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  1. #1
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    Exclamation [SOLUTION] Stuck at 'An update error occured' 50...retry loop, on Launcher

    Having developed this issue myself last Friday after no problems playing since release, I have spent the weekend trying to troubleshoot the problem and now believe I have finally identified at least a workaround, if not a definitive cause (probably only Turbine can do this). This has been confirmed now as working for others with similar issues (including being stuck at an earlier stage)

    Issue: During the launch process of the Mac client LotroLauncher.app (in the Finder named The Lord of the Rings Online™), after connecting to the patch server and Check product stage; instead of progressing to the Login/Password stage the launcher shows the error message;

    An update error occured
    [sic]

    And just repeats a Retry every 60 seconds will no progress. Relaunching will only repeat the loop.

    Workaround: Rename the application from The Lord of the Rings Online™ to The Lord of the Rings Online by removing the '™'. Relaunch the application and it should now progress to Login/Password and allow you to enter the game.

    NOTE: Some players have found that this does not work but doing the same for the lotroclient within the app via Right Click > Show Package Contents does work. The path is;

    /Applications/The Lord of the Rings Online.app/Contents/Resources/lotroclient.app
    Note that in the Finder you will see The Lord of the Rings Online™ as the name, not lotroclient.

    NOTE: This solution was posted for the original direct download from Turbine. It may not work on the Steam download now also available.

    Image: This is the error message on the launcher window;



    Note: This workaround has been confirm to work on this and similar issues during patching and checking before the login/pass stage. There are other options to resolve this issue which are;

    Optional Workarounds

    Launch the LotroLauncher.app directly

    1. Navigate to /Applications > The Lord of the Rings Online™ then right click the app and select Show Package Contents.

    2. Navigate to Contents >MacOS >LotroLauncher (LotroLauncher.app if extensions are shown) and double click to launch directly. This will automatically open Terminal and run the launch sequence. This should result in you reaching the Login/Password stage ready to enter the game.

    You do not have to alter the app name to do this (although that is the neater solution). It is also possible to drag this to the Dock (right or lower part) to make a shortcut.

    Reinstall the Application

    Initially I resolved this after a lot of checks by removing the following (I moved them to a new folder on the desktop);

    /Applications/The Lord of the Rings Online™.app
    (normally this is /Applications/LotroLauncher.app but shows as this with a problem install)

    and all the supporting/related files;

    ~/Library/Application Support/com.turbine.lotroclient
    ~/Library/Caches/com.turbine.lotroclient
    ~/Library/Preferences/com.turbine.lotroclient.plist
    ~/Library/Preferences/com.turbine.LotroLauncher.plis t
    ~/Library/Saved Application State/com.turbine.lotroclient.savedS tate
    ~/Library/Saved Application State/com.turbine.LotroLauncher.save dState
    Then mounting the LotroLauncher.dmg disk image again; Letting the Verify complete (takes a while but important) and copy to Applications by dragging it to the folder on the disk image window (takes a while as a large file).

    Launch the fresh install and let it patch. This time it worked without the error. Just make sure that all the files noted are removed.

    Details:
    This issue is caused because LotroLauncher.app (viewed as The Lord of the Rings Online™ in Applications) is unable to check and confirm correctly the installed files with the Turbine patch server.

    Initially it appears a classic connection issue, but it is not. After doing a lot of troubleshooting tests (Mac maintenance/ troubleshooting checks, firewall/router/traceroute/port/dns checks and then file permissions. Even an incremental removal and swap of all enclosed files/folders did not seem to identify the problem.

    Booting into Bootcamp and connecting first time with the PC LOTRO client confirmed it was not a connection issue. And, having checked all folder/files individually, I noticed the path name was different after doing a fresh install rectified the problem and allowed me to compare the working and non-working apps. BY being able to replace the entire Contents folder and still having the issue, it left only the enclosing package and why I then tried removing the 'tm' which worked.

    That the client was able to connect correctly to the Turbine patch server was confirmed by running a Traceroute;

    Applications/Utilities/Network Utility.app > Traceroute & patch.lotro.com
    Traceroute has started…

    traceroute to serviceengine.turbine.com (74.201.102.11), 64 hops max, 72 byte packets
    1 192.168.0.254 (192.168.0.254) 1.045 ms 0.626 ms 0.623 ms
    2 192.168.254.254 (192.168.254.254) 64.979 ms 68.598 ms 62.291 ms
    3 bzn-6k-5-v201.routers.proxad.net (212.27.55.126) 82.404 ms 65.166 ms *
    4 th2-crs16-1-be1200.intf.routers.proxad.net (212.27.50.193) 65.305 ms 64.666 ms 67.252 ms
    5 te0-7-0-18.338.ccr21.par04.atlas.cogen tco.com (149.6.165.145) 65.388 ms 63.933 ms 63.310 ms
    6 te0-1-0-4.ccr22.par01.atlas.cogentco.c om (130.117.48.145) 64.117 ms
    te0-2-0-3.ccr21.par01.atlas.cogentco.c om (130.117.48.249) 64.282 ms
    te0-1-0-4.ccr21.par01.atlas.cogentco.c om (130.117.2.21) 66.407 ms
    7 te0-4-0-2.mpd22.lon13.atlas.cogentco.c om (154.54.60.217) 72.742 ms 79.375 ms 72.373 ms
    8 te0-0-0-4.ccr22.bos01.atlas.cogentco.c om (130.117.0.46) 146.676 ms
    te0-3-0-4.ccr21.bos01.atlas.cogentco.c om (154.54.30.129) 150.969 ms
    te0-0-0-4.ccr21.bos01.atlas.cogentco.c om (154.54.5.161) 148.330 ms
    9 te3-4.ccr01.bos06.atlas.cogentco.c om (154.54.46.134) 345.112 ms
    te3-2.ccr01.bos06.atlas.cogentco.c om (154.54.46.130) 364.353 ms
    te3-4.ccr01.bos06.atlas.cogentco.c om (154.54.46.134) 210.494 ms
    10 38.104.252.70 (38.104.252.70) 142.701 ms 310.494 ms 218.029 ms
    11 border1.te7-1-bbnet1.bsn003.pnap.net (63.251.128.43) 143.202 ms 154.098 ms 142.623 ms
    12 turbine-7.border1.bsn003.pnap.net (64.95.76.202) 143.923 ms 143.713 ms 142.835 ms
    13 74.201.102.154 (74.201.102.154) 142.418 ms 144.734 ms 144.839 ms
    14 74.201.102.11 (74.201.102.11) 152.051 ms 148.801 ms 142.581 ms
    A fresh install from the LotroLauncher.dmg disk image will show the path to the LOTRO app as;

    Applications/LotroLauncher.app
    It appears something is changed at some point, also even after being able to patch, login and play the game for sometime, where it then shows as;

    /Applications/The Lord of the Rings Online™
    Another symptom appears to be the generation of new empty folder in the app;

    /Applications/The Lord of the Rings Online™.app/Contents/MacOS/<Error: Cannot convert wide char to multi-byte: char 0x00002122 index 42>
    There can be multiple copies of this folder with incremental index xx numbers

    I suspect it is the 'tm' character causing this issue which is related to do with converting wide character to multibyte error as shown in the folder name error.

    This error refers to char 0x00002122 which just happens to be Unicode Character 'TRADE MARK SIGN' (U+2122)

    This error is preventing the patch check process from completing properly, perhaps from the incorrect path name. You can see this happening in the

    ~/Library/Logs/com.turbine.lotroclient/PatchClient.log
    In the first of the two records copied here you can note the name of the app has the 'tm' and end in the error which just repeats. The second does not and connects and completes correctly.

    //****************************** ****************************** ****************************
    000000000.000: preconfigured proxy settings.
    000000000.000: Using settings from INI file [/Applications/The Lord of the Rings Online™.app/Contents/Resources/coreonline.ini], section [PatchClient]
    000000000.000: Importing public key
    000000000.000: Connecting to patchserver at patch.lotro.com:80
    000000001.301: Checking for file patches.
    000000001.301: application directory: </Applications/The Lord of the Rings Online™.app/Contents>
    000000001.301: temp directory: </Applications/The Lord of the Rings Online™.app/Contents/Resources/tmp>
    000000001.301: forward directory: </Applications/The Lord of the Rings Online™.app/Contents/Resources/forward>
    000000001.301: backup directory: </Applications/The Lord of the Rings Online™.app/Contents/Resources/backup>
    000000002.301: Response received from patchserver.
    000000002.301: No file patching necessary.
    000000002.301: Patching files...
    000000002.400: File patching complete. 0 patches applied, 0 bytes downloaded
    000000002.403: Checking for data patches.
    000000002.403: Loading data patch dll.
    000000002.403: Could not init the patchtime manager
    000000002.403: Failed to create a patchtime patching manager in </Applications/The Lord of the Rings Online™.app/Contents/Resources/lotroclient.app/Contents/Resources>: error 0x81930003
    000000062.400: Connecting to patchserver at patch.lotro.com:80
    000000122.400: Connecting to patchserver at patch.lotro.com:80
    //****************************** ****************************** ****************************
    // Filename: /Users/simon/Library/Logs/com.turbine.lotroclient/PatchClient.log
    // Description:
    // Version: Portal:
    // Process ID: 1035 (0x40b) Thread ID: 3079 (0xc07)
    // Log Creation Time: Mon Nov 19 00:36:43 2012
    // Current Time - System: Mon Nov 19 00:36:43 2012 Game: 000000000.000
    // Times wrapped: 0 Writes: 0 Bytes Written: 0
    //****************************** ****************************** ****************************
    000000000.000: preconfigured proxy settings.
    000000000.000: Using settings from INI file [/Applications/The Lord of the Rings Online.app/Contents/Resources/coreonline.ini], section [PatchClient]
    000000000.000: Importing public key
    000000000.000: Connecting to patchserver at patch.lotro.com:80
    000000001.301: Checking for file patches.
    000000001.301: application directory: </Applications/The Lord of the Rings Online.app/Contents>
    000000001.301: temp directory: </Applications/The Lord of the Rings Online.app/Contents/Resources/tmp>
    000000001.301: forward directory: </Applications/The Lord of the Rings Online.app/Contents/Resources/forward>
    000000001.301: backup directory: </Applications/The Lord of the Rings Online.app/Contents/Resources/backup>
    000000002.301: Response received from patchserver.
    000000002.301: No file patching necessary.
    000000002.301: Patching files...
    000000002.401: File patching complete. 0 patches applied, 0 bytes downloaded
    000000002.403: Checking for data patches.
    000000002.403: Loading data patch dll.
    000000003.501: Response received from patchserver.
    000000003.501: No data patching necessary.
    000000003.501: Patching data...
    000000003.601: Data patching complete. 0 iterations applied, 0 bytes downloaded
    //****************************** ****************************** ****************************
    A clean install will be the same as the second and work correctly but have the correct file path and name;

    000000002.801: application directory: </Applications/LotroLauncher.app/Contents>
    I am not sure what could cause the name to be changed on the path if it is not changed manually except that Turbine use a different display name on the app from that of the bundle name and it appears that it generates a new folder with the error message at around the same time.

    When I first installed the beta Mac client The Lord of the Rings Online™ I wondered then, why they had added a trade mark character to the name as it does not appear on the PC client folder? Even then it seemed a recipe for trouble as special characters can break things.

    Perhaps the fix is as simple as for them to remove it. Or whether there is a deeper issue in why it is changing the name from LotroLauncher.app to the display name on the path. At least now it is identified and the bug report/s should help them fix it soon, as it is catching a lot players out who are wanting to try the beta Mac client.

    As a last note, I find it ironic that even the error message has an error

    'An update error occured' should read 'An update error occurred'

    Conclusion:

    I would recommend that if you get this issue, you follow the third option above and do a fresh install of the app. In this way the correct path will show. Just ensure to remove all support files which are identified there. Keep the ~/Library/Application Support/com.turbine.lotroclient folder so you can add this back after to retain your lotro.keymap, Plugins and any screenshots etc., as there doesn't appear to be anything in there which will cause this.

    If the issue re-occurs you can follow the steps again above to rectify it and we can hope Turbine issue a fix soon.

    Finally, do report this issue (and any others you find) via Submit A Bug Report

    Make sure to select Mac as the operating system and give as much detail as possible, including system setup (ou can get details by clicking the Apple symbol top left of screen > About This Mac > More info and copy/paste details); OS X version; description of bug and detail including /loc location. Also attach a screenshot or system report (found at More info…, see above) if relevant. Then Turbine are aware of the issue and can help fix it.

    Hopefully this helps resolve this frustrating bug for others also. Please post if it works (or not) for you. Any +Rep is appreciated!
    Last edited by Toddlepip; Dec 25 2012 at 10:47 PM.
    [I]Gaspard Strongpole[/I] - Hunter on [B]Eldar[/B] : [COLOR="#FF0000"]Mac Player[/COLOR] - iMac/27-inch, Late 2013/ 3.4 GHz Intel Core i5/ 8 GB 1600 MHz DDR3/ NVIDIA GeForce GTX 780M 4096 MB/OS X 10.10.5

  2. #2
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    Added details also now. If you have this issue or any other during the launcher patching/checking process before login/pass (maybe even for that stage) try the suggested workarounds. If you still have issues post here.
    [I]Gaspard Strongpole[/I] - Hunter on [B]Eldar[/B] : [COLOR="#FF0000"]Mac Player[/COLOR] - iMac/27-inch, Late 2013/ 3.4 GHz Intel Core i5/ 8 GB 1600 MHz DDR3/ NVIDIA GeForce GTX 780M 4096 MB/OS X 10.10.5

  3. #3
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    This was an actual Turbine response early in Beta 1 (i.e. remove the tm).

    I don't recall the context but looking at my Beta Client install... yeah, I took the "tm" off the patcher name!

    I suspect it has to do with the difference in file names and wrapper names.
    When you look at the file name from the Terminal Window, it is different from the name shown to the Finder.

    Sigh... Apple tellsl me I can pick up my "recalled" iMac with it's new disk installed -- Tomorrow! yeah!!!
    A week for what should have been about a 2 hour disk replacement!
    Argh...!
    Bill Magill Mac Player
    (OTG)
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  4. #4
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    Quote Originally Posted by Valamar View Post
    This was an actual Turbine response early in Beta 1 (i.e. remove the tm).
    They could have posted some of these known workarounds right off the closed Beta forums saving me 20+ hours of research and others hours of frustration

    /rant
    Seriously, the client has not fundamentally changed from closed beta so most of the information would be relevant even if they haven't had the time to write newer oner Known Issues or a FAQ. You just make more work of the TS by not providing this information up front.
    /rant off

    Sigh... Apple tellsl me I can pick up my "recalled" iMac with it's new disk installed -- Tomorrow! yeah!!!
    A week for what should have been about a 2 hour disk replacement!
    Argh...!
    The reunion will be all the sweeter for it
    [I]Gaspard Strongpole[/I] - Hunter on [B]Eldar[/B] : [COLOR="#FF0000"]Mac Player[/COLOR] - iMac/27-inch, Late 2013/ 3.4 GHz Intel Core i5/ 8 GB 1600 MHz DDR3/ NVIDIA GeForce GTX 780M 4096 MB/OS X 10.10.5

  5. #5
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    There appears to be another issue with VERY similar symptoms that isn't fixed witht he above (removing ™, etc).

    It seems to be caused by having the partition on which LOTRO is installed formatted w/ Case Sensitive on. If you're seeing this issue and the above workarounds don't fix anything for you, you could try installing to another partition (that isn't formatted Case-Sensitive) and seeing if it suddenly works for you.

  6. #6
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    Quote Originally Posted by Fayk View Post
    There appears to be another issue with VERY similar symptoms that isn't fixed witht he above (removing ™, etc).

    It seems to be caused by having the partition on which LOTRO is installed formatted w/ Case Sensitive on. If you're seeing this issue and the above workarounds don't fix anything for you, you could try installing to another partition (that isn't formatted Case-Sensitive) and seeing if it suddenly works for you.
    OK, I never format with case sensitive so good to know of the potential issue and workaround. Thanks.

    Another option unless case sensitive formatting is important to retain, I read that iPartition is able to convert and existing partition from case sensitive to standard format. I have not done this myself.

    You can check which you have in Disk Utility by clicking on the partition on the left side and reading Format: at the bottom left.
    [I]Gaspard Strongpole[/I] - Hunter on [B]Eldar[/B] : [COLOR="#FF0000"]Mac Player[/COLOR] - iMac/27-inch, Late 2013/ 3.4 GHz Intel Core i5/ 8 GB 1600 MHz DDR3/ NVIDIA GeForce GTX 780M 4096 MB/OS X 10.10.5

  7. #7
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    No file found.

    Quote Originally Posted by Toddlepip View Post
    Added details also now. If you have this issue or any other during the launcher patching/checking process before login/pass (maybe even for that stage) try the suggested workarounds. If you still have issues post here.
    If I go into my finder and search for "LOTRO" it cannot find a file, even if I dont type the acronym. Where would I find the folder to rename and remove the "tm" portion of the title?

  8. #8
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    Quote Originally Posted by Rowanaden View Post
    If I go into my finder and search for "LOTRO" it cannot find a file, even if I dont type the acronym. Where would I find the folder to rename and remove the "tm" portion of the title?
    There is no folder to rename. There is no LOTRO folder or file that is just and acronym used by Turbine for the app. You rename the actual application. This is found in the;

    /Applications/The Lord of the Rings Online™.app
    If you followed the instructions then that is where the app will be. Just remove the ™ as directed. If that does not help, try the other options given.
    [I]Gaspard Strongpole[/I] - Hunter on [B]Eldar[/B] : [COLOR="#FF0000"]Mac Player[/COLOR] - iMac/27-inch, Late 2013/ 3.4 GHz Intel Core i5/ 8 GB 1600 MHz DDR3/ NVIDIA GeForce GTX 780M 4096 MB/OS X 10.10.5

  9. #9
    Toddlepip, I have a question for you. I got my account administrator rights now. I got past the checking data files stage and the launcher is now applying forward iterations as we speak. Do I need to have admin rights to run the game or just to patch it? After the game patches, can I switch my account back to standard and still be able to play the game? Will i need to be admin again whenever there is a new patch?

  10. #10
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    Quote Originally Posted by Zollec View Post
    Toddlepip, I have a question for you. I got my account administrator rights now. I got past the checking data files stage and the launcher is now applying forward iterations as we speak. Do I need to have admin rights to run the game or just to patch it? After the game patches, can I switch my account back to standard and still be able to play the game? Will i need to be admin again whenever there is a new patch?
    Very glad to hear you got it moving at last Zollec

    I'm afraid I can't say for sure if Admin is required once all installing and patching is done as I haven't been in that position. Certainly I expect it is required for any changes to files, like patches as the server data has to be written to the Mac. I suspect some data is installed with default permissions which are not set the same so may break it again even if permissions are set correctly now.

    Probably the only way will be to try and see.

    I did look around before with this issue to see if it is possible to allow only app specific admin access or similar, but it really is not except with some fairly heavy work in Terminal so it doesn't look like and option
    [I]Gaspard Strongpole[/I] - Hunter on [B]Eldar[/B] : [COLOR="#FF0000"]Mac Player[/COLOR] - iMac/27-inch, Late 2013/ 3.4 GHz Intel Core i5/ 8 GB 1600 MHz DDR3/ NVIDIA GeForce GTX 780M 4096 MB/OS X 10.10.5

  11. #11
    Ok. Everything is working just fine now. It's all working as it should. Now im gonna try to see if it will still run if I change my account to standard rights. Id prefer to keep my account as a standard account to avoid suspicions. Ill keep you posted

  12. #12
    Quote Originally Posted by Toddlepip View Post

    2. Navigate to Contents >MacOS >LotroLauncher (LotroLauncher.app if extensions are shown) and double click to launch directly. This will automatically open Terminal and run the launch sequence. This should result in you reaching the Login/Password stage ready to enter the game.
    My terminal spits this out as well:

    $ /Applications/The\ Lord\ of\ the\ Rings\ Online.app/Contents/MacOS/LotroLauncher ; exit;
    initLogOutput - opening log file: "/Users/dvaeg/Library/Logs/LotroLauncher.log"
    objc[3875]: Class NSUserDefaultsWrapper is implemented in both /Applications/The Lord of the Rings Online.app/Contents/MacOS/patchclient.dylib and /Applications/The Lord of the Rings Online.app/Contents/MacOS/TTEPatchClient.dylib. One of the two will be used. Which one is undefined.
    logout

    [Process completed]
    [charsig=http://lotrosigs.level3.turbine.com/0920d000000266dd6/01003/signature.png]undefined[/charsig]

  13. #13
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    Quote Originally Posted by dvaeg View Post
    My terminal spits this out as well:

    $ /Applications/The\ Lord\ of\ the\ Rings\ Online.app/Contents/MacOS/LotroLauncher ; exit;
    initLogOutput - opening log file: "/Users/dvaeg/Library/Logs/LotroLauncher.log"
    objc[3875]: Class NSUserDefaultsWrapper is implemented in both /Applications/The Lord of the Rings Online.app/Contents/MacOS/patchclient.dylib and /Applications/The Lord of the Rings Online.app/Contents/MacOS/TTEPatchClient.dylib. One of the two will be used. Which one is undefined.
    logout

    [Process completed]
    Yep, that's normal as it invokes Terminal when launching an executable file and just shows the same messages you see in the usual message on the Class NSUserDefaultsWrapper.
    [I]Gaspard Strongpole[/I] - Hunter on [B]Eldar[/B] : [COLOR="#FF0000"]Mac Player[/COLOR] - iMac/27-inch, Late 2013/ 3.4 GHz Intel Core i5/ 8 GB 1600 MHz DDR3/ NVIDIA GeForce GTX 780M 4096 MB/OS X 10.10.5

  14. #14
    Quote Originally Posted by Toddlepip View Post
    Workaround: Rename the application from The Lord of the Rings Online™ to The Lord of the Rings Online by removing the '™'. Relaunch the application and it should now progress to Login/Password and allow you to enter the game.
    Have the same error here:

    Lotrolauncher.dmg is on desktop and when i run it i get ''The Lord of the Rings Online TM'' application.

    I m not able to rename application to ''The Lord of the Rings Online'' because it's locked.. any help with this?

    I ve tried the other way with LotroLauncher file but unfortunatelly didn't work..
    [img]http://s30.postimg.org/q4ekj90y9/1b184a59f9115157d6fac4c3674c3885.jpg[/img]

    [I]I amar prestar aen..[/I] ''the world has changed..''

  15. #15
    It is hard not to agree that this should have been solved by the development team long ago if it was known in the run.

    Downloading on 22 December and it is still an issue!

    As a new Mac user, it was painful to figure it out. But the guidance on accessing the *system* applications folder and the clicking to see the components of the LOTRO *package* seemed to work. The game is now past the initial hang in the launcher and is downloading update files.

    What game developer puts superscripts in its file names? Come on guys, you are better than that! Get on the stick here and address this problem.
    [charsig=http://lotrosigs.level3.turbine.com/04208000000017642/01003/signature.png]Beaumaris[/charsig]

  16. #16
    Hi All,

    I'm running mavericks with osx journaled case sensitive disk partition... and
    I'm still discovering the patchclient update issue.

    However the log is straightforward:

    PatchFlow::OnDataCenterUpdated - LoadDLL error - strError: "Failed to load patchclient [Cannot load library /Applications/LotroLauncher.app/Contents/MacOS/patchclient: (dlopen(/Applications/LotroLauncher.app/Contents/MacOS/libpatchclient.dylib, 5): image not found)]"
    It cannot find the file "libpatchlient.dylib" and "ttepatchclient.dylib". Looking inside that folder we have them but with a different case: PatchClient.dylib, TTEPatchClient.dylib.
    I just copied them renaming with lowercase names and it works.

  17. #17

    Wrong File Permission

    Hi there,
    I would like to share my own solution.
    I was stuck at the updater launch with "an unknown error" with an unreadable HEX code !
    I realized that I backup / format / restore / my HD a few days ago. And I messed up my LOTRO file permission.

    NOTE : I am not a Unix Pro. What I did work fine for me because it was THE problem.
    You should consider to search other groups about this to be sure about what you are going to do.

    1 - Open Terminal
    2 - type "chmod -R a+rwx " without the double quote and with a space at the end.
    3 - pick up the Lotro App icon and drag&drop it on the terminal window. You should read "chmod -R a+rwx /Application/lord\ of\ the\ ring\ online.app
    4 - hit Return

    If you read a lot of error message try "sudo chmod -R a+rwx ".
    sudo require your admin password.
    Last edited by Arkanasterith; Mar 11 2014 at 05:25 AM.

  18. #18
    Quote Originally Posted by Toddlepip View Post
    Having developed this issue myself last Friday after no problems playing since release, I have spent the weekend trying to troubleshoot the problem and now believe I have finally identified at least a workaround, if not a definitive cause (probably only Turbine can do this). This has been confirmed now as working for others with similar issues (including being stuck at an earlier stage)

    Issue: During the launch process of the Mac client LotroLauncher.app (in the Finder named The Lord of the Rings Online™), after connecting to the patch server and Check product stage; instead of progressing to the Login/Password stage the launcher shows the error message;

    ...

    And just repeats a Retry every 60 seconds will no progress. Relaunching will only repeat the loop.

    ...

    Conclusion:

    I would recommend that if you get this issue, you follow the third option above and do a fresh install of the app. In this way the correct path will show. Just ensure to remove all support files which are identified there. Keep the ~/Library/Application Support/com.turbine.lotroclient folder so you can add this back after to retain your lotro.keymap, Plugins and any screenshots etc., as there doesn't appear to be anything in there which will cause this.
    I haven't logged into the game since early December 2015, though I've been playing for years. During the time between when I last played and now (Feb 2016), I upgraded from OS 10.8.5 to 10.10.5 and replaced my old drive with an SSD. Today I tried logging in to Lotro and I'm getting the "update error occurred" loop talked about in this thread.

    1. First thing I did was remove "tm" from the two places indicated. This resulted in connection to the patch server and the patch files downloaded. However, upon launching the game, the error occurred again.

    2. I was concerned that my OS upgrade had caused a problem, so I booted up the old disk with the old OS and the old game client. Same problem, "an update error occurred".

    3. I tried a "clean install" based on the information in the first post. The game downloaded and updated through Akmai, but when the game tried to launch, the same error occurred again. I tried removing the "tm" on this "clean install", but now the launcher wants to download the whole freeking game again. I stopped the download and restored the "tm", but it still wants to download the whole game again.

    4. I fired up Lotro on my Win7 machine that was also running Lotro fine several months ago and I'm now getting the same issue there too.

    5. I tried launching Lotro on an old XP machine that I used to play on, and it .. patches, loads, and plays with no problems.

    All of these systems are connected to the same local network and the same internet access.

    To summarize, my XP install works, my Win7 doesn't, and my Mac doesn't work on two different operating systems. Two months ago I could play on all of them.

    I admit that I am thoroughly confused. Can anyone offer an advice about what to do? The Knowledge Base has exactly zero information about Mac, and I'm far more concerned about that install than Win7.

  19. #19
    Join Date
    Feb 2007
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    Quote Originally Posted by BentoIce View Post
    All of these systems are connected to the same local network and the same internet access.

    To summarize, my XP install works, my Win7 doesn't, and my Mac doesn't work on two different operating systems. Two months ago I could play on all of them.

    I admit that I am thoroughly confused. Can anyone offer an advice about what to do? The Knowledge Base has exactly zero information about Mac, and I'm far more concerned about that install than Win7.
    From everything I have seen, this particular problem is a pure communications problem.

    I haven't experienced this problem for quite a while now. However, in the past all I have had to do is to quit the client and power-cycle everything. iMac, Router, Modem.
    (I'm Ethernet connected, not WiFi.)
    Bill Magill Mac Player
    (OTG)
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    Valhunt - Dwarf Hunter (70)
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    "Laid back, not so serious, no drama.
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  20. #20
    Quote Originally Posted by Valamar View Post
    From everything I have seen, this particular problem is a pure communications problem.

    I haven't experienced this problem for quite a while now. However, in the past all I have had to do is to quit the client and power-cycle everything. iMac, Router, Modem.
    (I'm Ethernet connected, not WiFi.)
    Thanks for your reply, Valamar.

    I have an integrated router/modem, and it's not only been power cycled but reset. So have all the computers and the whole extended network. I connect hard-wire ethernet on the Win machines, and WiFi on the mac. I tried ethernet connect on the Mac but it didn't change anything. I'm in communication with Tech Support and they've suggested some things to try. I'll post here when we uncover the solution. I'm not opposed to having the modem/router replaced, if all roads lead to it being the problem.

    Thought I should add, for those players who rag on Tech Support, that they've been responsive and knowledgeable. Although the problem is frustrating, it's been a pleasure working with the support team.


    UPDATE: After trying a number of things and determining that my modem/router might be the problem, Turbine Support suggested I tether the mac to my iPhone to access Lotro through that network. It worked perfectly - connection to the game was immediate ("tm" in the filenames included) and logging in and playing was flawless. So Valamar was right that this is a communication issue, not solvable by filename changes. In my case it's a problem with the integrated modem/router. It might be as simple as a software glitch that my service provider can handle remotely, I'll have to see. Kudos to Turbine Support for their courtesy, responsiveness, and knowledge.
    Last edited by BentoIce; Feb 10 2016 at 10:06 PM.

  21. #21
    Join Date
    Feb 2007
    Location
    Philadelphia, PA
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    2,670
    Quote Originally Posted by BentoIce View Post
    UPDATE: After trying a number of things and determining that my modem/router might be the problem, Turbine Support suggested I tether the mac to my iPhone to access Lotro through that network. It worked perfectly - connection to the game was immediate ("tm" in the filenames included) and logging in and playing was flawless. So Valamar was right that this is a communication issue, not solvable by filename changes. In my case it's a problem with the integrated modem/router. It might be as simple as a software glitch that my service provider can handle remotely, I'll have to see. Kudos to Turbine Support for their courtesy, responsiveness, and knowledge.
    I suspect that the problem is a pure routing problem internal to your ISP's network.
    I doubt that it has anything to do with your Modem-router.
    When you switched to a tethered Cell-phone, you switched ISP networks, so your success makes perfect sense.

    The goal when you power-cycle the modem/router is to force that device to acquire a new set of routes from the ISP, nominally by virtue of your devices getting new DHCP addresses from the ISP.

    Minimally, this requires you to have your modem router powered off for long enough for your "DHCP Lease" to expire, usually at least 60 seconds.
    Sometimes this works and sometimes it does not.

    This particular set of events is undoubtedly related to the DataCenter move. The DNS propagates IP address changes to those portions of ISP networks who "subscribe." However many ISPs do not rely upon the DNS to propagate routes throughout their networks. Most common is the tendency for ISP Techs to "fix problems" by the use of "static routes." The problem with these Static Routes is that they do not Update when the DNS changes. Many times they do not need to change, more commonly there are those Static Routes which have worked fine for years and have been forgotten, and still need to be updated manually.

    It's the kind of a problem that keeps the NOC (Network Operations Center) folks busy and well paid!

    And all of this will be compounded by the fact that since you have successfully done the recent update, you probably will NOT be able to reproduce the problem again!
    Which means that any successful resolution will require that you manage to talk to someone in the NOC who knows how things work -- which is usually 3rd or 4th Tier Support and extremely difficult to talk to! Best luck I've had reaching such folks has been early Sunday Mornings when only on-call folks are working
    Bill Magill Mac Player
    (OTG)
    Val - Man Minstrel (90)
    Valalin - Dwarf Minsrel (69)
    Valamar - Dwarf Hunter (105)
    Valanne - Beorning (90)
    Valdicta - Dwarf RK (104)
    Valhad - Elf LM (65)
    Valkeeper - Elf RK (86)
    Valwood - Dwarf RK (80)


    Valhunt - Dwarf Hunter (70)
    Valanne - Beorning (91)
    Ninth - Man Warden (65)

    "Laid back, not so serious, no drama.
    All about the fun!"


  22. #22
    Quote Originally Posted by Valamar View Post
    And all of this will be compounded by the fact that since you have successfully done the recent update, you probably will NOT be able to reproduce the problem again!
    Knowing how hard it is to diagnose an intermittent problem, I guess I'm "lucky" that the problem is entirely repeatable - Lotro connects through the phone network but still times out attempting to log into the game through our home internet. So it's not just the patching that gets hung up, it's trying to get into the game at all. I was pretty assertive with the first level support at my ISP. I described the problem in detail and requested escalation. They honored that request and have a tech coming out. I'm sure that, one way or another, the problem will be resolved - either the tech will try a new modem/router and we'll have the same issue, or the new modem/router will solve it. If we have the same issue, they'll need to work from the routing end.

    By the by, I downloaded a game to my iPhone just a few days ago for our grandson to play, and that game also will only connect via the phone network. It's an older game and I assumed it was just not up to current technology. After discovering this connection issue with Lotro I decided to contact support for that game. Found out that this problem is pretty unique to me, meaning they don't hear from many players having connection issues. So I think I have a pretty strong case for my ISP that *something* on their end is to blame, and it's now up to them to resolve it.

    Whatever fixes the issue I'll post the results here, in case others have similar issues.

    UPDATE: To complete the process here, my service provider came out and replaced the old Dory D3 modem with an XB3. That change solved the problem of not being able to log in to Lotro, and fixed other odd connection issues with 2 other games. Whether it was the older model modem that was the problem, or something that went wrong with the modem internals I can't say. I'd guess that Valamar is correct that a reboot of the modem/router/computer would solve this issue for most players. In my case it was the integrated modem/router itself causing the problem. It is good to know that the filenames aren't the issue, though changing them did have an initial impact that appeared to solve the problem. I guess things have changed a bit since 2012 when this thread was first started. Anyway, good luck to anyone experiencing this problem in the future!
    Last edited by BentoIce; Feb 12 2016 at 06:02 PM.

 

 

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