Welcome to the Authenticating....Error trial user error Top Issues thread. This thread has been created to concentrate the problem into one thread to maintain communication of the problem and resolcutions as they become available.
Known information:
We have been receiving reports of Trial players being unable to login to MxO. The typical error is "Authenticating....failure(error)" at the Login screen.
This seems to affect users regardless of network location and firewall status. However, we need the following information from each person experiencing the issue:
A tracert to your server:
Next, click START, select RUN. Type in the word “command” and select OK/ENTER. An MS-DOS Prompt window should appear with the prompt, "C:\windows\desktop". For Win98 or Win2000, type the following three DOS commands, one at a time, hitting ENTER between each command and waiting for the prompt to reappear:
ipconfig /all > c:\mxoinfo.txt
tracert Vector.MatrixOnline.com>> c:\mxoinfo.txt
tracert Recursion.MatrixOnline.com>> c:\mxoinfo.txt
Be advised that each of these commands will take a few moments to complete, so please wait for the prompt before typing the next command.
Finally, upon completion of these commands, you will find a file labeled "MXOINFO.TXT" on the root level of your C: drive. You can use the Find command from the Start menu to locate it. Open the file using notepad/wordpad and paste the contents here.
The MsInfo sections requested here:
For Windows 2000/Win XP
1) Click on the START menu, select RUN and type MSINFO32 and select OK.
2) When the Microsoft System Information program opens, select SYSTEM INFORMATION to highlight it and select SAVE TEXT REPORT.
3) Save the information as MSINFO.txt to your desktop or other easily found location.
4) This is a large file so let’s copy only the important parts.
3. Copy and paste from [Running Tasks], [Startup Programs] and [System Hooks]. (System Hooks may or may not be present)
Your physical location (e.g. San Francisco, CA)
Please post the information in a reply to this thread. If you discover a work around, please post that informationa s well. We will be updating you with any information that becomes available.
