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

Hey all,

If you're receiving this error, we want your logs!
lrl1bbitzaaz.png

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

  • zxbiohazardzxzxbiohazardzx Member, Alpha Two
    edited November 18
    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
  • JIERONJIERON Member, Alpha Two
    Vaknar wrote: »
    Hey all,

    If you're receiving this error, we want your logs!
    lrl1bbitzaaz.png

    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?
  • JIERONJIERON Member, Alpha Two
    edited November 19
    .
  • zxbiohazardzxzxbiohazardzx Member, Alpha Two
    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?


  • NaraRyelNaraRyel Member, Alpha Two
    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!
  • zxbiohazardzxzxbiohazardzx Member, Alpha Two
    reinstall is not affecting it. just restart it
  • MarrleskittehMarrleskitteh Member, Alpha Two, Early Alpha Two
    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?
  • zxbiohazardzxzxbiohazardzx Member, Alpha Two
    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


  • SiriusBlack9999SiriusBlack9999 Member, Alpha Two
    edited November 25
    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: zmfmehro7ndg.png
    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) 1fdfg1befm4a.png

    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
  • JIERONJIERON Member, Alpha Two
    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_hulunbiormgl_hulunbior Member, Alpha Two
    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.
  • BeethovenXDBeethovenXD Member, Alpha Two
    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?
  • MaldyneMaldyne Member, Alpha Two
    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
  • zxbiohazardzxzxbiohazardzx Member, Alpha Two
    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
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