Can't log in, account locked.

[Praxus]

I haven't played this game in a while and I was going to try to get back into it. When I try to log in, I get the following message:

I've contacted support and this is what they told me and immediately closed my ticket:

Hello.
Thank you for contacting us.

Your account is not locked or touched by us.

It is so that you are using false or modified computer credentials, we can see that you are hiding that data, either intentionally or unintentionally.

We ask you to look over your network settings and make sure you are sending us the correct data, once that is done you should be able to login without issues.

Kind regards,
Jan G. | Entropia Universe Support

What the f*** does this even mean? False or modified computer credentials? I'm trying to log in with a brand new desktop that I built earlier this year through a normal ethernet connection and no VPN. What is this "correct data" they are looking for?

 

[chesta]

Go to tools in client loader, reduce bandwidth setting to lowest (56,0 KBit/s or so) and test logging in again

 

[GeorgeSkywalker]

Go to tools in client loader, reduce bandwidth setting to lowest (56,0 KBit/s or so) and test logging in again

I had a similar problem where log in was stuck at loading screen. Support told me to do this and this fixed the issue for me.

 

[Dante Inferno]

me too since 4 days... is now the new login? lol

 

[AdrianFP15]

I had a similar problem where log in was stuck at loading screen. Support told me to do this and this fixed the issue for me.

How lucky you were, I did it 5 months ago and it didn't work for me and to this day they only close my support tickets without giving a solution or answer, they only respond that too much time has passed and I sent another ticket and the same thing happens in a loop.

There are more and more useless people in game support.

 

[GeorgeSkywalker]

How lucky you were, I did it 5 months ago and it didn't work for me and to this day they only close my support tickets without giving a solution or answer, they only respond that too much time has passed and I sent another ticket and the same thing happens in a loop.

There are more and more useless people in game support.

Your interpreting events negatively.

I suspect it's more to do with recent technical changes i.e. probably to do with the lag on ARIS which they have been trying to reduce. The impact of which has probably meant reducing bandwidth. They should release a Generic info along these lines should help everyone in this predicament and ease load on support.

@Nanashana Could you look into getting MA to do an info release? (if that's the case)

 

[Nanashana]

I haven't played this game in a while and I was going to try to get back into it. When I try to log in, I get the following message:

I've contacted support and this is what they told me and immediately closed my ticket:


What the f*** does this even mean? False or modified computer credentials? I'm trying to log in with a brand new desktop that I built earlier this year through a normal ethernet connection and no VPN. What is this "correct data" they are looking for?

Do you happen to have a VPN currently activated? If so, try disabling it and hopefully it should let you log in

 

[ChairmanEdgewise]

make sure your time and date settings are correct and set to automatic

 

[Praxus]

I appreciate all the suggestions in this thread, but none of them worked for me.
I don't have a VPN enabled.
Time and date have always been set to automatic and is correct.
I set the connection speed to 56K, didn't fix it.

 

[GeorgeSkywalker]

I don't have a VPN enabled.

My case was more complicated than what I said above. Before I sent in the support ticket I made this thread:
https://www.planetcalypsoforum.com/forum/index.php?threads/anyone-else-not-able-to-log-in.305766/

In there someone suggested the vpn thing.

I also don't run a vpn but decided to check for suspicious programs running on my pc via task manager. I found a background process called, "Avira phantom VPN" running. So there was a vpn running although I don't think it was active but could be wrong. I wasn't even aware of that and vpn isn't something that I consciously use. At some stage Avira the company which originally provided an antivirus program provided a bigger suite that could do more even with my free version. They must have decided to include it for free with their antivirus suite.

Anyway to cut a long story short I uninstalled the whole Avira package completely. This still did not fix the issue.

 

[San]

Trouble is that error messages are often outright misleading. This should actually be a target for prioritised fixing, because the occupation of support resources this causes costs real money. @Ludvig|MindArk

 

[Malgar]

At some stage Avira the company which originally provided an antivirus program provided a bigger suite that could do more even with my free version. They must have decided to include it for free with their antivirus suite.

A lot of these Free AV companies do this, Nortan, McAfee, AVG.. etc, so if you have any of these "free" AV's, you like have a VPN built in.
Side note, if you're running Windows 11 the Windows Defender is more than sufficient and in most cases better than majority of these Free AV's, i am aware a lot of these are packaged with new pre-built devices as per contract with vendors... but still, one should remove these.

 

[Praxus]

A lot of these Free AV companies do this, Nortan, McAfee, AVG.. etc, so if you have any of these "free" AV's, you like have a VPN built in.
Side note, if you're running Windows 11 the Windows Defender is more than sufficient and in most cases better than majority of these Free AV's, i am aware a lot of these are packaged with new pre-built devices as per contract with vendors... but still, one should remove these.

I never had any AV installed, I've only have Windows defender. I probably have one of the most baseline vanilla PC setups possible. I built the machine myself a few months ago, running on a clean install of Windows 11. I only play games on this machine, mostly on steam, so there are very few extraneous programs running. None of the other games I played had this sort of issue.

From my research into the topic, my suspicion is that the login might be blocked because it's coming from a different IP/MAC address, which seems silly since people can have dynamic IPs and multiple devices. However this is all speculation due to how unclear the error messaging and support has been.

It's quite frustrating because it's been three days of not being able to log in, and I have a significant number of assets on my account.

 

[Malgar]

I never had any AV installed, I've only have Windows defender. I probably have one of the most baseline vanilla PC setups possible. I built the machine myself a few months ago, running on a clean install of Windows 11. I only play games on this machine, mostly on steam, so there are very few extraneous programs running. None of the other games I played had this sort of issue.

From my research into the topic, my suspicion is that the login might be blocked because it's coming from a different IP/MAC address, which seems silly since people can have dynamic IPs and multiple devices. However this is all speculation due to how unclear the error messaging and support has been.

It's quite frustrating because it's been three days of not being able to log in, and I have a significant number of assets on my account.

Good to know, my comment was more generalized though, of course custom build will usually have some different knowledge going in and likely even down to the OS is custom.

Another point i recall now, it might also depend if there's multiple people playing EU on the same network, my wife and I were blocked from logging in due to a "alt" being suspected but only find out that was the reasoning after quite a lot of support probing, we both had to verify ourselves before our accounts were unblocked.

I get what you're saying about the different IP's / MAC's, but i've never had an issue here, i've used my work laptop for instance on mobile data/ at work, without running into this sort of issue.


In your case, I would suggest you contact your ISP if you are 100% sure there is no VPN's or proxies , it may well just be some weird routing on the ISP's side, a traceroute to EU and a screenshot to their ISP support should help verify that all.

 

[Praxus]

Good to know, my comment was more generalized though, of course custom build will usually have some different knowledge going in and likely even down to the OS is custom.

Another point i recall now, it might also depend if there's multiple people playing EU on the same network, my wife and I were blocked from logging in due to a "alt" being suspected but only find out that was the reasoning after quite a lot of support probing, we both had to verify ourselves before our accounts were unblocked.

I get what you're saying about the different IP's / MAC's, but i've never had an issue here, i've used my work laptop for instance on mobile data/ at work, without running into this sort of issue.


In your case, I would suggest you contact your ISP if you are 100% sure there is no VPN's or proxies , it may well just be some weird routing on the ISP's side, a traceroute to EU and a screenshot to their ISP support should help verify that all.

I'm sorry, but having to contact my ISP with a traceroute to probe for details is an absurd amount of work to have to do on my end to be able to log in to a game, especially when this issue is exclusive to this one. Even if that were the case, I highly doubt my ISP would be able to fix the issue given that EU support has not actually provided any useful information.

This just seems like something that needs to be fixed on MA's end. Their systems are arbitrarily blocking customers for unexplained reasons.

 

[GeorgeSkywalker]

This just seems like something that needs to be fixed on MA's end. Their systems are arbitrarily blocking customers for unexplained reasons.

I'll pm you when I get home.

 

[AkiranBlade]

I haven't played this game in a while and I was going to try to get back into it. When I try to log in, I get the following message:

I've contacted support and this is what they told me and immediately closed my ticket:


What the f*** does this even mean? False or modified computer credentials? I'm trying to log in with a brand new desktop that I built earlier this year through a normal ethernet connection and no VPN. What is this "correct data" they are looking for?

I had this happen to me when I installed VirtualBox and it installed a virtual network interface device or NIC. That reshuffled the order of NICs when queried so the virtual on was listed first.

Entropia rather dumbly utilises (or did at the time) the first one in the list. Because the virtual isn't real it is missing certain information and therefore the game's login process takes a dump.

This may not be what's happening for you but something worth checking.

 

[Praxus]

I had this happen to me when I installed VirtualBox and it installed a virtual network interface device or NIC. That reshuffled the order of NICs when queried so the virtual on was listed first.

Entropia rather dumbly utilises (or did at the time) the first one in the list. Because the virtual isn't real it is missing certain information and therefore the game's login process takes a dump.

This may not be what's happening for you but something worth checking.

Wow, thank you so much. This fixed my problem. I didn't have a virtual NIC installed, but my motherboard comes with bluetooth networking functionality that generated a Bluetooth PAN which I guess entropia recognized as a connected NIC. Disabling it resolved my problem.

That is indeed very dumb. They really ought to fix that.

 

[AkiranBlade]

Wow, thank you so much. This fixed my problem. I didn't have a virtual NIC installed, but my motherboard comes with bluetooth networking functionality that generated a Bluetooth PAN which I guess entropia recognized as a connected NIC. Disabling it resolved my problem.

That is indeed very dumb. They really ought to fix that.

I did tell them that the devs need to stop looking for NIC[0], guess it fell on the deaf ears of support

 

[Sulje]

I did tell them that the devs need to stop looking for NIC[0], guess it fell on the deaf ears of support

It's ego driven development based on ego architecture, so every suggestion you make will just make them mad.