U39: Mac: Patching failing with "Netsession Error"

[Cocomajobo]

It has come to our attention that some users on newer Macintosh models may be encountering an issue when installing or patching DDO that does not allow that process to complete properly. The symptom of this would be your launcher appearing to attempt to patch before stopping with an error stating "Internal Error". Underneath that error window if there is text that states "Netsession Error" this is the issue being addressed in this thread.

If they is happening to you, it may be resolved by installing Netsession directly from the link below.

https://client.akamai.com/conf/install.html?file=installer

If this does not resolve your patching issues, let us know and we will continue investigating.

[eurogeek]

Patching for us seems to have completed.
Starting up the launcher works fine.
Login in to the account works and selecting a server works.
When we get to the screen with the ddo characters and select a character, then try to log in with that character, the progress bar starts en fills up.
When the progress bar reaches the end instead of the game staring, the client crashes.
This Mac is not that new btw. I'm still running Yosemite.
I've uploaded a crashlog here http://45.32.235.158/dndclient_2018-07-18-231232_Dirks-Mac-Pro.crash
Hope you can figure our what is causing it.
From the crashlog, something with the userprefences maybe?

[kbaskins]

I have a late 2014 Mac Mini running macOS Sierra 10.12.6.

The installation went fine (or at least it completed), but I'm having issues with crashes, both in quests and when switching between toons.

[Oswinuss]

I am unable to even log in for more than 1 second before my client crashes. If I am lucky, it might be 3 seconds.

[Oswinuss]

Oh yeah, I'm running Mac High Sierra 10.13.6.

[Cocomajobo]

The team is investigating the cause of the mac client stability issues described in this thread and elsewhere. I will attempt to keep people updated while that process is ongoing. Unfortunately, the issue eluded us past the cutoff time for tomorrows hotfix so these issues are not likely to be resolved with that deployment.

Any more information about the circumstances surrounding the time of your Mac client crashing, any error messages displayed when it happened, or what hardware/OS you are running on would be appreciated in our attempts to squash these problems.

[Oswinuss]

I'm fine in public areas. As soon as I'm in anything it crashes.

[CrisJolliff]

Any more information about the circumstances surrounding the time of your Mac client crashing, any error messages displayed when it happened, or what hardware/OS you are running on would be appreciated in our attempts to squash these problems.

It appears to crash within seconds of entering an instance, be it dungeon or wilderness area. Out in public, no problems.

[Kaytis]

Patching for us seems to have completed.
Starting up the launcher works fine.
Login in to the account works and selecting a server works.
When we get to the screen with the ddo characters and select a character, then try to log in with that character, the progress bar starts en fills up.
When the progress bar reaches the end instead of the game staring, the client crashes.
This Mac is not that new btw. I'm still running Yosemite.
I've uploaded a crashlog here http://45.32.235.158/dndclient_2018-07-18-231232_Dirks-Mac-Pro.crash
Hope you can figure our what is causing it.
From the crashlog, something with the userprefences maybe?

Try resetting the key mapping from the character select screen.
If that doesn't work, and you know how to do it, try deleting ~/Library/Preferences/com.standingstonegames.dndclient.plist
That's the client preference file, and your crashlog shows that the client is messing with either preferences, or possibly the key map when it is crashing.
None of the other crashes here or on the other thread sound like the one you are seeing.

[eurogeek]

Try resetting the key mapping from the character select screen.
If that doesn't work, and you know how to do it, try deleting ~/Library/Preferences/com.standingstonegames.dndclient.plist

Tried deleting the preferences file but is till crashes upon trying to log a toon into a session.
My wife has exactly the same crash.
Both macs updated just fine, but we can't play at all after the update.
We only manage to get to the character selection screen, but then we we try to enter the game, it crashes before we even see a public area.
As in: it crashes as soon as the login progress bar hits 100%.

[Kaytis]

It might be helpful to know (at least from SSG's perspective) that the problem is not universal. I am playing fine. My client was installed from the stand-alone installer back in the beta days and has been updated from that ever since. I use Mac OS 10.11 on a pretty old Macbook Pro. I logged in on both epic and heroic characters and created instances on both without any trouble.

I know this doesn't help anyone here, but it might help SSG isolate it.

[eurogeek]

After having no luck with the com.standingstonegames.dndclient.plist, I decided to check if maybe Userpreferences.ini under "Documents/Dungeons and Dragons Online" was causing it.
Removed that directory, started the client up, ok'd the license agreement and such, selected Orien, clicked Play,logged in, selected character, clicked Enter, progress bar gets to 100%, Crash!
100% of the time.
I even tried to reset the graphics settings of the game from the launcher. Doesn't help either.
So far we're stuck not being able to play at all.

[eurogeek]

Here are the specs of one of the machines it is happening on.
http://45.32.235.158/Macmini.spx

I also filmed the crash and uploaded it to youtube so you can see what happens.
https://youtu.be/xnwrzj0Kx5A

[Vorpenklaith]

I'm relieved to see that other Mac users are experiencing issues after U39-- I was a bit worried that it might just be me. Historically, I have had occasional graphics bugs (which usually require me to manually quit the client and then re-open it), but nothing like the client crashes I experienced yesterday after updating to U39. The updating itself went fine, and I have not had issues logging in or switching toons, but I did experience numerous client crashes while in the quests Subversion and What Goes Up.

Specifically, the optional "Deadly Storage Area" in the quest Subversion crashed my client on two consecutive runs. I also ran What Goes Up twice-- I experienced 4 or 5 crashes during the first run, all of which occurred in the last section of quest (outside on top of the glacier), but then did not crash a single time during the second run.

I am using a mid-2012 Macbook Air running macOS High Sierra 10.13.6.

[Haphazarduk]

I have the crash on entering instances. Sometimes immediately, sometimes after a few seconds but its happening every time. Public areas and general loading of characters no problem.

MacBook Pro 2015 running Sierra 10.12.6

Slayers and slayer instances are fine. Guess thats what I'm doing for the next few days! :)

Hap

[Cocomajobo]

We think we've tracked down a connecting factor of atleast the crashes that occur when attempting to log into a character. (This *may* be connected to the other crashes but we don't yet have indications of that)

The information I would like, from those who are experiencing these crashes, is to know whether you have any account level entitlements that place items into your inventory when you create a character/log into a character for the first time (Like, but not limited to, most expansion pack bundles or even the White Plume Mountain Bonus Items bundle)?

If you are experiencing those crashes and do not have anything that fits the above description, we would love to know.

Alternatively, if you do have anything that fits those descriptions and are not experiencing crashes on a Mac we would also love to know.

[kbaskins]

The information I would like, from those who are experiencing these crashes, is to know whether you have any account level entitlements that place items into your inventory when you create a character/log into a character for the first time (Like, but not limited to, most expansion pack bundles or even the White Plume Mountain Bonus Items bundle)?

The crashes are happening to my main toon, who almost always loads these entitlements. Both Ravenloft and the WPM Bonus Items bundle were placed into this toon's inventory.

[eurogeek]

whether you have any account level entitlements that place items into your inventory when you create a character/log into a character for the first time (Like, but not limited to, most expansion pack bundles or even the White Plume Mountain Bonus Items bundle)?
If you are experiencing those crashes and do not have anything that fits the above description, we would love to know.

I'm sorta confused to what you are asking? (me and my wife have the same login problem)
We have the following expansions:
Mists of Ravenloft - Standard Edition with the Standard Survivor’s Package
Menace of the Underdark (tm) Base Edition
Shadowfell Conspiracy™ Standard Edition

Not sure if these add anything to a character's inventory though.
Other than cosmetic armour and some companions we don't really have things I can think about that could be account level entitlement.
Is that what you wanted to know?
If not, please clarify exactly what you wanted.

Thanks for looking into this.

[Cocomajobo]

I'm sorta confused to what you are asking? (me and my wife have the same login problem)
We have the following expansions:
Mists of Ravenloft - Standard Edition with the Standard Survivor’s Package
Menace of the Underdark (tm) Base Edition
Shadowfell Conspiracy™ Standard Edition

Not sure if these add anything to a character's inventory though.
Other than cosmetic armour and some companions we don't really have things I can think about that could be account level entitlement.
Is that what you wanted to know?
If not, please clarify exactly what you wanted.

Thanks for looking into this.

This is exactly the information we are looking for, thank you.

[JQP]

I think it's the Owl Bear. (May be other things, too.). See my explanation here: https://www.ddo.com/forums/showthread.php/498041-Mac-Client

[eurogeek]

Because of the last things that were said, I tried to log all my characters now.
I have three characters on Argonessen and all three manage to log in.
I had only tried one character (the one I'm trying to get to level 30) because my wife tried it with 2 characters and none could enter a session without crashing.
So on Orien my following characters are not able to log in: Zerebor Eliakim and Kensjin Himura
On Orien the following characters are able to log in: Daviano Darksbane, Eratanil Highmoon, Faffnir Tooru, Gavelin Chorster and Wernir Panagim

I guess you could look on your end what the difference between these characters is that makes it crash for some, but not for others.
I think it might be the cosmetic armor. As far as I know only Zerebor and Kensjin have cosmetic armor and those are the ones that crash the client.
The other characters as far as I remember don't have cosmetic armor and they work fine.

Once again, thanks for looking into this.

[NRK]

The information I would like, from those who are experiencing these crashes, is to know whether you have any account level entitlements that place items into your inventory when you create a character/log into a character for the first time (Like, but not limited to, most expansion pack bundles or even the White Plume Mountain Bonus Items bundle)?

I am also running Mac OS 10.13.6 and experiencing crashes just after character loading.

I have multiple expansion packs, including Ravenloft, that come with account-level entitlements.

[NRK]

I guess you could look on your end what the difference between these characters is that makes it crash for some, but not for others. I think it might be the cosmetic armor.

I can log in on some characters wearing cosmetic armor, but not others.

[Haphazarduk]

I think it's the Owl Bear. (May be other things, too.). See my explanation here: https://www.ddo.com/forums/showthread.php/498041-Mac-Client

I don't have the owl bear and its crashing for me.

I have Menace base and Shadowfell collectors edition and the Mountain Lion from somewhere - can't remember where - but have not summoned anything to get the crashes. It was happening on a new toon so I think the only things in the inventory would have been the Lion, the LR stone, Cleric Hireling and Shadowfell Collector's ticket.

Hap

[Cordovan]

We are looking into an item-based issue in addition to other avenues as we continue to investigate.

[Shadow_Flayer]

I have purchased all the recent expansions, and do have other entitlements that grant items on character creation (from being a pre-launch player, and others). The characters this happens to have been transferred between servers (from Xoriat, to Thelanis, to Argo, and back to Thelanis).

This does not happen if I log in with the same characters on the Windows client (under Parallels on the Mac).

For me this only happens for characters that currently have epic levels.

[Evean]

I am experiencing crashes and do not meet the above description.

[Vorpenklaith]

Client stability has deteriorated even further today. The DDO client is now crashing any time I am inside of an instance and a chest is opened anywhere inside that instance. The game is borderline unplayable due to this issue.

As I posted previously, I am using a mid-2012 Macbook Air running macOS High Sierra 10.13.6.

I do not have the owl bear. I do have MotU and SC expansions, one of which (SC, I think) provides a +1 skill tome to any new toon that I create.

Character name is Vorpenklaith, on server Cannith.

[Vorpenklaith]

Client stability has deteriorated even further today. The DDO client is now crashing any time I am inside of an instance and a chest is opened anywhere inside that instance. The game is borderline unplayable due to this issue.

As I posted previously, I am using a mid-2012 Macbook Air running macOS High Sierra 10.13.6.

I do not have the owl bear. I do have MotU and SC expansions, one of which (SC, I think) provides a +1 skill tome to any new toon that I create.

Character name is Vorpenklaith, on server Cannith.

Following up on this last post. A guildmate suggested that I switch to the Guild chat window (rather than Party or General), and that seems to have fixed the issue of crashing whenever a chest was opened in my instance. It seems that the text generated by party members' looting may therefore have been the underlying cause of the crashes. Hope this helps!

[eurogeek]

For me this only happens for characters that currently have epic levels.

For my wife and me, the client crashes on login on all our epic characters, but on none of the other ones.

[Plantus]

I'm relieved to see that other Mac users are experiencing issues after U39-- I was a bit worried that it might just be me. Historically, I have had occasional graphics bugs (which usually require me to manually quit the client and then re-open it), but nothing like the client crashes I experienced yesterday after updating to U39. The updating itself went fine, and I have not had issues logging in or switching toons, but I did experience numerous client crashes while in the quests Subversion and What Goes Up.

Specifically, the optional "Deadly Storage Area" in the quest Subversion crashed my client on two consecutive runs. I also ran What Goes Up twice-- I experienced 4 or 5 crashes during the first run, all of which occurred in the last section of quest (outside on top of the glacier), but then did not crash a single time during the second run.

I am using a mid-2012 Macbook Air running macOS High Sierra 10.13.6.

Same Issue here. I've always lived with the graphics glitches and restarting the game, but this is unworkable. The game crashes after seconds. I am running the following equipment,
Model: MacBookPro6,2, 2 processors, Intel Core i7, 2.8 GHz, 8 GB,
Graphics: Intel HD Graphics, Intel HD Graphics, Built-In
Graphics: NVIDIA GeForce GT 330M, NVIDIA GeForce GT 330M,
MAcOS: High Sierra 10.13.6

[Vyrzain]

Maybe this issue is similar to why only some characters logout right away vs. others always delayed 15-30 seconds?

As talked about here…

https://www.ddo.com/forums/showthread.php/496202-Logging-out-Never-works-the-first-time-and-is-always-delayed-15-30-seconds-why

Could this have something to do with what SLOT your character is in on the load screen OR as others have hinted at the Race or Level?

[Plantus]

I have been trying different things with different toons. The same thin seems to cause a crash in every case. Specifically, summoning the onyx panther and the owlbear makes it crash immediately. Summoning the alabaster lioness or the scarecrow does not crash the game. However, opening a chest with either one of these does crash the game.

Food for thought,

[Plantus]

I have been trying different things with different toons. The same thin seems to cause a crash in every case. Specifically, summoning the onyx panther and the owlbear makes it crash immediately. Summoning the alabaster lioness or the scarecrow does not crash the game. However, opening a chest with either one of these does crash the game.

Food for thought,

One additional issue. As it has been reported in an earlier thread, having the general or party chat windows open crashes it. The guild window does not.

[kbaskins]

I have a free afternoon. No game. So I figured what the heck, time to do some troubleshooting.

I stepped into HE DA in the guild chat panel, called Althea the hireling, and then my L17 owlbear, and BOOM! So, not the guild chat.

After restarting, I stepped into HE DA again, and only called Althea. Completed, no crashes, three remnant chests and the four regular chests, no crashing on opening those. Yay!

Stepped into Grimm & Barrett and Good Intentions, no owlbear, and completed both with no crashes. So I'm no expert, but for me, I think the problem is the owlbear. :-)

This is the toon that was first to receive all the items from MoTU, Shadowfell, and Ravenloft, all purchased from the DDO Market and all with top-tier bonuses. I think (but am not sure) that this toon also received the items from the Starter Pack, also bought from the Market. And this is definitely the toon that bought the WPM Bonus Item thing the other day from the DDO Store. I'm a VIP, if that makes any difference.

Just to reiterate from my earlier reply, my computer is a late 2014 Mac Mini running macOS 10.12.6.

So now I can quest, even if I can't use my owlbear. I'm not high enough level to use the lioness, and can't be bothered to dig my L10 Scarecrow certificate out of my TR cache, so I don't know if they cause crashes for me too.

[eurogeek]

So I'm no expert, but for me, I think the problem is the owlbear. :-)


My characters have the Owlbear, but my wife's characters don't. So for us the crash (upon entering the session with the character, which seems to be different from the crashes you are describing) seems to not be caused by the Owlbear.

[Tricosene]

If it helps with hunting down the bug...

So far I haven't had any crashing or other new problems.

Ravenloft: bought thru in-game store for DDO points
MotU: I think that I bought this through the in-game store, too
Shadowfell: according to the MyAccount@Turbine page, I have Shadowfell Conspiracy CE
MacOS 10.10.5

[Vorpenklaith]

Using guild chat (instead of general or party) has been very helpful in avoiding constant crashes from chest-looting, but I am still experiencing frequent random crashes. Also, the optional "Deadly Storage Area" in the quest Subversion still consistently causes crashes, even when playing solo.

[kbaskins]

Did a few more quests last night. No owlbear, no crashes for me.

It has to be frustrating for the devs to have so many different crash triggers for all of us. Poor buggers. :-)

BTW, I've been soloing everything with just Althea the hireling.

[Myranna]

For me, with a mid 2015 Macbook Pro, the only issue I am currently experienced is related to the Figurine of Wondrous Power: Alabaster Lioness. When I summon it, I crash. (just dumps me out, no error visible) When I log back in, the Lioness is there, but unless I dismiss it, every time I open a chest I crash. There doesn't seem to be anything else impacting me at the moment.

[jwelch]

We think we've tracked down a connecting factor of atleast the crashes that occur when attempting to log into a character. (This *may* be connected to the other crashes but we don't yet have indications of that)

The information I would like, from those who are experiencing these crashes, is to know whether you have any account level entitlements that place items into your inventory when you create a character/log into a character for the first time (Like, but not limited to, most expansion pack bundles or even the White Plume Mountain Bonus Items bundle)?

If you are experiencing those crashes and do not have anything that fits the above description, we would love to know.

Alternatively, if you do have anything that fits those descriptions and are not experiencing crashes on a Mac we would also love to know.

So my issues are basically at random (in one of the new runs and in Baba Lysaga's hut), the mac client will just start crashing repeatedly. the time frame seems to be between 10 and 60 seconds. There's no consistent tell. Sometimes it's trying to rest. sometimes it's opening a chest. Sometimes it's just standing there doing nothing. But once it starts, the only fix i've seen is leaving the run. Once I'm out, things seem to stabilize. I submitted a bug on this as well.

[Tricosene]

If it helps with hunting down the bug...

So far I haven't had any crashing or other new problems.

Ravenloft: bought thru in-game store for DDO points
MotU: I think that I bought this through the in-game store, too
Shadowfell: according to the MyAccount@Turbine page, I have Shadowfell Conspiracy CE
MacOS 10.10.5


I got the client to crash just now.

I entered ToEE part 2 (which I have played with no issue just yesterday) and summoned the Alabaster Lioness. My character did the hand wave animation, then the client froze and crashed.

I hope this helps.

[jwelch]

Another data point: when switching to alts, the game crashed if I did it via logout, but not from a full client start. Switching to my main via logout did not crash.

[NRK]

Still crashing on Inquoate on Argonnessen in the following circumstances:


Level 21 epic reincarnated cleric
Location: guild airship
Entire DDO client quits after character appears on screen but before the action bars have moved into their preferred locations
No opportunity to switch chat windows
Owlbear and lioness in inventory but unsummoned (obviously)


Other characters can log in, but the DDO client does sometimes quit suddenly with no apparent trigger.

[Cocomajobo]

Monday Update: We believe we have determined the root of all of these myriad of crashes and a tentative fix has been completed. We will be verifying a release candidate build tomorrow.

If the release candidate build passes verification we will patch later this week in an attempt to reslove these issues. If the release candidate build fails verification than we will need to go back to the drawing board and patch next week at the earliest.

I will attempt to keep you updated as things progress.

[jwelch]

Monday Update: We believe we have determined the root of all of these myroad of crashes and a tentative fix has been completed. We will be verifying a release candidate build tomorrow.

If the release candidate build passes verification we will patch later this week in an attempt to reslove these issues. If the release candidate build fails verification than we will need to go back to the drawing board and patch next week at the earliest.

I will attempt to keep you updated as things progress.


Thanks! Sometimes, the mac DDO community feels like that weird cousin no one really wants to talk to. This level of response is really appreciated.

[Pheres]

We think we've tracked down a connecting factor of atleast the crashes that occur when attempting to log into a character. (This *may* be connected to the other crashes but we don't yet have indications of that)

The information I would like, from those who are experiencing these crashes, is to know whether you have any account level entitlements that place items into your inventory when you create a character/log into a character for the first time (Like, but not limited to, most expansion pack bundles or even the White Plume Mountain Bonus Items bundle)?

If you are experiencing those crashes and do not have anything that fits the above description, we would love to know.

Alternatively, if you do have anything that fits those descriptions and are not experiencing crashes on a Mac we would also love to know.

If it's not too late i have note few things:

It wasn't crashing at loggin. But after buying the white plume mountain pack and after the delivery of account level items in my inventory, due to the adding of pack item, it's crashed. The second time i have loggin, no crashes occur.

Others things:

I have experiment some crash during quests playing:

Firsts crashes : I was playing with no pets summon, i am a wizard/rogue player, i have an hireling summoned, it crashed after few minutes, it's not crashing in public areas. But i was playing in a group with a druid player who have his pet summoned.

No crashes if i play solo play with an hireling

No crashes if the druid player don't summon his pet and if we play together, with hirelings summoned

I have bought the White plume mountain pack in order to test if a summoned pet will make the client crash when i am playing solo quest. I have summoned the bird and play in solo, but no crash occur.

So, perhaps, the client crash seems to be linked to the summoning of a druid pet, even if it's not yours pet.

Regards

[NRK]

Monday Update: We believe we have determined the root of all of these myriad of crashes and a tentative fix has been completed. We will be verifying a release candidate build tomorrow.

If the release candidate build passes verification we will patch later this week in an attempt to reslove these issues. If the release candidate build fails verification than we will need to go back to the drawing board and patch next week at the earliest.

I will attempt to keep you updated as things progress.

Thank you!

Is it also on the list to fix the graphics glitch that occurs on Macs (where players lose the ability to see the ground or walls)? It makes for some great screenshots, but it also makes for some challenging in-game jumps.

[Cocomajobo]

Tuesday Update: The release candidate build has failed verification. The hoped for universal fix to the crashing issue has not panned out. Because Wednesday was our last chance to patch this week (due to internal scheduling reasons with this week specifically) and we do not currently have a timeline on when a second attempt at this fix will be complete, this patch has been pushed to next week at the earliest.

Again, I will attempt to keep you all updated and I apologize for the poor stability of the Mac client currently.

[tomador]

Tuesday Update: The release candidate build has failed verification. The hoped for universal fix to the crashing issue has not panned out. Because Wednesday was our last chance to patch this week (due to internal scheduling reasons with this week specifically) and we do not currently have a timeline on when a second attempt at this fix will be complete, this patch has been pushed to next week at the earliest.

Again, I will attempt to keep you all updated and I apologize for the poor stability of the Mac client currently.

Best of luck and let us know if you need any other tests done. Really looking forward to just playing thru the black walls with out crashes ;-)

[jwelch]

Tuesday Update: The release candidate build has failed verification. The hoped for universal fix to the crashing issue has not panned out. Because Wednesday was our last chance to patch this week (due to internal scheduling reasons with this week specifically) and we do not currently have a timeline on when a second attempt at this fix will be complete, this patch has been pushed to next week at the earliest.

Again, I will attempt to keep you all updated and I apologize for the poor stability of the Mac client currently.

Another data point: there's a consistent crasher, for me at least, when entering the arena proper in "Belly of the Beast". I was soloing it, so no pets, no mimics, but upon entry, crash. 3 times, every time.

[Shadow_Flayer]

Tuesday Update: The release candidate build has failed verification. The hoped for universal fix to the crashing issue has not panned out. Because Wednesday was our last chance to patch this week (due to internal scheduling reasons with this week specifically) and we do not currently have a timeline on when a second attempt at this fix will be complete, this patch has been pushed to next week at the earliest.

Again, I will attempt to keep you all updated and I apologize for the poor stability of the Mac client currently.

Cocomajobo,

Is there any update on the Mac client? It's been over a week since the last update.

Thanks,

SF

[jwelch]

Cocomajobo,

Is there any update on the Mac client? It's been over a week since the last update.

Thanks,

SF


Looks like there's a fix in the update dropping tomorrow, 2 Aug, according to the release notes.

[PizzaDoctor]

No updates since August? Am I reading that correctly?

Still having issues logging in.

Usually the program quits shortly after selecting the server. Sometimes it starts to load the next program and then quits shortly after the graphical load screen show up. IK have4 never been able to access the store. I tried to buy one expansion pack and that was a complete disaster. All I ever see on the store are the expansion packs.

I was running multiple copies of DDO for a week or so and that seem to help connect to the game. I would start the second copy after selecting the server and before the graphic loader showed up.