[RESOLVED] Support logins and auction pages temporarily out of service

[10:09 a.m. PDT]

The Support Portal is open for business again.  Thanks much for your patience on this!

[9:34 a.m. PDT]

No change in status to report. Engineers are still working to re-open the Service Portal.

[8:32 a.m. PDT]

Engineers are continuing work on the Support Portal. We apologize for the inconvenience.

[7:25 a.m. PDT]

The auction facility has been returned to service. We’re continuing work on the Support Portal login.

[7:17 a.m. PDT]

After access to Second Life is restored this morning, both the Support Portal login and the auction facility will remain offline while our engineers resolve some additional configuration issues.

We’ll keep you posted as we work to return both features to service.

This entry was posted in Announcements & News, Community, Service Status, Website Status. Bookmark the permalink.

64 Responses to [RESOLVED] Support logins and auction pages temporarily out of service

  1. Chino Yray says:

    well that one is quick.

  2. MrLunk Voom says:

    Hmm savinf a new notecard takes over 12 minutes 😦

  3. Minako Yoshiyuki says:

    The Lindex isn’t working =/

  4. U M says:

    Thank you the update

  5. Celina Lathrop says:

    Hello Teeple! 😀
    No logins yet? Back to browsing on SLExchange, then…

  6. Cat Gisel says:

    Can I just log in and promise to do nothing at all? I mean well I might stare out the window or something…:)

  7. U M says:

    Still no beta game? Will the continue to be off limits to us?

  8. There is a issue with Window Second life installer to. I have tried it twice by downloading file for two times. Both time when i try to install the file it give me error.

    The installer you are trying to use is corrupted or incomplete.
    This could be the result of a damaged disk, a failed download or a virus.

    You may want to contact the author of this installer to obtain a new copy.

    It may be possible to skip this check using the /NCRC command line switch

    I tried loging in support, but it failed.

    i downloaded Second Life 1-18-2-1 Setup.exe from http://www.secondlife.com/community/downloads.php

    Size 32.8 MB. I had already tried it for two times please help me.

  9. Stefano Ludwig says:

    Seriously folks
    how can you say this mess is not depending on voice client? Never experienced such a chaos before.
    The last non voice – – was working pretty fine.
    So Llabs give us back, and let voice chatters enjoy this mess.

  10. U M says:

    Stefano I agree with you. I had no issues with the client. But with this voice client ( with voice trned off ) I having a nightmare. Freezing is indeed a major problem and has becme once again a side kick as you say of the current client. Shakeshed why why why!

  11. Increase Credit says:

    as support is still down, need to put it in here…I cannot increase my credit:

    The following must be corrected before continuing:
    An error occured while processing your request. Please make sure your billing info is correct.

    my billing info is correct, at least, if you haven´t changed it…Please check that, i need to pay my tier

  12. LL, Website Friends Online is also not working plus redirecting retardedly:


    404: File Not Found
    The requested URL /ttps://secure-web1.secondlife.comhttps://secure-web1.secondlife.comhttps://secure-web1.secondlife.comhttps://secure-web1.secondlife.com/community/friends.php was not found on this server.

    Content on this site changes regularly, so it’s possible that the item you’re looking for is now in another location or is being redirected totally r-tardedly.

    Fix plzkthx 🙂

  13. Mifune Thibaud says:

    Having brand new issues with this update. Phantom prims in larger link sets are popping up! This is causing people to fall through floors of solid linked objects, or be physically blocked from moving by some unseen ghost prim that does not show up as transparent (but causes a collision)! This is duplicated through linksets such as the dock linkset at my parcel @ Dogfight Atoll (177, 227, 22). Please fix this this! This doesn’t bode well for builds with large groups of linked objects.

  14. Stefano Ludwig says:

    Not to mention voice users are 20%…
    And yes U M this is a real nightmare:
    1 – Logoff during/after tp, logoff if you are sitting on a sofa doing nothing. (Why i am so sure this wont be fixed?)
    2 – Scripts run and objects rez by themselves.
    3 – Weird things happen in parcels especially while editing.
    4 – Arrows often out of control – i cant stop walking, cant change direction. Etc. etc.

  15. Janet Rossini says:

    Um … are you aware that the blog says you’re up, but you really aren’t?

    Hello? Is this thing on???

  16. There is a issue with Window Second life installer to. I have tried it twice by downloading file for two times. Both time when i try to install the file it give me error.

    The installer you are trying to use is corrupted or incomplete.
    This could be the result of a damaged disk, a failed download or a virus.

    You may want to contact the author of this installer to obtain a new copy.

    It may be possible to skip this check using the /NCRC command line switch

    I tried loging in support, but it failed.

    i downloaded Second Life 1-18-2-1 Setup.exe from http://www.secondlife.com/community/downloads.php

    Size 32.8 MB. I had already tried it for two times please help me.

    Still lookin out for possible way out of this problem… can any one help.. !!!

    forum is not letting me in. Say you have to log in first. When i log in than it again redirect me to login page. This site is proving itself a BIG PROBLEM !!!!

  17. U M says:

    at 10……….are you refering to the beta game? well i tried but it say its down for service.

  18. U M says:

    @9 i not sure what is occuring with this current client. But its scary and whats worse LL is no taking any resouciblity for any problems that occuring in terms on monies lost or objects.

  19. Juliet Ceres says:

    Great job – bring SL back a half hour early, fix everything that’s broken later.

  20. Celina Lathrop says:

    Um… Linden dears? The grid is INCREDIBLY unstable. Slow, lag everywhere, so far two crashes in 20 minutes. I suggest one of you get into an ordinary alt and go check for yourselves…

  21. U M says:

    don`t knoww hat that person is even talking about………..

  22. Friends online isn’t working either…

  23. Raven Primeau says:

    Hey ho everything is BORKED again, plagued with issues all so familiar it makes me weep fatal tps and all. A friend can’t log in and rent his land so is in danger of loosing all he has built over the last few months. I cant TP, cant even IM

    WTF am I paying premium rates and US$40 a month land tier for here, LL needs to get things smooth, withdraw voice and all its inherent problems, their shOtty bandwidth loss means I cant even use it if I want more than 1FPS.

    THIS IS CRAP, TOTAL AND UTTER CRAP, I never been closer to selling up and packing it in an would if it wasnt for some of the incredible ppl I have befreinded and one I have come to adore.

    Several friends have sold up and dropped from premium accounts already


  24. Stefano Ludwig says:

    I hope a Linden is reading.
    Client’s new bugs are all voice related. And old bugs are obviously dramatically involved.
    Take voice off, put it out of SL and everything gonna be alright.
    There will always be time for another OPTIONAL voice client.

  25. Hadley Yoshikawa says:

    Just hurry up and sell off, whiners. Purge the grid of the lot of you and things will be a lot better.

  26. Kerik Rau says:

    LL doesn’t even bother reading the blog. Look up the address and send a horde of letters via snail mail. Maybe then they will listen when their mail boxes get filled up with complaints. Of course being LL that is about as likely to happen as the moon suddenly being made of cheese and solving world hunger.

  27. martin magpie says:

    More errors, more problems LL. If it’s not the Lindex it’s the program. If its not one feature it’s another. This is getting really old really fast. If we are still in beta please by all means stop charging ppl to test your product. After 4 years I for one am sick of excuses and problems.

  28. pup witherspoon says:

    New Years Resolution for Linden Lab for 2008 – Get 1 update right without screwing up the grid, screwing up the economy or shutting down the support portal.

    I swear, one more round like this and i’m selling all 8 sims, not that anyone at Linden Lab seems to give a rat’s @ss anyway except a few of the folks in concierge.

  29. Astarte says:

    Hey guys, give Linden Labs a chance. As they already said in the original blog posting, they have installed new server code, but you won’t see the result of it until after the rolling restart later today. Maybe then everything will run superfast and everyone can get on with their lives in SL.

    Or maybe Pigs might fly !!!! Oooooo!!! look there goes one now sailing overhead.

  30. zebadee says:

    *snigger, nice update… *rolleyes

  31. swedishturnip says:

    I cannot log in ,,it says “please make sure your CAPS keys are off, and that you have entered the right password and username????

  32. Michael Timeless says:

    This is silly.
    Are we safe to use this program or not? I’m not sure if I should use the program or not. I understand that there are problems with any software program, however, I don’t want to spend any Linden Dollars or risk losing more items from my inventory because the system is unstable.
    I don’t want to hear that I’m bashing Linden Labs. I’m asking a simple customer oriented question. Is this product safe to use or am I just throwing away more Lindens by using it in its current unstable state?
    I just looked at the problem reporting page and it would take several hours to wade through the requirements to report a problem and based on the comments here, it wouldn’t be worth the effort.

    So back to my original question. Is this software currently working or am I simply throwing more money away by using it until it is restarted, rewritten or whatever. Linden Labs if this is product isn’t safe to use why not put that in the blog instead of saying it’s stable? I don’t understand why you can’t simply say, “Don’t use this until the restart or you will lose things.” What’s so hard about that?

  33. Fellatione Aabye says:

    Thank you very much Dear Linden Labs for teh effords for making SL better and better …..

    But please, please

    1/ EJECT AND DELETE THAT NEVER ASKED BY ANY SL CITIZEN VOICE CHAT (Skype, MSN are option for those fans) … Much to much abusive language …. btw

    2/ When will I be able to TP to (PG or MATURE) without loosing my cloths? Or hair and Shoe stuck in some anatomical lower bodypart?

    3/ When will we get rid of ‘CANT FIND … IN THE DATABASE’ when loggin in … have an AO sometimes 2000 and a bit more bytes free … and a time ago it was over the 3000 bytes … ahum

    4/ Didn t even check my inventory out of fear to see that things were lost … if so … you will hear it ….

    5/ When will I be able again …. to walk normaly instead of sliding, or havingto wait up to 30seconds to move …. and even sometimes I move without doing anything ….

    I know .. it will be all to my computer who doesn t match the requirements … (ahum before Voice came up .. all went more then well)

    5/ Please stop with ending your reports with THANK YOU FOR YOUR PATIENCE — start to sound realy sarcastic —

    I know critic is easy … but Good work too …

    And finaly IF someone of LL would read all the remarks it would maby help the programmers to pinpoint the problem parts ….

    BUT a very big THANK YOU ALL at LL .. for making this possible ….

    BIG KISS to all

  34. Jo Brown says:

    I cannot log in, it crashes or says region is logged out, am i the inly one?

  35. Luna Larsen says:

    hi there,

    anybody else there who has no friendlist on the homepage of sl ??
    my friends are online but on the homepage of sl is no one online for me.

  36. Rex Cronon says:

    #31, Michael Timeless: is a gamble, even though gambling is not allowed in SL. Isn’t that interesting? For some people works, for some it doesn’t. You never know when u r going to crash. I don’t believe that there is even only one person that hasn’t crashed at least once(ok, maybe if u played for only a few minutes and than gave up because of lag, or something else). You never know if u r going to loose inventory or not. All kinds of interesting things happens when u r editing things. And top of all this there are two things that make it even worse: lag and griefing.

  37. Ron Crimson says:

    Everything works beautifully for me. 😀

    No inventory loss, no crash today, everything just works.

    I love SL.

    I must be doing something right. 😉

  38. Err guys – friends online is still not working…

  39. Astarte says:

    Well Logged back in tonight expecting things running fine by now, only to find my FPS is a whacking 7 when I log on and has currently dropped to 5 and still dropping.

    OOOO there go those flying pigs again…. squeaking something about “we at LL told you performance would improve”.

    I hope there is improvement tomorrow after the restart, but I won’t be betting that it gets any better.

  40. Raven Primeau says:

    1 day later and still with terminal *the region you are in has logged you out* death on TP message. Managed to get an almost crash free evening in by staying at home with my loved one and not going anywhere outside my parcel or hardly touching my inventory for the whole six hours. Still suffered horrendous chat lag and ended up using IM a lot instead.

    Got so many Pd off IMs from friends though about the general state of things.

  41. katja says:

    just one time has it worked for me to change clothes ! all other time I have walked around with only one shoe and half naked ! that sucks !

  42. sirhc DeSantis says:

    #33 try logging back into the web site if you havn’t done so already

  43. elissa bristol says:

    I am having a personal issue with the support portal. When I first joined Second Life, I created an alternate account to use as a “bank alt.” I never had any problems with accessing this account. Recently however, after one of the updates (2 or 3 weeks ago), Elissa Bristol had some sort of “hold” on her account (according to Frontier Linden)…lo and behold, that is fixed and I am contented once more. About a week ago, I paid Daliance some 10,000 in Lindens to put away for a rainy day and seeing as he already had about 55,000, I figured it would be safe. I try to sign on and pay myself the other day and get “your account has been disabled, please go to http://www.secondlife.com to renew your membership.” Okay, so thats still fine and dandy, no hassle and I do that, it doesn’t work so I turn to the live chat support…Nabeel (please him) tries graciously to help me with no effect…he tells me its a techincal problem and refers me back to Gavin, who also tells me its a technical problem…tickets are filed, etc and lo and behold I recieve a notice in my email telling me the problem is fixed….So I try to access Daliance Writer to get my money and I get the same message again, about the account being disabled. According to Nabeel, when he tried updating my information it would not allow him to do so….so in effect, I lose about 65,000 Lindens on a name I’ve had no problems with for 7 months….no wonder LL has problems with the platform..

  44. Ann Otoole says:

    someone doesn’t like the comments being made about the current state of secondlife after yesterday’s downtime so they just closed off the comments.

    Currently secondlife remains in a state of uselessness due to asset server issues, teleport failures, inventory losses, and on and on. whatever they did yesterday needs to be rolled back and yes, i will say it again, Linden Research needs to either pay up the $250,000+ a year for real software engineers in the bay area cost of living zone, Move Linden Research to a lower cost of living area and hire real engineers, or just sell secondlife to a real company with real engineers.

  45. Raven Primeau says:

    This really is totally pathetic, the grid is screwed totally worthless playing and LL don’t even mention it on “THE BLOG” suppose us stupid paying customers don’t deserve diddly off them.

    Atilla the Hun had better customer service ideas than this shower.

    It would help if they just stuck their superior heads up and said there was a F@%king problem, at least it would be something.

    I would just love to see the figures of how many have had enough and are either downgrading from premium or just not bothering playing any more leaving the “Freesex Club” and their permacocks to
    shag to their hearts content

    This breaks my heart to see what used to be so promising a platform degraded to this pile of dog poo

  46. luisavs says:

    the best!!

  47. Astarte says:

    Hey if any Lindens are watching these blog comments. How about an update as to when yesterdays update is going to be completed. Now nearly 13:00 SL the following day and we are still awaiting a rolling restart, before we see the effects of the upgrade…. This current lag is killing…packet loss constantly in double figures. and my frame rate down near 5 for 2 days….

    Oh but are you waiting for Friday afternoon now to run the rolling restart so you can be on your way home and leave us to try and cope with a screwed Grid for the weekend, when of course, you have stopped live Support over the weekends too. so we are doubly screwed.

  48. Masuyo Aabye says:

    OFF TOPIC. the top blog entry, about the new version of SL, it’s still broken, been trying for over an hour to get it to download, was only getting maybe an 8kbps speed. tried to restart the download, now it’s timing out.

  49. tracey says:

    why have you added VAT without warning to our accounts..

    secondlife is now a complete rip off

    no casinos.. vat added to tier at 17.5%…

    what next?

    We are getting ripped off on tier fees

  50. Storyof Oh says:

    i thought SL was in the USA how can they charge VAT? if i rent a hotel in USA i dont pay EU VAT this is soooooooooooooo wrong surely????? how do we know it will even go to the UK government? VAT is country dependent and not an overall EU rate……..is SL British or what????>?

  51. Storyof Oh says:

    Are US citizens being charged state sales tax depending on where they live?

  52. Storyof Oh says:

    how do we contact Linden Labs by email i cant find any way to contact them? because if they are taking Value Added Tax off us i should be entitled to a refund for lack of service, crashing etc….if a supplier in the UK fails to provide the service paid for we can get our money back. i have never seen any subscriptions to non UK suppliers apply VAT…………….

  53. Rex Cronon says:

    Sorry 4 asking here, but why r scripts off at swt(sandbox weapons testing)?

  54. Astarte says:

    OH great. a 6 day update… Just seen on the downtime calendar that you are now not running the rolling restart till monday night. This must be a record for an update. Why did you even bother closing the grid on Wednesday…. Current performance levels means this virtual world is virtually closed down now, and will not be functional for another 4 days.

    And I concur with the VAT. I am checking validity of what you are doing , but this is the first time I have had to pay VAT on a service being run from outside the EU. Did I miss a change in the regulations……..I will know later today… But this starts making Second Life look expensive, especially as the next step will be having to pay tax on any profits made in the game…Mind you that is becoming more and more unlikely the way this virtual world is progressing (if you could call continued deteriating performance progression).

  55. Bogdan says:

    why i can’t register????? it keeps saying i can’t have multiple accounts and i don’t have account at all!

  56. Raven Primeau says:

    Talk about rubbing our faces in the pile of Dung SL is becoming fast, now you want to charge all the EU customers *no sorry I forgot, customers still get a service* V. A. T. Surely with your service of late there has been little if anything of value to bloody tax us on.

    Think I best learn Korean quickly and take my online time and my $ elsewhere, US$40 land tier + 17.5% tax on top every month and I get nothing extra worth sh*t than someone who plays for free.

    Whats worse is you just dropping it on us out the blue like this.

    I will be waiting Astarte’s comments later to decide whether to bite the bullet. I have beautiful relationships, I treasure my land but feel LL is taking the P out of us now. Sell up and play for free seems the best option while we wait till something better all my friends and I can migrate to.

    Please lift your heads out of the money making sand and sort something out Linden Labs, this isnt directe at those who no doubt are grinding away at the sharp end but the Big Boys and Girls who are creaming the profits.

  57. Astarte says:

    Ok I have been checking through current legislation on VAT and unless some act has been passed within the last few days, then the VAT act 1994 Notice 741, revised 2002 is the relevent document.

    The salient points in that document which is 85 pages long (PDF) are as follows, so I am wondering how SL has come to the conclusion to charge VAT to all EU customers, although I do know from past experience that there are no hard and fast rules, there are different possible interpretations of the legislation and a lot of decisions are made by field inspectors, and may be resinded or amended at will by other field inspectors.

    Notice 741 Place of Supply of Services
    March 2002
    1.5 What is “place of supply”?
    • Where the place of supply of services is outside the EC, that
    supply is made outside the EC and is therefore not liable to VAT
    in any member State (although local taxes may apply). Such
    supplies are said to be “outside the scope” of both UK and EC

    2.9 I have more than one establishment. Where
    do I belong?
    If you, as either the supplier or the recipient of services, have establishments in more than one country, the supplies you make from, or receive at, each establishment have to be looked at separately. For each supply of services, you are regarded as belonging in the country where the establishment most directly connected with that particular supply is located. (From what I remember of my geography San Fransisco is outside the EU; You can deem yourself a EU supplier only when and if we get EU based servers)

    16.2 The VAT Act 1994 – Sections 7(1), 7(10),
    7. Place of Supply.
    7(1) This section shall apply (subject to sections 14 and 18 below) for determining, for the purposes of this Act, whether goods or services are supplied in the United Kingdom.
    7(10) A supply of services shall be treated as made –
    (a) in the United Kingdom if the supplier belongs in the United Kingdom; and
    (b) in another country (and not in the United Kingdom), if the supplier belongs in that other country.
    7(11) The Treasury may by order provide, in relation to goods or services generally or to particular goods or services specified in the order, for varying the rules for determining where a supply of goods or services is made. (Not aware of any changes to this section)

    In the whole bill 85 pages PDF. there is only one minor references to telecommunications, about transfer or assignment of rights, neither of which apply to the service that SL is providing.
    And section 14.1 which deals specifically with telecommunications covers the only part of the bill that might possiblty be applicable for charging EU resident customers, but the place of supply would still be outside the EU:-
    • the place of supply would be outside the EC under another section (because the supplier or customer belongs outside the EC) but the services are effectively used and enjoyed in the UK.

    And if you are using this for your hypothesis for charging VAT I think at this present time “used and ENJOYED” is the relevent detail here.

    Having said all that. What does it mean for us. Basically a 17.5 % + (some other EU countries had higher rates) increase in the cost of SL, whilst at the same time an ever decreasing performance level, so where is the ENJOYMENT.

  58. EU Resident says:

    In which EU country is LL registered for VAT?
    What is LL’s VAT registration number? (A company cannot charge VAT without this)
    To which EU government will LL remit the VAT charged?

    As you are now charging EU residents for EU services, are we now not subject to EU laws, e.g. casinos allowed?

  59. Pingback: Rolling Restart - Monday Oct 1st « Official Linden Blog

  60. U M says:

    When will the wbsite start action right? OMG its been doing this since for 5 days now.

  61. U M says:

    Any updates about the errors on the front page?

  62. bobbyb30 zohari says:

    SL is broken 90% of the time…

    Great Job LL

  63. Ike says:

    Yep. I can confirm the the Linden support is the worst of the worst. Been trying to set up an account for a multi multi BILLION dollar company and nope. Most of my work is in researching and troubleshooting so I know how to resolve issues. But their support is beyond abysmal. It is a complete mystery how they have the success they do. I can’t wait for a decent competitor.

  64. Lorraine says:

    why i can’t register????? it keeps saying i can’t have multiple accounts and i don’t have account at all

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