Problem logging into the game

[Athnae]

Hi!

I signed for the beta last weekend but I couldn't log in during the weekend or yesterday. In my account page, the Server Status showed the beta server as online. In the game login page, it showed "Connected to Login Server". However, after inputing my account and password, the login page just showed "Logging In…" and nothing happened. It stayed like that forever (I waited for 1/2 hour). I tried relaunching and even rebooting the computer to no avail. I also tried switching Embers to the lowest settings but the result was the same.

The computers I used were a MacBook Intel Core i7 (Mojave) with 16 GB RAM and a Blackmagic eGPU, and a MacBook M1 Pro Max (Monterey) with 64 GB RAM.

Richard#2123 suggested in a DM on Discord that:
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"Wednesday night CST is the next time the servers are open, if you are still having issues we may need the logs to troubleshoot further, You can reference this post at the bottom with how to obtain the logs to post in the beta help forums: https://forums.embersadrift.com/index.php?threads/running-embers-adrift.1192/"
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After trying that, I noticed only the this log is being created "macOS: <launcher directory>/Embers Adrift Launcher.app/client/qa/embersadrift.log". This one is missing "macOS: /Users/<username>/Library/Logs/Unity/Player.log". The directory Unity exists but is empty (probably previously created by Albion Online). I downloaded the game again and installed a fresh copy. It still stops in the authentication window with the "Loggin In…" message. By the way, I'm not running any antivirus.

Richard suggested uploading the one log being created here, so I'm attaching it to this message.

Thanks for you help!

 

[Undone]

Very very very very interesting. Does your password happen to be quite long? From the logs it looks like our encryption hashing is not happy with the length of your password - in local testing on my Mac I've found that I can't go over 86 characters (although UTF8 characters are variable in size so this may be different for your specific password). This is the first we've encountered this issue and will have to spend some time seeing how to resolve it.

As a workaround however you can use a shorter password to get you in. I fully recognize that is not the "right" answer - but it's what we have to go with until we can find a better way to handle the encyrption.

 

[Athnae]

Very very very very interesting. Does your password happen to be quite long? From the logs it looks like our encryption hashing is not happy with the length of your password - in local testing on my Mac I've found that I can't go over 86 characters (although UTF8 characters are variable in size so this may be different for your specific password). This is the first we've encountered this issue and will have to spend some time seeing how to resolve it.

As a workaround however you can use a shorter password to get you in. I fully recognize that is not the "right" answer - but it's what we have to go with until we can find a better way to handle the encyrption.

Yes, it's very very long. I use a password manager to generate long, unique passwords. I'll try changing it to something shorter for tomorrow's beta. Thank you!

 

[Undone]

Yes, it's very very long. I use a password manager to generate long, unique passwords. I'll try changing it to something shorter for tomorrow's beta. Thank you!

Apologies for the issues! Just tested and you should be good at around 80 characters max.

 

[Athnae]

No need for apologies. It's a beta and we found a bug. It's a success! Thanks again!

 

[Athnae]

Apologies for the issues! Just tested and you should be good at around 80 characters max.

Just to let you know that it worked. I can now log into the game.
Thanks!

 

[Undone]

Just to let you know that it worked. I can now log into the game.
Thanks!

Excellent! I added a check in the client for next week so that if the password is too long it will report back "Password is too long ". Not the best solution, but at least the game won't get stuck on "logging in".