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One of my Players can't load the website with any device

  1. Community Forums
  2. Bug Reports & Technical Issues
  3. One of my Players can't load the website with any device
1487518304

Edited 1487518762
Lico
Permalink for 4662022 Quote
Good morning everyone! One of my players has a really strange problem loading the roll20 website. Everytime he tries to open the website in his browser, it will load for a while and then display a completely blank page. After double checking security settings, dns and a working traceroute he tried to open the site on his mobile phone with the same result. He tried again with another PC and faced another completely blank page. Does anyone here have the same problem? He's somewhere from the UK and I'm kinda out of Ideas what we could do. I know that there's a workaround via the TOR Network but he's new to the roleplaying hobby and I'm afraid I will scare him off with detailed mechanical and technical complex solutions. Addendum: Just tried exposed host and it didn't make any difference.
1487535511
Gen Kitty
Forum Champion
Permalink for 4663255 Quote
I'm sorry to hear that your player having issues with the site. Could you ask him to please carefully work through the first three steps of our guide to Solving Technical Issues ? Step 1: Make sure to use the right browser Please check if these issues persist when using both Chrome and Firefox. Step 2: Ensure that there are no extensions/addons interfering with Roll20 Please disable all add-ons/extensions and anti-virus programs. Step 3: Clear your cache If none of the above succeeds, please thoroughly work through Step 4 . (Don't forget the complete Console Log!) Thank you!
1487536439

Edited 1487536559
Lico
Permalink for 4663338 Quote
Hey GenKitty, he tried connecting across multiple electronical multimedia devices. He was using Opera on his Phone. Firefox ESR 64bit on his desktop computer and Chrome 32bit on his Laptop. Every Browser giving him the same result. That's also the reason why I don't think there's a technical problem regarding interferencing Addons/Extensions. Just to comply with your help I told him to clear his cache on all 3 devices. Nothing changed. :-( I will try to get a log from him. Could probably take a while.
1487542769
Pat S.
Forum Champion
Sheet Author
Permalink for 4663977 Quote
I would recommend the player emailing the devs and asking them if his domain or ip might have been blocked due to spammers spoofing it. It has happened in the past so that is an option to look at also. Still get the console log, for all the devices attempted, posted also as there might be something there also which could show a pattern for the devs to look into.
1487543472
Lico
Permalink for 4664050 Quote
And you think a dev or supporter will take his time to look into the problem in detail? I will try to get some logs tomorrow. Sadly he's not online anymore. IP's normally change dynamic in europa due to the shortage of IPv4 so I don't think he could be IP banned. I'm not quite sure what you mean with a blocked domain.
1487545681
Pat S.
Forum Champion
Sheet Author
Permalink for 4664225 Quote
Yes I do think someone will take their time to look into this as it is part of the service provided here. How much detail will depend on how information is provided to them. It was just a thought about the domain names on the off chance it happened during the great spammer attack awhile ago. Domain names are used to identify one or more IP addresses. For example, the domain name microsoft.com represents about a dozen IP addresses. Domain names are used in URLs to identify particular Web pages.  On the flip side of it, the person's ISP could be blocking roll20 also. All this boils down to the fact that the console log would show if the person was not getting a connection or not and maybe indicate where to start looking into detail.
1487626867
Gid
Roll20 Team
Permalink for 4668698 Quote
Pat S. said: Yes I do think someone will take their time to look into this as it is part of the service provided here. How much detail will depend on how information is provided to them. It was just a thought about the domain names on the off chance it happened during the great spammer attack awhile ago. Domain names are used to identify one or more IP addresses. For example, the domain name microsoft.com represents about a dozen IP addresses. Domain names are used in URLs to identify particular Web pages.  On the flip side of it, the person's ISP could be blocking roll20 also. All this boils down to the fact that the console log would show if the person was not getting a connection or not and maybe indicate where to start looking into detail. Popping in here to concur what Pat said here. If your fellow player can't get access to post in this thread to help triage his issue, then have them  email us . It's easier for me to handle bug issues in this forum, but when someone's locked out of the site entirely, we can tackle things over email too.
1487627190
Lico
Permalink for 4668738 Quote
He kinda lost interest after I told him to make a log. It's apparently too much of a hassle for him to get this working. Still thanks a lot for the fast and friendly help.
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