I had this same problem, still do sometimes, espically if I get duplicate char names, two people who try to make a charector with the same name, seems to break both and leave a record making it impossible for them to log in, have had to delete account records and charector records to fix it, (not sure if thats normal that two people can create same char name and have it work at times but if they both try to log in, BOOM big troubles) not sure if this helps anyone, but all I had to do was clear the charector records the few times its happened... hope it helps, if not sorry for wasteing your time with my minor attempt at help
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