Cannot log in to www.gog.com website nor using Galaxy client.

Forums › Gaming › Cannot log in to www.gog.com website nor using Galaxy client.

FierceGuppy

134 posts

Master Geek

#185608 29-Nov-2015 09:11

"An error occurred while processing your request.
Reference #97.ed5661cb.1448740196.ef3fd93"

That kind message appears in the top left of the galaxy client and web browser, ANY web browser, after every attempt and this crap has been happening for at least a week. Messaging support from http://www.gog.com/support/contact results in an eternal busy animation. However, yesterday I used www.kproxy.com to contact them and got through. I still can't log in to the website using the same method.

So this came through the email this morning.

Hello,

I am afraid that I was unable to reproduce your problem.
First of all, please make sure that you are using the latest version of your preferred browser.
Then please try clearing your browser's cache and cookie files. After the cache is cleared, I strongly suggest performing a full reload of the site (Ctrl-R), then logging out and back in.
It is also possible that some plugin or add-on is interfering, so please try using your browser in incognito mode. In Mozilla Firefox press CTRL SHIFT P, while Mozilla Firefox window is in focus.
If the above didn't help please try using a different browser.
Please also check if your antivirus or firewall software is not interfering - ideally by adding gog.com to its whitelist/trusted list.
I apologize for any inconvenience caused, and let me know if this have helped with the website.

Best regards,
qp0n
GOG.com Support

I've tried all of that knowing it wouldn't work. I have another PC which I use just for web browsing. There's no gog games installed. It has Edge, IE, Chrome, and Firefox. The same error appears in all of them.

I'm wondering if I've been IP blocked or other Vodafone cable customers are having the same problem???

freitasm

BDFL - Memuneh
79263 posts

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Geekzone

Lifetime subscriber

#1437170 29-Nov-2015 11:28

The site loads fine for me on cable. Are you using the Vodafone DNS or third party?

FierceGuppy

134 posts

Master Geek

#1437177 29-Nov-2015 11:45

I'm using Vodafone DNS. The site loads. I can view stuff. I just can't log in to www.gog.com and neither can the gog galaxy client connect to the gog server for updates.

I forgot to mention that I replied to support's email. I told them to look at the error again. "An error occurred while processing your request." Well, the processing of a username and password happens at the server end, right?

freitasm

BDFL - Memuneh
79263 posts

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Geekzone

Lifetime subscriber

#1437178 29-Nov-2015 11:50

Oh, I see. Sorry, can't help then as I don't have an account.

kama

30 posts

Geek

#1437283 29-Nov-2015 16:47

I can log in OK but I'm on a Spark connection.

bjocque

9 posts

Wannabe Geek

#1439997 3-Dec-2015 16:31

DITT0 here - crazy, can't log in on any pc in the house through wireless or wired but the cellphone will through mobile data and the home wireless network - uninstalled, re installed = getting frustrated - connecting thur solarix as provider and using opendns

bjocque

9 posts

Wannabe Geek

#1440076 3-Dec-2015 18:38

actually just ran up PIA VPN and it's all systems go this end

FierceGuppy

134 posts

Master Geek

#1440091 3-Dec-2015 19:06

bjocque: DITT0 here - crazy, can't log in on any pc in the house through wireless or wired but the cellphone will through mobile data and the home wireless network - uninstalled, re installed = getting frustrated - connecting thur solarix as provider and using opendns

Thank you, thank you! Now I know it's not just me. I sent a reminder to support via GoG's contact page that my ticket is still open and had to use www.kproxy.com just to do even that much. This is the most recent reply from support.

02-12
--------
Hello,

I am very sorry for not being able to get back to you sooner. I have asked our devs to look into this. I'll let you know once the issue is fixed, or if we need some additional information.
I appreciate your understanding and apologize for any inconvenience caused while we are looking for a solution.

Best regards,
qp0n
GOG.com Support
---------

The new Witcher 3 patch will soon be released and CD Projekt Red won't make it available independent of the client software, otherwise I'd uninstall GoG Galaxy and never have anything more to do with GoG. We'll get our problem fixed eventually.

Samsung

Shop now on Samsung phones, tablets, TVs and more (affiliate link).

FierceGuppy

134 posts

Master Geek

#1440102 3-Dec-2015 19:13

bjocque: actually just ran up PIA VPN and it's all systems go this end

Sure, but I'd consider it as last resort should the GoG crowd be too incompetent to fix the server errors.

fsch010

1 post

Wannabe Geek

#1442427 8-Dec-2015 00:20

If it's any consolation, I just joined to say I am experiencing the same problem.

I have no problem accessing my GOG account from my workplace, but from home... no luck whatsoever. I'm with Trustpower's ISP. Anyway, I have also opened a support ticket with GOG, but as with your experience I had to do so from work since GOG's support form refused to process the request from home.

Thanks for the tip regarding PIA; I might try that next.

FierceGuppy

134 posts

Master Geek

#1449541 13-Dec-2015 08:26

I have been able to log in since this morning.

bjocque

9 posts

Wannabe Geek

#1449545 13-Dec-2015 08:48

good call/heads up - seems to be here too - so the sherlock in me is kinda saying it was at gog's end?????

FierceGuppy

134 posts

Master Geek

#1449588 13-Dec-2015 11:19

bjocque: good call/heads up - seems to be here too - so the sherlock in me is kinda saying it was at gog's end?????

I'm pretty sure the cause was at gog's end, but I already emailed the support guy a thank you along with a request to tell me what the cause was. I'm curious too, and I don't want to have to wait 3-4 weeks for a fix should it happen again. If I get a reply I'll post it here.

Tony.

FierceGuppy

134 posts

Master Geek

#1451851 16-Dec-2015 19:20

Hello,

I am very sorry for not being able to get back to you sooner.
Most commonly this issue occurs due to a DNS resolver mistake, and it can usually be fixed by simply making a full reboot of a computer or flushing the DNS Resolver Cache.
We are still looking into this issue.
I apologize for any inconvenience caused.

Best regards,
qp0n
GOG.com Support
----

I flushed nothing, so it was gog's end.

Tony.

Fin