Login Troubleshooting - "Verifying you are human."

If you are encountering issues regarding Cloudflare or CAPTCHAs that are preventing login due to a "Verifying you are human." loop then please try the steps outlined below.

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Overview

Cloudflare analyzes incoming traffic to Roll20 and considers a wide variety of factors relating to network, device, and browser activity and health to determine if a connection is secure. These factors can relate to an Internet Service Provider, geolocation, IP Address, or even certain browser extensions. Ultimately Cloudflare is looking for anything suspicious when performing a review to protect against potentially malicious traffic.

Occasionally, Cloudflare can hit a false positive and as a result you may encounter a loop of CAPTCHAs and verification. Below outlines steps you can take that may help resolve the issue and indicate what might be the cause for the false positive.

Restart the device

Restarting your device can clear bad session data that may be resulting in a verification loop.

Ensure the browser is up-to-date

An out of date browser can occasionally trigger a verification loop and an update will ensure your device is using the most up to date browser security features.

Disable Extensions

Extensions contribute to what is considered a "fingerprint" that Cloudflare checks. Disabling your extensions can force this to update as well as potentially address possible causes to what lead to the false positive.

Try in Incognito or Private Browsing

Incognito (Chrome) or Private Browsing (Firefox) offers ways to access sites without historical browsing data. This also treats this window as a fresh session with new cache and cookies.

Try Clearing Cache and Cookies

Clearing you cache and cookies can also be a method to clear bad browsing data that could be resulting in the verification loop.

Disable Extensions

Some extensions can inject content and scripts into the browser. Some can modify network behavior and visibility such as with VPNs. Temporarily disabling extensions may resolve the cause for a verification loop.

Check with a different device

If you have another device such as a laptop, tablet, or smartphone, try logging in from there to see if the loop persists.

Modify the network connection

Attempting with a new connection type (i.e. wifi or ethernet) or through a different network or mobile hotspot can potentially address the cause of the verification loop.

Check with VPN

VPNs can both help and hinder in these issues as it is entirely depending upon the overall network profile. We recommend trying both with and without a VPN to find the solution that works best for your connection.

Check Firewall or Antivirus

Double check that Roll20 is an allowed site for your firewall and antivirus systems. Occasionally these tools and modify how pages are loaded and trigger Cloudflare to check the connection.

Change DNS Service (Domain Name System)

Occasionally your Internet Service Provider (ISP) may have issues with their DNS and how it establishes connections. DNS services also can provide additional layers of security to your connection. Below are some DNS services known to have secure connections with Roll20:

Flush DNS

Similar to a cache clear, flushing DNS can clear out invalid or old entries which may be causing problems.

For Windows

  • Open Command Prompt
  • Type "ipconfig /flushdns" (without the quotes)

For Mac

  • Open Terminal
  • Within the prompt type "sudo killall -HUP mDNSResponder && echo macOS DNS Cache Reset" (without the quotes)

Reset Your Router

Unplugging your router for 5 to 10 minutes then rebooting should be enough to allow for a new dynamic IP address to be issued. This will allow for a new/fresh connection to be established to connect with Roll20.

Contact your Internet Service Provider (ISP)

Occasionally Cloudflare can flag an ISP or a region for suspicious traffic which can cause a verification loop. Unfortunately, these can be a bit trickier to fully resolve, though in some cases a VPN may help to workaround the issue.

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