Difference between revisions of "KB2/Login failure"

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Here are some of the top causes of login failure for Second Life.  If you are having trouble logging in, review these causes and solutions to help identify your problem and choose an appropriate solution.
 
== Linden Lab may have temporarily restricted all Resident logins ==
Linden Lab occasionally restricts access to Second Life when its servers experience severe technical difficulties or require major maintenance.  These outages affect all Residents, and are not limited to your computer or account.  You can check the status of the Second Life Grid at [http://status.secondlifegrid.net http://status.secondlifegrid.net] to find out whether access to Second Life has been temporarily disabled.
 
== Wrong password ==
Incorrect passwords are a very common cause of login failure.  Remember that passwords are case-sensitive, so remember to check your caps lock if you know you entered your password correctly.  If you have forgotten your password, follow the instructions in [[Linden Lab Official:I forgot my password. What should I do?| I forgot my password. What should I do?]] to retrieve it.  If you remember your password, but would like to change it, you may do so from your [http://secondlife.com/my/account/password.php dashboard] on the Second Life website, under Change Password.
 
== Account disabled due to delinquency ==
If do not pay your [[Tier|tier]] or private Region fees in a timely fashion, your account ''and your alternate accounts'' may be disabled for delinquency.  For more details on our delinquency policy, see: [[Linden Lab Official:Delinquency Policy]].
 
== Account on hold due to disciplinary action ==
When we find that a Resident has broken our [http://secondlife.com/corporate/tos.php terms of service], [http://secondlife.com/corporate/cs.php community standards], or other policies, we may place that Resident's account on hold as a disciplinary measure.  When we place an account on hold in this way, we send an email to the account holder at the address provided for that account.  To make sure you receive these emails, you should add "secondlife.com" and "lindenlab.com" to your email client's trusted senders list to prevent them from getting marked as spam or junk mail.
 
== The system is logging you out ==
Sometimes, usually after a recent logout or crash, Second Life may mistakenly think you are still logged in.  When you try to log in again, your previous session must be logged out before you can get back into Second Life.  If you receive a login failure message stating that "The system is logging you out...", try waiting a few minutes before logging in again.  If you continue to receive this message, you may be a victim of "stuck presence", which can be fixed by restarting the Region in which your avatar is stuck.
 
Residents with Premium or Concierge level accounts may request a Region restart via live chat, ticket submission, or phone support.  Basic accounts do not have access to avatar-level support at this time.
 
== General remedies ==
If you're not sure why you cannot log in, try the following general procedure:
 
# Double-check your username and password.  If you continue to receive an error, try logging into the [http://secondlife.com Second Life website].  If you are unable to log into the website, the problem is likely to be your username or password; follow the "Forgot your login information?" instructions on the website to reset your password.
# Change your login location to a different Region.  See [[Changing your login location]] for more information on how to do this.
# Restart your computer, modem, and router.  When restarting, make sure to leave them powered off for at least 10 seconds before restarting.  This step can often fix routing issues and other connection-related problems.
# If you are still unable to login, Premium and Concierge Residents may contact customer support via live chat, support cases (tickets), or by telephone.

Latest revision as of 10:42, 2 March 2011


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