Player Connecting but NOT loading any Data

[T_Simone]

Here is another thread just as a reference for the problem that I am currently dealing with for one of my players.

https://server.fantasygrounds.com/forums/showthread.php?56455-Player-Connecting-But-Cannot-Load-Any-Data

Here is the rundown I am an Ultimate license user and one of my players with demo can "Connect" Since it references their connection in the chat logs but what ends up happening on their end is as follows.

None of the Modules Load
They are not able to see any of the other players in game
None of the characters or any content for that matter loads
Upon opening any of the asset folders the application disconnects and boots them back to the launcher

I am pretty savvy I like to think when it comes to network and software and have since ran through the list of troubleshooting with this player

Driver Updates
Windows Update
Fantasy Grounds Updates (Current version is 4.3.2 for all users)
Fantasy Grounds Cache clear
Fantasy Grounds wipe/fresh install
Had them go through the settings of their firewall to make sure the application was allowed
Had them forget my game as a player, Find me again through the server list and reconnect

Out of my 6 players (2 of which are paid accounts 4 demo) this is the only player who is affected by this rather frustrating technical issue that severely impacts a players ability to partake in the game.
I hope the lovely community :) can share some experiences as I have been using Fantasy Grounds since Classic and have never encountered this issue over my steady course of DM history on this application.

Here are two separate pictures after this instance occurred two separate times. 5549455495

[LordEntrails]

Since it is only happening to one player, it is almost guaranteed to be due to security software on there computer or network (router, ISP etc). The next step in trouble shooting this is probably for you to have them try to connect again, and when they get disconnected, capture both your logs and their logs and post them. BUT, all I expect for the logs to show is that they are getting disconnected by an outside (non-FG) source. Which means the step after that is to further investigate the user's security settings. For instance, they may have whitelisted FG on their computer correctly, but their router could be engaging Flood Protection or Parental Controls. A symptom of Flood Control is when they attempt to download info from you in bulk, it cuts them off. But, if they are just connecting and accessing small datasets (single small images, character sheet, etc) they don't have problems.

[Zacchaeus]

As LE says the problem would seem to lie with your players network connection or with his anti virus software. The other possibility is that the files are still downloading and are just taking a very long time because his network is very slow.

The log files would be a good start but here's some links to troubleshooting guides which might help https://fantasygroundsunity.atlassian.net/wiki/spaces/FGCP/pages/1981349889/Network+Troubleshooting and https://fantasygroundsunity.atlassian.net/wiki/spaces/FGCP/pages/1303052290/Whitelisting+or+Creating+Exceptions+for+Antivirus+ Applications

Incidentally the post that you linked was for Classic and the connection issues in Classic were much different from any that are experienced in Unity.

[Trenloe]

It looks like your Internet provider is Comcast. Make sure that Advanced Security isn't blocking that player's connection. More information here: https://www.fantasygrounds.com/forums/showthread.php?53461-Comcast-XFinity-Cox-and-Shaw-Communications-Users-Important