#Dune Awakening - Burnshard - Sietch Nagaayuk - Unable to login

49 messages · Page 1 of 1 (latest)

sweet matrix
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I was starting the questline at the Wreck of the Hephaestus on 8/17/2025 at around 9 pm Central time when I was kicked for a server upgrade or maintenance. No big deal, maybe just an unannounced reboot, it happens. I'll login tomorrow (so today, the 18th). Can't login at all, my nice shiny new Assault Ornithopter is now at the Wreck of the Hephaestus and I need to get back to my guild's base in the Hagga Basin to mine aluminum for other guildmates to use. The other person at the wreck with me can login, so WTF is up?

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rocky wolf
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@worn moat

worn moat
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Can’t tell sorry, support ticket

last depotBOT
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Support Website for Ticket Submission: Visit GPORTAL's Support Page to submit a support ticket for your issue.
Email Support: For detailed assistance, email the GPORTAL support team at [email protected].

sweet matrix
rocky wolf
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Just putting your error here so it's all together

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Can you post your support responses here too if you get the time?

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Also worth noting if anyone from support happens to read this, that they are not the only person with this error.

sweet matrix
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Hey there,

I am not showing any issues at this time that would be causing this to occur. In the future, if this occurs, please let us know when this occurs and we can further investigate the issue.

Kind regards,
bo_g```
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Hi, 

Checking on the server, I'm not having any issues with joining it on that part. Do you have other players with this error or is it just you? 

Some of the information I'm finding on the error "Failed to get account info 963" is that it is possible an issue with your connection. Do you have a VPN enabled? 

Can you try running a verify on your game files in Steam? 


Kind regards,
amyg```
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Glad that you can connect to a public server. ]

Can I ask if you have attempted to join a different server in the World/Battlegroup to see if you get the same error? 

Kind regards,
amyg```
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Thanks for the update. 

And you verified your game files already as well? 


Kind regards,
amyg```
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There's not alot of information regarding the error when searching for it. 

The most that I can find is what I've suggested on that so far. 

Trying to log into another server was one of the mentioned possible solutions. The other mentions you can try restarting Steam fully to see if it refreshes the connection. 

Maybe restart your modem/router. Something else that may be interfering is an antivirus program or maybe outdated network drivers. 


Kind regards,
amyg```
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I completely understand on that part. Sadly, it's an unusual error that there's not much information on when looking for anything on it. 

Did you attempt a different World/Battlegroup? Not official, but Private server ones. Maybe a new character on a different one may correct you to be able to log into the right one. 


Kind regards,
amyg```
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Thanks for the update. 

I'm sorry to hear that didn't work. That was one of the suggestions when I was researching the error. 

I've reported this over to the admin team to see if they have an idea on the issue. I don't have any other players reporting this type of error so far, so it's limited on the issue. Once they have a chance to check into it, we'll be able to update you. 


Kind regards,
amyg```
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Thanks for the screenshot from the Dune Awakening discord. 

I'm sorry that restarting the server didn't correct the issue to allow you to connect. 

So far I haven't had any tickets on the issue except yours. But I did report it to our admin team so that they can take a look and maybe give some insight. If it's in their official discord on the issue, hopefully, they'll have some more information on the issue posted soon there. 


Kind regards,
amyg```
rocky wolf
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Thanks mate, now it's all in one spot will make it easier to navigate for anyone that might help.

sweet matrix
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Eric Clouston on Facebook has had the exact same issue I did. Kicked Sunday night, "Unable to trave to server" until the morning, now "Failed to get account info 963" since the latest hotfix

dusky stone
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From what I’m seeing, you’ve been unable to join since Sunday, and now it’s failing to get your account info. Seems like your account got stuck somewhere in between, and it’s having trouble being pulled from the database. From what I understand from 963, all the info is stored in a single database, which is a major bottleneck for a private server and the reason GPORTAL can’t do a rollback.

Anyway, there’s a patch coming at 4 AM (EST) - maybe that will fix it. If not, I’ll pass this along to Kayla. Hopefully, she isn’t at Gamescom this week.

sweet matrix
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I'm guessing it's a single DB per battlegroup? Hopefully not sqlite3

dusky stone
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Yep, basically one whole database per battlegroup — the main map, the world map, and Deep Desert all in one. Every single item, stored in boxes and inventories, is in that same database. That DB is a total nightmare.

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Dont known what type

sweet matrix
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If it's MySQL/MariaDB you can do a cluster with RoundRobin DNS load balancing

rocky wolf
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With all the issues I’m seeing it reminds me painfully of redis but surely not

dusky stone
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The reason I know all this info is from someone on staff a while back, but all I can do is pass it along since me and Ptepartz are just community helpers with most of the knowledge about these games.

dusky stone
rocky wolf
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Mine toooooi

last depotBOT
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@tyrola said:

There is a technical reason for that, all the state is stored in a single database, and all state is stored in the same database tables for every server.

Message linked by @logancline ·
dusky stone
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That is where i saw it from

sweet matrix
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I think PostgreSQL + Slony can do similar.

My nightmare lately is an OpenSearch cluster

dusky stone
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I’m sticking with my good old friend MySQL/MariaDB for the stuff I’m doing - it always works out great.

sweet matrix
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Well, that and SOC 2 Type 2 Compliance Audits

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I need to get event logs (and the Mac equivalent) from all remote employees (read everyone) from an around ~50 person company to a central location for SOC 2....

dusky stone
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From what I’m seeing, the reason for that error code is today’s patch. Your character got stuck in the “in-between land,” so to speak, and it seems this patch needs four more to work properly.

Let’s hope the new patch coming out fixes it. If not, I’ll pass it along to Kayla, since Sue and Shimah are at Gamescom this week and support doesn’t know a fix. Maybe Kayla can bug the devs for me.

sweet matrix
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That explains the prior error of "Unable to travel to world" too

dusky stone
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Yep, this tends to happen when the bg crashes while you’re somewhere in the Deep Desert or on the world map. Your data then has about a 25% chance of getting stuck.

From my experience since day one of Dune.

sweet matrix
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Your think they'd have a way to fix the database

dusky stone
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Would but also they very limited since they cant redo the db since funcom has it certain way and to do rollback it would have to be whole bg

sweet matrix
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Yeah, but one would think Funcom has a way to find and fix players suffering from issues like this is what I mean

dusky stone
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With private server they dont really care only if affect official like they remove our way report bugs in game now we have to go through long loopwhole

sweet matrix
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Ugh

sweet matrix
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Still unable to login.

sweet matrix
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Hey there, 
Our system admins are currently looking into it, The most recent thing that they said is they beleive it is a problem with the character and they have sent a message to Funcom to try and help figure it out. 

Kind regards,
allenb```
sweet matrix
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Hello,

we are waiting to hear back at this tme

Kind regards,
shelly```
sweet matrix
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I am able to log in again

dusky stone
rocky wolf