valid response, so I dont know from what you could tell that she could not reach the server. And is there any clue what might cause the communication to work at some points? Is it maybe just a particular IP that could be blacklisted by her ISP?

Christoph M. said: Good call. She went to her friends' house and it is working there. So it most likely is an issue of the network environment or provider. Any hints what to look for? BTW, her provider is Vodafone Germany. Also, it is strange, that it sometimes seems to work. And there have been no changes in her local network setup. Just a clarification on a point here. Did she take her computer and test it out at her friends house or did she just use her friends computer to log in? If she used her friends computer then she needs to take her computer to her friends and try it there. If she did that already then have a question about her network. Is her setup just the modem feeding the computer or does she have a router setup for multiple computers? Just trying to eliminate somethings.

She took her own laptop (with which she had tried to log in using her own network before), took it to her friends' and logged in there. Her friend has a different ISP (not sure about the network infrastructure there). For her own network, she is using a router. Neither settings nor firmware of that router have changed recently. However, as I said before, she has had access to roll20 on 9th and 10th, but (without any changes to her laptop or network) no access on any of the subsequent days. +Edit+ Just to summarize: The problem is independent of... * the machine used to log in * the user account * the browser and/or browser version it may very well depend on... * network setup (although it sometimes magically works) * ISP * Roll20 JS code (infinite retries? Is it possible to change e.g. the firebase mirror instead?)

Ok, thank you.The only other suggestion I could make to be 100% sure that it is not her router is to connect the ISP's modem straight into her laptop. If she can't connect that way then it is positive that her ISP is to blamed  Sometimes routers will allow connections then due to a glitch or an update it blocks stuff. Had that happen to an old router I was using. It took a spike that scrambled my settings and I had to do a factory reset to fix it mostly. Got a new router later but it does happen occasionally. If connecting it to the modem doesn't solve it then the next step is contact the ISP to find out what is happening.

I will ask her to do that. Thanks so much already.

Good luck and let us know one way or the other.

Christoph M. said: * Roll20 JS code (infinite retries? Is it possible to change e.g. the firebase mirror instead?) If it works on the same laptop elsewhere then that effectively eliminates that because the JS would be dependant on that laptop since the version wouldnt be changed just by going to another network.

Sure it wouldn't be another JS code, but the error handling code could be changed to support these situations. I know, this strange case probably has never happened before, but if there was a way to change the default behavior to, say, try another mirror that might help.

True but at least the devs are aware of it now.

Just to let you guys know: Nothing has changed. The problem remains. As a workaround, she will now go upstairs, get her neighbor's wifi, log in to Roll20, head back downstairs and continue playing. This seems to work just fine, but it sure is annoying.

Her neighbors isp is the same as hers? That eliminates her computer from the problem completely and if it is the same isp that eliminates her ISP also. The only thing left is her home network and I don't know enough about it. strange.

Unfortunately, if it is a network issue on her network I'm not sure what else we can do to help. Perhaps someone with extensive network knowledge may be able to help but remotely suggesting things is just a shot in the dark. I dont think her ISP is eliminated since the neighbor could be on a different ISP. I would find out what the neighbor's ISP is. If they are the same then I would take a really close look at her modem and router. Perhaps plug her computer directly into the modem (removing the router from the loop) and see if that clears things up. - Gauss