'Unable to connect to service' phone change/registration #12839
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Same thing here, |
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The same problem also with me with a new number. Signal version: 6.13.6 I have to confirm after entering the new number two times (!) that I am a human. Workaround: Use another random number and select the correct number after the second hCaptcha requests. Then I receive the registration SMS and can enter the code, and get the message: Error connecting to service. After entering the Signal security code correctly several times, I get blocked here as well. |
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Hi guys! Unfortunately we're currently in Play Store release purgatory. This issue is fixed in 6.14. |
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I'm encountering this too. Will 6.14 fix this for me too or am I encountering something else? Signal Version: 6.13.6
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@yarsiemanym yes, it's highly likely |
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Same problem here. When trying to change the phone, I first got the "Unable to connect to service. Please check network connection and try again" after entering the verification code. So I tried again, got a second code which failed with the same message. Now I always get a time penalty after the two hCaptchas, no matter how long I wait (e.g. it says "Try again after 04:31:15" and I try again after 10 hours the next morning). I've already reached out to Signal support, but they only replied with a standard message and kept silent from then on. :unamused: Fun fact: Trying to restore the Signal registration on the old phone yields the same error (two hCaptchas, immediate time penalty), so I'm basically locked out from Signal and have to resort to worse alternatives. It's great to see that I'm not alone in the boat. Fresh LineageOS 19.1 on Best, |
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For everyone encountering this issue, we've pushed a 6.13.7 to our website. Please try with that build as it has the hopefully fixes for this problem. It'll also be available via Play Store once it's approved. |
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I can confirm that 6.13.7 fixes the registration problem. 🎉 Thanks a lot. 👍 There were still two oddities:
HTH, |
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I updated to version 6.13.7 from the Google Play Store and it didn't solve the problem for me. I do not see a Captcha. I click Continue, it attempts to send me a verification code, and fails with "Unable to connect to service." I do not receive a verification code. After a couple of attempts, it puts me in timeout for a few hours. Here are the logs from |
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I just realized that the logs above are from an attempt with my VPN connected. For grins, I tried again with my VPN disconnected. This time, rather than getting the "Unable to connect to service" message, the app crashes. |
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Same here. 'Unable to connect to service' prompted on 6.13.6 and 6.13.7. |
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Thanks all. @yarsiemanym appreciate the logs, looks like a new issue, we're looking into it immediately. @alvinHRFM feel free to email me logs or post the link here to get help from our side, without them, not much we can do. |
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6.13.8 fixed this registration problem. Now I'm back to where I was originally: no push notifications. What info can I provide to help debug that? |
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@yarsiemanym You can open a new issue and include a link to a debuglog. Looks like the original issue has been fixed. Thanks! |
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I've faced this issue on both the latest stable and beta released on Google Play. I don't think it got fixed but ATM I'm unable to provide a debuglog (got banned for a day due to frequent retries). Might be worth having a second look? |
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@rany2 Please provide a log when you can, you're likely facing a different variation of the issue |
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@greyson-signal This is the log on 6.13.8 Stable (worth noting is that it also doesn't work on the beta but if you want the logs for beta, I could send them too): |
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@rany2 Hmm, so you've hit a 502 when requesting an SMS code. That means that our SMS provider couldn't send you an SMS for some reason. There's certain countries or telecom providers where sending SMS may be difficult or intermittent. That may be what's happening to you? |
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@greyson-signal Yes, this seems like the case. I just tried with my US SIM and it seems to be working. At any rate, the error needs to be more useful than this... |
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Same issue on 6.13.8, here is the log: I tried to register the same number with the same SIM in the iOS version and succeeded. |
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@alvinHRFM weird, in my case it worked instantly on Android with my US SIM. It would make sense if they were using different verification services for iOS. |
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Same problem here as the original post using 6.16.2 on grapheneOS |
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I am a legitimate user encountering same problems as described in this thread. I am unable to change my phone number. I am also using a de-googled Android phone. Apparently, that makes me a spammer and therefore I am not allowed equitable access to Signal features such as changing phone number. |
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I'm also experiencing this issue. GrapheneOS without Google. |
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@ew0k @codeonblocks Can you please share debuglogs? We need to be able to see the specific error you're hitting. |
I can't share debug logs because I can't login. However, I downgraded to a lower version and I was able to get a different pop-up which showed that I was locked out for over 3 hours. |
clark-signal
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Jul 13, 2023
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Still facing this issue. I'm having trouble registering my phone number on Signal. I keep getting the message "Unable to connect to service. Please check network connection and try again." When I retry, I get temporarily banned for about 4 hours, and this cycle repeats. Sometimes, it repeatedly asks for a captcha. Device: Samsung M32 |
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Hi @RHJihan, please upload a debug log so we can try to diagnose your issue. |
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Same issue pls help I'm having trouble registering my phone number on Signal. I keep getting the message "Unable to connect to service. Please check network connection and try again." When I retry, I get temporarily banned for about 4 hours, and this cycle repeats. Sometimes, it repeatedly asks for a captcha. |
I cannot login in the Signal app, so I did not find a way to generate the debug log. |
You can generate a debug log by tapping 8 times on the header in any screen during registration. |
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same here, country Iraq, I try with and without a Vpn Edit: |
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I have run into this several time when setting up Signal for myself and family. Enabling a US VPN allowed me to register, perhaps Signal does some matching of the IP to area code. If you are running into this issue I would suggest using a VPN, Riseup is on FDroid if you need a free one. |
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Just had this problem when trying to restore on new phone from local backup. After backup file was processed i was asked for phone number where sms was supposed to be send but i was getting this OP error , tried both wifi and mobile data but no luck. What worked for me (maybe just pure luck) i noticed there is updated version of signal on playstore so i manually updated and then it worked... @minosimo : I hope they dont (match IPs) because that would be stupid thing to do, as a) its none of their business (to policy users in such way) b) whenever you are out of home you would have problem to restore... |
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Hello everyone,
I was changing my phone and after doing a backup and was trying to register my phone I received the following message:
'Unable to connect to service. Please check network connection and try again'.
I have tried several times but unfortunately I keep getting blocked for a set amount of time after trying to register.
I very much hope that this issue can be fixed as fast as possible.
Thank you in advance.
Edit: I use a Samsung device SM-S918 and Signal is downloaded from the playstore.
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