This article helps you identify your problem and choose an appropriate solution.
Before you start troubleshooting: First check Second Life grid status to make sure there are currently no known issues that prevent login.
If you can't log in to Second Life, the error message may indicate the source of the issue.
The "Waiting for Region Handshake" message occurs when the Second Life Viewer does not receive an acknowledgement from the server. The usual cause of this error is a firewall blocking UDP packets. You may need to reconfigure your firewall to resolve this problem.
For information on how to configure firewalls, see: Using Second Life with a firewall.
If the error states that you are already logging in (or out), then Second Life is still attempting to log out your avatar. Close Second Life, wait five minutes, then attempt to log in again.
If you see this error message:
Login failed; Your account is not accessible until (date/time)
— this usually means that your Second Life account has been administratively blocked. Short-term blocks (less than an hour) may be the result of inappropriate behavior inworld. Longer blocks are typically the result of abuse.
You will be unable to use Second Life until the indicated time; if that is more than an hour away, you will receive an email from the abuse team on the matter. Be sure to check your spam filters.
Linden Lab is unable to remove administrative blocks for abuse.
This messages generally indicates you have been blocked from the Second Life servers by Linden Lab as the result of:
- Documented cases of fraud
- Use of Second Life by a minor
- Exceptionally flagrant abuse activity
Note that someone else in your household may be responsible for this activity, not necessarily with your account.
If you believe that this is an error, submit a support ticket via the support portal. To help customer support determine what block has been placed and why, include in the ticket your Second Life account name and any Second Life accounts that log in from your location.
This error may also appear as:
- Host http not found
- Login failed. Unable to connect to a simulator.
These messages indicate that your computer has a general networking issue with the domain name service (DNS) that translates numerical IP addresses into human-readable ones, or that the domain name service (DNS) you're using cannot locate Second Life's servers.
Confirm that you can reach internet sites such as secondlife.com, Google, or others. If you have difficulty connecting to other websites, you may be experiencing an internet outage. Consider contacting your internet provider for assistance.
You can check the Status Blog for Second Life for information about potential outages, too.
Sometimes, restarting your computer and your router will resolve this issue. If not, contact your internet service provider. From time to time, internet service providers have issues with their DNS services failing to update to a new route to Second Life's servers. When that happens, changing your computer's settings to use an alternative DNS provider can help get around the connection problem. You may wish to try using a public DNS provider like Cloudflare's 184.108.40.206 DNS service or Google DNS to see if that will resolve the issue. See Google's documentation on Using Google Public DNS for more information.
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.
Check the status of the Second Life at http://status.secondlifegrid.net. This page lists any known issues.
Incorrect passwords are a common cause of login failure. Passwords are case-sensitive, so remember to check Caps Lock if you know you entered your password correctly.
If you've forgotten your user name or password, follow the instructions in Account credentials to retrieve it.
If we find that a Resident has broken our Terms of Service, 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 registered to that account.
Your previous session must be logged out before you can get back into Second Life. Sometimes, usually after a recent logout or crash, Second Life mistakenly thinks you are still logged in. 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, Premium Plus, or Concierge level accounts may request a region restart via live chat, ticket submission, or phone support. Residents with a Plus membership can request assistance via a Support ticket. Basic accounts do not have access to avatar-level support at this time.
VPNs (virtual private networks) can be very useful for Residents for a number of reasons, including general Internet privacy, navigating regional connection issues, or accessing Second Life from a location or institution which doesn't generally support connections to services like Second Life. However, VPNs do have some limitations and drawbacks that can affect connections to Second Life. In some instances, VPN traffic to Second Life's servers may be limited or restricted based on the activity of other users, or for other security and network reasons. Some VPNs also limit or shape network traffic in ways that aren't optimized for Second Life usage.
If you use a VPN and experience connection issues only while connected to it, please contact your VPN provider for assistance.
If you're not sure why you can't log in, try these things:
- Double-check your username and password. If you continue to receive an error message, try logging into the 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 below for instructions on how to do this.
- Restart your computer, modem, and router. When restarting, make sure to leave everything powered off for at least ten seconds before restarting. This step can often fix routing issues and other connection-related problems.
- If you use a VPN, try disconnecting from the VPN. If your connection issue resolves when your VPN is disconnected, contact your VPN provider for assistance -- you may need to update your settings or service in order to continue using a VPN with Second Life.
- If you are still unable to log in, premium and Concierge Residents may contact customer support via live chat, support cases (tickets), or telephone. Basic customers may file a support case. See How to contact customer support for more information.
A starting location field appears on the login screen; you may choose to log in at your last location, your home, or you may enter the name of any Region in order to attempt to log into that Region directly.
(Optional): Set these preferences in order to enable your favorite locations in the dropdown on the login screen:
- Start Second Life. At the login screen, go to Me > Preferences.
- Click the General tab.
- Check the box marked Show favorite locations on login screen.
- Click OK.