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Forums > Home› Neverwinter Game Support› Peer to Peer Tech Forum

Unable to connect to patch server

junkyardherojunkyardhero Member Posts: 2 Arc User
in Peer to Peer Tech Forum
Fine when I logged out last night. Today it has not been able to connect to the patch server, which prevents the game from loading at all.

AT&T Uverse
San Antonio, TX

Tracing route to patchserver.crypticstudios.com [208.95.185.41]
over a maximum of 30 hops:

1 2 ms 1 ms 1 ms homeportal [192.168.1.254]
2 * * * Request timed out.
3 26 ms 25 ms 26 ms 75.28.192.126
4 42 ms 36 ms 35 ms 12.83.39.17
5 * 46 ms 58 ms ggr3.dlstx.ip.att.net [12.122.138.17]
6 42 ms 47 ms 50 ms 192.205.37.50
7 74 ms 81 ms 191 ms nyk-bb2-link.telia.net [213.155.134.254]
8 91 ms 97 ms 96 ms bost-b1-link.telia.net [80.91.249.15]
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

Comments

  • khatmeowkhatmeow Member Posts: 5 Arc User
    Yeah, I'm constantly having the same issue... Everyday, in random times of the day. During the evening [gmt+2 timezone here] its a miracle i can actually sometimes connect.
  • krailovkrailov Member Posts: 302 Arc User
    You need to take that up with your service provider (painful as that is). Your internet provider is not 'reaching' the game servers, likely a bad routing issue at their end. You can also try a ping to the server to see if it is getting something through - pings only mean a small message is making it, but larger (game content) may not.

    Might is not always right - the powerful sometimes forget that.

    The Small Band
  • khatmeowkhatmeow Member Posts: 5 Arc User
    krailov said:

    You need to take that up with your service provider (painful as that is). Your internet provider is not 'reaching' the game servers, likely a bad routing issue at their end. You can also try a ping to the server to see if it is getting something through - pings only mean a small message is making it, but larger (game content) may not.

    Every time I try to call them concerning game connectivity thought, they give me those weird reactions that they have no clue what i'm talking about (there aren't that many gamers around Israel xD ... so its not common). So how do I exactly explain it to them?
  • krailovkrailov Member Posts: 302 Arc User
    Sounds like you may have the same issue that Semalda226 is having in "CONTINUOUS SNR AND DISCONNECTS (I'VE TRIED EVERYTHING)". Follow that thread here in Technical (and post to it as well your results). So Tracert first, then the ping - THESE are the things your ISP understands (and addresses) :smile:

    Once you give them a point of failure, they can investigate it - they do not need to know it is for a game - and as a matter of fact, I would just say "an important program is loosing connection to the States..."...

    Might is not always right - the powerful sometimes forget that.

    The Small Band
  • krailovkrailov Member Posts: 302 Arc User
    edited May 2016
    Also, be aware that it could also be a bandwidth issue for you - as in, your ISP has limited connection to the States, so you 'loose' the connection at certain times. I have that issue between 8:00pm and 9:30pm local time for me - my 'main' ISP does not have enough bandwidth to the States, and I loose connection because of Stan, Netflix, etc. (darn!). I have to switch to another ISP (I have another via my business), and even THEY drop every now and again, but are generally more reliable - just expensive! I do my big downloads and connections in the day or early morning on my main, but prime time - ya gotta pay!

    Might is not always right - the powerful sometimes forget that.

    The Small Band
  • khatmeowkhatmeow Member Posts: 5 Arc User
    krailov said:

    Also, be aware that it could also be a bandwidth issue for you - as in, your ISP has limited connection to the States, so you 'loose' the connection at certain times. I have that issue between 8:00pm and 9:30pm local time for me - my 'main' ISP does not have enough bandwidth to the States, and I loose connection because of Stan, Netflix, etc. (darn!). I have to switch to another ISP (I have another via my business), and even THEY drop every now and again, but are generally more reliable - just expensive! I do my big downloads and connections in the day or early morning on my main, but prime time - ya gotta pay!

    Well here's the results. I've been trying to connect to the patch server / game server for the past 40 minutes roughly and I keep getting that silly timeout on the patcher. And today the issue apparently added up to itself, and every time I do log in, I get 'server timed out' or something along these lines every few minutes. So I can barely run a single dungeon before I'm getting kicked off for no actual reason... . My ISP had no results for me, they said that everyone with them is fine [as they would always say ... so getting help from them is probably not going to happen. And there is no actual choice of other ISP's around here. They all use the same single line in israel, just call themselves different names].



    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 <1 ms <1 ms 8 ms 192.168.0.1
    2 8 ms 6 ms 9 ms 10.177.48.1
    3 10 ms 11 ms 11 ms pt-hot-S.con.hotnet.net.il [213.57.0.230]
    4 * 10 ms 10 ms ae1.201.pt.mx-hot-S.con.hotnet.net.il [213.57.0.229]
    5 12 ms 13 ms 13 ms ae7.50.hfa.mx-mx.con.hotnet.net.il [213.57.0.250]
    6 76 ms 71 ms 71 ms be4642.ccr21.ams06.atlas.cogentco.com [149.14.92.113]
    7 71 ms 71 ms 71 ms be2287.ccr41.ams03.atlas.cogentco.com [154.54.60.173]
    8 81 ms 82 ms 81 ms be2182.ccr21.lpl01.atlas.cogentco.com [154.54.77.246]
    9 148 ms 149 ms 147 ms be2386.ccr21.bos01.atlas.cogentco.com [154.54.44.161]
    10 148 ms 147 ms 148 ms te0-0-1-0.rcr11.b002133-1.bos01.atlas.cogentco.com [154.54.46.134]
    11 145 ms 161 ms 146 ms 38.111.40.114
    12 151 ms 148 ms 147 ms 198.49.243.253
    13 146 ms 159 ms 146 ms 10.251.192.21
    14 156 ms 147 ms 147 ms xboxpatchserver.crypticstudios.com [208.95.185.41]

    Trace complete.

    ===============


    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:
    0 Khat [192.168.0.103]
    1 192.168.0.1
    2 10.177.48.1
    3 pt-hot-S.con.hotnet.net.il [213.57.0.230]
    4 ae1.201.pt.mx-hot-S.con.hotnet.net.il [213.57.0.229]
    5 ae7.50.hfa.mx-mx.con.hotnet.net.il [213.57.0.250]
    6 be4642.ccr21.ams06.atlas.cogentco.com [149.14.92.113]
    7 be2287.ccr41.ams03.atlas.cogentco.com [154.54.60.173]
    8 be2182.ccr21.lpl01.atlas.cogentco.com [154.54.77.246]
    9 be2386.ccr21.bos01.atlas.cogentco.com [154.54.44.161]
    10 te0-0-1-0.rcr11.b002133-1.bos01.atlas.cogentco.com [154.54.46.134]
    11 38.111.40.114
    12 198.49.243.253
    13 10.251.192.21
    14 xboxpatchserver.crypticstudios.com [208.95.185.41]

    Computing statistics for 350 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 Khat [192.168.0.103]
    0/ 100 = 0% |
    1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
    0/ 100 = 0% |
    2 --- 100/ 100 =100% 100/ 100 =100% 10.177.48.1
    0/ 100 = 0% |
    3 11ms 0/ 100 = 0% 0/ 100 = 0% pt-hot-S.con.hotnet.net.il [213.57.0.230]
    0/ 100 = 0% |
    4 11ms 0/ 100 = 0% 0/ 100 = 0% ae1.201.pt.mx-hot-S.con.hotnet.net.il [213.57.0.229]
    0/ 100 = 0% |
    5 14ms 0/ 100 = 0% 0/ 100 = 0% ae7.50.hfa.mx-mx.con.hotnet.net.il [213.57.0.250]
    0/ 100 = 0% |
    6 71ms 0/ 100 = 0% 0/ 100 = 0% be4642.ccr21.ams06.atlas.cogentco.com [149.14.92.113]
    0/ 100 = 0% |
    7 72ms 0/ 100 = 0% 0/ 100 = 0% be2287.ccr41.ams03.atlas.cogentco.com [154.54.60.173]
    0/ 100 = 0% |
    8 81ms 0/ 100 = 0% 0/ 100 = 0% be2182.ccr21.lpl01.atlas.cogentco.com [154.54.77.246]
    0/ 100 = 0% |
    9 149ms 0/ 100 = 0% 0/ 100 = 0% be2386.ccr21.bos01.atlas.cogentco.com [154.54.44.161]
    0/ 100 = 0% |
    10 146ms 0/ 100 = 0% 0/ 100 = 0% te0-0-1-0.rcr11.b002133-1.bos01.atlas.cogentco.com [154.54.46.134]
    0/ 100 = 0% |
    11 149ms 0/ 100 = 0% 0/ 100 = 0% 38.111.40.114
    0/ 100 = 0% |
    12 148ms 0/ 100 = 0% 0/ 100 = 0% 198.49.243.253
    0/ 100 = 0% |
    13 --- 100/ 100 =100% 100/ 100 =100% 10.251.192.21
    0/ 100 = 0% |
    14 148ms 0/ 100 = 0% 0/ 100 = 0% xboxpatchserver.crypticstudios.com [208.95.185.41]

    Trace complete.

    =======

    I don't know if that's of any help. I'd really actually want to find myself logging in whenever I want to without issues :| ....


  • krailovkrailov Member Posts: 302 Arc User
    Note that when you speak to your ISP, you need to state that the information is time sensitive. Most internet traffic can absorb delays (like web pages or buffering video), so losing some info/delays is not a big issue - the webpage takes longer to appear, that is all. However, the game is like Skype - it MUST send and receive a certain amount of information in a timely manner - too much delay, or to many lost packets, and the connection is 'lost'. Your ISP is correct in that most people are fine, but you have a specific problem which they need to address.

    This means you need to do the work for them, as they have no 'problem' at their end. You should read this article to help you troubleshoot it further:
    https://telconotes.wordpress.com/2013/03/15/how-to-troubleshoot-packet-loss-with-ping-command/

    Start with a baseline to another service provider (like Google's DNS server: 8.8.8.8). Tracert first (keep all the results), then "ping 8.8.8.8 -t". Let it go for 5 minutes, then control C - you'll see if you have lost any packets and this may indicate a common routing problem with the Cryptic server (Compare Google and Cryptic tracerts until they diverge in routing). You will need to do this at various times of the day over several days. At the same time, you can also do the same to the Cryptic server (just open another DOS window). You may need to find another server that is comparible to the number of hops and similar location if Google's routing is totally different from Cryptic.

    I noticed that there was a drop of a packet at #4 (ae1.201.pt.mx-hot-S.con.hotnet.net.il [213.57.0.229]), so I would also do a "ping 213.57.0.229 -t" for about 5 minutes to that one - are you getting consistent loss with that? That is a server in Israel, so your ISP can definitely do something about that!

    Keep working your way through the tracert lists (Google and Cryptic) pinging the various servers for 5 min or so, and seeing where the packet loss stops (or is very few). Painful, but your ISP will not act until you provide evidence of where the problem lies. In my case it is on the US side, so now I will have to lobby them to change the routing servers....

    Might is not always right - the powerful sometimes forget that.

    The Small Band
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