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Order # 1000046368225

Posted: Tue Aug 07, 2018 2:54 pm
by Rhonda Fearns
Hello,

Last evening I purchased the Caenarfon Castle for use on my grid. The order arrived, but when I attempt to Rez the castle, I receive a missing asset error - "f94882a-7496-4259-9696-de2be83f34f1 for item Caenarfon Castle - Complete."

Thanks,
Rhonda Fearns

Re: Order # 1000046368225

Posted: Tue Aug 07, 2018 3:01 pm
by Ilan Tochner
Hi Rhonda,

We've redelivered the order to your grid. Please log into your grid then click the link in the IM our system has just sent you to complete the delivery process.

Re: Order # 1000046368225

Posted: Tue Aug 07, 2018 3:06 pm
by Rhonda Fearns
I did and I am receiving the same error.

Thanks

Re: Order # 1000046368225

Posted: Tue Aug 07, 2018 4:31 pm
by Ilan Tochner
Please log into your grid then clear both your viewer cache and viewer inventory cache before restarting your viewer and trying to rezz the item again.

Re: Order # 1000046368225

Posted: Tue Aug 07, 2018 5:46 pm
by Rhonda Fearns
I did both and doesn't appear to have fixed the problem. The log file shows - [InventoryAccessModule]: Could not find asset f94a882a-7496-4259-9696-de2be83f34f1 for item Caenarfon Castle - Complete df46a2d3-a286-469a-b137-970a98617e0e for Metta Flanagan in RezObject(). I am a Mac user and I am using Singularity 2. Took me a while to figure out how to clear the cache as the directions appears mostly for windows.

Re: Order # 1000046368225

Posted: Tue Aug 07, 2018 6:06 pm
by Ilan Tochner
Are you able to rezz the 2 boxes inside the Kitely Market order delivery box?

When exactly do you get this error, can you please show me a screenshot?

Re: Order # 1000046368225

Posted: Fri Aug 10, 2018 7:23 pm
by Rhonda Fearns
Sorry for the delay in replying. I was off line and when I came back today I tried again for this item and received the error again. This is with caches cleared and a fresh boot on the server. Short story is, I copied the items to my inventory then in build mode as the directions specified, I dragged the castle down to a cleared region, get the ok green, click to rex and the error occurs. Attaching screen shots. The other item was problem free.

Later: What are your upload limits? No matter what I use for compression, the file is always too big for uploading, my 1.2 mg files aren't working.

Later Still: Can I just get a refund? This is proving to be a frustrating experience.

Re: Order # 1000046368225

Posted: Fri Aug 10, 2018 8:18 pm
by Ilan Tochner
I'm a bit unclear about the order of your actions. Where did you copy the items to your inventory from? The order box was delivered to your inventory.

Did you rezz ithe Kitely Market order box then drag the items from inside that rezzed box directly to your inventory? Or did you drag the boxes from inside the order box inworld first? Did you get the error when you rezzed the boxes containing the items or when you tried to rezz the items from inside those boxes?

Please rezz the order box then drag the boxes it contains inworld and let them rezz. Once that's done drag the items from inside the order box inworld and let them rezz. If you receive an error, at which of these step does it occur? (please attach a screenshot)

Please resize/crop and JPG compress your images so they are accepted by the forums. The maximum attachment size if 256KB.

Re: Order # 1000046368225

Posted: Sun Aug 12, 2018 12:02 am
by Rhonda Fearns
rezproblem2.png
This is what the inventory looks like after I have copied the files to inventory after resign the order.
rezproblem3.png
rezproblem3.png (16.91 KiB) Viewed 1435 times
this is the error after the attempt to pull the castle to the ground. The instructions for the castle say to Rez the castle while in build mode because it is such a large build.

Re: Order # 1000046368225

Posted: Sun Aug 12, 2018 12:43 am
by Ilan Tochner
Who set up your grid? It looks to be having issues retrieving assets that it reported as saved when our system delivered them to it.

Specifically, this may have to do with maximum blob size supported by your database settings. You may wish to increase that.

If you're able to fix the grid configuration then we can redeliver the order again.

If you're unable to update these configurations then we can refund that part of your order in Kitely Credits (we can't make partial PayPal refunds). But please note that this issue may prevent you from getting other complex items into your grid (from our marketplace and from elsewhere), so you may wish to address it sooner rather than later.

Please let me know how you wish us to proceed.