Player isn't able to see their character

[peterb]

One of my players is unable to see their character. The character menu is empty.

The circumstances are as follows:

1) The player created the character on computer A. This was 06/11.
2) While creating the character it took quite some while for the modules to appear in the library. The player said that "Internet is working fine".
3) The next session (19/11) the player logged in from computer B. Could not see their character. I cleared the ownership and after a good while (several minutes) the player could see the character.
4) The next session (26/12) the player was back on computer A. Could not see any characters nor any modules in the library. After several logins and me clearing ownership, the player could see their character and load modules. The player said that "Internet is working fine". I saved the network log from that session to able to compare with the next sessions log.
5) This last session (3/12) the player tried to log in from both computers, neither worked. Could not see character nor any content from modules. I was a bit distracted, running the session for the other three players, so we where not able to resolve the issue. I did save the network log.
6) Studying the console.log I see that the player had some problems with the password, might be from either computer, but i resolved itself. The player tried to log in but aborted after a few minutes.

Is there anything in particular that I should look for in the logs?

I've studied the network troubleshooting guide in the wiki and there's a few questions (firewalls, VPN, etc.) that I will pass on to the player.

I realize (having worked with network support previously in my career) that this might be a tricky problem to hunt down. Are there any other questions I should ask or any other info that would be good to get?

TIA for any assistance or advice.

[Laerun]

It sounds like you are on the right track. Also, perhaps bandwidth or wireless shenanigans might be in play for that individual?

[Zacchaeus]

You need to consider what kind of download speed the player's internet is as well. It sounds like it's slow; that's usually why things take so long to appear. You can get an idea of what kind of rate things are getting uploaded at by looking at your Resource monitor from the Task Manager.

[LordEntrails]

So, when the player logs into FG via settings, if they change the capitalization of their username, the campaign will think they are different players and won't show them "their" characters.

For instance, if I log into FG on computer A as "LordEntrails" and claim a character. Then go to computer B where I log in as "lordentrails". The campaign will see me as two different players, and LordEntrail's character(s) will not be available to lordentrails.

Resolve that first, and then #3 & 4 in your process won't happen.

[peterb]

So, when the player logs into FG via settings, if they change the capitalization of their username, the campaign will think they are different players and won't show them "their" characters.

For instance, if I log into FG on computer A as "LordEntrails" and claim a character. Then go to computer B where I log in as "lordentrails". The campaign will see me as two different players, and LordEntrail's character(s) will not be available to lordentrails.

Resolve that first, and then #3 & 4 in your process won't happen.

That one I checked. As far as I can tell, the username was the same.