Lapis the Nevrean

Context

Thursday night, Twitch began experiencing issues with their platform, making various creator services inaccessible. — Twitch supposedly fixed these issues, but for a number of people, including myself, the issue persisted on some of our devices.

Now, I use macOS & Safari, and this will be important in a moment; I followed the usual troubleshooting steps before contacting support; clear the cookies, the cache, disable any proxies, use another device (works there!) restart the browser, try an incognito tab, disable any ad-blocker, etc.

I contact support. They ignore all of this; First all, clearing cookies logged me out entirely (of course) and now I cannot log in, and for some asinine reason, their website both:

1. Requires login for 75% of their support "subjects"
2. Lack a subject under the login category for "I can't log in"; only 2FA and lost password.

I chose the 2FA option, put in the subject that it is an issue with safari and an issue with login not 2FA. A bot responds about 2FA. Great. I reply back to escalate reiterating my issue in summary.

Human responds… with information about "unsupported" browsers, a bunch of troubleshooting steps I already tried, and troubleshooting steps for Windows. Both the subject and the ticket indicate I am on Mac, and Safari is supported, contrary to what support said.

I respond in a 13-item listed response how they failed to read my ticket, my responses, and are not even giving me the right troubleshooting. They respond with even MORE Windows-centric troubleshooting and steps that either do not apply or I already tried.

I respond in 36pt font to please escalate further as they have failed to read my emails and ticket. They respond by closing my ticket and saying if I followed the troubleshooting thats all they can do.

So now I either have to kludgedly use everything but my main machine or just not use Twitch at all just to manage my channel.

Twitch has one of the worst customer support experiences known to man. If anyone knows anything about fixing these sorts of issues or knows someone @ Twitch on their web team, please respond or share.

Technical details for the technical minded:

---

Before I cleared my cookies, Twitch was reporting a bunch of 403, 404, and GraphQL errors in the browser console.

After clearing everything, and trying to log in, the twitch website returns an Error 400: Bad Request when attempting to log in, on a network request to passport.twitch.tv. The details of this request in the header report "Error with Cloudfront", and the contents, error 5025 is reported.

Amusingly, Twitch does not have an error message for this, so instead they show the "unsupported browser" response instead.

I nuked all cookies and cache and browser data related to Twitch, Amazon, Cloudfront, and any CDN I could find or that was listed in the network requests list when monitoring the website. Nothing.

The only thing I haven't done is nuke Safari, which is not an option for a multitude of reasons. I also will not be using a different browser for privacy, security, and convenience reasons.

**Interestingly, a private ("incognito") tab doesn't work, which flies directly in the face of previous support to others suggesting this is something "cached", unless Twitch has found a way to break Safari's private browsing.

If anyone knows of any site I may have missed cookies for, or if there's some weird trick to remedy this, please let me know.

Update: Tried a fresh install of the Safari Technology Preview. It too fails there.