[Bug Hunting] 'Failed to retrieve character list. Exiting' Error

Hey all,

If you're receiving this error, we want your logs!

You can learn how to retrieve and send these logs here. Please gather your logs immediately, first thing after experiencing this error. This makes it easier for us to find and identify possible causes.

As a reminder, please first try general troubleshooting steps, such as:

Restart your game client
Restart your launcher
Log out and back in to your launcher
Restart your PC
Repair your game client
Reinstall the game client or launcher
Ensure your software and firmware are current (Windows, graphic drivers, BIOS, etc.)

If you send these logs via ticket, please include as much information as possible, such as:

Have you successfully logged in-game beforehand?
What were you doing before this error occurred?

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Comments

zxbiohazardzx

As someone who has this issue since this weekend ill try to see if i can get you some logs. issue for me is it is a bit random. sometimes i can load in, but it takes a long while to load the world. other times i keep hitting this window as if some timeout occurred or some time limit got exceeded while connecting to a SW

the client reset or repairs dont affect it. but eventually i got in. just wasted about 3 hours this weekend on this issue

ill start generating logs today

JIERON

Vaknar wrote: »

Hey all,

If you're receiving this error, we want your logs!

You can learn how to retrieve and send these logs here. Please gather your logs immediately, first thing after experiencing this error. This makes it easier for us to find and identify possible causes.

As a reminder, please first try general troubleshooting steps, such as:
Restart your game client

Restart your launcher

Log out and back in to your launcher

Restart your PC

Repair your game client

Reinstall the game client or launcher

Ensure your software and firmware are current (Windows, graphic drivers, BIOS, etc.)

If you send these logs via ticket, please include as much information as possible, such as:
Have you successfully logged in-game beforehand?

What were you doing before this error occurred?

Vaknar, good afternoon.
Please tell me, has anyone sent you logs to identify the error that is occurring?

JIERON

zxbiohazardzx

i was informed the bug-report had not reached you in an appropriate way?

Adam wrote:

Your request (69821) has been updated and our support team will assist you shortly.

but this report was done following the guide above. What is the advised course of action?

NaraRyel

Yeah, so for this bug in specific, I have had this consistently every day since the first Alpha 2 playtest, and I have exhausted every bit of troubleshooting I could do on the player side of things. The only temporary solution I have is Reinstalling and or repairing the game through the launcher, but it'll only get you maybe 5-10 minutes of game time before crashing you out and locking you out of your characters again. A sure way to tell if the issue is GOING to affect you is when your log in time into any character goes beyond 5 minutes and goes to a black screen instead of the loading screen. If anyone else has another solution, please let me know!

zxbiohazardzx

reinstall is not affecting it. just restart it

Marrleskitteh

I attempted to send in my logs via ticket and received an email that they are not accepting In-Game Issues and to post on the Forum.

Where can I send my Logs?

zxbiohazardzx

Marrleskitteh wrote: »

I attempted to send in my logs via ticket and received an email that they are not accepting In-Game Issues and to post on the Forum.

Where can I send my Logs?

To confirm, did you use their "Submit a request" form on the website for your report?
https://support.ashesofcreation.com/hc/en-us/requests/new

when i used the wrong form i also got that reply. this one is good

SiriusBlack9999

zxbiohazardzx wrote: »

Marrleskitteh wrote: »

I attempted to send in my logs via ticket and received an email that they are not accepting In-Game Issues and to post on the Forum.

Where can I send my Logs?

To confirm, did you use their "Submit a request" form on the website for your report?
https://support.ashesofcreation.com/hc/en-us/requests/new

when i used the wrong form i also got that reply. this one is good

i received the same reply:

it is from that exact form, there's no such thing as "the wrong form" (well i guess the zendesk one that was linked in the previous bug hunt that looked to be for support staff, rather than users), just one of the people handling support that keeps phrasing things in a way that makes it look like they don't do support for alpha 2.

i'm currently not getting this exact crash, but i believe it to be similar to the out-of-memory crash i *am* getting when trying to login, because it's lagging my computer like crazy while not actually using the pagefile, i still have 30 gb of empty pagefile lying around (% pagefile used, out of 50 gb total)

i've had this failed to retrieve client message happen before though, and it seems to just be caused by the client lagging so hard your connection times out

JIERON

Hello everyone.
I managed to overcome the error
1. I moved the game to SSD M.2
2. I increased the RAM to 48 GB.

For comfortable gaming, about 30 GB is required

mgl_hulunbior

My character fell to the ground, logged into the game with a black screen, only to see the public screen typing, and then turned into the game to read repeatedly. Unable to enter the game.

RononoaZoro666

The same thing happens to me. I have this problem every time I log in. Is it a problem with my computer or with the game?

Maldyne

I also have a bug, my character fell into a hole in Stellblow and I can't log in after that and Unstuck doesn't work

zxbiohazardzx

managed to fix it by shifting the game to a new (faster) m2 drive. this solidifies my theorem that the world-server-loading times out (due to data retreival or whatever) and then is unable to return to auth/character selection upon succesfull handoff

Leiloni

There was a workaround suggested in the bug report Discord channel that has worked for me three times in a row the past couple days.

Once you get the error and crash, upon logging back in, switch to a different server and log in on a character you have there (or make a quick lvl 1 and log in on that). It should let you log in on this new alt on a different server most likely on the first try if not the second. Once you're in, log out, switch servers to your main server, log back in on your main character and it should log you in normally.

Doesn't make the issue go away permanently but does seem to consistently get you logged in.

Edit: This worked consistently for about a week and doesn't any longer. I have barely been able to play this weekend since I can't find another workaround for when I inevitably crash.

Rhaine

I'll try thanks much...

PrimalNZXT

it takes me roughly 30 mins to log. i just keep logging in until it works but i will be stuck at the loading screen for about 5-10 mins each time. at 75%

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