New User can't log in

[Queleri]

Ok, I just bought DDO, set up my account and downloaded and updated the client. So today I go in excited to finally start my character and I find I can't log on. The launcher comes up, I enter my account info (which is correct because I logged into my account info to verify it was working) and it just keeps retrying over and over.

I went to windows and made sure that DDO was on the exceptions list of the firewall, it wasn't so I added it, and still having the same issue. Only other thing I could think of is I also have Symantec AntiVirus on my PC, but I don't see any firewall settings when I bring it up to try adjusting there, not sure what to do, any thoughts or suggestions?

[Aspenor]

When is it that it starts retrying??? After entering your account and password? Does it accept it? What is the message on the launcher while it's repeating??

[Queleri]

I enter my info and click log in, and it appears as if it's trying to log in, but nothing happens, it just sits there for awhile then in it says "retry 1 of 5", and after awhile changes to 2 of 5, etc., etc.

I don't get an error (although I'm now waiting to see what happens if I let it go through all 5 attempts), well looks like it just finished and this is the error.

Login Server Error

The following web error occurred while trying to access "https://gls.ddo.com/GLS.AuthServer/Service.asmx":

The Underlying connection was closed: Could not establish secure channel for SSL/TLS

[Theboz]

make sure you turn off your fire wall

[Aspenor]

make sure you turn off your fire wall

I somewhat agree, you may not have turned off the firewall for the appropriate DDO program. You might just want to disable it when you want to log on, Windows firewall can be testy. Running XP or Vista?

There should be a DnDlauncher.exe, and also the game program itself, they are different.

[liamfrancais]

I somewhat agree, you may not have turned off the firewall for the appropriate DDO program. You might just want to disable it when you want to log on, Windows firewall can be testy. Running XP or Vista?

There should be a DnDlauncher.exe, and also the game program itself, they are different.

Yea make sure you have the client.exe and dndlauncher.exe in list of exceptions for your firewall and also make sure if you are running more then one they both have the exceptions listed or turn off one also if your antivirus is Mcafee that can also be testy sometimes.

[Aspenor]

Yea make sure you have the client.exe and dndlauncher.exe in list of exceptions for your firewall and also make sure if you are running more then one they both have the exceptions listed or turn off one also if your antivirus is Mcafee that can also be testy sometimes.

Ah yes, the client. How could I forget the numerous "dndclient has performed an illegal operation and must be closed" messages from back in the day....

You need to make sure both dndclient.exe and dndlauncher.exe are allowed to access the internet, as Liam said.

THat's really all I can think of for the reason why you get held up at this spot, otherwise CS might have to help you out.

[Queleri]

I've turned off the windows firewall (I use XP), and still have the same issue. I have Symantec AntiVirus but don't see any firewall options on there to try adjusting. Also when I looked at the excemptions in the windows firewall I only see StormReach and the Uninstall, not the files you mention.

[Aspenor]

I've turned off the windows firewall (I use XP), and still have the same issue. I have Symantec AntiVirus but don't see any firewall options on there to try adjusting. Also when I looked at the excemptions in the windows firewall I only see StormReach and the Uninstall, not the files you mention.

This *is* your home computer, right?? My office uses Symantec, at home I have Norton. If it's your office, is it possible that those in power have prevented access?

[Queleri]

This *is* your home computer, right?? My office uses Symantec, at home I have Norton. If it's your office, is it possible that those in power have prevented access?

This is my old office PC, when I got a new one I bought my old one from them. I'll check with them when I go back to work tomorrow.

[Aspenor]

This is my old office PC, when I got a new one I bought my old one from them. I'll check with them when I go back to work tomorrow.

I'm willing to bet your office has a list of disallowed connections on that thing. I'm just glad my office doesn't have ddo.com blocked

[liamfrancais]

I'm willing to bet your office has a list of disallowed connections on that thing. I'm just glad my office doesn't have ddo.com blocked

LOL me too. If that is not the case though it can be a little tricky getting both listed in the exceptions because of the way the different firewalls have files set up I used to run windows firewall and Mcafee and both were totally different on setting up exceptions. Customer service should be able to help.

[Aspenor]

LOL me too. If that is not the case though it can be a little tricky getting both listed in the exceptions because of the way the different firewalls have files set up I used to run windows firewall and Mcafee and both were totally different on setting up exceptions. Customer service should be able to help.

YEah if none of this stuff helps, CS will be around to help. If any of you Turbine techs read this, we may be stumped. Offer suggestions if you can.

[Karch]

The best I can offer off the top of my head is that the following ports need to be a straight shot to and from our server:
# Port 80 - TCP
# Ports 9000-9010UDP - as a server Port
# Ports 2900-2910UDP - as a server Port

Otherwise, it's probably best to create an official help ticket. We can gather more information more easily that way. Visit support.turbine.com and create a ticket, or if you already have, feel free to shoot me a pm and I'll look into it as soon as I can.