FGU stuck on Updater (Getting purchases...)

[JulianGwein]

Hello there!
I had a problem since the last update, my FGU was not updating and the chat was saying that my players were on a more upgraded version.
Now decided to still install the update, came to a completely clean installation, deleted everything, all settings are reset and... stuck on "Getting purchases...".
Firewall is off, FGUpdaterEngine is running with Administrator permissions (from \FGUpdaterEngine\). I logged into my account and entered my license key.
My system is Windows 11.

How to solve this problem?

[Laerun]

Hello there!
I had a problem since the last update, my FGU was not updating and the chat was saying that my players were on a more upgraded version.
Now decided to still install the update, came to a completely clean installation, deleted everything, all settings are reset and... stuck on "Getting purchases...".
Firewall is off, FGUpdaterEngine is running with Administrator permissions (from \FGUpdaterEngine\). I logged into my account and entered my license key.
My system is Windows 11.

How to solve this problem?

Are you using wireless? Do you also have an anti-virus in place? Is there any chance you have changed ISPs or are using a VPN? Sounds like you have the right idea though.

Atlassian troubleshooting guide.
https://fantasygroundsunity.atlassian.net/wiki/spaces/FGCP/pages/1981349889/Network+Troubleshooting

[JulianGwein]

Internet wired (speed 500 mbs, so the Internet allows me to download gigabytes). I didn't change anything, it started suddenly, preparing for another game, turned on, started updating, it didn't update.
I did and with disabled anti-virus and with enabled, permissions for FGU full.
On your advice installed a VPN, and everything works.
And I don't even know which side is the problem. Without a VPN, updates don't work, but it's possible to play.

[Moon Wizard]

That usually means that something on your local network (usually router/modem or sometimes security software on machine) is blocking either all traffic to update.fantasygrounds.com, or blocking specific traffic because it's downloading updates (including .exe file when updating client).

You'd have to review your machine security software and settings, your router settings, and your ISP modem settings to see what they might have added/blocked.

Regards,
JPG

[JulianGwein]

If I understand correctly, the address where the updater works is update.fantasygrounds.com, and what port is used?
I could do a forward of that port in the router, maybe it's just blocking it (while Fantasy Grounds passes through UPnP).

The browser opened update.fantasygrounds.com - the answer is some number, but too fast for me to remember.
Router/Windows:

PING update.fantasygrounds.com (188.114.98.224): 64 data bytes
Reply from 188.114.98.224: bytes=64 ttl=48 seq=1 time=57.826 ms
Reply from 188.114.98.224: bytes=64 ttl=48 seq=2 time=68.248 ms
Reply from 188.114.98.224: bytes=64 ttl=48 seq=3 time=40.981 ms
Reply from 188.114.98.224: bytes=64 ttl=48 seq=4 time=47.595 ms
--- Ping Statistic "update.fantasygrounds.com" ---
Packets: Sent=4, Received=4, Lost=0 (0.00% loss)
Round-trip min/avg/max = 40.981/53.663/68.248 ms
ping is stopped.

[LordEntrails]

The port can't be fixed, or only one person would be able to update at a time. I don't know what range of ports the service uses, but it has to be pretty large to allow a few hundred simultaneous updates.

[Zacchaeus]

Here's a couple of articles that 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

As Moon Wizard says above something is blocking the updater; either your anti-virus (don't switch it off - make sure that you whitelist FG and the FG updater); or some security software on your router. So ISP add extra security which you can only access via their website so make sure you check for that as well. It may alos be a permissions issue - but generally FG sorts those out itself when you install. Also make sure that you try the default locations for the install. Sometimes permissions can go wonky if you install somewhere other than the default locations.