Numerous Users Getting `Unknown error` response from Playfab

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dklompmaker asked Sep 9, '19

Numerous Users Getting `Unknown error` response from Playfab

We have several users across the globe that are receiving `Unknown error` response from Playfab. Since we utilize Playfab as our main mechanism for logging in, storage, etc. They are unable to play the game.

This is all the information that their clients receive.

Is there any back-end server logs or anything to provide insight into why they are receiving these issues? Our users also access our multiplayer server and AWS, so it's not a matter of internet outage, etc.

We can provide specific Playfab Id's if it is helpful. Or perhaps, you can look to see any error reports generated against our Title ID: EACE.

support

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dklompmaker commented · Sep 06, 2019 at 02:21 PM

A few of our users who've at least been able to login, but receive the error.

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dklompmaker commented · Sep 06, 2019 at 02:26 PM

A majority of Chinese users cannot access it either (even with VPN).

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Answer 1 · 2019-09-09T06:59:19Z

Citrus Yan answered Sep 9, '19

Hi, I am asking our product team to take a look, I will keep you informed of any updates, sorry for this inconvenience.

By the way, PlayFabId alone would be enough for us to investigate. Displayname or location info are considered as PII, you might need to avoid that.

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dklompmaker commented · Sep 09, 2019 at 01:43 PM

Hi, I am asking our product team to take a look, I will keep you informed of any updates, sorry for this inconvenience.

I appreciate this and will keep an eye out.

By the way, PlayFabId alone would be enough for us to investigate. Displayname or location info are considered as PII, you might need to avoid that.

Since there's no way to edit, nor delete, the comments. I cannot remove the unnecessary information. Is there a way I can do this?

Thanks,

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brandon@uprootstudios.com dklompmaker commented · Sep 09, 2019 at 10:31 PM

You should be able to select More on your comment then select Edit

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Andy ♦♦ brandon@uprootstudios.com commented · Sep 10, 2019 at 03:17 AM

I removed the potential PII.

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Citrus Yan dklompmaker commented · Sep 10, 2019 at 05:40 AM

Hi, we need to know which API calls are returning the “Unknownerror” response in order to help you. We do see cases in the API call history of UnknownError responses on calls to GrantItemsToUser, but these wouldn’t be visible to the clients (it’s a server call). And, we can see plenty of “InvalidSteamTicket” errors from the Dashboard, not sure if it’s related to your issue that the users cannot log in, you might want to check that.

General speaking, if this “UnknownError” doesn’t appear in the API call chart on the dashboard, we don’t know anything about it because the request isn’t making to us, you might need to investigate it on your end. Also, it might be helpful if you can find out what happens when the client retries these errors.

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dklompmaker Citrus Yan commented · Sep 10, 2019 at 01:59 PM

The errors are happening from our Server API in response to user actions. The server notifies the user of an error. We use Sentry to log the exceptions back so we can see the response from Playfab. However, since the error only contains "Unknown error" it's very difficult to ascertain the issue.

Per the issues you see regarding GrantItemsToUser, is there any special about the requests that's causing the issue? Or perhaps, is there something of use here?

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Tahir commented · Sep 17, 2023 at 10:11 PM

This seems to be happening again

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