Quick reply (more later, I’ll drop you a PM):
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I can’t find “deanna” at all in any logs (was that the name she put in the name box?), which would simply mean she can’t connect to the connection server at all. That would indicate a general internet problem or a firewall issue on her end.
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I can see why Ali fails, here is an excerpt of the log (Aug 19th):
2013-08-19 03:54 register: A…, magic: 2851 31410
2013-08-19 03:55 unregister A…
2013-08-19 03:55 register: A…, magic: 89127 77618
2013-08-19 03:55 startSession: 2851 31410 not found
(“magic” stands for the key, obviously. And don’t worry about the timestamps, different country.)
That means Ali logged in and got given the key 28…, then he logged out, logged in again and got 89…, then somebody tried to connect using the “old” key 28…
Maybe he double-clicked the login button? Have to check if that can happen…but then he should have seen the new key.
As said, I’ll drop you a PM later, maybe we can try a connection if that was ok with you?
Thanks for staying tuned!