Why some users cannnot log in to PlayFab from Unity SDK?,Why do some players get timeout when trying to log in?

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patrykf asked Mar 23, '23

Why some users cannnot log in to PlayFab from Unity SDK?,Why do some players get timeout when trying to log in?

Hi, we are facing weird PlayFab connection problems in a Unity game. In our game, user logs in by calling PlayFabClientAPI.LoginWithCustomID with CreateAccount set to true and CustomId set to player-provided nickname.

Part of our players (as well as some developers) cannot access PlayFab. What I mean by that: 1) They cannot access https://developer.playfab.com/ in any browser, e.g. getting ERR_CONNECTION_TIMED_OUT in Google Chrome. It makes devteam unable to use the PlayFab dashboard. 2) They handle login failed delegate in-game with error report: "/Client/LoginWithCustomID: Request timeout" 3 minutes after the attempt.

Both of these problems are fixed for these users after turning on a VPN client. However it is not a satisfying solution - we cannot tell our players to use VPN every time they want to play our game.

It is not directly connected with any specific ISP. There are users using the same ISP and part of them can access everything normally, while the other part can't.

What can be causing such problems? We would love to provide some more details on our issue, but we don't see any rules here. How can we troubleshoot it further?

unity3d sdks Authentication multiplayer

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Answer 1 · 2023-03-24T06:20:00Z

Simon Cui answered Mar 24, '23

The issue may be caused by the user’s local internet environment. I suggest that you use other tools such as Postman to test the network connection to PlayFab. Then you may try to switch to other devices to test the connection. Next, try the connection in a different Internet environment. We also suggest you use a network tool like Wireshark to do a Network capture to locate the detailed error message.

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patrykf commented · Mar 24, 2023 at 10:34 AM

@Simon Cui Postman GetEntityToken is replicating login/dashboard behaviour with timeouts:

POST https://1c77f.playfabapi.com/authentication/GetEntityToken?sdk=PostmanCollection-0.175.230306

Error: connect ETIMEDOUT 54.184.252.139:443

Again - this happens for part of devteam on all their devices, the same part having problems with login and dashboard. And again - accessing all that with a vpn fixes the timeouts and everything works normally.

As we see - it is indeed users' local internet environment, but what's the matter with these users? Every other web service and game work smoothly for them, except for our game and PlayFab. How can Wireshark be used here? Any guide and further hints will be appreciated.

Btw - I wouldn't be able to post this answer without a vpn client (:

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Simon Cui patrykf commented · Mar 27, 2023 at 09:48 AM

You may check the difference between part of team who cannot access to PlayFab and the other part. I am not sure if there are some local firewall policies that blocked someone access PlayFab. You can also use “tracert developer.playfab.com” command in CMD to check the IP address in the route.

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patrykf patrykf commented · Mar 27, 2023 at 12:12 PM

btw - if someone can remove the duplication from the above answer, that would be great

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Simon Cui patrykf commented · Mar 28, 2023 at 03:37 AM

Hello patrykf, it is not suggested to expose your own tracert result in public, which may cause unexpected personal information leak problem for you. We have deleted it. As for Wireshark, since I am not expert on it, you may contact Wireshark for support. Btw, since you have found which IP address is blocked and difference between them through tracert, you can do more research on it. Please let us know if there is anything we can help. Thank you for understanding!

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