Teleport_failed bug
closed
Vanity Bonetto
Over the past few weeks, many of our regions have been hit by the "teleport failed" bug which is known for many, many years. Whoever tries to enter an affected region receives the error message "Teleport failed - Teleport attempts are limited to 6 per minute ...." (not sure if this is important, but it always happens at friday nights - I checked. Over the past few months, whenever this bug has been reported by some our residents, it was a friday night!).
The only way to regain access is to remotely restart the region which can only be done by a concierge as requests to restart a region via restart option under "My regions" are timing out as soon as more than just a few regions are joined in one estate. See pic below.
- please fix the "teleport failed" bug
- please fix the "request timed out" bug under "My regions"
- for the love of god, get 24/7 live chat back - Second Life is like the biggest hotel in the world without night concierge, bar and kitchen closed! It doesn't take a team - just one concierge being around to fix offline servers and other major issues!
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Maestro Linden
Logan Elf: We need more precise information about failure events. In retrospect, we really just need viewer logs which show the TP failures, as the logs will contain specifics about which 2 regions were involved in the TP event and a precise timestamp of the failure.
Canny does not currently support uploading logs, so we'll need to do this through Support tickets.
Please direct the reporters to log into https://support.secondlife.com/ and click the "Submit a Support Case" in the right column, then choose “Technical Questions” and “Viewer Performance”. Reproduce the viewer failure and then zip up your viewer logs folder and attach it to support ticket. There's an Attach a file link at the bottom.
This page tells you where to find the logs folder: http://community.secondlife.com/t5/English-Knowledge-Base/How-to-report-a-bug/ta-p/733545#Section_.3
Maestro Linden
closed
After a few weeks, we haven't received the requested viewer logs via the support ticket tracker which illustrate a case of this issue.
The most recent report, in #2252346, lacked viewer logs and pertained to a case in which the sim host was down due to a hardware fault, which is not something that is actionable as an SL bug.
Maestro Linden
needs info
In order to investigate this issue, we need more details about specific teleport failure or region crossing incidents.
Specifically, these details are necessary:
* The exact time of the failure
* The name of the region that you were coming from
* The name of the destination region that you failed to TP into
* During the timeframe of these TP failures, the destination region be accessed in other ways, such as logging into it directly?
Vanity Bonetto
Maestro Linden There is no way of telling the exact time as those regions were inaccessible for 12 or more hours. Each time it happened, it affected many regions on the grid, belonging to different estates, not just ours. I know that from Patch when he investigated one case for me back in June.
* August 17th we had 3 regions down: Havengore, Dahl and First Oasis ... Ticket #2244802
* July 27th, 2 regions: Sletta, Airport SNO ... Ticket #2236975
* July 27th, reported in a separate ticket: Isle of Gortuga ... Ticket #2236967
* June 16th it was just one region named Gimsoya ... Ticket #2220997
* June 4th we reported 4 regions: Anais, Edam, Deuces Bend, NEF Live ... Ticket #2216205
All those regions have been reported by residents, therefor I have no knowledge of which regions they tried to get there from. It wasn't possible to log into one of these regions directly.
When I discussed the matter with Patch Linden back in June he was wondering if the automation for restarting stuck and busted regions isn’t working when this happens. He said that the recovery automation thing should be catching these regions but doesn't. These regions show up and running but nobody can go there.
Maestro Linden
Vanity Bonetto: I just need the times of your attempts which failed as a reference point - not the full timespan of the outage(s).
Vanity Bonetto
Maestro LindenThat's the problem - I never tried, I was in hospital when it happened. I simply received the reports from my residents and estate managers but I am unable to tell you who tried and how often ... I am sorry ...
Maestro Linden
Vanity Bonetto: No worries. If it happens again, please add the timestamps (along with specific affected regions) to this ticket.
Vanity Bonetto
Maestro Linden I will try to keep one region for you to investigate
Logan Elf
Maestro Linden if it helps, the KraftWork region was affected on the 16th/17th and people reported in the store's group chat just before midnight. One person was trying to get there from the adjacent Atelier region.
Group chat excerpt (i've redacted names):
[2024/08/16 23:49:24] <redacted1>: is there a problem with the sim?
[2024/08/16 23:49:51] <redacted2>: Are you not able to get there <redacted1>?
[2024/08/16 23:50:03] <redacted1>: yeah wont let me TP
[2024/08/16 23:50:25] <redacted1>: im at atleir burgandy right now and i caner fly over or even see it
[2024/08/16 23:50:29] <redacted2>: hmmmm I can't even TP to the sim, let me relog and try again
[2024/08/16 23:50:41] <redacted1>: ive relogged several times
[2024/08/16 23:50:56] <redacted1>: gives me that message about tping to many times
[2024/08/16 23:51:56] <redacted3>: I got the same message and it was my first time tping anywhere tonight
[2024/08/16 23:52:09] <redacted2>: yeah I got this one too https://gyazo.com/20bb20f4dae9d60f7ce30442ec8cad56
Maestro Linden
Logan Elf: We need more precise information about failure events. In retrospect, we really just need viewer logs which show the TP failures, as the logs will contain specifics about which 2 regions were involved in the TP event and a precise timestamp of the failure.
Canny does not currently support uploading logs, so we'll need to do this through Support tickets.
Please direct the reporters to log into https://support.secondlife.com/ and click the "Submit a Support Case" in the right column, then choose “Technical Questions” and “Viewer Performance”. Reproduce the viewer failure and then zip up your viewer logs folder and attach it to support ticket. There's an Attach a file link at the bottom.
This page tells you where to find the logs folder: http://community.secondlife.com/t5/English-Knowledge-Base/How-to-report-a-bug/ta-p/733545#Section_.3
Vanity Bonetto
Maestro LindenNadril and Wilson are affected this time ... last week we had some down too ... any update on this issue, Maestro? #2252346
Maestro Linden
Vanity Bonetto: Please see my pinned comment about the need for viewer logs; these are required in order to see the exact failure message (and timestamp of message). We have not received logs from anybody about this issue yet.
Please attach the viewer log from an affected session to your #2252346 support ticket (or any future tickets).
Vanity Bonetto
Maestro LindenI would have done so but I was under the impression you had all the info and data required to investigate this ... When I offered to isolate an affected region so that LL could investigate it in world I was told you had all it takes ....
"Thank you so much for your kind offer to isolate a region for us, but there's no need to worry—we already have all the regions we need for our investigations! Your willingness to assist means a lot to us, and we're always here if you need anything else"
So next time I will keep viewer logs ...
Best regards,
Alpha Linden
Maestro Linden
The short answer is that teleports fail for any number of reasons. The most recent case from the #2252346 support ticket was caused by the simulator being (either partially or completely) offline, due to a hardware fault in the underlying sim host. This case was addressed by moving the region off the host.
Looking at the teleport will tell us the exact timestamp of a teleport failure, along with more details about why the teleport failed.
Vanity Bonetto
okay, the friday thing isn't correct after all - it is true, it happened always on fridays for 2 months but back in June it was a monday ...
Imagin Illyar
I work managing parcels on 337 regions. This bug is interfering with my ability to do my job.
Amnesia Babii
I agree, it makes exploring SL/shopping & going to events a nightmare, not to mention working my Real Estate Shift when helping customers.