#1 [00:04] * AR1014 [webchat@208-104-64-146.fttp.ftmlsc.stat.comporium.net] has joined #minecrafthelp
#2 [00:05] <AR1014> Hey, i forgot my password and i cant access my email and i bought this a LONG time ago can i answer any security ques and reset my password please?
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#8 [00:48] <EitanHAHATICH> HI, i bought a minecraft account and i cant log in, i tried to log in in another computer and that works there
#9 [00:49] <EitanHAHATICH> what can i do?
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#15 [03:13] <TheDarkBowMaster> Hi there. So i am stuck on Minecraft Launcher and cannot launch minecraft. I call it LaunchCrash because everytime i press PLAY at the launcher..It starts to crash.
#16 [03:13] <TheDarkBowMaster> I think this is the 3rd time i say this..?
#17 [03:15] * Argonaur [webchat@cpc126614-bahd5-2-0-cust228.14-2.cable.virginm.net] has joined #minecrafthelp
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#20 [03:44] <Patches95> I'm not receiving any reset emails for my minecraft account I've had since beta, is there anyway to get assistance here or do I have to wait for mojang support?
#21 [03:44] <GreyVulpine> You'll have to wait
#22 [03:47] <Patches95> ok thanks
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#26 [04:14] * Oblivionary [webchat@S0106a84e3fe51333.ed.shawcable.net] has joined #minecrafthelp
#27 [04:16] <Oblivionary> A few weeks ago I was gifted a code for Minecraft java edition, so I out the code into minecraft.net under the java edition section and it said I would receive a purchase confirmation email but I never received it so what I am wondering is where is my purchase confirmation email
#28 [04:22] * Oblivionary [webchat@S0106a84e3fe51333.ed.shawcable.net] has quit. (Quit: webchat.esper.net)
#29 [04:25] * REEEEEEEEEEEEEEEEEEE [webchat@108-234-169-55.lightspeed.jcsnms.sbcglobal.net] has joined #minecrafthelp
#30 [04:25] <REEEEEEEEEEEEEEEEEEE> hello
#31 [04:26] <REEEEEEEEEEEEEEEEEEE> ok so when i go into minecraft and try to chat it says Cannot send chat message and its been happening for a while now
#32 [04:26] * chris [webchat@193-81-50-135.adsl.highway.telekom.at] has joined #minecrafthelp
#33 [04:27] <chris> Hello, i tried to migrate my old account, but it says that it has already been migrated...
#34 [04:28] <chris> but my old email adress has been deleted and because of this i dont have my transaction id anymore
#35 [04:31] <chris> #minecrafthelp Hello, i tried to migrate my old account, but it says that it has already been migrated... but my old email adress has been deleted and because of this i dont have my transaction id anymore
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#39 [05:02] * Aur7 [webchat@82-64-129-135.subs.proxad.net] has joined #minecrafthelp
#40 [05:03] <Aur7> hi, since last week, in games I can no longer connect to premium servers. (Authentication servers are down, please try again later, sorry!) I esay other PC, on other connection and even in cloud gaming on nvidia NOW.
#41 [05:03] <Aur7> the problem comes from my Minecraft account. I try to contact Mojang without success
#42 [05:05] * Xeyame [~Xeyame@server-q7su72.xeya.me] has quit. (Remote host closed the connection)
#43 [05:08] <Greymagic27> Aur7, Hey. When you were working with Andrio, did he ask you to try connecting to servers whilst using a mobile hotspot?
#44 [05:09] <Aur7> I already tried, the problem is internally at Mojang Greymagic27
#45 [05:10] <Greymagic27> Aur7, Have you contacted your ISP about the issue?
#46 [05:13] <Aur7> Greymagic27 no, but the problem does not come from the connection, I have cloud gaming with the same problem and it is also done on local servers
#47 [05:15] <Greymagic27> Aur7, Alright well I've been looking back over the chat you had with Andrio, and it looks like we've gone through all of the common causes. Saying that, I'm wondering if it's a windows profile issue or a mojang issue as you've said.
#48 [05:15] <Greymagic27> ??> Aur7 win/profile
#49 [05:15] <Mightyena> Aur7: It may be helpful to isolate whether this is a problem with your user account, or with your system as a whole.
#50 [05:15] <Mightyena> Aur7: Please create a new user profile (a computer user, not a new Minecraft account), log in as that user, and try Minecraft from there. If it works, there's something on your profile that's breaking Java or Minecraft. If not, there's something amiss with your system as a whole.
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#53 [05:18] <Aur7> Mightyena Greymagic27 I want to try, but as I say even in cloud gaming on Nvidia NOW it does not work ...
#54 [05:19] <Aur7> and that would mean that my 2 PC, (laptop and tower) does not work
#55 [05:19] <Greymagic27> Aur7, Hmm ok. Right now your only option is to wait for mojang to reply
#56 [05:20] <Aur7> it's been a week, I'm not even notified that my application was received
#57 [05:21] <Greymagic27> Aur7, Did you not get any sort of auto response?
#58 [05:21] <Aur7> nop
#59 [05:21] <Aur7> I did not receive anything
#60 [05:21] <Greymagic27> Aur7, That's odd. What email provider did you use to send the email?
#61 [05:22] * TheDarkBowMaster [webchat@IGLD-84-228-227-9.inter.net.il] has quit. (Quit: webchat.esper.net)
#62 [05:22] <Aur7> FREE
#63 [05:22] <Aur7> ( FRANCE )
#64 [05:22] <Greymagic27> Aur7, Did you email them using this link? https://help.mojang.com/customer/portal/emails/new
#65 [05:24] <Aur7> WTF ? is not the same site ?!
#66 [05:25] <Greymagic27> Aur7, If you're talking about the 'we've moved message' then no, that's not the site you email them at anymore.
#67 [05:25] <Greymagic27> But when you did send them an email, that would have been where you sent the email. Did you use that site?
#68 [05:26] <Aur7> I am sent to them for this sit
#69 [05:26] <Aur7> not from https://help.minecraft.net/hc/en-us
#70 [05:26] <Greymagic27> Aur7, That's odd then why you didn't get any sort of auto response. Did you check your SPAM/Junk folder??
#71 [05:26] <Greymagic27> ?*
#72 [05:28] <Aur7> I am nothing
#73 [05:28] <Aur7> I only want to redo a request on the new site -_-
#74 [05:29] <Greymagic27> Aur7, If you are to send another email, use a different provider such as Gmail. FREE may be dropping mojang's emails
#75 [05:29] <Aur7> I will try Roundcube
#76 [05:40] <Aur7> I am contacted, thank you for your help
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#80 [06:35] * Taddare [webchat@c-24-131-220-181.hsd1.pa.comcast.net] has joined #minecrafthelp
#81 [06:36] <bootshere> its been 4 days and i am unable to login to my account on web it dosen't show any thing when i click login button and on minecraft launcher it always said invalid email or password even i have resetted the password
#82 [06:37] <Taddare> Hello. I just installed 1.14.4 and everytime I try and launch it says it can not fine or load patchy-1.1.jar all the thing I have seen say it is from an incompatable program but I don't have anything on that list but discord which I closed before running
#83 [06:39] * REEEEEEEEEEEEEEEEEEE [webchat@108-234-169-55.lightspeed.jcsnms.sbcglobal.net] has quit. (Quit: webchat.esper.net)
#84 [06:41] <bootshere> do u have any of these softwares installed https://minecraftirc.net/support-articles/known-incompatible-software/
#85 [06:42] <Taddare> Only discord. which I closed before running.
#86 [06:42] <Taddare> So I need to uninstall doecord and try again?
#87 [06:42] <Taddare> discord
#88 [06:43] <bootshere> ok let me check if i can find something on internet to help u
#89 [06:49] <bootshere> their are not many articles about this errors on internet. did u try to uninstall and reinstall minecraft or uninstall and reinstall java
#90 [06:51] <Taddare> Yes I reinstalled both and updated .net frameworks
#91 [06:51] <Taddare> Every article says it is from a program conflicting.
#92 [06:51] <Taddare> Thanks for looking though
#93 [06:52] <bootshere> sorry couldn't help hope u get it fixed soon
#94 [06:52] <Taddare> I'll keep plugging at it
#95 [06:52] <Taddare> bye
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#97 [07:21] * james [webchat@mail.jhgs.bucks.sch.uk] has joined #minecrafthelp
#98 [07:21] <james> Hello, I would like to refund my minecraft java edition
#99 [07:29] <Greymagic27> james, Hey. Can I ask, why do you want to refund it?
#100 [07:30] <james> It wasn't me who purchased it
#101 [07:30] <Greymagic27> ??> james account/refund
#102 [07:30] <Mightyena> james: This is Mojang's refund policy: https://help.minecraft.net/hc/articles/360030463592-Mojang-refunds-policy
#103 [07:30] <james> I'm aware of the refund policy
#104 [07:30] <james> It wasn't me who purchased the game
#105 [07:31] <Greymagic27> james, Email mojang, give as much information as possible
#106 [07:31] <Greymagic27> ??> james account/send-email
#107 [07:31] <Mightyena> james: Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#108 [07:31] <Mightyena> james: For wait times on replies refer to https://help.mojang.com/customer/portal/articles/359446-when-will-i-hear-back-
#109 [08:45] * hello [webchat@host86-129-61-117.range86-129.btcentralplus.com] has joined #minecrafthelp
#110 [08:46] <hello> i cannot remember my email that i had my minecraft tagged to. i am trying to migrate my account
#111 [08:49] <Greymagic27> ??> hello account/forgot-email
#112 [08:49] <Mightyena> hello: If you forgot the email address you used to register, try all your emails at https://account.mojang.com/password. The one that receives a confirmation email from Mojang will be the one you should use to log in.
#113 [08:52] * Tobi [webchat@p5DC3A0A4.dip0.t-ipconnect.de] has joined #minecrafthelp
#114 [08:52] <Tobi> Hello
#115 [08:52] <Tobi> can i have support in German
#116 [09:02] * Aleeeex [webchat@user-5-173-184-169.play-internet.pl] has joined #minecrafthelp
#117 [09:02] <Aleeeex> Hey when i downloading minecraft 1.5.1 i have error. Can someone help? current version is working
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#124 [09:16] <joe> Hi when I try to open the launcher noting happens, and I cant figure out why
#125 [09:20] * Matheo1608 [webchat@ti0019a400-1136.bb.online.no] has joined #minecrafthelp
#126 [09:20] <Matheo1608> Is there a way for me to play with my friend who is playing minecraft on an ipad?
#127 [09:21] <MccGarthur> Hello, I was just curious if there's any way of finding out roughly how long it'll take before someone replies to my support inquiry. I emailed them my transaction ID, account name, and all required info mid-August to recover my account and haven't heard anything.
#128 [09:22] * Moti [webchat@bzq-109-67-21-21.red.bezeqint.net] has joined #minecrafthelp
#129 [09:23] <Moti> Hi, trying to login without success, also tried to reset password but I do not get any emails from Mojang
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#137 [09:54] * BBeansman [webchat@81.25.180.10] has joined #minecrafthelp
#138 [09:54] <BBeansman> my minecraft launcher wont launch
#139 [09:54] <Nathan1164> The Minecraft login button on Minecraft.net is not working
#140 [09:55] <Greymagic27> ??> Nathan1164 tools/hjt
#141 [09:55] <Mightyena> Nathan1164: Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#142 [09:55] <Mightyena> Nathan1164: Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#143 [09:55] <Greymagic27> ??> BBeansman launcher/log-txt
#144 [09:55] <Mightyena> BBeansman: We need to see your full launcher log, which is created in the game directory.
#145 [09:55] <Mightyena> BBeansman: First open your .minecraft folder (If you don't know how to get there, ask), then try to launch the game. Then in the .minecraft folder open the launcher_log file, and copy its content to https://paste.ubuntu.com. Click "Paste!", then share with us the link (the URL) that it takes you to.
#146 [09:56] <Nathan1164> I don't own Minecraft, i was planning on buying it from the website
#147 [09:56] * Nethhh [webchat@173-19-17-123.client.mchsi.com] has joined #minecrafthelp
#148 [09:56] <BBeansman> https://paste.ubuntu.com/p/VpvdtQzMfQ/
#149 [09:56] <Greymagic27> Nathan1164, Follow the steps for 'hijackthis'. It's possible something on your PC is causing the issue
#150 [09:57] <Nethhh> Hello, my Minecraft won't open at all
#151 [09:57] <Greymagic27> Nethhh, Hey. Let's take a closer look at the crash:
#152 [09:57] <Greymagic27> ??> Nethhh launcher/log-txt
#153 [09:57] <Mightyena> Nethhh: We need to see your full launcher log, which is created in the game directory.
#154 [09:57] <Mightyena> Nethhh: First open your .minecraft folder (If you don't know how to get there, ask), then try to launch the game. Then in the .minecraft folder open the launcher_log file, and copy its content to https://paste.ubuntu.com. Click "Paste!", then share with us the link (the URL) that it takes you to.
#155 [09:57] <BBeansman> "
#156 [09:58] <BBeansman> Mightyena https://paste.ubuntu.com/p/VpvdtQzMfQ/
#157 [09:59] <Nethhh> https://paste.ubuntu.com/p/YmbYnRsVrj/
#158 [10:00] <Nethhh> Thank you
#159 [10:00] <Greymagic27> Nethhh, https://bugs.mojang.com/browse/MCL-12191
#160 [10:00] <Nathan1164> https://paste.ubuntu.com/p/MxZ3sxK95w/
#161 [10:00] <Greymagic27> ??> Nathan1164 win/hosts/edit
#162 [10:00] <Mightyena> Nathan1164: To edit your Host file, please do the following: Go to the Start Menu and locate notepad. Right click notepad and select Run as Administrator
#163 [10:00] <Mightyena> Nathan1164: Press File, then Open. Enter %SystemRoot%\System32\drivers\etc\hosts as the "File name" and press "Open"
#164 [10:00] <Greymagic27> Nathan1164, Remove any entry containing the word mojang - Save the file by pressing CTRL+S then change your minecraft password
#165 [10:01] * eswvv [webchat@82-203-153-203.bb.dnainternet.fi] has joined #minecrafthelp
#166 [10:01] <eswvv> I cant launch my minecraft
#167 [10:01] <Greymagic27> eswvv, Hey. What happens when you try to launch it?
#168 [10:02] <eswvv> nothing
#169 [10:02] <Greymagic27> ??> eswvv launcher/log-txt
#170 [10:02] <Mightyena> eswvv: We need to see your full launcher log, which is created in the game directory.
#171 [10:02] <Mightyena> eswvv: First open your .minecraft folder (If you don't know how to get there, ask), then try to launch the game. Then in the .minecraft folder open the launcher_log file, and copy its content to https://paste.ubuntu.com. Click "Paste!", then share with us the link (the URL) that it takes you to.
#172 [10:02] <Nathan1164> how do i find %SystemRoot%
#173 [10:02] <BBeansman> https://paste.ubuntu.com/p/VpvdtQzMfQ/ someone help got to go in like 5 mins
#174 [10:04] * BBeansman [webchat@81.25.180.10] has quit. (Quit: webchat.esper.net)
#175 [10:04] <Nethhh> I've tried everything I can think of:/
#176 [10:04] * BBeansman [webchat@81.25.180.10] has joined #minecrafthelp
#177 [10:05] <Greymagic27> Nethhh, Right now it's an ongoing bug. Attach your crash report to the bug report, it may help narrow down the cause
#178 [10:05] <Nethhh> Ok I will
#179 [10:06] <Nathan1164> Ok im in the ect folder but there is nothing in there#
#180 [10:06] <Nethhh> How do I attatch it?
#181 [10:06] <BBeansman> graymagic help sorry if you have said anything in chat i tried reafresh the page https://paste.ubuntu.com/p/8yBrCcGSkz/
#182 [10:07] <Greymagic27> Nethhh, Copy the text into a notepad file, then attach that by dragging it into the bug report (iirc)
#183 [10:07] <Nethhh> Ok thank you
#184 [10:07] <Greymagic27> Nathan1164, Don't access it directly. Follow the steps Mightyena sent:
#185 [10:07] <Greymagic27> ??> Nathan1164 win/hosts/edit
#186 [10:07] <Mightyena> Nathan1164: To edit your Host file, please do the following: Go to the Start Menu and locate notepad. Right click notepad and select Run as Administrator
#187 [10:07] <Mightyena> Nathan1164: Press File, then Open. Enter %SystemRoot%\System32\drivers\etc\hosts as the "File name" and press "Open"
#188 [10:07] <Greymagic27> BBeansman, It's a known issue: https://bugs.mojang.com/browse/MCL-12191
#189 [10:08] <BBeansman> so what do i do now
#190 [10:09] <Greymagic27> BBeansman, You'll need to wait for a workaround or fix to be found
#191 [10:09] <BBeansman> okay
#192 [10:10] <eswvv> i think im missing files because i dont have launcher.log
#193 [10:10] <Greymagic27> eswvv, Does the launcher load up?
#194 [10:11] <eswvv> no
#195 [10:11] <Greymagic27> eswvv, It's a known issue: https://bugs.mojang.com/browse/MCL-12191
#196 [10:11] <Nethhh> Sorry I can't find it but, where exactly do I drag the notepad file or where is the bug report? Do I need to login maybe?
#197 [10:12] <Greymagic27> Nethhh, You will need to create an account. If you can't/don't want to, I'll happily attach it for you :)
#198 [10:12] <Nethhh> If you would please! :)
#199 [10:12] <Nathan1164> still no hosts in the ect folder
#200 [10:12] <Greymagic27> Done Nethhh
#201 [10:12] <Greymagic27> Nathan1164, Stop trying to access the file directly. Instead, use notepad to enter your host file.
#202 [10:13] <Nethhh> Ok I see it, thank you
#203 [10:13] <Greymagic27> ??> Nathan1164 win/hosts/edit
#204 [10:13] <Mightyena> Nathan1164: To edit your Host file, please do the following: Go to the Start Menu and locate notepad. Right click notepad and select Run as Administrator
#205 [10:13] <Mightyena> Nathan1164: Press File, then Open. Enter %SystemRoot%\System32\drivers\etc\hosts as the "File name" and press "Open"
#206 [10:13] <Nethhh> So no luck for now, when should I try again?
#207 [10:13] <Nathan1164> im using the notepad as an admin to access the file
#208 [10:13] <eswvv> so what I can do to launcher ?
#209 [10:13] <Greymagic27> Nethhh, Keep checking the bug report for any updates
#210 [10:13] <Greymagic27> eswvv, ^
#211 [10:14] <Greymagic27> Nathan1164, What happens when you enter '%SystemRoot%\System32\drivers\etc\hosts' as the file name?
#212 [10:14] <Nethhh> Ok I will, thank you guys and good luck!:D
#213 [10:15] <Greymagic27> Nethhh, No problem! Enjoy the rest of your day :)
#214 [10:15] <Nathan1164> I folow the file path that you have told me to enter and in the ect folder there is no hosts file
#215 [10:15] <Greymagic27> Nathan1164, What are you entering as the file name?
#216 [10:16] * eswvv [webchat@82-203-153-203.bb.dnainternet.fi] has quit. (Quit: webchat.esper.net)
#217 [10:17] <Nathan1164> local dick (c:)>Windows>System32>drivers>ect
#218 [10:18] <Nathan1164> disk sorry
#219 [10:19] <Greymagic27> Nathan1164, You're missing out the hosts part :P
#220 [10:19] <Greymagic27> %SystemRoot%\System32\drivers\etc\hosts
#221 [10:20] <Nathan1164> yup there is no hosts folder in there, the ect folder is empty
#222 [10:20] <Greymagic27> Nathan1164, Could you send a screenshot of what you see? Use https://imgur.com/upload to send it
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#224 [10:22] * Oblivionary [webchat@S0106a84e3fe51333.ed.shawcable.net] has joined #minecrafthelp
#225 [10:22] <Nathan1164> wait im dumb, i had it set to text files only, now i have like 5 files in there
#226 [10:23] <Greymagic27> Nathan1164, When you enter '%SystemRoot%\System32\drivers\etc\hosts' as the file name and click 'Open', it should just open a notepad file
#227 [10:23] <Oblivionary> How long does it take for a purchase confirmation email to come thriugh
#228 [10:24] <Greymagic27> Oblivionary, Hey. It shouldn't take long
#229 [10:24] <Nathan1164> yup i have a notepad file open
#230 [10:24] <Greymagic27> Nathan1164, Find the two entries that contain the word mojang, and remove them. (The whole line including the IPs)
#231 [10:24] <Greymagic27> ??> Oblivionary account/send-email
#232 [10:24] <Mightyena> Oblivionary: Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#233 [10:24] <Mightyena> Oblivionary: For wait times on replies refer to https://help.mojang.com/customer/portal/articles/359446-when-will-i-hear-back-
#234 [10:25] <Nathan1164> done that
#235 [10:25] <Greymagic27> Nathan1164, Save the file by pressing CTRL+S then change your minecraft password
#236 [10:26] * Goldie [webchat@c-73-103-31-212.hsd1.in.comcast.net] has joined #minecrafthelp
#237 [10:27] * test [webchat@cpc93348-hers8-2-0-cust89.6-3.cable.virginm.net] has joined #minecrafthelp
#238 [10:27] <Nathan1164> i have changed my Minecraft password, do I try to log in now?
#239 [10:27] <Goldie> Yo, I need some help logging in and downloading Minecraft on this computer.
#240 [10:27] <Oblivionary> Mightyena that link says that the article is no longer available
#241 [10:28] <Greymagic27> Nathan1164, Yes please
#242 [10:28] <Greymagic27> Oblivionary, The wait time article isn't working because they've changed to help.minecraft.net
#243 [10:28] <Greymagic27> The sending email link should work however
#244 [10:28] <Greymagic27> Goldie, Hey. What's the issue with logging in?
#245 [10:28] * greentv23 [webchat@cpc87997-haye25-2-0-cust779.17-4.cable.virginm.net] has joined #minecrafthelp
#246 [10:29] <Nathan1164> yup im in my account now, thank you
#247 [10:29] <greentv23> My minecraft launcher won't open
#248 [10:29] <Greymagic27> Nathan1164, No problem. Don't use MCLeaks again
#249 [10:29] <Greymagic27> greentv23, It's a known issue: https://bugs.mojang.com/browse/MCL-12191
#250 [10:29] <Goldie> I think I have my pass right but I cant get an email, My Minecraft account would be on one of my main emails but I don't think it is.
#251 [10:30] <Nathan1164> yeah ill keep that in mind
#252 [10:30] <Greymagic27> Goldie, What email provider are you using?
#253 [10:30] <greentv23> so there's no resolution?
#254 [10:30] <Goldie> well my main is gmail and the other one I use is yahoo.
#255 [10:30] <Greymagic27> greentv23, Not yet, no. You'll need to wait for any workaround or fix to appear on the report
#256 [10:30] <Nathan1164> by the way how long does it take for Minecraft to come through after buying it
#257 [10:30] <Greymagic27> Goldie, Have you checked your SPAM folder on gmail?
#258 [10:30] <Greymagic27> Nathan1164, It shouldn't take that long
#259 [10:31] <Goldie> yes, it wasent there.
#260 [10:31] <Nathan1164> ok, im planning on buying it
#261 [10:31] <Greymagic27> ??> Goldie account/send-email
#262 [10:31] <Mightyena> Goldie: Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#263 [10:31] <Mightyena> Goldie: For wait times on replies refer to https://help.mojang.com/customer/portal/articles/359446-when-will-i-hear-back-
#264 [10:31] <greentv23> I wish i hadn't just bought minecraft -_- only to find out i literally cannot play it
#265 [10:32] <Greymagic27> greentv23, If you want to get a refund, you can email mojang here: https://help.minecraft.net/hc/requests/new
#266 [10:32] * Nathan1164 [webchat@host86-144-15-231.range86-144.btcentralplus.com] has quit. (Quit: webchat.esper.net)
#267 [10:33] <Goldie> welp, Im in a pickle.
#268 [10:35] <Goldie> I need to log into my Mojang account but I don't rember the email linked to it or the gift card code and I need one of those to log into my mojan account to get the code and download mine craft on this new laptop....Yay
#269 [10:35] * DarkNoddy [~mordi@191.90-149-25.nextgentel.com] has joined #minecrafthelp
#270 [10:35] <greentv23> this is quite a new bug then?
#271 [10:36] <Goldie> heh
#272 [10:36] <greentv23> https://bugs.mojang.com/browse/MCL-12191
#273 [10:38] * Panzerschrek [webchat@vyfdpq4726w-lp130-06-65-92-243-231.dsl.bell.ca] has joined #minecrafthelp
#274 [10:39] * s0er3n [webchat@i59F7FC17.versanet.de] has joined #minecrafthelp
#275 [10:41] <Panzerschrek> Has anyone ever managed to recover a stolen account to which the original user didn't have the transaction ID?
#276 [10:41] * bys3bi_ [webchat@77.119.129.20.wireless.dyn.drei.com] has joined #minecrafthelp
#277 [10:41] <bys3bi_> i need some help pls
#278 [10:41] * s0er3n [webchat@i59F7FC17.versanet.de] has quit. (Client Quit)
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#282 [10:43] <bys3bi_> when i will click on play in minecraft this message comes: https://paste.gg/p/anonymous/ab64c78e79594cedae5665ef7c5679a7
#283 [10:44] * beanman [webchat@ool-18928cef.dyn.optonline.net] has joined #minecrafthelp
#284 [10:44] * nic [webchat@pool-96-252-5-212.bstnma.fios.verizon.net] has joined #minecrafthelp
#285 [10:44] <beanman> my minecraft wont launch'
#286 [10:44] <beanman> can anyone help please
#287 [10:44] <Oblivionary> I understand you guys are volunteers but I have been waiting for 3 weeks for my purchase confirmation email and I have yet to receive it, I have tried filling out a help request three times today alone it keeps sending me to the old link help.mojang.com even help.minecraft.net links send me there
#288 [10:45] * beanman [webchat@ool-18928cef.dyn.optonline.net] has quit. (Client Quit)
#289 [10:46] <nic> My .minecraft folder only contains launcher_log.txt and updateLog.txt
#290 [10:46] <nic> I assume there are supposed to be more files than just these two, but I am unsure where I am supposed to find them. I have tried uninstalling and reinstalling a couple times as well as restarting my computer
#291 [10:46] * Alxnder [webchat@46.11.84.17] has joined #minecrafthelp
#292 [10:46] <Alxnder> Hi there, I haven't used minecraft in years and just installed the launcher, but it doesn't launch (Win 10 - Java edition)
#293 [10:47] <Alxnder> tried running as admin & compatibility mode
#294 [10:47] <Alxnder> any suggestions/tips/tricks please?
#295 [10:48] <bys3bi_> i need some help pls
#296 [10:48] <bys3bi_> when i will click on play in minecraft this message comes: https://paste.gg/p/anonymous/ab64c78e79594cedae5665ef7c5679a7
#297 [10:50] <Alxnder> not much help here
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#306 [11:04] <A> Hello, my Minecraft launcher wont open, what can I do? I tried reinstalling several time, I tried updating my graphic card driver and my computer does meet system requirements.
#307 [11:07] * A [webchat@p5DCD1CBE.dip0.t-ipconnect.de] has quit. (Client Quit)
#308 [11:08] * bruh_moment [webchat@ool-60388452.static.optonline.net] has joined #minecrafthelp
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#310 [11:10] * jackson [webchat@pool-100-1-12-60.nwrknj.fios.verizon.net] has joined #minecrafthelp
#311 [11:10] <jackson> How do i refund minecraft?
#312 [11:11] * jackson [webchat@pool-100-1-12-60.nwrknj.fios.verizon.net] has quit. (Client Quit)
#313 [11:12] * Clo5et [webchat@host86-171-21-222.range86-171.btcentralplus.com] has joined #minecrafthelp
#314 [11:12] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has joined #minecrafthelp
#315 [11:13] <Esben> Hey, I just downloaded Minecraft, and when I try to open it, it does nothing.
#316 [11:13] * Clo5et [webchat@host86-171-21-222.range86-171.btcentralplus.com] has quit. (Client Quit)
#317 [11:13] <Esben> I've tried to reinstall, but i doesn't work - when I open the launcher it does nothing
#318 [11:16] * Absol [~Absol@hunter.of.the.devilincarnate.net] has joined #minecrafthelp
#319 [11:16] <Esben> ??
#320 [11:24] * AuBot [~Bot@24-181-103-224.dhcp.leds.al.charter.com] has joined #minecrafthelp
#321 [11:24] <ThanossSnap> hi
#322 [11:24] <Esben> hello
#323 [11:25] <tommy> my the minecraft launcher doesn't work
#324 [11:25] <Esben> same
#325 [11:25] <ThanossSnap> dudes?
#326 [11:25] <Esben> Yeah?
#327 [11:25] <ThanossSnap> U are waitin for a guy who will help us
#328 [11:25] <Esben> I know
#329 [11:25] <ThanossSnap> lol i thought this is a bot window and nobody is gonna help me
#330 [11:26] <Esben> Ahah, no we're waiting
#331 [11:26] <Esben> Ahah, no we're waiting
#332 [11:26] * tommy [webchat@lfbn-bay-1-264-25.w90-54.abo.wanadoo.fr] has left #minecrafthelp
#333 [11:26] * mowgli [webchat@cpc104558-craw8-2-0-cust367.16-3.cable.virginm.net] has joined #minecrafthelp
#334 [11:26] <ThanossSnap> simply, i forgot the email
#335 [11:26] <Esben> Your account email? ;P
#336 [11:26] <ThanossSnap> ye
#337 [11:26] <Esben> omg agag
#338 [11:26] <ThanossSnap> i have got my nick and password
#339 [11:26] <Esben> I can't open my minecraft
#340 [11:26] <ThanossSnap> lol how
#341 [11:27] <mowgli> I cannot open the launcher for minecraft
#342 [11:27] <Esben> Just purschaed it, and downloaded it
#343 [11:27] <Esben> Then my launcher can't open
#344 [11:27] <Esben> It says nothing - just won't open
#345 [11:27] <ThanossSnap> lolo wtf
#346 [11:27] <Esben> Yeah..;//
#347 [11:27] <ThanossSnap> how long we are gonna w8 here?
#348 [11:27] <ThanossSnap> mby 15 mins?
#349 [11:27] <Esben> A bit I think
#350 [11:27] <Esben> I've waited a couple of minutes
#351 [11:28] <ThanossSnap> mkay
#352 [11:28] <ThanossSnap> its gag
#353 [11:28] <ThanossSnap> that company like Mojang cant somehow reset your email lmfao
#354 [11:28] <Esben> haahha
#355 [11:28] <ThanossSnap> so simple
#356 [11:28] <Esben> lol
#357 [11:28] <ThanossSnap> So
#358 [11:29] <Esben> I'm so pissed over this...
#359 [11:29] <Absol> Esben: Please keep it civil
#360 [11:29] <ThanossSnap> yes
#361 [11:29] <Esben> Ofc, sry
#362 [11:29] <ThanossSnap> lmao
#363 [11:29] <ThanossSnap> its a bot
#364 [11:29] <Esben> XD
#365 [11:29] <Esben> ahah akward
#366 [11:29] <ThanossSnap> bruh moment
#367 [11:29] <Esben> yup
#368 [11:29] <ThanossSnap> ...
#369 [11:29] <ThanossSnap> -.-
#370 [11:30] <ThanossSnap> where are you from guys?
#371 [11:30] <Esben> Denmark
#372 [11:30] <ThanossSnap> Nice
#373 [11:30] <Esben> you
#374 [11:30] <Esben> ?
#375 [11:30] <ThanossSnap> Central Europe
#376 [11:30] <ThanossSnap> Czechia
#377 [11:30] <Esben> Oh okay, nice
#378 [11:31] <Esben> Bro, if you go into Minecrafts main website and press help up in the top right corner
#379 [11:31] <ThanossSnap> yes?
#380 [11:31] <Esben> You'll get to their help center
#381 [11:31] <ThanossSnap> yes
#382 [11:31] <Esben> Under "Minecraft accounts"
#383 [11:31] <ThanossSnap> i checked it 546554684 times
#384 [11:31] <Esben> Oh
#385 [11:31] <Esben> Well...
#386 [11:31] <Esben> It doesn't work?
#387 [11:32] <ThanossSnap> nope dude
#388 [11:32] <Esben> Ah damn it
#389 [11:32] <ThanossSnap> let me try one more just to be 10014% sure
#390 [11:32] <Esben> ahahah
#391 [11:32] <ThanossSnap> xdd
#392 [11:33] <ThanossSnap> nope
#393 [11:33] <Esben> damn it
#394 [11:33] <ThanossSnap> thats when u decide to make it when u have full access
#395 [11:33] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has joined #minecrafthelp
#396 [11:33] <Esben> ah oka
#397 [11:34] <ThanossSnap> duuuuh
#398 [11:34] <mattym> If you are having an issue with opening the launcher, please sit tight and be patient. I am looking into possible causes. All I know now is that there was an update to the launcher, and its not working for some.
#399 [11:34] <mattym> ??> ThanossSnap account/send-email
#400 [11:34] <Mightyena> ThanossSnap: Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#401 [11:34] <Mightyena> ThanossSnap: For wait times on replies refer to https://help.mojang.com/customer/portal/articles/359446-when-will-i-hear-back-
#402 [11:34] <ThanossSnap> ook
#403 [11:35] <Esben> Mightyena Can you help me as well? I've downloaded Minecraft, and it wont start the launcher when I try to open it.
#404 [11:35] <mattym> Esben, Did you read what I JUST wrote?
#405 [11:35] <Esben> oh didn't see
#406 [11:35] <Esben> sry
#407 [11:35] <Mike7> Yeah, same issues with me. Launcher is not loading. I've reinstalled Minecraft, updated my graphic drivers, reinstalled Java
#408 [11:35] <Esben> Ah okay - I'll wait. Thanks!
#409 [11:36] <mattym> Mike7, Just sit tight, I am looking into what may be the issue.
#410 [11:36] <Mike7> I am. I just wanted to let you know what I've tried already
#411 [11:36] <mowgli> same issue with with me the launcher won't even start
#412 [11:37] <mattym> Ok, its likely going to be caused by something on the computer causing a conflict. Mike7 mowgli and Esben, I need you all to follow the instructions Mightyena will provide.
#413 [11:37] <mattym> ?? tools/hjt
#414 [11:37] <Mightyena> tools/hjt: Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#415 [11:37] <Mightyena> tools/hjt: Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#416 [11:37] <Esben> Okay will do - thanks for the help
#417 [11:38] <Mike7> Will do it now, I'll let you know what happens
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#419 [11:39] * christian [webchat@ip-5-146-24-65.unitymediagroup.de] has joined #minecrafthelp
#420 [11:39] <Mike7> +mattyn https://paste.ubuntu.com/p/KcFmQt6Wcs/
#421 [11:40] <mowgli> https://paste.ubuntu.com/p/S22RqKjkJz/
#422 [11:40] <Esben> https://paste.ubuntu.com/p/FR84nKK2rF/
#423 [11:41] <ThanossSnap> I havent got the Transaction ID and i have got only one email acc linked to the this minecraft account, and thats why am here lol. It looks like i have to simply purchase another minecraft code and create new account. Thanks for help anyways guys. :)
#424 [11:41] * ThanossSnap [webchat@93.91.49.23] has quit. (Quit: webchat.esper.net)
#425 [11:42] <christian> Hello, I have a strange issue when I try to login to my account. I enter the correct login information in the browser window and push the send Button, but noting happens. No error screen, nothing, I still see the login page with the login information i filled in. Can someone explain me this strange behaviour? How can we fix that issue? Thanks.
#426 [11:42] <mattym> Ok, Only common thing we know to have caused issues in the past that you all have is Discords overlay. Go into the Discord program and turn off its ingame overlay feature then try to launch again. Let me know if it works after that.
#427 [11:42] <mattym> ??> christian tools/hjt
#428 [11:42] <Mightyena> christian: Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#429 [11:42] <Mightyena> christian: Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#430 [11:42] <Esben> Will do!
#431 [11:43] <mattym> Esben, Yours was the only log with one other potential issue, but we can deal with that once we know the launcher is working.
#432 [11:43] * Crypt [webchat@47-221-15-30.kngwcmtk01.res.dyn.suddenlink.net] has joined #minecrafthelp
#433 [11:44] <Esben> Oh okay, sure
#434 [11:44] <Crypt> Where do I link my minecraft account to twitch
#435 [11:44] <mattym> Crypt, You dont.
#436 [11:45] <Crypt> on the twitch app it says minecraft is not installed but it is on my machine
#437 [11:45] <Esben> Uhm okay - It doesn't seem to work with the overlay-thing
#438 [11:45] <mattym> Esben, You mean with the Overlay OFF?
#439 [11:45] <mowgli> I just quit discord completely and it would appear to not work
#440 [11:45] <mattym> Crypt, Speak with Twitch support then.
#441 [11:45] <Mike7> Same with me, I turned off Discord overlay and turned off Show text chat notifications
#442 [11:45] <Crypt> they do not respond tho ;-;
#443 [11:46] * christian [webchat@ip-5-146-24-65.unitymediagroup.de] has quit. (Quit: webchat.esper.net)
#444 [11:46] <mattym> Ok, "Launcher Issues" people, hand tight again, looking into other possible fixes.
#445 [11:46] <Mike7> Thank you for the help by the way
#446 [11:46] <Esben> Of course - thanks
#447 [11:46] <mattym> Crypt, Well, we cannot help with Twitch issues here, so.
#448 [11:46] <Crypt> ok, well thanks
#449 [11:46] <Esben> Yeah thanks a lot.
#450 [11:46] * Crypt [webchat@47-221-15-30.kngwcmtk01.res.dyn.suddenlink.net] has quit. (Client Quit)
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#452 [11:50] <mowgli> not sure if this will help
#453 [11:50] <mowgli> https://paste.ubuntu.com/p/bdZsyt26Yn/
#454 [11:51] <mattym> mowgli, That a launcher_log.txt ?
#455 [11:51] <mowgli> yes
#456 [11:52] <mattym> Unfortunately its stopped logging before showing any actual problem.
#457 [11:53] * FinFileors [webchat@cpe-109-167-93-21.dynamic.vivacable.net] has joined #minecrafthelp
#458 [11:53] <mattym> Ok, mowgli Esben and Mike7 Gonna send another set of instructions. The final step of which will have you restart the computer, so make sure you bookmark this page.
#459 [11:54] <Mike7> Roger that
#460 [11:54] <Esben> Ofc
#461 [11:54] <mattym> Also after you restart, you will be given a log output, I will need a link to that like the previous one.
#462 [11:54] <mattym> ?? av/adwcleaner
#463 [11:54] <Mightyena> av/adwcleaner: Malwarebytes ADWCleaner is a utility to clean a PC which is infested with malware. Download it here: https://toolslib.net/downloads/finish/1-adwcleaner/1999/
#464 [11:54] <Mightyena> av/adwcleaner: Run it, click Scan Now, once it completes the scan click Clean & Repair, restart the computer when it asks you to and come back here for further instructions.
#465 [11:54] <FinFileors> Everytime I click on my desktop minecraft application or from the folder it won't start no matter how many times i click on it or uninstall and install again
#466 [11:54] <mattym> FinFileors, Working on finding a fix for that now. Hang tight for a bit.
#467 [11:55] * mowgli [webchat@cpc104558-craw8-2-0-cust367.16-3.cable.virginm.net] has quit. (Quit: webchat.esper.net)
#468 [11:55] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has quit. (Quit: webchat.esper.net)
#469 [11:56] <Mike7> Well this is annoying lol, I downloaded the adwcleaner, says theres an update. Then it closes lol
#470 [11:57] * mowgli [webchat@cpc104558-craw8-2-0-cust367.16-3.cable.virginm.net] has joined #minecrafthelp
#471 [11:57] <mattym> Mike7, They update a lot.
#472 [11:57] <mowgli> I have just restarted
#473 [11:57] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has joined #minecrafthelp
#474 [11:57] <Esben> I'm back
#475 [11:57] <mattym> If ADWCleaner gave you a log provide it via https://paste.ubuntu.com
#476 [11:58] <mowgli> I must be missing the log as it didn't save anything
#477 [11:58] * Steve5 [webchat@180-150-81-131.NBN.mel.aussiebb.net] has joined #minecrafthelp
#478 [11:58] <Esben> Uhm, mine too, but I think I found it
#479 [11:58] <mattym> mowgli, It wouldnt have saves it, iff it made one it would have just popped open when you restarted.
#480 [11:59] <mattym> saved*
#481 [11:59] <Esben> https://paste.ubuntu.com/p/tY46gR3bmj/
#482 [11:59] <Esben> Is it something like that?
#483 [11:59] <mowgli> it is a fresh install of windows 10 I have not installed much
#484 [11:59] <mattym> Esben, Close enough.
#485 [11:59] <Esben> Great
#486 [12:00] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has joined #minecrafthelp
#487 [12:00] <mattym> mowgli Esben, Test the launcher again.
#488 [12:00] <Esben> Doesn't work://
#489 [12:01] <mowgli> still nothing
#490 [12:01] <Mike7> Need the pastbin?
#491 [12:01] <mattym> Mike7, If it gave you one yes.
#492 [12:02] <Mike7> https://paste.ubuntu.com/p/5X6wvs48CP/
#493 [12:02] * tx19 [webchat@ip-5-146-24-65.unitymediagroup.de] has joined #minecrafthelp
#494 [12:03] <mattym> Ok, Mike7 mowgli Esben and FinFileors, Are you all currently on your home network connection, and not a public/school/work one?
#495 [12:04] <Mike7> Home network
#496 [12:04] <Esben> I'm in my home network.
#497 [12:04] <FinFileors> Yes home network
#498 [12:04] * CIA [webchat@194-166-149-23.adsl.highway.telekom.at] has joined #minecrafthelp
#499 [12:04] <mowgli> I am at home yes
#500 [12:05] <CIA> hey why doesnt the Log In button on Minecraft.net work
#501 [12:05] * Steve5 [webchat@180-150-81-131.NBN.mel.aussiebb.net] has quit. (Quit: webchat.esper.net)
#502 [12:05] <Mike7> It works for me
#503 [12:06] <tx19> Hello, when I log in to the Minecraft launcher
#504 [12:06] <tx19> it says that my password or email address is wrong. After I changed my password it still didn't work. Does anyone have any idea how I can fix this?
#505 [12:06] <CIA> i dont know i click it and NOTHING happens
#506 [12:07] <Mike7> Try this https://my.minecraft.net/en-us/login/
#507 [12:07] <CIA> nope
#508 [12:07] <mattym> Alright, "Launcher Issue" people. The steps we have already tried 'should' rule out something on the PC causing an issue. However I cannot replicate the issue on my end. So I am not sure how to proceed. I am going to recommend you all do the following. Uninstall the launcher directly from the Programs & Features or Add/Remove Programs section in Control Panel.
#509 [12:07] * Lord_Ralex [~Ralex@irc.ae97.net] has joined #minecrafthelp
#510 [12:08] <mattym> Then restart the PC, and download a completely new copy of the installer from minecraft.net/download and try a reinstall.
#511 [12:08] * Lord_Ralex [~Ralex@irc.ae97.net] has quit. (Client Quit)
#512 [12:08] <mattym> ??> CIA tools/hjt
#513 [12:08] * Lord_Ralex [~Ralex@irc.ae97.net] has joined #minecrafthelp
#514 [12:08] <Mightyena> CIA: Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#515 [12:08] <Mightyena> CIA: Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
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#517 [12:08] * mag [webchat@cpc151207-smal19-2-0-cust11.19-1.cable.virginm.net] has joined #minecrafthelp
#518 [12:09] * mag [webchat@cpc151207-smal19-2-0-cust11.19-1.cable.virginm.net] has quit. (Client Quit)
#519 [12:09] * FinFileors [webchat@cpe-109-167-93-21.dynamic.vivacable.net] has quit. (Quit: webchat.esper.net)
#520 [12:09] * mowgli [webchat@cpc104558-craw8-2-0-cust367.16-3.cable.virginm.net] has quit. (Quit: webchat.esper.net)
#521 [12:09] <Fizzle> I downloaded MC but if I want to start the MC Launcher nothing happens, what can I do?
#522 [12:10] <mattym> Fizzle, That is currently a new issue we are trying to solve. Sit tight, hopefully we will find the issue soon.
#523 [12:10] <Esben> Okay thanks +mattym for the help - Will try that.
#524 [12:10] <Esben> Have a good evening ;P
#525 [12:10] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has quit. (Quit: webchat.esper.net)
#526 [12:10] <Fizzle> ok :(
#527 [12:10] <Fizzle> but thanks
#528 [12:10] <Mike7> Still not working
#529 [12:10] <GreyVulpine> Try launching it through the command line, see if you get a log that way
#530 [12:11] <CIA> ??> CIA tools/hjt ?????
#531 [12:11] <Mightyena> CIA: Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#532 [12:11] <Mightyena> CIA: Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#533 [12:11] * mowgli [webchat@cpc104558-craw8-2-0-cust367.16-3.cable.virginm.net] has joined #minecrafthelp
#534 [12:11] * Lurks [webchat@cpc123350-stev9-2-0-cust46.9-2.cable.virginm.net] has joined #minecrafthelp
#535 [12:11] <Mike7> Let me try it again really quick
#536 [12:11] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has joined #minecrafthelp
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#538 [12:12] * thejakes05 [webchat@50.49.126.225] has joined #minecrafthelp
#539 [12:12] <thejakes05> my launcher is not opening need help
#540 [12:13] <CIA> I just created my acc and I wanted to log in but the button doesn't react AT ALL
#541 [12:13] <mattym> thejakes05, We are looking into the issue, sit tight.
#542 [12:13] * wRhoan [webchat@b0fc50db.bb.sky.com] has joined #minecrafthelp
#543 [12:13] <mattym> CIA, Follow the instructions Mightyena gave you.
#544 [12:13] <CIA> Whats this
#545 [12:13] <wRhoan> I can't get minecraft to launch at all
#546 [12:13] * Vins [webchat@lfbn-1-6800-228.w90-120.abo.wanadoo.fr] has joined #minecrafthelp
#547 [12:13] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has joined #minecrafthelp
#548 [12:14] <mowgli> I have tried again and it would appear to still not work after the reinstall
#549 [12:14] <Vins> Hello
#550 [12:14] * VADemon [~VADemon@2a01:4f8:212:2f1d:88::41] has quit. (Quit: left4dead)
#551 [12:14] <Lord_Ralex> !message We are currently looking into a fix for the issue preventing people from opening the Minecraft Launcher. Please remain patient, we will inform you once we find a fix.
#552 [12:14] <mattym> mowgli, Ok
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#555 [12:15] <mattym> mowgli, Do you know how to run a program through the command line (CMD)?
#556 [12:15] <mowgli> I do yes
#557 [12:15] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has joined #minecrafthelp
#558 [12:15] <Esben> Mine doesn't work as well.
#559 [12:15] <mattym> mowgli, As GreyVulpine suggested, try running the launcher through there, see if the command line window shows any errors or details.
#560 [12:15] <Fizzle> how do i do that
#561 [12:15] <Fizzle> whit the command line
#562 [12:15] <Esben> How do I run the launcher through CMD?
#563 [12:16] <mattym> Fizzle, If you do not know how, do not worry about it.
#564 [12:16] <Fizzle> ok
#565 [12:16] <mattym> If the person that does know how gets any useful info from it, we can explore from there.
#566 [12:16] <Esben> Okay of course.
#567 [12:18] * tx19 [webchat@ip-5-146-24-65.unitymediagroup.de] has quit. (Quit: webchat.esper.net)
#568 [12:18] <Mike7> It's not letting me start it from CMD.
#569 [12:18] <Vins> My girlfriend bought minecraft in January 2019 but never played. (don't ask why). She got the invoice on her mail. In the launcher, it says "Player" as her username and she can only play in demo mode. Can someone help ? (and sorry for my english)
#570 [12:19] <mattym> Vins, Have here log in at account.mojang.com/me and see if there is an option to set the username.
#571 [12:20] <mattym> Vins, If it was not set, after it is set she will need to completely relog into the launcher.
#572 [12:20] * mike5 [webchat@94.49.224.46] has joined #minecrafthelp
#573 [12:20] <mike5> hello
#574 [12:20] <Vins> mattym I don't see anything. Only something saying "my gift code"
#575 [12:21] <mattym> Vins, Then there is not a copy of Minecraft purchased on the Mojang account (email) you are logging in with.
#576 [12:21] <mattym> mowgli, Any luck?
#577 [12:21] <Vins> mattym she gave me the wrong mail ?
#578 [12:22] <mattym> Vins, Possibly.
#579 [12:22] * Kopol [webchat@ip-5-146-24-65.unitymediagroup.de] has joined #minecrafthelp
#580 [12:22] * SunAbsol [webchat@5-12-17-10.residential.rdsnet.ro] has joined #minecrafthelp
#581 [12:22] <Kopol> Hi, if I try to login on the minecraft page the login button would be gray but nothing happens. Can anyone help me?
#582 [12:22] <mattym> Kopol, Get the info you were asked to the first time.
#583 [12:22] <mattym> Kopol, Stop coming back under different names and repeating yourself.
#584 [12:22] <mowgli> either I'm doing it wrong or its showing nothing at all
#585 [12:23] <mattym> mowgli, Its entirely possible it wont show anything. Was just hoping it would.
#586 [12:23] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has quit. (Quit: webchat.esper.net)
#587 [12:24] * Nimlich [webchat@151.82.63.178] has joined #minecrafthelp
#588 [12:24] <Nimlich> Goodevening.
#589 [12:24] <Nimlich> My problem is simple to explain (hope simple as same to solve)
#590 [12:25] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has joined #minecrafthelp
#591 [12:25] <SunAbsol> Hi , my game won t launch.
#592 [12:26] <Nimlich> I can't open Launcher, after the installation (that went good as normal). I've paid and downloaded Minecraft Java Edition but I can't run it because whenever I click on the Launche icon it stops. No Images, no loading icon, nothing...
#593 [12:27] <mattym> SunAbsol, and Nimlich Please read the message you were given when entering the chat.
#594 [12:27] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has quit. (Client Quit)
#595 [12:27] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has quit. (Client Quit)
#596 [12:27] * Fizzle [webchat@ip923437b2.dynamic.kabel-deutschland.de] has left #minecrafthelp
#597 [12:28] <SunAbsol> oh , thanks mate
#598 [12:28] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has joined #minecrafthelp
#599 [12:28] <Vins> mattym Thank you ! It was an other mail address !
#600 [12:28] <Mike7> This chat keeps disconnecting lol
#601 [12:28] * Fizzle [webchat@ip923437b2.dynamic.kabel-deutschland.de] has joined #minecrafthelp
#602 [12:29] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has quit. (Quit: webchat.esper.net)
#603 [12:29] <Nimlich> Ok thank you. By the way I've wrote to the support, so I hope to receive good answers soon
#604 [12:29] * Vins [webchat@lfbn-1-6800-228.w90-120.abo.wanadoo.fr] has quit. (Quit: webchat.esper.net)
#605 [12:29] * Vins [webchat@lfbn-1-6800-228.w90-120.abo.wanadoo.fr] has quit. (Quit: webchat.esper.net)
#606 [12:29] * Fizzle [webchat@ip923437b2.dynamic.kabel-deutschland.de] has left #minecrafthelp
#607 [12:29] <thejakes05> have u guys found the fix for the launcher
#608 [12:30] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has quit. (Client Quit)
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#611 [12:31] <mattym> "Launcher Issue" People, right now there is no Fix for the issue. But I am seeing a few people that got a workaround. Keep in mind this method is not recommended as it may interfere with the normal launcher once the issue is resolved, so make a backup of your .minecraft folder.
#612 [12:31] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has joined #minecrafthelp
#613 [12:32] <mattym> Then right click the launcher shortcut and select Properties. Go into the compatibility tab and turn on Compatibility Mode, set it to Windows Vista. Then hit Apply and OK. This will run a legacy launcher.
#614 [12:32] * Mightyena [~Bot@2604:2dc0:100:21::6] has joined #minecrafthelp
#615 [12:32] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has joined #minecrafthelp
#616 [12:32] * peter [webchat@85-76-140-119-nat.elisa-mobile.fi] has joined #minecrafthelp
#617 [12:32] <mattym> Esben, and Mike you probably missed the last messages
#618 [12:32] <mattym> "Launcher Issue" People, right now there is no Fix for the issue. But I am seeing a few people that got a workaround. Keep in mind this method is not recommended as it may interfere with the normal launcher once the issue is resolved, so make a backup of your .minecraft folder.
#619 [12:32] <mattym> Then right click the launcher shortcut and select Properties. Go into the compatibility tab and turn on Compatibility Mode, set it to Windows Vista. Then hit Apply and OK. This will run a legacy launcher.
#620 [12:32] * peter is now known as Guest79190
#621 [12:33] <Mike7> Oh nice that did work
#622 [12:33] <mowgli> that worked?
#623 [12:33] <Mike7> For me it did
#624 [12:33] <Guest79190> hi i've just downloaded minecraft java edition without realizing that it doesn't work on windows 10 and should be downloaded through microsoft store. How would it be possible to get a refund?
#625 [12:33] <mowgli> me also
#626 [12:34] * Mightyena [~Bot@2604:2dc0:100:21::6] has quit. (Remote host closed the connection)
#627 [12:34] <Lurks> Guest79190 java edition does work on windows 10
#628 [12:34] <mattym> Guest79190, It works on Windows 10.
#629 [12:34] <Esben> I'm a little behind
#630 [12:35] <Esben> So I make a copy of the whole "Minecraft Launcher" folder?
#631 [12:35] <mattym> Esben, No, the .minecraft folder.
#632 [12:35] * Mario [webchat@p5B0A8F10.dip0.t-ipconnect.de] has joined #minecrafthelp
#633 [12:35] <mattym> ??> Esben win/.minecraft
#634 [12:35] <mowgli> but It would appear I still cannot get the game to launch
#635 [12:35] <mattym> Esben, One moment, bots being worked on.
#636 [12:35] <Mario> hi there
#637 [12:35] <Mike7> Yep I'm stuck on "preparing"
#638 [12:36] <Esben> Ofc
#639 [12:36] * thejakes05 [webchat@50.49.126.225] has quit. (Quit: webchat.esper.net)
#640 [12:36] <Esben> I'll look for it
#641 [12:36] <mattym> Mike7, In a world loading screen?
#642 [12:36] <Mike7> No, after I click play
#643 [12:36] <Mike7> Still on the launcher
#644 [12:37] <mowgli> I quit the launcher and tried again now it is downloading
#645 [12:37] <Mario> im new here, just bought minecraft and installed it, once I start the launcher it downloads some stuff but the launcher itself does not start up. the .minecraft folder has a log file with the following error.
#646 [12:37] <Mario> Error: 2019-10-09 17:36:31.3124874: LauncherConfiguration.cpp(26)] Failed to determine configuration file size:
#647 [12:37] <mowgli> and the game has launched also
#648 [12:38] <mattym> Mario, We are working on finding a fix for the issue atm, hang tight.
#649 [12:38] <Mario> oh weird! i thought thats a problem only I have as my friends are playing haha
#650 [12:39] <mattym> Mario, Its not effecting everyone, but there are quite a few with the issue.
#651 [12:39] <Esben> Okay, I've made a copy of the folder ".minecraft", and selected "Properties", but I don't see any "compatibility tab"
#652 [12:39] <mattym> Esben, Properties on the Minecraft launcher shortcut
#653 [12:40] <mowgli> after launching from windows vista then reverting it back to normal , it boots up fine for me
#654 [12:40] <mowgli> normal launcher
#655 [12:40] <Mike7> mattym I think I fixed it. I started it up using the Vista compatibility, opened it up to let it do its thing. Got stuck at the "preparing". I let it sit for a couple of minutes, closed it and turned off the compatibility and now it opened up for me. I'm about to see if the game loads
#656 [12:41] <mattym> Mike7, Ok
#657 [12:41] <Mike7> Looks like the newest launcher, it's downloading
#658 [12:41] <mattym> mowgli, So to confirm, compat on, compat off, now the new launcher works?
#659 [12:41] <Mike7> Yeah
#660 [12:42] <mowgli> yes its working for me now only after I booted it up , launched the game, then quit and turned it off and the new launcher works fine
#661 [12:42] <Esben> Oh ok, it worked - sorry, but I'
#662 [12:42] * SunAbsol [webchat@5-12-17-10.residential.rdsnet.ro] has quit. (Quit: webchat.esper.net)
#663 [12:42] <Esben> m not that good with pc-stuff
#664 [12:42] <Mario> yep, compatibility vista sp 2 works wtf
#665 [12:42] <mattym> Ok
#666 [12:42] <mattym> Mario, As the others suggested, try now turning compat mode off and see if the normal launcher works find.
#667 [12:42] <mattym> fine*
#668 [12:42] <Mike7> Alright I'm in the game
#669 [12:43] <Mario> yes, works fine and looks fresh and new
#670 [12:43] <Esben> I'm not in the game, it just says "Preparing"
#671 [12:44] <mattym> Esben, Turn off compat mode now and try launching normally
#672 [12:44] <Esben> It works!
#673 [12:45] <Esben> Thank you SO much! Really kind of you to help ;P
#674 [12:45] * Guest79190 [webchat@85-76-140-119-nat.elisa-mobile.fi] has quit. (Quit: webchat.esper.net)
#675 [12:47] <mowgli> Thank for the help mattym
#676 [12:47] <Mike7> mattym Yeah, everything is working great, thank you for the help
#677 [12:50] * Nick [webchat@85-76-140-119-nat.elisa-mobile.fi] has joined #minecrafthelp
#678 [12:50] * Nick is now known as Guest68978
#679 [12:50] <Guest68978> Guys, i need some help. I just bought minecraft java edition but for some reason i cant start it on windows 10. Can someon help me how to start it
#680 [12:51] <mattym> Guest68978, See if the workaround posted solves your issue https://www.reddit.com/r/Minecraft/comments/dfkmnm/psa_launcher_issue_fix/
#681 [12:51] <Guest68978> thanks my friend
#682 [12:51] * nick [webchat@CPEf81d0faf6a93-CMf81d0faf6a90.cpe.net.cable.rogers.com] has joined #minecrafthelp
#683 [12:52] <nick> hello?
#684 [12:52] * pla8y [webchat@host86-139-179-239.range86-139.btcentralplus.com] has joined #minecrafthelp
#685 [12:52] * nick is now known as Guest98792
#686 [12:53] <Guest98792> hello?>
#687 [12:53] <Lurks> is there a bug report to follow on this launcher update? finding the right 1 in this pile, takes so long
#688 [12:53] <pla8y> Hello
#689 [12:53] * Esben [webchat@ip185-125-221-132.ip.asom-net.dk] has quit. (Quit: webchat.esper.net)
#690 [12:53] <mattym> Lurks, Probably not one that has been determined as the original yes.
#691 [12:53] <mattym> yet*
#692 [12:53] <pla8y> I can't open launcher and when i finally somehow do and get into minecraft it runs like a fricking potato
#693 [12:53] <Guest68978> +mattym, so i just need to wait?
#694 [12:53] <Guest98792> is this minecraft launcher issue recent like today recent
#695 [12:53] <Guest98792> ?
#696 [12:54] <mattym> Launcher issues, See here for a workaround https://www.reddit.com/r/Minecraft/comments/dfkmnm/psa_launcher_issue_fix/
#697 [12:54] <Guest68978> this dont help
#698 [12:54] <Guest68978> i just BOUGHT THIS MINECRAFT FOR 24 EUROS AND CANT START IT ON MY DESSKOP!!!!!!!!!
#699 [12:54] <mattym> Guest68978, What exactly is not working?
#700 [12:55] <Guest68978> :C
#701 [12:55] * Mike7 [webchat@c-71-205-149-189.hsd1.co.comcast.net] has quit. (Quit: webchat.esper.net)
#702 [12:55] <Guest68978> i cant open app minecraft launcher on my desskop
#703 [12:56] <Guest68978> https://www.minecraft.net/en-us/store/
#704 [12:56] <Guest68978> there i bought minecraft java edition
#705 [12:56] <Guest68978> but i cant start my minecraft for some reason
#706 [12:56] * lau [webchat@dslb-188-097-175-085.188.097.pools.vodafone-ip.de] has joined #minecrafthelp
#707 [12:57] <mattym> Guest68978, Yes, a lot of people are having that issue right now, which is why I linked you to the workaround for it.
#708 [12:57] <pla8y> also when i had java and it gave me bedrock on pc for free, the code said already redeemed and i never so wtf
#709 [12:57] <lau> i just installed minecraft (i think) but now it only says 'minecraft launcher' on my Desktop and Nothing happens when i click on it??
#710 [12:58] <mattym> lau, https://www.reddit.com/r/Minecraft/comments/dfkmnm/psa_launcher_issue_fix/
#711 [12:58] <mattym> ??> pla8y account/send-email
#712 [12:58] <Lord_Ralex> !message We are currently looking into a fix for the issue preventing people from opening the Minecraft Launcher. See here for a workaround https://www.reddit.com/r/Minecraft/comments/dfkmnm/psa_launcher_issue_fix/
#713 [12:58] <mattym> pla8y, One moment.
#714 [12:58] <pla8y> ?
#715 [12:58] <lau> thx :)
#716 [12:58] * Dimas [webchat@cpc152907-derb18-2-0-cust46.8-3.cable.virginm.net] has joined #minecrafthelp
#717 [12:59] <Guest68978> lau u r not only one
#718 [12:59] <Guest68978> i have same problem
#719 [12:59] <Guest68978> and still dont know how to fix, probably we need just wait
#720 [12:59] <mattym> Guest68978, Read the instructions you were given!
#721 [13:00] * Pawel [webchat@pool-98-113-240-148.nycmny.fios.verizon.net] has joined #minecrafthelp
#722 [13:00] <mattym> pla8y, https://help.minecraft.net/hc/en-us/articles/360030797571-My-gift-code-does-not-work
#723 [13:00] <Pawel> Hello?
#724 [13:00] <pla8y> alright thanks
#725 [13:00] <Dimas> Hello, i just brought minecraft java, ive downloaded the 'Minecraft launcher' it does its update but when i click on the file nothing happens. am i missing something?
#726 [13:01] <mattym> Dimas, See the message you got when entering the chat
#727 [13:01] <Pawel> I have the same exact thing as Dimas.
#728 [13:02] <Dimas> sorry missed that message.. thanks
#729 [13:02] <pla8y> It did not help, you see my code was already redeemed when i never even used it, nothing here helped im confused as heck
#730 [13:02] <mattym> pla8y, Do as the page says and contact MS Support
#731 [13:03] <Guest68978> thanks guys
#732 [13:03] <Guest68978> now everything works
#733 [13:05] <mike5> any news about my concern ?
#734 [13:05] <mattym> mike5, You havent said anything.
#735 [13:05] <Guest68978> mattym, what is the difference between minecraft for windows 10 and java edition?
#736 [13:06] <mattym> Guest68978, They are two different games.
#737 [13:06] <mike5> its my fifth days here but i found nothing
#738 [13:06] <mattym> mike5, Explain the problem.
#739 [13:06] <mike5> my issue is i cannot log-in my 5 accnt. on minecraft
#740 [13:07] <mattym> mike5, What happens when you try?
#741 [13:07] <Guest68978> google saying that the only difference that they have different servers
#742 [13:07] <Pawel> hey Dimas u still here?
#743 [13:07] <mike5> i have purchase 5 account ..and i have receipt on it...but now i cannot log in its say invalid user name
#744 [13:07] <Dimas> Still here
#745 [13:07] <Pawel> did u find the temporary solution?
#746 [13:07] <Pawel> https://bugs.mojang.com/browse/MCL-12191
#747 [13:07] <mattym> mike5, Did you try doing a password reset?
#748 [13:07] <Dimas> got mine launcher working
#749 [13:07] <mike5> i even reset my password but no email receive
#750 [13:08] * Moonbear [webchat@104-185-157-223.lightspeed.rcsntx.sbcglobal.net] has joined #minecrafthelp
#751 [13:08] <mattym> mike5, If you are not getting reset emails, you need to contact Mojang.
#752 [13:08] <mattym> ??> mike5 account/send-email
#753 [13:08] <mike5> i ready send email to mojang but nothing happen..
#754 [13:09] <mattym> mike5, Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#755 [13:09] <mattym> mike5, You need to wait on their reply. It will take a while.
#756 [13:09] <mike5> they are fast to deduct my visa but support to slow
#757 [13:09] <Guest68978> mattym, can i install mods on minecraft java edition?
#758 [13:09] <mattym> Guest68978, Yes
#759 [13:09] * Kopol [webchat@ip-5-146-24-65.unitymediagroup.de] has quit. (Quit: webchat.esper.net)
#760 [13:11] <Moonbear> Hello. My son is unable to play. It crashes every time he tires to get on. Pleased help. Is there a number I can call? Would taking it up to BestBuy (geeksquad) be helpful?
#761 [13:11] <mattym> Moonbear, Does the crash message give any additional information?
#762 [13:11] <Moonbear> https://paste.ubuntu.com/p/9Ykrf7psHY/
#763 [13:11] * Khan [webchat@63-248-205-31.static.sdyl0430.digis.net] has joined #minecrafthelp
#764 [13:12] <mattym> Moonbear, Just a moment.
#765 [13:12] <mattym> Moonbear, Malwarebytes ADWCleaner is a utility to clean a PC which is infested with malware. Download it here: https://toolslib.net/downloads/finish/1-adwcleaner/1999/
#766 [13:12] <mattym> Moonbear, Run it, click Scan Now, once it completes the scan click Clean & Repair, restart the computer when it asks you to and come back here for further instructions.
#767 [13:12] * michael [webchat@66.7.95.37] has joined #minecrafthelp
#768 [13:13] <Khan> It's all good. I guess everyone is having issues opening the launcher. I am checking the link to Reddit right now.
#769 [13:13] * Zack [webchat@175.138.43.212] has joined #minecrafthelp
#770 [13:13] <Zack> hi
#771 [13:14] <michael> I just bought the game so im confused cause its not opening
#772 [13:14] <Zack> I need help because the minecraft launcher keeps crashing
#773 [13:14] <mattym> michael, See the message you got when joining the chat.
#774 [13:14] * Martans [webchat@host253-166-dynamic.21-79-r.retail.telecomitalia.it] has joined #minecrafthelp
#775 [13:14] <mattym> Zack, Crashing or not opening?
#776 [13:14] <mattym> Khan, Thank you for actually reading!
#777 [13:14] <Guest68978> mattym, which version of minecraft forge is best for java edition?
#778 [13:15] <michael> thanks
#779 [13:15] <Zack> everytime i click on it theres a pop up (Minecraft launcher has stopped working)
#780 [13:15] <michael> so I should just wait and itll eventually work
#781 [13:15] <mattym> Guest68978, You need to match it to your game version, otherwise up to you. We do not help with modding here.
#782 [13:15] * Dimas [webchat@cpc152907-derb18-2-0-cust46.8-3.cable.virginm.net] has quit. (Quit: webchat.esper.net)
#783 [13:15] * Guest68978 [webchat@85-76-140-119-nat.elisa-mobile.fi] has quit. (Quit: webchat.esper.net)
#784 [13:15] <mattym> michael, Not sure how long that will take, try the workaround posted
#785 [13:15] <Martans> hello, I purchased this evening minecraft java edition but when I try to run minecraft launcher there's no response
#786 [13:15] <mattym> Zack, Ok, one moment.
#787 [13:16] <mattym> Martans, Read the message you got when entering the chat.
#788 [13:16] * lau [webchat@dslb-188-097-175-085.188.097.pools.vodafone-ip.de] has quit. (Quit: webchat.esper.net)
#789 [13:16] * Moonbear [webchat@104-185-157-223.lightspeed.rcsntx.sbcglobal.net] has quit. (Quit: webchat.esper.net)
#790 [13:16] * Khan [webchat@63-248-205-31.static.sdyl0430.digis.net] has quit. (Client Quit)
#791 [13:16] <michael> do you know how long it will take to be resolved
#792 [13:16] <mattym> Zack, Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#793 [13:17] <mattym> Zack, Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#794 [13:17] <Zack> ok
#795 [13:17] * Martans [webchat@host253-166-dynamic.21-79-r.retail.telecomitalia.it] has quit. (Client Quit)
#796 [13:18] <Zack> https://paste.ubuntu.com/p/37yVF9j9SG/
#797 [13:19] <mattym> Zack, See if a full reinstall works. Remove the launcher via Programs & Features in your Control Panel, then reinstall from a fresh download off of minecraft.net/downlaod
#798 [13:20] <mattym> er minecraft.net/download
#799 [13:20] <Zack> alright
#800 [13:20] * jws3rd [webchat@47.156.197.204] has joined #minecrafthelp
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#802 [13:21] * TurtleGalaxy [webchat@0545eeb0.skybroadband.com] has joined #minecrafthelp
#803 [13:21] <TurtleGalaxy> Hello?
#804 [13:21] <TurtleGalaxy> I need help. My minecraft launcher wont open.
#805 [13:22] <TurtleGalaxy> I have basically tried everything online but no luck :C
#806 [13:22] <mike5> its waste of time
#807 [13:22] <TurtleGalaxy> Also, I have uninstalled and reinstalled minecraft.
#808 [13:22] <mattym> TurtleGalaxy, See the message you got when entering the chat
#809 [13:23] <mike5> now i send email again to support i ll send my transaction number to them
#810 [13:23] <Zack> so i did the full reinstall. after installation yet it still stopped working
#811 [13:23] * PersianPadra [webchat@ti0008q160-0181.bb.online.no] has joined #minecrafthelp
#812 [13:23] <jws3rd> My son and I have repeatedly emailed about problems logging into account as after password reset the system still does not recognize account after sending the link after asking for password reset and system recognizing the email address
#813 [13:23] <Zack> Problem Event Name: APPCRASH
#814 [13:23] * ba7888b72413a16b [~ba7888b72@66.109.211.150] has quit. (Ping timeout: 202 seconds)
#815 [13:24] <PersianPadra> When i try to open my minecraft launcher then it wont open, it loads and then it stops
#816 [13:24] <mattym> Zack, Ok, the only thing I saw in your system scan that could be a problem was Avast which can sometimes prevent files from properly installing.
#817 [13:24] <jws3rd> Receive a different message saying account has migrated, but then get directed to migrate
#818 [13:24] * mike5 [webchat@94.49.224.46] has quit. (Quit: webchat.esper.net)
#819 [13:24] <Zack> ok will uninstall avast
#820 [13:24] <mattym> Zack, Currently I do not have access to our steps on fixing that. So try uninstalling Avast then install the launcher agian.
#821 [13:24] <Zack> and try a full reinstall
#822 [13:24] <Zack> right
#823 [13:25] <PersianPadra> When i try to open the minecraft launcher it wont open, it only loads and then it stops.
#824 [13:25] <mattym> jws3rd, So you get the reset link, and when you reset it, does it say it was successful?
#825 [13:25] <mattym> PersianPadra, Read the message you got when entering.
#826 [13:25] <PersianPadra> ok
#827 [13:25] * Madi [webchat@host-92-16-150-239.as13285.net] has joined #minecrafthelp
#828 [13:25] <jws3rd> Yes. It says successful, but then doesn't work on either mojang or minecraft sites
#829 [13:26] <mattym> jws3rd, Are the sites giving you a specific error?
#830 [13:26] * pla8y [webchat@host86-139-179-239.range86-139.btcentralplus.com] has quit. (Quit: webchat.esper.net)
#831 [13:26] <Madi> hello, please can somebody help me with installing minecraft?
#832 [13:27] * PingSpooferKopz [webchat@178-164-75.250.3p.ntebredband.no] has joined #minecrafthelp
#833 [13:27] <PingSpooferKopz> I cant open the minecraft launcher
#834 [13:27] <Madi> thats the same withj m
#835 [13:27] <Madi> me
#836 [13:27] <PingSpooferKopz> please help
#837 [13:27] <Lurks> PingSpooferKopz read the message about the launcher when you enter the chat
#838 [13:28] * Ema [webchat@host253-166-dynamic.21-79-r.retail.telecomitalia.it] has joined #minecrafthelp
#839 [13:28] * PingSpooferKopz [webchat@178-164-75.250.3p.ntebredband.no] has quit. (Client Quit)
#840 [13:28] <jws3rd> Yes, it then says the account or password does not exist
#841 [13:28] <mattym> jws3rd, How long has this been happening?
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#845 [13:32] <jws3rd> This has been ongoing for several years actually. I have an email dating back to 2011 when a gift code was purchased, but it does not have the codes showing. My son was a minor so it had to be set-up under my email. When my son came of age, we tried changing it to his email and credit card and begin having problems. He is in service and cannot
#846 [13:32] <jws3rd> play often, but he would like to recover his account as he spent years building.
#847 [13:33] <mattym> jws3rd, Are you having the issue across multiple computers?
#848 [13:33] <jws3rd> Support asks for original credit card number, but even though I am still with same bank, the number was changed several times because of assorted hacks of either BofA or a business it dealt with that was hacked.
#849 [13:34] * PersianPadra [webchat@ti0008q160-0181.bb.online.no] has quit. (Quit: webchat.esper.net)
#850 [13:34] * Nathan1164 [webchat@host86-144-15-231.range86-144.btcentralplus.com] has joined #minecrafthelp
#851 [13:34] <Nathan1164> Minecraft launcher not opening
#852 [13:34] <jws3rd> Yes. Across multiple platforms from different states on different ip addresses.
#853 [13:34] * Mightyena [~Bot@13.84.226.76] has joined #minecrafthelp
#854 [13:34] <Lurks> Nathan1164 read the message when you enter the chat about the launcher
#855 [13:35] <jws3rd> I am still using the original email from when the account was established and at the same IP address.
#856 [13:35] <Nathan1164> oh yes ill try that first
#857 [13:35] <mattym> jws3rd, When you changed the email, did you change the existing one via the account control panel, or some other way?
#858 [13:35] * Kiefer [webchat@c-73-225-62-148.hsd1.wa.comcast.net] has joined #minecrafthelp
#859 [13:36] <Kiefer> Hi
#860 [13:37] <Lurks> Kiefer hi
#861 [13:37] <jws3rd> I think I went through the control panel, but it was so many years ago I cannot be certain.
#862 [13:37] <Kiefer> Hi, I haven't been able to log into my Minecraft account for a while and I need help doing so. Im not receiving emails from Mojang to reset my password
#863 [13:37] <jws3rd> This account was set up when billing showed as "Mojang London" on credit card statemen t
#864 [13:38] * ba7888b72413a16b [~ba7888b72@66.109.211.150] has joined #minecrafthelp
#865 [13:38] <jws3rd> I think he was initially able to login with the changed credentials, but with sell of company and migration, now neither works.
#866 [13:38] <Lurks> Kiefer have you check your spam/junk section for the email aswell?
#867 [13:38] <Kiefer> yes
#868 [13:39] <mattym> jws3rd, if you changed an email it was already a migrated account.
#869 [13:40] <jws3rd> I believe change was requested around 2015
#870 [13:40] <Nathan1164> ok so it says updating legacy java launcher and it almost finishes when it says uable to update the minecraft game launcher, i have followed the link provided but it still doesnt work
#871 [13:40] <jws3rd> Unsure when all the changes were made with Mojang as a business
#872 [13:41] <jws3rd> I never played as it was always for him, but only required to be under my name since he was a minor.
#873 [13:41] <Lurks> Kiefer i think you have to contact mojang support
#874 [13:41] <jws3rd> They would not accept his credit card when he was 14
#875 [13:41] * Guest98792 [webchat@CPEf81d0faf6a93-CMf81d0faf6a90.cpe.net.cable.rogers.com] has quit. (Quit: webchat.esper.net)
#876 [13:42] * Takelio [webchat@229.170.26.77.dynamic.reverse-mundo-r.com] has joined #minecrafthelp
#877 [13:42] <mattym> jws3rd, What is the ingame username tied to the account?
#878 [13:42] <jws3rd> is it safe to type it here?
#879 [13:42] <mattym> jws3rd, Yes
#880 [13:43] * Loyrin [webchat@aorleans-654-1-49-149.w90-20.abo.wanadoo.fr] has joined #minecrafthelp
#881 [13:43] <Kiefer> How do I contact Mojang support? Do they have a phone line bc that would be much easier
#882 [13:43] <jws3rd> gocart7709
#883 [13:43] <mattym> jws3rd, Usernames are no longer part of the login credentials and are basically public if you know how to look.
#884 [13:43] <mattym> jws3rd, And can you confirm that neither you or your son has ever changed the name?
#885 [13:43] <jws3rd> I am a former programmer and network manager and know what you are saying
#886 [13:43] * Loyrin [webchat@aorleans-654-1-49-149.w90-20.abo.wanadoo.fr] has quit. (Client Quit)
#887 [13:44] <jws3rd> To the best we can recall that is the only user name he had
#888 [13:44] <Lurks> ??> Kiefer email/mojang
#889 [13:44] <mattym> ??> Kiefer account/send-email
#890 [13:44] <Mightyena> Kiefer: Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#891 [13:44] <Mightyena> Kiefer: For wait times on replies refer to https://help.mojang.com/customer/portal/articles/359446-when-will-i-hear-back-
#892 [13:44] <mattym> jws3rd, Well according to the username API, the name has been changed. Which means someone likely hacked the account.
#893 [13:44] <jws3rd> He is actually home on leave and here with me to confirm as we are trying to resolve before he reports to new duty station
#894 [13:44] <mattym> jws3rd, You will need to contact Mojang the same way Mightyena told the previous user.
#895 [13:45] <jws3rd> That link is Unavailable
#896 [13:45] <mattym> jws3rd, First link
#897 [13:46] <jws3rd> Or rather the article associated with it is unavailable
#898 [13:46] <mattym> jws3rd, Right, that one is not important, you need to fill out the form in the first link.
#899 [13:47] <jws3rd> I will try. It took weeks for them to get back last time saying they could not help without credit card info from 8 years ago.
#900 [13:47] <Kiefer> Thank you
#901 [13:47] <mattym> jws3rd, Unfortunately they need you to be able to prove ownership before they can restore it.
#902 [13:47] * Christian [webchat@cpe-45-46-152-227.buffalo.res.rr.com] has joined #minecrafthelp
#903 [13:48] <mattym> jws3rd, And last we checked their backlog was up to a few months, but that tracker has not been moved to the new help page, as it was just transitioned yesterday.
#904 [13:48] <jws3rd> Do I list the gamertag used in Minecraft?
#905 [13:48] * Christian [webchat@cpe-45-46-152-227.buffalo.res.rr.com] has quit. (Client Quit)
#906 [13:49] <jws3rd> I think with the same email, same IP and email from them reflecting purchase in 2011 that should be enough
#907 [13:50] * Takelio [webchat@229.170.26.77.dynamic.reverse-mundo-r.com] has quit. (Quit: webchat.esper.net)
#908 [13:50] <jws3rd> I have a different gamertag for my email, but do not play this so there would be nothing there regarding it.
#909 [13:50] <mattym> jws3rd, For Java Edition, the gamertag is not needed.
#910 [13:50] * Nathan1164 [webchat@host86-144-15-231.range86-144.btcentralplus.com] has quit. (Quit: webchat.esper.net)
#911 [13:50] <jws3rd> It is needed on the link you directed me to
#912 [13:50] * Nathan1164 [webchat@host86-144-15-231.range86-144.btcentralplus.com] has joined #minecrafthelp
#913 [13:50] <jws3rd> They are asking for gamertag and the edition help is needed with
#914 [13:50] <mattym> jws3rd, I sent a test one yesterday without needing it
#915 [13:51] <mattym> jws3rd, Its asking for it, but the lack of red* next to that box should let you submit with it empty.
#916 [13:51] <jws3rd> If the fields are blank, will that delay response that you said already may be months in coming?
#917 [13:51] <Nathan1164> I run the minecraft launcher and it says updating legacy java launcher and as its almost done it says. unable to update the minecraft legacy launcher
#918 [13:52] <mattym> jws3rd, No, they reply to every message in the order received even if its missing stuff. They just ask for that stuff in the response. Gamertags do not apply to the Java Edition.
#919 [13:52] <jws3rd> With that kind of backlog, you would think more resources would be added to resolve issues and enhance revenue
#920 [13:52] <mattym> ??> Nathan1164 tools/hjt
#921 [13:52] <jws3rd> Since I have emails regarding this issue dating back more than a year, it would seem there would be a way to get someone on it.
#922 [13:53] <Nathan1164> whats that
#923 [13:53] <Nathan1164> oh i know ill do it
#924 [13:53] <mattym> jws3rd, Unfortunately if you do not provide they exact info they ask for when replying, they generally stop looking into it. If you cannot provide the proof they ask for, you will be out of luck.
#925 [13:54] * Nos_Attack [webchat@46.69.57.100] has joined #minecrafthelp
#926 [13:54] <mattym> Nathan1164, One moment, getting the info
#927 [13:54] <Nathan1164> ok
#928 [13:54] <mattym> Nathan1164, Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#929 [13:54] <mattym> Nathan1164, Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#930 [13:54] <jws3rd> The option to provide Mojang email showing purchase of gift to establish account is not an option to prove ownership
#931 [13:55] <mattym> jws3rd, Where did you purchase the gift code?
#932 [13:55] <jws3rd> Mojang
#933 [13:55] <Nathan1164> https://paste.ubuntu.com/p/HrhzRPTZfx/
#934 [13:55] <Nos_Attack> Hello, so I bought Minecraft when it first came out-ish May 2012. Had not played it maybe the last 3-4 years, tried to login and none of my details are registered anywhere. Unsure what to do...
#935 [13:55] <mattym> jws3rd, Do you still have the code itself?
#936 [13:56] <jws3rd> Yes
#937 [13:56] <mattym> Nos_Attack, Do you recall if when you last used it, were you using an email and pass to log in, or a username and pass?
#938 [13:56] <mattym> jws3rd, Set sign in issues as the problem, and enter the gift code in the TransactionID box
#939 [13:56] * pla8y [webchat@host86-139-179-239.range86-139.btcentralplus.com] has joined #minecrafthelp
#940 [13:56] <pla8y> is launcher fixed?
#941 [13:56] <mattym> jws3rd, That should be all they need to start the recovery process within their first actual reply. Which will still take just as long though.
#942 [13:57] <mattym> pla8y, Use the workaround you were messaged when entering the chat
#943 [13:57] <pla8y> im just asking if it was fixed
#944 [13:57] <Nos_Attack> @mattym I have a username and even a transation ID from Mojang
#945 [13:57] <mattym> Nos_Attack, Not what I asked.
#946 [13:58] <Nos_Attack> @mattym used it last would be 2015 ish. Used a username to login and pass
#947 [13:58] <mattym> pla8y, Consider the workaround the fix.
#948 [13:58] <mattym> Nos_Attack, Then you need to migrate your account.
#949 [13:58] <pla8y> its a yes or no question lol, did minecraft fix it or is there only the workaround we have?
#950 [13:58] <mattym> Nos_Attack, https://help.minecraft.net/hc/en-us/articles/360029685212-Migrating-from-Minecraft-to-Mojang
#951 [13:58] <mattym> pla8y, I have no way to tell if they have fixed it or not.
#952 [13:58] * Nooby [webchat@c-76-113-117-44.hsd1.nm.comcast.net] has joined #minecrafthelp
#953 [13:59] <Nos_Attack> @mattym thanks for your help
#954 [13:59] <Nooby> Can anyone help me? Whenever I click on the launcher it does nothing, and I dont know why
#955 [14:00] * pla8y [webchat@host86-139-179-239.range86-139.btcentralplus.com] has quit. (Client Quit)
#956 [14:00] <Nathan1164> nooby look at the link at the top
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#961 [14:19] * Lofidelity [webchat@104-1-222-244.lightspeed.dybhfl.sbcglobal.net] has joined #minecrafthelp
#962 [14:19] <Lofidelity> Hi, i cant seem to change my name, i have the password right and everything, when i try to it just freezes then doesn't work.
#963 [14:20] <mattym> Lofidelity, Where are you trying to make the change?
#964 [14:20] <Lofidelity> on minecraft.net
#965 [14:21] <mattym> Lofidelity, Any ad-blockers or popup-blockers installed on your browser?
#966 [14:21] <Lofidelity> nope
#967 [14:21] <Lofidelity> oh wait
#968 [14:21] <Lofidelity> i fixed it, i had autofill on and it wouldn't work
#969 [14:21] <Lofidelity> bye, ty
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#972 [14:25] <WielkiRJ> Hello
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#974 [14:35] * Venom [webchat@185.104.184.108] has joined #minecrafthelp
#975 [14:36] <Venom> just bought minecraft java edition and i just installed it on a Windows 10 machine and the launcher wont open any suggestions?
#976 [14:37] <Lurks> Venom read the message about the launcher when you enter the chat
#977 [14:38] <Venom> sorry what?
#978 [14:39] * test [webchat@pool-98-116-61-138.nycmny.fios.verizon.net] has joined #minecrafthelp
#979 [14:39] <Lurks> vemon should see something about the launcher and this link https://www.reddit.com/r/Minecraft/comments/dfkmnm/psa_launcher_issue_fix/
#980 [14:39] <Lurks> venom*
#981 [14:39] <mattym> Lurks, If the bots down, which it currently is, the message wont show
#982 [14:40] <Lurks> oh right
#983 [14:40] <Venom> thx btw
#984 [14:41] * jws3rd [webchat@47.156.197.204] has joined #minecrafthelp
#985 [14:41] <jws3rd> Is Matt the moderator in this room?
#986 [14:42] <mattym> jws3rd, Sort of
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#990 [14:43] * Saltyboi6704 [webchat@212.250.240.129] has joined #minecrafthelp
#991 [14:43] <jws3rd> Is the moderator Matt in this room?
#992 [14:43] <mattym> jws3rd, Yes
#993 [14:44] <Saltyboi6704> I have a problem: I've only been able to log in on mobile but not on my lpatop, even with the exact same credentials
#994 [14:44] <mattym> Saltyboi6704, One moment.
#995 [14:45] <mattym> Saltyboi6704, Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#996 [14:45] <mattym> Saltyboi6704, Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#997 [14:45] * Jimbroony [webchat@38.103.200.125] has joined #minecrafthelp
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#1000 [14:47] <Saltyboi6704> got disconnected, is +matt here?
#1001 [14:48] <Jimbroony> hello i recently changed my name from Jimbroony to EdwardSparkles thinking that it would be temporary but when i went to go change it back to Jimbroony it said i cant change it for 30 days.. when i looked up when the date is that im able to change back it doesnt tell me the date nor the date that i changed my name is there a possability that i coul
#1002 [14:48] <Jimbroony> d just get a change back to my name please ?
#1003 [14:48] <jws3rd> I went and got with my son and we backchecked and found an email, dated January 10, 2015,from Mojang saying that his user name was changed to "Frostflame" and gave only 6 hours for him to contact if wrong. He did not see this email in time to prevent the change and has been trying to recover the account since that time.
#1004 [14:49] <mattym> Jimbroony, No, you need to wait the 30 days.
#1005 [14:50] <mattym> jws3rd, You still need to contact Mojang as instructed.
#1006 [14:50] <jws3rd> Thus, it is certain that the email had been updated to his account prior to that date. Yet, Mojang keeps saying that they need info from when the account was initially set up under my account 4 years prior before they can help. Does that make any sense?
#1007 [14:50] <jws3rd> I put in the request, but am uncertain as to whether it is going to be another wait of months to get an email saying they could not find the problem.
#1008 [14:50] <Jimbroony> theres no valid date of when i changed it and it doesnt show the date of when my 30 days is up
#1009 [14:50] <mattym> jws3rd, As long as you included the gift code you found in the support ticket in place of the Transaction-ID, you should be fine once they get around to it.
#1010 [14:50] <Saltyboi6704> i couldnt log on to minecraft from my laptop ut it works perfectly from my phone, and +matt told me to use the hackthis malware detector
#1011 [14:51] <Saltyboi6704> the log is here https://paste.ubuntu.com/p/SvpbMyCvn7/
#1012 [14:51] <mattym> Jimbroony, You should know when you changed it.
#1013 [14:51] <mattym> Saltyboi6704, Ok one moment.
#1014 [14:51] <jws3rd> I got an email back saying for me to look under my account after logging in for a list of codes I purchased
#1015 [14:51] <Jimbroony> is this an acually support chat ?
#1016 [14:52] <mattym> Jimbroony, How do you not know when YOU did something?
#1017 [14:52] * Exedel [webchat@82.131.87.236.cable.starman.ee] has joined #minecrafthelp
#1018 [14:53] <Exedel> Hello! Yesterday I bought Realms for playing with my friends
#1019 [14:53] <mattym> Saltyboi6704, The usage of MCLeaks or AltDispenser tools (which are illegal) have been causing issues for many Minecraft users.
#1020 [14:53] <mattym> Saltyboi6704, To correct these, remove the tool, and remove all entries containing mojang in your system's Host file. After removing it, you must change your password to avoid having your account compromised.
#1021 [14:53] <mattym> Saltyboi6704, To edit your Host file, please do the following: Go to the Start Menu and locate notepad. Right click notepad and select Run as Administrator
#1022 [14:53] <mattym> Saltyboi6704, Press File, then Open. Enter %SystemRoot%\System32\drivers\etc\hosts as the "File name" and press "Open"
#1023 [14:53] <mattym> jws3rd, So you did not recover the actual code?
#1024 [14:53] <Exedel> Internal Exception: java.io.IOException: An existing connection was forcibly closed by the remote host - i have this problem
#1025 [14:54] <mattym> Exedel, Are you able to connect to non-Realm servers? Or do you get a similar/different error?
#1026 [14:55] <jws3rd> It was repeated back in a message with comments that I could log in and see all purchases related to the account, but I cannot login to the account as I keep getting the error messages saying password or email is incorrect even after the link they sends allows successful change of password.
#1027 [14:56] <Exedel> I dont know I never tried to connet to the others servers
#1028 [14:56] <Saltyboi6704> +mattym i've removed the domains as requested and i will proceed to change my password now. i can now login from my laptop, and thanks for your help
#1029 [14:56] <Jimbroony> i know when i did it was 1 week 2 days and 7 hours from now but this isnt helping my issue with it not showing up on my profile but thanks i will just look for an area to place a ticket thanks
#1030 [14:56] <mattym> Exedel, Try connecting with our test server: mctest.ae97.net
#1031 [14:57] * Jimbroony [webchat@38.103.200.125] has quit. (Quit: webchat.esper.net)
#1032 [14:57] <jws3rd> When we submit his email account that Mojang actually sent email regarding veracity of account changes, the system does not seem to recognize his email as it does not send a link to reset password.
#1033 [14:58] <mattym> jws3rd, Ok, earlier I asked if you still had the gift code, you said Yes. Was that not the case?
#1034 [15:00] * WielkiRJ [webchat@cpc86837-seve27-2-0-cust7.13-3.cable.virginm.net] has joined #minecrafthelp
#1035 [15:00] <WielkiRJ> i
#1036 [15:00] <jws3rd> Yes, I sent that as you directed. Mojang email replied with a thank you for purchasing a gift code and additional comments that I could log in and see all purchases related to this account
#1037 [15:01] <mattym> jws3rd, Thats a auto message to try and help you resolve it other ways you may not have already tried. If you cannot do that, you need to wait for their reply.
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#1039 [15:02] <jws3rd> Since account email had been changed prior to the hack, it would seem that Mojang would recognize my son's from the email on file prior to the hack and allow him to recover. However, instead, every reply from support since 2015 has said that they need the credit card number from 2011.
#1040 [15:03] <mattym> jws3rd, Did you include the gift code in prior communications?
#1041 [15:03] <jws3rd> My concern is that where I reported with my info as instructed. They are not going to associate the gift code to his email on file prior to the hack.
#1042 [15:07] <mattym> jws3rd, Yes or No to my last question?
#1043 [15:08] <jws3rd> How many times are you going to ask that? I have twice told you "YES" I included it and they replied saying Thank you for purchasing a Minecraft gift code! and so on about how I can log in and see the other purchases
#1044 [15:08] <jws3rd> Oops
#1045 [15:08] <mattym> jws3rd, In the prior communications, not any done recently. Was it included?
#1046 [15:08] <jws3rd> I do appreciate that you are helping many
#1047 [15:08] <jws3rd> YESSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSSS
#1048 [15:09] <jws3rd> And I got an email reply TODAY thanking me for the purchase and saying to login and see all purchases
#1049 [15:09] <jws3rd> and how I could give the code to someone else
#1050 [15:10] <jws3rd> Yet, I cannot login as previously explained
#1051 [15:10] <jws3rd> The code was from 2011
#1052 [15:10] <jws3rd> The email they sent my son about the account being changed was in 2015
#1053 [15:10] <mattym> jws3rd, Did you try logging in with the account (presumably yours) that made the gift purchase, and not the one that should have been tied to the account?
#1054 [15:11] <jws3rd> and even though he has repeatedly tried to contact them they only send email reply saying they need info from the time account set up
#1055 [15:11] <jws3rd> YES
#1056 [15:11] * Emrakulus [webchat@093105212050.rybnik.vectranet.pl] has joined #minecrafthelp
#1057 [15:11] <jws3rd> And requested email reset link three times and changed password
#1058 [15:12] <jws3rd> Then could not log in as system says error in either password or user name.
#1059 [15:12] <jws3rd> When account was initially opened it was Mojang.
#1060 [15:12] * Valentin [webchat@lfbn-1-11800-33.w90-93.abo.wanadoo.fr] has joined #minecrafthelp
#1061 [15:12] <Emrakulus> hello, I have problem with installing minecraft on my friend's macbook. I have installed latest java. The error says: "you can't open minecraft because it is not responding"
#1062 [15:13] <jws3rd> The original email was not used under Minecraft so I think that may be reason it is not recognized
#1063 [15:13] * RamsyBacon [webchat@133.162.69.111.dynamic.snap.net.nz] has joined #minecrafthelp
#1064 [15:13] <Valentin> i play on 1.7 win my account , but now i can't connect
#1065 [15:13] <mattym> Valentin, We do not support old versions here.
#1066 [15:13] <mattym> Emrakulus, What version of OSX/MacOS?
#1067 [15:13] <Valentin> have a mail ?
#1068 [15:14] <jws3rd> Minecraft does not send reset link to son's email even though they sent email regarding account changes to that account in 2015 and gave only 6 hours to notify them of change
#1069 [15:14] <Valentin> for support minecraft ?
#1070 [15:14] <mattym> Valentin, You will need to seek other support resources, Mojang does not do support for old versions either.
#1071 [15:14] <RamsyBacon> I'm trying to load my minecraft launcher but it just says "Unable to update the Minecraft Native Launcher"
#1072 [15:14] <Emrakulus> I ll check
#1073 [15:14] <mattym> jws3rd, Well yeah, if the account was hacked, they likely also changed the email on it.
#1074 [15:15] <mattym> RamsyBacon, Windows or Mac?
#1075 [15:15] * Valentin [webchat@lfbn-1-11800-33.w90-93.abo.wanadoo.fr] has quit. (Client Quit)
#1076 [15:15] <jws3rd> Apparently the hacker was able to change the email address on file and the user name from the one I provided you earlier
#1077 [15:15] <RamsyBacon> Mac
#1078 [15:15] <mattym> jws3rd, Yeah the issue I am seeing, is the system only shows it ever having 2 usernames, the one you knew and a new one, not the one you said the email mentioned.
#1079 [15:15] <jws3rd> We figured that out, but why would Mojang not be able to figure that out when he is contacting them from the account that was on file requesting help to recover his account.
#1080 [15:16] <mattym> jws3rd, So I am wondering if there is an entire other account involved somewhere.
#1081 [15:16] <jws3rd> Frostflame is the one noted in the email from Mojang
#1082 [15:16] <jws3rd> But that was never his user name
#1083 [15:16] <mattym> jws3rd, And also not showing up in the name change history.
#1084 [15:16] <mattym> RamsyBacon, Do you have any Antivirus, Firewall, VPN, Ad Blocking or Parental Control software installed?
#1085 [15:17] <mattym> jws3rd, What date did you say that name change report came in?
#1086 [15:17] <RamsyBacon> Possibly parental controls, since my dad takes care of problematic software issues on my computer
#1087 [15:18] <mattym> RamsyBacon, If you can find out what the name of the program being used for that is, if any, we may have steps to fix the issue.
#1088 [15:18] <jws3rd> To reset your password, visit this url within six hours:
#1089 [15:18] <jws3rd> https://minecraft.net/resetpassword?user=Frostflame&uid=86e69aaac13babb0134915bff8a04410
#1090 [15:18] <mattym> jws3rd, What date was that email sent?
#1091 [15:18] <RamsyBacon> I'll check with my dad brb
#1092 [15:18] <mattym> jws3rd, That is not a link anyone buy you can access.
#1093 [15:19] <jws3rd> That is from the email sent to him January 10, 2015 to his email
#1094 [15:19] <mattym> jws3rd, Can you find out what email address that message came from?
#1095 [15:20] <jws3rd> From: Mojang <noreply@mojang.com>
#1096 [15:20] <jws3rd> Sent: Saturday, January 10, 2015 10:21:42 AM
#1097 [15:21] <jws3rd> We have the email, but when he contacts support they do nothing
#1098 [15:22] <jws3rd> Just reply saying they need the credit card number from when account was opened (in 2011)
#1099 [15:23] <Emrakulus> I think it is 10.13.6
#1100 [15:23] <mattym> jws3rd, Yeah, I think I know why. If as you said you created it with your email, and then changed it to your sons. That means whoever hacked it, also got access to the gift code, rendering it useless as proof. So they are going to need additional info only you should have.
#1101 [15:23] <jws3rd> I have emailed them from my account that was initially on the file and requested they help him and get no reply
#1102 [15:24] <mattym> Emrakulus, Ok should be no issue there. Have you tried restarting the PC and trying to start the game before loading anything else?
#1103 [15:24] <Emrakulus> Yep
#1104 [15:25] <jws3rd> I can provide date and amount of purchase, type of card used, vendor id supplied by credit card company, copy of the email from them reflecting purchase of gift code and ip address from where purchased
#1105 [15:25] <mattym> jws3rd, Yeah, anyone can have also access the email, so its not enough to prove you are the owner.
#1106 [15:25] <jws3rd> Shouldn't that be enough
#1107 [15:25] <jws3rd> They are two different email accounts
#1108 [15:25] <mattym> jws3rd, The price is known, again anyone can access your email and get most of the rest of that info.
#1109 [15:26] <mattym> jws3rd, If they ask for specific info in their reply, and you do not provide that info they asked for, you are gonna be out of luck.
#1110 [15:26] <mattym> Emrakulus, Do you have any Antivirus, Firewall, VPN, Ad Blocking or Parental Control software installed?
#1111 [15:26] <jws3rd> No, the credit card used info is not in any email
#1112 [15:26] <jws3rd> Nor the phone numbers or address
#1113 [15:26] <jws3rd> Nor the ip address
#1114 [15:27] <mattym> jws3rd, There are not all that many 'types' of cards, and the vendor ID is gonna be the same for anyone that purchases the game.
#1115 [15:27] <mattym> jws3rd, The IP could have been found once they logged into the account they hacked.
#1116 [15:27] <jws3rd> And the fact that we are contacting them from original and subsequent emails on the account
#1117 [15:27] * Qroqus [webchat@178-119-145-254.access.telenet.be] has joined #minecrafthelp
#1118 [15:27] <Qroqus> Hello! I've got a question
#1119 [15:28] <mattym> jws3rd, Well if the hacker changed the email on the account to theirs (which the did as you no longer get the reset emails), then they also had to have access to the email that was on the account.
#1120 [15:28] <jws3rd> The specific card on the specific date in the specific amount and with my name on the card used to purchase should be enough.
#1121 [15:28] <mattym> jws3rd, You said you no longer had the card number.
#1122 [15:30] <jws3rd> Sounds like they accepted the change and provided an unreasonably short time for him to contact them to avoid losing the account he had used for four years and then seemingly blame him for the hacker by allowing the hacker to retain control of the account
#1123 [15:30] <Emrakulus> there is none of these
#1124 [15:31] <jws3rd> That's right. The numbers have changed by the bank several times because of hackers. However, Mojang should have the info on file for the date and time related to the email they sent showing the purchase.
#1125 [15:31] <mattym> Emrakulus, Can you check if the default Mac firewall is on? found in the Settings apps Safety & Security sections.
#1126 [15:32] <jws3rd> Maybe this helps explain why they are months behind on support :(
#1127 [15:32] <mattym> jws3rd, They need proof that is considered acceptable, if you do not have exactly what they ask for (not an explanation or excuse to try and use other info) they cannot help you.
#1128 [15:33] <jws3rd> Believe me, I have tried telling him to spend his money on other software with better support. However, he really wants his account and to continue.
#1129 [15:33] <jws3rd> They are the ones deciding what is acceptable
#1130 [15:33] <jws3rd> Do you know every credit card number you have ever used?
#1131 [15:33] <mattym> jws3rd, Yes they are. Because they have to make sure they dont give it to someone else.
#1132 [15:33] <mattym> jws3rd, Yes actually.
#1133 [15:34] <mattym> jws3rd, I have only ever had 1 credit card, with 2 numbers.
#1134 [15:34] <Emrakulus> firewall is off
#1135 [15:34] <mattym> jws3rd, I also have my transaction-ID backed up in several locations.
#1136 [15:34] <jws3rd> Well, being 55 and having ran several businesses, I have had too many to remember them all
#1137 [15:34] <mattym> jws3rd, And backups of the gift codes I gave my friends just in case they ever need it.
#1138 [15:35] <mattym> Emrakulus, Was it off, or did you just turn it off.
#1139 [15:35] <Emrakulus> it was off
#1140 [15:35] <mattym> Emrakulus, Have you tried a complete reinstall of the launcher? By removing the app from the Applications folder and reinstalling from a fresh download from minecraft.net/download ?
#1141 [15:35] <jws3rd> Would not expect that after 4 years of him using the account that we would need to keep it because Mojang lets a hacker change it without that info, but yet demand it from him to recover the account.
#1142 [15:36] <mattym> jws3rd, The hacker got the credentials and logged in, no reason to believe its not the person who should have access to it.
#1143 [15:37] <jws3rd> Its odd that you say this is safe when you typed that ours was made invalid because of the hacker having maybe obtained it.
#1144 [15:37] * Lofidelity [webchat@104-1-222-244.lightspeed.dybhfl.sbcglobal.net] has joined #minecrafthelp
#1145 [15:38] <mattym> jws3rd, Well the code would have been listed on the account page, as you saw was mentioned in the auto-reply.
#1146 [15:38] <Emrakulus> yep
#1147 [15:38] <jws3rd> That's a flawed argument as you have acknowledged and they are well aware that hackers also can gain this info
#1148 [15:38] <Emrakulus> https://imgur.com/a/PJUdzMB this is how it looks like
#1149 [15:38] <Lofidelity> Hi, im trying to get a cape, and suggestions how? I'm trying to make it custom but just wondering.
#1150 [15:38] <mattym> jws3rd, If someone else had access to the account, they would have that info.
#1151 [15:38] <mattym> Lofidelity, You cannot.
#1152 [15:38] <Lofidelity> I cant get a cape?
#1153 [15:38] <mattym> Lofidelity, No
#1154 [15:38] <jws3rd> Good that you are the one pointing out the flaws in their system and not just myself doing it
#1155 [15:39] <mattym> jws3rd, Its not a flaw.
#1156 [15:39] <Lofidelity> So you can't buy one from optifine? No way to buy it?
#1157 [15:39] <mattym> jws3rd, It only applies to people that let their account get hacked.
#1158 [15:39] <Emrakulus> and then it shows "you cant open application minecraft because it is not responding"
#1159 [15:39] <mattym> Lofidelity, Optifine capes are fake.
#1160 [15:39] <mattym> Emrakulus, Can you check the Macs update checker for any non-OS updates?
#1161 [15:40] <Lofidelity> Really? oh, how does other clients get capes?
#1162 [15:40] <jws3rd> Multi-million dollar businesses and governments get hacked. It is common.
#1163 [15:40] <mattym> Lofidelity, Have attended a Minecon in the past. No longer something they do.
#1164 [15:40] <mattym> jws3rd, Mojang didn't get hacked, your account did.
#1165 [15:41] <jws3rd> Why not require the purchase info be entered in order to see purchase history.
#1166 [15:41] <Lofidelity> I mean, I'm on pvplounge and they have capes...
#1167 [15:41] <Emrakulus> how to check it?
#1168 [15:41] <jws3rd> Actually, my account did not.
#1169 [15:41] <mattym> Emrakulus, I forget how thats done on more recent Macs.
#1170 [15:41] <jws3rd> I run security software. Mojang was the one who allowed the hacker access.
#1171 [15:42] <jws3rd> My 17 year old son may have allowed the hack at the time
#1172 [15:42] <mattym> Lofidelity, So you are admitting to using a pirated version of the game?
#1173 [15:42] <jws3rd> On his device
#1174 [15:42] <Lofidelity> Its pirated?
#1175 [15:42] <mattym> Lofidelity, pvplounge is.
#1176 [15:43] <Lofidelity> hmm why hasn't mojang done anything about that?
#1177 [15:43] <mattym> Lofidelity, Legal processes take time.
#1178 [15:43] <Lofidelity> They filed a lawsuit against them or its just taking time?
#1179 [15:43] <mattym> jws3rd, Listen at the end of the day, if you cannot give them the info they need, they cannot help.
#1180 [15:43] <mattym> Lofidelity, No idea that would not be knowledge generally available to the public.
#1181 [15:44] <Lofidelity> Oh, ok should I stop using it or what?
#1182 [15:44] <mattym> Lofidelity, Yes, buy the game, use the official launcher.
#1183 [15:44] <Emrakulus> I dont have any clue how to fix it, ill try tomorrow, thank u very much
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#1185 [15:45] <Lofidelity> mattym i have the game i paid for it, i just use the client for more fps
#1186 [15:45] <Lofidelity> is that still legal?
#1187 [15:45] <jws3rd> Thanks for the same non-support given directly by Mojang.
#1188 [15:45] <mattym> Lofidelity, Use the official launcher.
#1189 [15:45] * jws3rd [webchat@47.156.197.204] has quit. (Quit: webchat.esper.net)
#1190 [15:46] <Lofidelity> Ok, ty I'll do some research about the lawsuit or if its legal.
#1191 [15:46] <Lofidelity> bye
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#1196 [16:03] <aidan> does anyone know how i can refund minecraft
#1197 [16:04] <MCE> ue: unable to access acc., completely forgot details or some sor issue preventing my login.
#1198 [16:04] <mattym> aidan, One moment.
#1199 [16:04] <MCE> Game: Minecraft Earth, Issue: login
#1200 [16:04] <mattym> MCE, Minecraft earth is not out yet.
#1201 [16:05] <MCE> The beta
#1202 [16:05] <MCE> And why am i not suprised to get a stupid response
#1203 [16:05] <mattym> MCE, So you forgot you either Google or Apple login details?
#1204 [16:05] <mattym> MCE, Why are you asking for help with that here?
#1205 [16:05] <MCE> Dont bother fella im going. Stupid response
#1206 [16:06] <MCE> Idiots
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#1208 [16:06] <mattym> aidan, Here is all the info you need https://help.minecraft.net/hc/en-us/articles/360030463592-Mojang-refunds-policy
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#1210 [16:08] * SilentSc0pe [webchat@5.151.197.64] has joined #minecrafthelp
#1211 [16:09] <SilentSc0pe> Hello, was wondering if someone can help me out with my account
#1212 [16:09] <mattym> SilentSc0pe, What is the issue?
#1213 [16:09] <SilentSc0pe> So, years ago me and my friend purchased minecraft from their website, and got the game. Around a year ago we got up and were like lets play the game again
#1214 [16:10] * BiggErnie [webchat@89-160-236-249.du.xdsl.is] has joined #minecrafthelp
#1215 [16:10] <SilentSc0pe> so we tried to download it from their website, our account is there, but we couldn't download the game, it showed that we didn't own it. We emailed the support and they gave us a copy of the Windows version, not the Java
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#1217 [16:11] * wes [webchat@ip72-200-79-11.tc.ph.cox.net] has joined #minecrafthelp
#1218 [16:11] <wes> hello3.
#1219 [16:11] <SilentSc0pe> I wanted to play recently a modded version, but apparently I can't do that on the windows version, I tried to get the Java version, it still shows I don't own a copy of it
#1220 [16:11] <SilentSc0pe> any solutions on how I can get this solved? I sent a ticket and still am waiting on a reply
#1221 [16:11] <mattym> SilentSc0pe, What does it say if you log in directly at account.mojang.com/me ?
#1222 [16:11] <wes> TWITCH THINKS I dont have Minecraft but I DO
#1223 [16:12] <mattym> wes, Then talk to Twich support.
#1224 [16:12] <SilentSc0pe> nothing
#1225 [16:12] <wes> L wjat r they supposed to do tho
#1226 [16:12] <mattym> SilentSc0pe, Are you sure you are trying to use the correct account (email) to log in?
#1227 [16:12] <SilentSc0pe> it says "redeem gift code"
#1228 [16:12] <mattym> wes, Its their program having the issue, we are not Twitch support.
#1229 [16:12] <BiggErnie> Hello I can´t update my native minecraft launcher any help?
#1230 [16:13] <mattym> BiggErnie, Mac or Windows computer
#1231 [16:13] <BiggErnie> macos
#1232 [16:13] <mattym> BiggErnie, Do you have any Antivirus, Firewall, VPN, Ad Blocking or Parental Control software installed?
#1233 [16:13] <BiggErnie> adblock on chrome and it´s not active
#1234 [16:13] <SilentSc0pe> mattym any ideas?
#1235 [16:14] <mattym> BiggErnie, Oh, you were from the reddit thread, did you try my most recent reply?
#1236 [16:14] <mattym> SilentSc0pe, Are you sure you are trying to use the correct account (email) to log in? If it only shows the gift code sections, then your copy of the game is not on that account.
#1237 [16:14] <BiggErnie> i have redownlaoded the launcher 5 times and restart 5 times nothing
#1238 [16:14] <SilentSc0pe> yes i am, same account
#1239 [16:15] <mattym> BiggErnie, Did you check the default Mac firewall settings as mentioned?
#1240 [16:15] <SilentSc0pe> the problem is
#1241 [16:15] <SilentSc0pe> i bought the account before microsoft bought minecraft
#1242 [16:15] <BiggErnie> what is your username on discord
#1243 [16:15] <mattym> SilentSc0pe, Well no its, as the user info is not there when you log in.
#1244 [16:15] <SilentSc0pe> and somehow, it disappeared
#1245 [16:15] <mattym> BiggErnie, We do not use discord.
#1246 [16:15] <SilentSc0pe> they gave me a microsfot version of the game
#1247 [16:15] <SilentSc0pe> i can play there from microsoft store
#1248 [16:15] <SilentSc0pe> but not the java version
#1249 [16:15] <BiggErnie> i mean reddit
#1250 [16:16] <mattym> SilentSc0pe, Did you ever Migrate the account?
#1251 [16:16] <mattym> BiggErnie, The one who wrote the PSA.
#1252 [16:16] <SilentSc0pe> how do i migrate?
#1253 [16:16] <BiggErnie> ok
#1254 [16:16] <mattym> SilentSc0pe, https://help.minecraft.net/hc/en-us/articles/360029685212-Migrating-from-Minecraft-to-Mojang
#1255 [16:17] <BiggErnie> ill try it mattym
#1256 [16:18] <SilentSc0pe> il try that, il have to email them to get more info
#1257 [16:18] <SilentSc0pe> thank you
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#1259 [16:20] <BiggErnie> mattym still not working
#1260 [16:21] <mattym> BiggErnie, Are you currently on your home internet connection?
#1261 [16:22] <BiggErnie> yes
#1262 [16:23] <mattym> BiggErnie, Is the computer a personal one, and not one provided by a school/work/library/other?
#1263 [16:23] <BiggErnie> https://www.speedtest.net/my-result/d/135002563
#1264 [16:24] <BiggErnie> personal
#1265 [16:25] <mattym> BiggErnie, Unfortunately thats about all the troubleshooting we are able to do with Macs. Not sure whats causing it for you.
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#1272 [16:35] <angela> hello having an issue in a LAN world with my sister. The problem with this used to be that the HOST'S skin would not show up and would be a default skin but now it is happening for my sister. Whenever she enters my LAN world her skin completely changes to the default skin but when she goes into her own game her skin is there
#1273 [16:36] <angela> is there a problem with my LAN world because this problem just started occurring 5 minutes ago even though i could see her skin when she first joined
#1274 [16:36] <Keyboard> I have tried using every fix possible to fix the launcher.dll missing issue in minecraft and yet still get the issue, I have restarted my computer, reinstalled minecraft, repaired minecraft, deleted appdata, disabled firewall, reinstalled java, reset network in windows, tried using the old launcher, and yet still can't get minecraft to work.
#1275 [16:37] <mattym> angela, Skins are not always meant to work on LAN worlds, because LAN worlds do not go through the skin servers.
#1276 [16:37] <angela> maybe try getting back appdata doesnt seem good that you deleted that
#1277 [16:37] <mattym> Keyboard, What is the exact issue error you are getting?
#1278 [16:38] <angela> right but its just confusing that her skin is completely changing. It should at least have her skin
#1279 [16:38] <mattym> angela, Like I said, its not always guaranteed to work on LAN worlds.
#1280 [16:38] <angela> it like actually changes the skin like she went onto minecraft.net and changed her skin to default
#1281 [16:39] <angela> idk its just confusing cause i could see her skin like for the past 5 hours weve been playing and we leave for not even 10 seconds and the game is completely changing her skin. i understand its not guaranteed but it doesn't make sense for it to literally completely change
#1282 [16:39] <Keyboard> couldn't load launcher core from C:\program files (x86)\minecraft launcher\game\launcher.dll: load error not present
#1283 [16:39] <angela> right ty
#1284 [16:40] <mattym> ??> Keyboard tools/hjt
#1285 [16:40] <Mightyena> Keyboard: Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#1286 [16:40] <Mightyena> Keyboard: Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#1287 [16:40] * bruh_ [webchat@31.10.150.107] has joined #minecrafthelp
#1288 [16:41] <bruh_> Hello I have a question
#1289 [16:41] <bruh_> does my minecraft account still exist after I delete my email?
#1290 [16:41] <Lurks> yes
#1291 [16:41] <bruh_> because I did that
#1292 [16:41] <Keyboard> https://paste.ubuntu.com/p/TYQ34CGGNf/
#1293 [16:42] <bruh_> I alredy contacted support like 6 days ago
#1294 [16:42] <bruh_> is this normal?
#1295 [16:42] * Madi [webchat@host-92-16-150-239.as13285.net] has quit. (Quit: webchat.esper.net)
#1296 [16:42] <mattym> bruh_, Deleting your email account should have no effect on your MC/Mojang account. All it means is you will no longer be able to change any of your account info that would normally need an email.
#1297 [16:43] <mattym> Keyboard, Give me a few.
#1298 [16:43] <bruh_> Ok so I Need to contact mojang support so they Change my email Right?
#1299 [16:43] <mattym> bruh_, Yes
#1300 [16:44] <bruh_> And how do they Change my email
#1301 [16:44] <bruh_> do they send me a link to Change it?
#1302 [16:44] <mattym> bruh_, They will send the info to whatever email you used as the contact email when you sent the support ticket.
#1303 [16:45] <bruh_> And how Long do they usually take to Reply? (as of 2019)
#1304 [16:45] <mattym> Keyboard, Not seeing any incompatible stuff that would cause an issue.
#1305 [16:45] <mattym> bruh_, Last we say they were at about a 2 month backlog.
#1306 [16:46] <bruh_> So it means it will take long
#1307 [16:46] <mattym> bruh_, Yes
#1308 [16:46] <bruh_> Ok thanks
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#1310 [16:46] <Keyboard> Is there anything I haven't done I can try?
#1311 [16:47] <mattym> Keyboard, Any chance the computer is one provided by a school/work/library/other?
#1312 [16:47] <Keyboard> no it is my home computer
#1313 [16:48] <mattym> Keyboard, Just in case I missed something in the scan, Do you have any Antivirus, Firewall, VPN, Ad Blocking or Parental Control software installed?
#1314 [16:48] <Keyboard> Had firewall but disabled it for the mc download
#1315 [16:48] <mattym> Keyboard, Nothing else to your knowledge?
#1316 [16:48] <Keyboard> nope
#1317 [16:49] <mattym> Keyboard, Ok this is gonna sound like something you already tried, but I want you to try in this specific order.
#1318 [16:49] <Keyboard> okay
#1319 [16:50] <mattym> Keyboard, Uninstall via Control Panel, delete the stuff from .minecraft (in APPDATA) except for your saves folder if you have any.
#1320 [16:50] <mattym> Keyboard, Also delete the Minecraft Launcher folder from Program Files if its still there after the uninstall.
#1321 [16:50] <mattym> Keyboard, After that is all done, restart the PC. Then download a fresh installer from minecraft.net/download and try the install again.
#1322 [16:52] <Keyboard> okay currently working on it, will come back if that does not work, thank you
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#1324 [17:00] * Keyboard [webchat@c-73-33-212-142.hsd1.nj.comcast.net] has joined #minecrafthelp
#1325 [17:00] <Keyboard> It didn't work
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#1327 [17:02] <Keyboard> well I don't know who is here but I tried doing soemt
#1328 [17:02] <Keyboard> something that Matty gave me for the launcher.dll error and it didn't work
#1329 [17:03] <mattym> Keyboard, See if the info here works for you https://www.reddit.com/r/Minecraft/comments/dfkmnm/psa_launcher_issue_fix/
#1330 [17:05] <Keyboard> I'm no longer getting the launcher.dll only the unable to start runtime enviroment
#1331 [17:06] <Keyboard> im going to try to repair
#1332 [17:07] <Keyboard> did the reinstall now and back to laucher.dll error
#1333 [17:09] <mattym> ??> Keyboard av/adwcleaner
#1334 [17:09] <Mightyena> Keyboard: Malwarebytes ADWCleaner is a utility to clean a PC which is infested with malware. Download it here: https://toolslib.net/downloads/finish/1-adwcleaner/1999/
#1335 [17:09] <Mightyena> Keyboard: Run it, click Scan Now, once it completes the scan click Clean & Repair, restart the computer when it asks you to and come back here for further instructions.
#1336 [17:17] * Keyboard [webchat@c-73-33-212-142.hsd1.nj.comcast.net] has joined #minecrafthelp
#1337 [17:17] <Keyboard> Okay I did that
#1338 [17:18] <mattym> Any different results?
#1339 [17:19] <Keyboard> should I delete mc and reisntall?
#1340 [17:19] <mattym> No
#1341 [17:19] <Keyboard> just try to open?
#1342 [17:19] <mattym> Yup
#1343 [17:19] <Keyboard> same thing
#1344 [17:21] <mattym> Keyboard, Then sadly I am fresh out of ideas.
#1345 [17:22] <Keyboard> any chance this will be fixed in the next update?
#1346 [17:23] <mattym> Keyboard, There were issues with the launcher today. But they 'fixed' it on their end about 2 hours ago. So it does not seem to be related to that.
#1347 [17:23] <Keyboard> oof
#1348 [17:23] <Keyboard> well I'll just wai
#1349 [17:23] <Keyboard> thank you for trying to help
#1350 [17:24] * Penguino [webchat@c-98-253-158-249.hsd1.il.comcast.net] has joined #minecrafthelp
#1351 [17:24] <Penguino> hello
#1352 [17:25] <Penguino> hello i would like to switch my emails that my account uses
#1353 [17:25] <mattym> Penguino, Log into your account and do so.
#1354 [17:27] <Penguino> ok i am in my account
#1355 [17:27] <Penguino> and im in the profile tab
#1356 [17:27] <Penguino> what do i do now
#1357 [17:29] <mattym> Penguino, Hit the Edit Account button, then change the email.
#1358 [17:30] <Penguino> ty
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#1364 [18:27] <CraftyMany> I am telling who ever! If I do not get some help from Minecraft with my issue that I stated before. I will be going to BBB and we can find help there I bet!
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#1367 [18:45] * Joshua [webchat@x5f70cfec.dyn.telefonica.de] has joined #minecrafthelp
#1368 [18:46] <Joshua> Hi... I just found out that someone used my Paypal to buy Minecraft. Is there any way to get a refund?
#1369 [18:46] * frymaster [~frymaster@185.251.226.40] has joined #minecrafthelp
#1370 [18:47] <mattym> ??> Joshua account/refund
#1371 [18:47] <Mightyena> Joshua: This is Mojang's refund policy: https://help.minecraft.net/hc/en-us/articles/360030463592-Mojang-refunds-policy
#1372 [18:48] <mattym> Joshua, Hmm, they havent updated the link on that page, one moment.
#1373 [18:49] <mattym> Joshua, Here is the contact page. https://help.minecraft.net/hc/en-us/requests/new
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#1376 [19:18] * Gulpiegator [webchat@24-158-58-192.dhcp.hckr.nc.charter.com] has joined #minecrafthelp
#1377 [19:19] <Gulpiegator> So a little bit ago my Minecraft account got hacked and I deactivated but now I don't know how to reactivate it.
#1378 [19:19] <Gulpiegator> How do I reactivate it
#1379 [19:20] <Gulpiegator> ?
#1380 [19:26] <mattym> ??> Gulpiegator account/send-email
#1381 [19:26] <Mightyena> Gulpiegator: Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#1382 [19:26] <Mightyena> Gulpiegator: For wait times on replies refer to https://help.mojang.com/customer/portal/articles/359446-when-will-i-hear-back-
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#1384 [19:30] * Jacob [webchat@209-76-173-163.lightspeed.ltrkar.sbcglobal.net] has joined #minecrafthelp
#1385 [19:30] <Jacob> I need a refund
#1386 [19:31] <mattym> ??> Jacob account/send-email
#1387 [19:31] <Mightyena> Jacob: Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#1388 [19:31] <Mightyena> Jacob: For wait times on replies refer to https://help.mojang.com/customer/portal/articles/359446-when-will-i-hear-back-
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#1394 [20:30] <Harley> my launcher loads up but when I press play the menu freezes every time and when I use forge it doesn't load at all. What do I do?
#1395 [20:31] <mattym> Harley, The menu or the loading screen freezes?
#1396 [20:33] <Harley> yes
#1397 [20:33] <Harley> that's only for 1/14
#1398 [20:33] <Harley> when I switch to forge I press play it does the loading bar then nothing I check my task manger and nothing and when I press play again it says its running
#1399 [20:34] <Harley> this has been going on for several days now
#1400 [20:36] * Kendal [webchat@cpe-66-56-243-39.ec.res.rr.com] has joined #minecrafthelp
#1401 [20:37] <Kendal> I want to make a new account, and thought I deleted my prior Mojang account correctly, but I can't seem to make a new Mojang. The website seems to think there's still an account under my email address.
#1402 [20:39] <Lurks> Kendal you can't Register a new account with the email of the deleted account
#1403 [20:39] <Kendal> Really? That's a shame. I thought I got rid of the account for good, and I could start fresh.
#1404 [20:40] <Harley> lurks can you help me with my issue if u you can?
#1405 [20:41] <Lurks> Kendal the details are listed here https://help.mojang.com/customer/portal/articles/1110103
#1406 [20:41] <Lurks> Harley it seems like a likely cause of infections
#1407 [20:42] <Lurks> ??> Harley av/adwcleaner
#1408 [20:42] <Mightyena> Harley: Malwarebytes ADWCleaner is a utility to clean a PC which is infested with malware. Download it here: https://toolslib.net/downloads/finish/1-adwcleaner/1999/
#1409 [20:42] <Mightyena> Harley: Run it, click Scan Now, once it completes the scan click Clean & Repair, restart the computer when it asks you to and come back here for further instructions.
#1410 [20:42] <Harley> like a virus?
#1411 [20:42] <Lurks> Harley yes
#1412 [20:42] <Harley> okay what would you suggest I would do?
#1413 [20:44] <Harley> because I just got this laptop brand new just a few days ago
#1414 [20:45] <Lurks> Harley follow Mightyena instructions
#1415 [20:46] <Harley> lurks I did that all ready earlier today and it did nothing I will try again but I highly doubt it will work
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#1418 [20:54] <kj> I had servers on the minecraft multiplayer which i joined and played for a while. I got a new computer and i logged into minecraft with the same account and when I went to the multiplayer options it couldn't show the servers that I played on in multiplayer. Does this mean I have to restart everything on multiplayer?
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#1420 [21:06] * Stefan [webchat@c-67-174-10-94.hsd1.fl.comcast.net] has joined #minecrafthelp
#1421 [21:07] <Stefan> Hello, will there be a "When will I hear back?" page on the Minecraft Help Center like with Mojang Support?
#1422 [21:15] * Lurks [webchat@cpc123350-stev9-2-0-cust46.9-2.cable.virginm.net] has quit. (Quit: webchat.esper.net)
#1423 [21:16] * Shizzyj [webchat@c-73-170-60-35.hsd1.ca.comcast.net] has joined #minecrafthelp
#1424 [21:17] <Shizzyj> Hey, I have had a minecraft account since Alpha back in 2011. A couple years ago i migrated my old account to a mojang one. Now it seems i cannot log in (haven't played it in a while). Looking for help
#1425 [21:31] * Gulpiegator [webchat@24-158-58-192.dhcp.hckr.nc.charter.com] has quit. (Quit: webchat.esper.net)
#1426 [21:35] * jason [webchat@c-73-66-208-82.hsd1.ca.comcast.net] has joined #minecrafthelp
#1427 [21:35] <jason> need to find out my old username
#1428 [21:36] <jason> How can i find my old username?
#1429 [21:43] * Kerrie [webchat@n175-33-104-139.meb2.vic.optusnet.com.au] has joined #minecrafthelp
#1430 [21:43] <Kerrie> hello guys, I have problem.
#1431 [21:44] <Kerrie> when I try to buy my mini craft from the website, it show me a error that my credcard do not work
#1432 [21:53] * Lzzy [webchat@c-73-220-144-248.hsd1.ca.comcast.net] has joined #minecrafthelp
#1433 [21:58] <Lzzy> Hey! I have been having some issues getting Minecraft to run. Whenever I try to boot up the game, I can click play from the first loading page that tells you what version you are on, however, it always freezes on the loading Mojang screen. I created a second profile on my computer to see if it would do anything to fix the problem, and if I run MC a
#1434 [21:58] <Lzzy> s administrator through the second profile it works. But I am unable to run any shaders or texture packs. I recently tried to reinstall MC on my main profile and I still run into the loading Mojang screen problem. I have my drivers up to date. I'm not sure what I can do to get MC to work on my main profile.
#1435 [21:59] * JP [webchat@107-194-135-143.lightspeed.irvnca.sbcglobal.net] has joined #minecrafthelp
#1436 [22:01] <JP> Son has group homework building something in minecraft. His classmates work on PC version, He has Android. Are they separate programs?
#1437 [22:01] * luis02 [webchat@179.6.196.227] has joined #minecrafthelp
#1438 [22:02] <luis02> I get this error when I want to access a server
#1439 [22:04] <luis02> io.netty.channel.abstractchannelsannotatedconnectexception:connectexception:connection time out: no further information:
#1440 [22:05] * fore [webchat@S01061c1b689de727.ok.shawcable.net] has joined #minecrafthelp
#1441 [22:05] * ck53 [webchat@108-239-24-161.lightspeed.chtnsc.sbcglobal.net] has joined #minecrafthelp
#1442 [22:06] <luis02> I nose how to remove it
#1443 [22:06] <ck53> I purchased the wrong version how do I get it refunded
#1444 [22:06] <mattym> ck53, Which version did you purchase?
#1445 [22:07] <ck53> java I meant to get the windows 10 version
#1446 [22:07] <mattym> luis02, Is it only giving you that error on a specific server?
#1447 [22:07] <mattym> ck53, Send an email to Mojang with your Transaction ID and/or gift code, Mojang account email/Minecraft.net email, and any other relevant information, through this form: https://help.minecraft.net/hc/requests/new
#1448 [22:07] <fore> Just bought a Minecraft (PC&MAC) prepaid card at Walmart. On the back it says "Included in this purchase is a download code for the Windows 10 edition provided at redemption. I have received no such code, and it's the only reason I bought the card.
#1449 [22:08] <luis02> no, I can not enter any, they also told me that the servers could be down but I tried with others and it gave me the same result
#1450 [22:08] <mattym> JP, Depends as there are two versions on the PC. Do you know if your son has the Java Edition or Bedrock/Windows 10 Edition?
#1451 [22:08] <JP> He has android. His classmate has PC.
#1452 [22:09] <JP> I think they have windows10.
#1453 [22:09] <mattym> JP, Ah sorry, misread that. If the friends have the Windows 10 version on the PC it will work. But keep in mind Java Edition does also work on Windows 10 computes, but is not compatible with Android.
#1454 [22:10] <mattym> JP, Basically if his friends version does not use Xbox Live accounts, then its not compatible.
#1455 [22:11] <mattym> fore, Sounds like they gave you a card from old stock. That offer ended last October.
#1456 [22:12] <mattym> Lzzy, Are you currently in the chat on the computer with the issue?
#1457 [22:14] <fore> Seriously? Nowhere on the card does it have an expiry. Not to vent, but I am seriously upset with Mojang. I already have Minecraft (2012), but I've been waiting for months (Transaction ID in hand) to resolve the game I already paid for. I just bought it again for no reason because it promised the version I wanted on the card. Shadey business. Now I
#1458 [22:14] <fore> have to go buy it again, this is borderline criminal.
#1459 [22:15] <mattym> fore, Don't blame Mojang. Blame Walmart for having outdated stuff on their shelf.
#1460 [22:15] * Lzzy [webchat@c-73-220-144-248.hsd1.ca.comcast.net] has quit. (Quit: webchat.esper.net)
#1461 [22:15] <mattym> fore, Also note that the Windows 10 Edition can only be purchased via digital code or directly from the Microsoft Store app. There are not physical cards for it.
#1462 [22:17] <fore> All due respect, Walmart just sold me the card. The card with no time limit posted is what lied to me. Alas, I'm just out more money on a game I have to buy a third time now. They've sold 174 million copies, they should be able to sort this kind of thing out.
#1463 [22:18] <mattym> fore, My point is Walmart should have removed those cards close to a year ago.
#1464 [22:20] * Elmo [webchat@d108-173-254-111.abhsia.telus.net] has joined #minecrafthelp
#1465 [22:20] <Elmo> Hey
#1466 [22:20] <Elmo> I've been having this issue while trying to run minecraft with mods
#1467 [22:21] <Elmo> It keeps saying "unable to save download"
#1468 [22:21] <mattym> Elmo, Does it work without mods?
#1469 [22:21] <Elmo> Yes
#1470 [22:21] <fore> Fair enough, my point is I am the customer. The card has been used, I'm sure Walmart won't be refunding me. So where does the 'blame' lay? Sounds like I pay the price, and a giant company will take 3 months to even look at my problem. Not here to argue, but seriously ridiculous customer service. thanks for your time
#1471 [22:21] <Elmo> I've already uninstalled bytefence
#1472 [22:21] <mattym> Elmo, Well we do not support modded here, as there are too many variables. I suggest you check the /feedthebeast reddit, you will probably get better info there.
#1473 [22:22] <Elmo> I've seen that people that havent been using mods have the same issue
#1474 [22:22] <Elmo> Are you aware of the "unable to save download" error?
#1475 [22:22] <mattym> Elmo, Yes, but yours works without them, so its not one of the usual causes for the issue.
#1476 [22:22] <Elmo> ah okay
#1477 [22:23] <mattym> Elmo, You need to go to the people that actually deal with mod support.
#1478 [22:23] <Elmo> I just tried it without forge and it said the exact same thing
#1479 [22:23] <Elmo> it must have been a version difference
#1480 [22:24] <Elmo> I'm using 1.12.2
#1481 [22:24] <mattym> Elmo, We also do not deal with old versions.
#1482 [22:24] <Elmo> RIP
#1483 [22:25] <Elmo> Where can I find that?
#1484 [22:25] <mattym> Elmo, Regular minecraft reddit, or forums.
#1485 [22:25] <Elmo> okie
#1486 [22:26] <JP> Android app seems to be signed on with live profile, but unable to find his friends. Are only online users found?
#1487 [22:29] <mattym> JP, Not sure. But did you check that their version was using Xbox Live accounts?
#1488 [22:34] <JP> My Android minecraft version does not show in xbox.com profile.
#1489 [22:35] <mattym> JP, It wouldn't it just uses the accounts for multiplayer.
#1490 [22:36] <JP> even though I used the live account to login as profile on Android? Is android not multi-player?
#1491 [22:40] * Lord_of_Life_ [~Lord@77.28.120.29] has joined #minecrafthelp
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#1493 [22:44] * Orion [webchat@242.183.100.208.bendbroadband.com] has joined #minecrafthelp
#1494 [22:44] <mattym> JP, The Android versions simply use Xbox Live accounts for multiplayer, which they do have. But the Android version is not an Xbox Live game, and will not show up on anywhere on the account.
#1495 [22:45] <Orion> Is anyone else getting the unable to update the java minecraft runtime environment issue? I tried the workaround and it still doesnt work
#1496 [22:46] <mattym> Orion, Your error is specifically saying its the runtime that cannot update?
#1497 [22:46] <Orion> yes
#1498 [22:46] <mattym> Orion, Windows or Mac computer?
#1499 [22:46] <Orion> Windows
#1500 [22:46] <mattym> ??> Orion tools/hjt
#1501 [22:46] <Mightyena> Orion: Download: https://sourceforge.net/projects/hjt/files/2.0.5%20beta/HijackThis.exe/download
#1502 [22:46] <Mightyena> Orion: Run HijackThis as Administrator, choose "I accept", then "Do a system scan and save a log file". After a while a text file will open. Copy everything, put the log on https://paste.ubuntu.com and give us the link.
#1503 [22:46] <Orion> i also just updated my Java.
#1504 [22:48] <Orion> https://paste.ubuntu.com/p/5BnjTQBb75/
#1505 [22:49] <mattym> Orion, Ok, that found one potential issue, but not one I would expect to cause this issue.
#1506 [22:49] <mattym> Orion, You were able to successfully install Java on its own?
#1507 [22:50] <Orion> Yes.
#1508 [22:50] <mattym> Orion, But the launcher itself wont even open without that error right?
#1509 [22:51] <Orion> I just uninstalled and reinstalled my Launcher and yes.
#1510 [22:51] <Orion> After re-installing and restarting i get the unable to update launcher error instead.
#1511 [22:52] <mattym> Orion, Ok lets see if the following helps at all.
#1512 [22:52] <mattym> ??> Orion av/adwcleaner
#1513 [22:52] <Mightyena> Orion: Malwarebytes ADWCleaner is a utility to clean a PC which is infested with malware. Download it here: https://toolslib.net/downloads/finish/1-adwcleaner/1999/
#1514 [22:52] <Mightyena> Orion: Run it, click Scan Now, once it completes the scan click Clean & Repair, restart the computer when it asks you to and come back here for further instructions.
#1515 [22:53] <JP> my son's android could not find his friend on find friends (they are on Windows 10.
#1516 [22:53] <mattym> JP, Is he sure he got their gamertag correct?
#1517 [22:55] <JP> he says the gamer tag is correct.
#1518 [22:55] <mattym> JP, You may also need to check your sons xbox live account to make sure no parental control settings are blocking the ability to add friends. His friends may also need to do the same.
#1519 [22:56] <JP> Is there a partial search?
#1520 [22:56] <mattym> JP, No idea.
#1521 [23:02] * Orion [webchat@242.183.100.208.bendbroadband.com] has joined #minecrafthelp
#1522 [23:03] <Orion> Hello, i j am getting a unable to update minecraft runtime environment on start up. Any suggestions?
#1523 [23:03] <mattym> Orion, Still after the ADWCleaner run?
#1524 [23:04] <Orion> Yes.
#1525 [23:04] * fore [webchat@S01061c1b689de727.ok.shawcable.net] has quit. (Quit: webchat.esper.net)
#1526 [23:04] <mattym> Orion, Are you currently on your home network connection?
#1527 [23:04] <Orion> I also just uninstalled and reinstalled Java. Yes
#1528 [23:04] <mattym> Orion, Is the computer your personal one and not one provided by a school/work/library/other?
#1529 [23:05] <Orion> Yes
#1530 [23:08] <mattym> Orion, Didnt pick up anything we know of in the scan, but Do you have any Antivirus, Firewall, VPN, Ad Blocking or Parental Control software installed?
#1531 [23:09] <Orion> Just MalwareBytes and Adblock on Chrome but i disabled them for the time being.
#1532 [23:09] <mattym> Orion, Yeah neither of those would cause whats happening.
#1533 [23:10] <Orion> Could it be a Java related issue?
#1534 [23:11] <mattym> Orion, No. The launcher installs its own Java, and thats where it seems to be getting hung up, not an issue with Java itself, just the launchers ability to download it.
#1535 [23:12] <mattym> Orion, Or installing what it downloaded.
#1536 [23:12] <mattym> Orion, But everything we know to cause those issues is not showing up on your PC.
#1537 [23:12] <Orion> Yeah, i also tried running it in different compatibility modes, same issue.
#1538 [23:14] <mattym> Orion, Did you install it to a location other than its default?
#1539 [23:14] <Orion> Yeah to another drive. Good call.
#1540 [23:15] <mattym> Orion, See if you can install it to your primary driver in the default location and see if that solves it.
#1541 [23:15] <JP> I am getting frustrated with this Android version. It does not seem to be listing my son's friends so he can not group build. Is there a refund I can get for buying this on Google play?
#1542 [23:15] <mattym> JP, You would need to contact Google support about that.
#1543 [23:17] <Orion> Alright reinstalling on the default location worked thanks for your help
#1544 [23:18] <mattym> Orion, Good
#1545 [23:20] * Kerrie [webchat@n175-33-104-139.meb2.vic.optusnet.com.au] has quit. (Quit: webchat.esper.net)
#1546 [23:23] <JP> Is android able to play with Java edition. We suspect his friends have a Mac.
#1547 [23:29] * Muskrat21 [webchat@207-118-29-145.dyn.centurytel.net] has joined #minecrafthelp
#1548 [23:32] <Muskrat21> I just purchased a code for minecraft and it is not downloadin the game...just the spinning icon for an hour...any ideas to what is going on?
#1549 [23:51] * Muskrat21 [webchat@207-118-29-145.dyn.centurytel.net] has joined #minecrafthelp
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