question

yarden avatar image
yarden asked

Password reset broken

Hello we have an issue where a few weeks ago the password reset link in our game (Playfab API all) stopped working for some players - When trying to use the Forgotten Password link, It just says that it cannot contact the server - and no email is sent obviously.

Please advise, we didn't change anything on our side, it worked well for months - but since a few weeks ago it stopped at least for some players - annoyingly it seems to work for us when we try it...

Thank you!

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Hernando avatar image Hernando commented ·

Can you post your TitleID or PlayFab account to help us find the cause of the error?

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yarden avatar image yarden Hernando commented ·

I think the title number is 5131 - OWW

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Andy avatar image Andy ♦♦ yarden commented ·

Can you share more info about exactly what call is failing and what error it's failing with? I see a calls to SendAccountRecoveryEmail for your title last week, but all were successful. If that calls aren't making it to our server there's very little we can do about it, unfortunately. It's the same server that processes the rest of the API requests.

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yarden avatar image yarden commented ·

Thank you the request is SendAccountRecoveryEmail and it's failing with 503 Service Unavailable - used to work perfectly for over a year...

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yarden avatar image yarden commented ·

Some recent examples

https://www.dropbox.com/sh/et40qq6g9nt3380/AAA589l4Nk0or8bWocTz9dE-a?dl=0

Sorry can't upload images on this forum from Safari... ;(

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Andy avatar image
Andy answered

I don't see any record of those calls reaching our servers. I do see 3 successful calls to SendAccountRecoveryEmail over the last week, though. How many calls are you making that are failing? Are they all from the same place? Do other PlayFab calls work from those devices?

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yarden avatar image yarden commented ·

We don't know how many are failing but every day we have at least 4-5 players reaching out to us with this issue... You can assume that for everyone who bothers there are at least 5(?) others who don't - this bug is hurting our CCUs significantly...

Most of our players (including those affected) are based in the US so I doubt it's an issue of a government blocking Google/AWS.

Not sure of other playfab calls that are failing.

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yarden avatar image yarden commented ·

Hello? Anything on this? We keep having people complain about this? Do you not care? Thank you

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brendan avatar image brendan yarden commented ·

Unless you're getting throttled due to excessive calls (which you're not, looking at the title), all the calls to PlayFab, and their responses, are reflected in your API Calls graph on the dashboard. You can filter that down to see just the calls you're looking for. In the last 7 days, there have been six calls we received for SendAccountRecoveryEmail on Title ID 5131, one of which failed due to invalid parameters - the others all passed.

Have you tested this from your own client device? Can you reproduce what you're hearing? If you can, can you get a Wireshark capture showing the traffic?

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yarden avatar image yarden yarden commented ·

Thank you Brendan,
We can't reproduce it, it works for us, however every day we have to manually reset password for 5-6 players who bother reaching out to us... so it's definitely an issue for some...

Any ideas what this can be? Thank you!

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brendan avatar image brendan yarden commented ·

Sorry about the extra emails - just wanted to clean this up so that it make sense to others who might encounter it later.

The issue is that those calls are simply not reaching our service. It is not possible for us to debug that, since there's literally nothing coming to our servers, as far as we can see. So either the client isn't actually making the calls, or there's something blocking the calls from getting to us. What other calls does the client make? Can you confirm that the players' devices are making them? Are any of your players technically adept enough to get a Wireshark capture?

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