Unable to connect to server?!

klevin
klevin Posts: 5 Arc User
edited December 2008 in Support Desk
Launcher is unable to get online access "Update server connections fails please try other update server"

upon launching game a NOTICE comes up befor the log in screen "the page cannot be found"

after attempting to log in "unable to connect to server"

I allowed the game on my fire wall, and i already mannualy installed the patches, it seems as if the launcher and game are connecting to the internet. :confused:
Post edited by klevin on
«13

Comments

  • klovasos16
    klovasos16 Posts: 1 Arc User
    edited September 2008
    im having the same issue, some help would be nice (i even went as far as just shutting my firewall down)
  • klevin
    klevin Posts: 5 Arc User
    edited September 2008
    i have done some research, and is seems that alot of people are having this problem but no one has any answers, some tech support would be nice :D
  • tjcongrove1
    tjcongrove1 Posts: 3 Arc User
    edited September 2008
    I'm on board here too, I'm not behind any firewalls and my connection ports are unblocked and available.
  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited September 2008
    If you all are on Win XP, run a trace route:

    1) In XP, click on Start > click on Run > type in "cmd"
    2) On this screen type in (exactly as it is typed here): tracert 64.74.217.11
    Please note there is a space between "tracert" and "64.74.217.11"
    3) Wait until it bring a message back and a full log. Maximize (enlarge) the window as large as it will go and hopefully all of the text will be able to fit into the screen.

    If you have Vista, you can grab and install the software here, called Visual Route:

    http://download.visualware.com/networkmonitoring/index.html

    Enter the patch server number above into the software.

    IP addresses (ignore the letters a,b,c, they are there for listing purposes only). You can allow for these IP addresses, or ask your ISP, school, etc; to allow them for your traffic. Same thing with your anti-virus and security software.

    These tools will allow you to see where on the net the packets are hanging up, which might help you narrow down what is going on when trying to patch.
    You can try the IP addresses below if you are having any problems connecting to the game servers as well.


    www.perfectworld.com
    a. 64.74.129.32
    b. 64.74.129.33

    Heaven's Tear (PVE) pwigc4.perfectworld.com
    a. 29000:64.74.134.61
    b. 29000:64.74.134.62
    c. 29000:64.74.134.63
    d. 29000:64.74.134.64
    e. 29000:64.74.134.38
    f. 29000:64.74.134.39
    g. 29000:64.74.134.59
    h. 29000:64.74.134.60

    Lost City (PvP) pwigc3.perfectworld.com

    a. 29000:64.74.134.57
    b. 29000:64.74.134.58
    c. 29000:64.74.134.31
    d. 29000:64.74.134.32
    e. 29000:64.74.134.53
    f. 29000:64.74.134.54
    g. 29000:64.74.134.55
    h. 29000:64.74.134.56

    Patch server http://pwipatch.perfectworld.com/patch/

    a. 64.74.217.11
    Do you need help learning about patching the game, installing it, changing antivirus/firewall settings, changing network settings, learn how to use a computer, keeping your PC maintained and more?
    Visit our BRAND NEW Knowledge Base & Support Website! - Tech Support Flowchart - Panda Caught on Camera
  • klevin
    klevin Posts: 5 Arc User
    edited September 2008
    im running XP and when i ran a trave route, all that came up was
    ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
    C:\>tracert 64.74.217.11
    Tracing route to 64.74.217.11 over a maximum of 30 hops

    1 * * * Request timed out.
    2 * * * Request timed out.
    3 * * * Request timed out.
    4 * * * Request timed out.
    5 * * * Request timed out.
    6 * * * Request timed out.
    7 * * * Request timed out.
    8 * * * Request timed out.
    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.

    ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited September 2008
    That is on your end for sure. You are getting no packets from your computer out to our servers for some reason.

    Make sure you have your ports open to 29000 on your router. Try bypassing your router and plug your computer directly into your cable or DSL modem.

    Change your settings in your antivirus/security/firewall software to allow for all of the IP addresses listed here (please read thoroughly):

    http://pwi-forum.perfectworld.com/showthread.php?t=36841

    Or try disabling all of your AV software and see if that helps.

    If you are on a university owned property or connection, you may have to talk with their system administrator(s) to allow for the game traffic and IP addresses.

    You may also need to call your ISP (internet service provider) and ask them to set priority for packets from your location for the game.

    Could you all list your ISPs here, your connection speed that you were told you have by your ISP, and where in the world you are? (closest major city is fine and country of origin)
    Do you need help learning about patching the game, installing it, changing antivirus/firewall settings, changing network settings, learn how to use a computer, keeping your PC maintained and more?
    Visit our BRAND NEW Knowledge Base & Support Website! - Tech Support Flowchart - Panda Caught on Camera
  • klevin
    klevin Posts: 5 Arc User
    edited October 2008
    Verison DSL
    100.0 Mbps
    Philadelphia, U.S
  • darthpanda16
    darthpanda16 Posts: 9,471 Arc User
    edited October 2008
    Call up Verizon, and ask them if they could give priority to the IP addresses for the game.

    Are you using someone else's internet access? Wireless from a laptop?

    If you are using wireless, try connecting your PC directly into the cable modem (with an ethernet cable or USB cable for the modem to your PC)

    If you have to first dial-in to make the DSL connection, you may have to change some settings within the Verizon software to see if anything is being blocked by your DSL modem.
    Do you need help learning about patching the game, installing it, changing antivirus/firewall settings, changing network settings, learn how to use a computer, keeping your PC maintained and more?
    Visit our BRAND NEW Knowledge Base & Support Website! - Tech Support Flowchart - Panda Caught on Camera
  • klevin
    klevin Posts: 5 Arc User
    edited October 2008
    ok well i called Verison, all they realy said was that that i should be connected, and that dealing with other companies games, is out of there support range.

    i have a wireless router, that im not uses wile trying to get this game to work, and my DSL does not have to dial-in

    do you have any more suggestions?
  • verendus
    verendus Posts: 2 Arc User
    edited October 2008
    Just curious if anyone had any updates on this particular problem? I'm getting the same error on every server I attempt to connect to. Ran a tracert to one of the server IPs and got back the following:
    Tracing route to 64.74.134.57 over a maximum of 30 hops

    1 <1 ms <1 ms <1 ms 64.74.134.57
    2 6 ms 7 ms 7 ms 96-28-48-1.dhcp.insightbb.com [96.28.48.1]
    3 6 ms 7 ms 7 ms 74-128-16-177.dhcp.insightbb.com [74.128.16.177]

    4 9 ms 6 ms 7 ms 74.128.8.233
    5 38 ms 38 ms 38 ms sl-gw25-atl-13-0-0.sprintlink.net [144.232.212.2
    49]
    6 34 ms 33 ms 33 ms sl-crs2-atl-0-5-3-0.sprintlink.net [144.232.22.1
    3]
    7 38 ms 37 ms 38 ms sl-bb20-nsh-15-0-0.sprintlink.net [144.232.9.125
    ]
    8 35 ms 34 ms 33 ms sl-crs2-kc-0-10-3-0.sprintlink.net [144.232.20.2
    26]
    9 76 ms 73 ms 74 ms sl-crs2-stk-0-8-2-0.sprintlink.net [144.232.20.1
    69]
    10 75 ms 73 ms 74 ms sl-crs2-sj-0-12-0-1.sprintlink.net [144.232.9.22
    7]
    11 75 ms 74 ms 74 ms sl-st22-sj-9-0-0.sprintlink.net [144.232.18.182]

    12 74 ms 76 ms 74 ms sl-internap-150417-0.sprintlink.net [144.223.242
    .86]
    13 74 ms 73 ms 75 ms border1.pc2-0-bbnet2.sje.pnap.net [66.151.144.68
    ]
    14 * * * Request timed out.
    15 * * * Request timed out.
    16 * * * Request timed out.

    So the timeout is happening on the 13th hop, this "pnap.net" server. This is the same server that Caladon is having, per this thread - http://pwi-forum.perfectworld.com/showthread.php?p=710661.

    For me, I'm running on a 25mbps connection through Insight Communications in Louisville, Ky, US. I'm using a wired connection through a router, a Linksys WRT54G. Port forwarding is set for port 29000 to my computer. The router and PC are in separate rooms, so bypassing the router isn't really an option, obviously - Though I suspect that wouldn't have any affect, considering I am getting past my router, and even my ISPs gateway, but not getting to the actual game server, stopping at the aforementioned pnap.net.

    I'd call Insight and ask them about "giving priority to the IP addresses for the game", but uh.. let's just say that I know from previous, professional experience that they'll give me the same thing Verizon said, that it isn't within their support scope. The way ISPs typically seem to see it is like this: "Can you access a website? Then you're getting what you pay for." >.<

    If anyone has any suggestions, particularly anyone on the IT side of Perfect World Entertainment, I'd really like to hear from them. This certainly isn't an isolated incident, and I'm sure I'm not alone in saying I'd like to see a resolution to this so I can see what this game is all about. =P

    Thanks so much in advance for any help anyone can provide. Cheers!
  • Alyxia - Heavens Tear
    Alyxia - Heavens Tear Posts: 1 Arc User
    edited October 2008
    Can't update either

    Tracing route to 64.74.217.11 over a maximum of 30 hops

    1 17 ms 99 ms 99 ms speedtouch.lan [192.168.1.254]
    2 9 ms 8 ms 9 ms 195.190.249.73
    3 12 ms 13 ms 13 ms iawxsrt-dc2-bb21-ge-5-0-0.328.wxs.nl [213.75.1.2
    13]
    4 219 ms 16 ms 216 ms 208.49.200.129
    5 175 ms 174 ms 174 ms INTERNAP.te1-3.ar1.snv2.gblx.net [64.210.28.142]

    6 175 ms 175 ms 175 ms border1.pc2-0-bbnet2.sje.pnap.net [66.151.144.68
    ]
    7 * * * Request timed out.

    Would seem that there's something wrong with or after border1.pc2-0-bbnet2.sje.pnap.net.
  • Mosabi - Heavens Tear
    Mosabi - Heavens Tear Posts: 378 Arc User
    edited October 2008
    I have something called tasks.data when I try to patch ubdate it just wont download what should I do??
    Is Back once more.

    sorry med school needs some time.
  • porridge00
    porridge00 Posts: 0 Arc User
    edited October 2008
    Mosabi - Heavens Tear wrote: »
    I have something called tasks.data when I try to patch ubdate it just wont download what should I do??

    I'm having the same problem too... WIll someone advise?
    Cherish what you have... Do not regret when you lose it...
  • Aryannaveno - Sanctuary
    Aryannaveno - Sanctuary Posts: 825 Arc User
    edited October 2008
    tasks.data

    Hope that helps.
  • muff
    muff Posts: 1 Arc User
    edited October 2008
    I can connect intermittently but the latency/lag in game goes up to 30-60 seconds and then the connection just dies. This is since the patch, or at least it wasn't an issue for the weeks previous

    I also get the blockage after border1.pc1-0-bbnet1.sje.pnap.net [66.151.144.4] as the cause.
    I am in the UK, ISP - Nildram DSL

    Cheers
  • verendus
    verendus Posts: 2 Arc User
    edited October 2008
    Alyxia - Heavens Tear wrote: »
    Can't update either

    Tracing route to 64.74.217.11 over a maximum of 30 hops

    1 17 ms 99 ms 99 ms speedtouch.lan [192.168.1.254]
    2 9 ms 8 ms 9 ms 195.190.249.73
    3 12 ms 13 ms 13 ms iawxsrt-dc2-bb21-ge-5-0-0.328.wxs.nl [213.75.1.2
    13]
    4 219 ms 16 ms 216 ms 208.49.200.129
    5 175 ms 174 ms 174 ms INTERNAP.te1-3.ar1.snv2.gblx.net [64.210.28.142]

    6 175 ms 175 ms 175 ms border1.pc2-0-bbnet2.sje.pnap.net [66.151.144.68
    ]
    7 * * * Request timed out.

    Would seem that there's something wrong with or after border1.pc2-0-bbnet2.sje.pnap.net.

    I tried going to pnap.net in a web browser, which redirected to internap.com.. From there, I found this: http://www.internap.com/solutions/pages/productivity/page2170.html. So, I'm guessing this is some kind of a gateway or central hub of sorts for the servers for Perfect World - If so, this seems to indicate that the problem is that this company is literally refusing connections to the game servers. Obviously, only a small handful of people are having this problem (otherwise, I would have found more threads like this on Google, lol), so I'm not sure why it would be so.. intermittent.

    * Update - After posting this, I went ahead and gave it another shot. There was a new update, which installed fine. After, I was able to log in, create a character and play. So far, the game seems to be running fine - No latency issues. Maybe something in this patch resolved the problem?
  • didverisku
    didverisku Posts: 9 Arc User
    edited October 2008
    i have this problem,too.

    1) When i start the game it says "connecting to server...." after a few minutes it says " Update server connection fails. Please try another update server".
    2) the website can
  • didverisku
    didverisku Posts: 9 Arc User
    edited October 2008
    i have this problem,too.

    1) When i start the game it says "connecting to server...." after a few minutes it says " Update server connection fails. Please try another update server".
    2) the website can
  • didverisku
    didverisku Posts: 9 Arc User
    edited October 2008
    i have this problem,too.

    1) When i start the game it says "connecting to server...." after a few minutes it says " Update server connection fails. Please try another update server".
    2) the website can
  • didverisku
    didverisku Posts: 9 Arc User
    edited October 2008
    i have this problem,too.

    1) When i start the game it says "connecting to server...." after a few minutes it says " Update server connection fails. Please try another update server".
    2) the website can not also open
    3) if i ignored that all and although start the game there is standing first: "the page could not be found" or something like that and second when i login " unable to connect to server"

    What can i do?

    I have: add port 29000 to firewall and router
    tried to download patch and install manual
    deinstall and install new

    NOTHING HELPED, PLEASE I NEED HELP I LIKE THE GAME SO MUCH!!!!!!!!!!!!!!
  • gattsuru
    gattsuru Posts: 3,184 Arc User
    edited October 2008
    Have you recently made an update to your system security software, or are you running something like PeerGuardian? Something's blocking the PerfectWorld client from accessing the internet.
    [SIGPIC][/SIGPIC]
  • moiraine
    moiraine Posts: 0 Arc User
    edited October 2008
    6 33 ms 40 ms 39 ms bb-fra-pl2.airbites.net [195.170.181.5]
    7 32 ms 39 ms 40 ms i00ffm-015-por1.bb.ip-plus.net [164.128.33.89]
    8 38 ms 38 ms 39 ms i00dcx-015-xxx2-1.bb.ip-plus.net [138.187.130.218]
    9 43 ms 42 ms 49 ms i68ixe-005-xxx2-4.bb.ip-plus.net [138.187.129.173]
    10 89 ms 61 ms 61 ms i00lon-015-xxx2-1.bb.ip-plus.net [138.187.129.110]
    11 60 ms 64 ms 74 ms ge1-0.ar2.lon2.gblx.net [195.66.224.112]
    12 211 ms 204 ms 210 ms INTERNAP.te1-3.ar1.snv2.gblx.net [64.210.28.142]
    13 211 ms 199 ms 199 ms border1.pc2-0-bbnet2.sje.pnap.net [66.151.144.68]
    14 * * * Request timed out.
    15 * * * Request timed out.


    who's that router belongs to?!
    connecting via other ISP helps - but it's WCDMA connection via mobile networks, which is much slower and less stable that my main cable connection....

    Can PWi Team investigate that?

    awaiting your answer
  • gattsuru
    gattsuru Posts: 3,184 Arc User
    edited October 2008
    66.151.144.68 is related to the PWE server ISP; it's intentionally blocking all access for ICMP-8 packets for security purposes. That your ping stops there is intended.
    [SIGPIC][/SIGPIC]
  • moiraine
    moiraine Posts: 0 Arc User
    edited October 2008
    OK understood.
    So where the problem is?
    I can play via mobile connection (WCDMA) which is far too laggy for comfortable playing (packet transmition) and via my cable connection servers timing out...
    PWi - HELP - we pay you :P
  • gattsuru
    gattsuru Posts: 3,184 Arc User
    edited October 2008
    Do you have a hardware or software firewall enabled on your cable connection or ethernet connection, including the Windows Firewall, Comodo Firewall, Norton, or PeerGuardian?
    [SIGPIC][/SIGPIC]
  • didverisku
    didverisku Posts: 9 Arc User
    edited October 2008
    I have firewall and other things checked out, everythink is allright. I dont know where the problem is. I have opened the ports 29000 in firewall and led also the game comunicate to server of PWI!!!!

    What can i do to solve the problem, i dont know i have everything tried.
  • moiraine
    moiraine Posts: 0 Arc User
    edited October 2008
    hm.. i did nothing on my notebook.. no reconfiguration.. nothing
    and it works somehow..
  • Vixenish - Heavens Tear
    Vixenish - Heavens Tear Posts: 85 Arc User
    edited October 2008
    klovasos16 wrote: »
    im having the same issue, some help would be nice (i even went as far as just shutting my firewall down)


    i would NEVER shut my firewall off al of theway for ANY game. as someone who plays alot of MMOPRG games. its so easy to get ****. or recive keyloggrs or other viruses. i would suggest emabling it imediatly if you playother games.
  • algeroth1
    algeroth1 Posts: 1 Arc User
    edited October 2008
    Fiirst apologize my English am from Czech rep.

    Here is log, game always function, yesterday too.

    Microsoft Windows XP [Verze 5.1.2600]
    (C) Copyright 1985-2001 Microsoft Corp.

    C:\Documents and Settings\PC>tracert 64.74.217.11

    V
  • Aryannaveno - Sanctuary
    Aryannaveno - Sanctuary Posts: 825 Arc User
    edited October 2008
    Check this thread:

    http://pwi-forum.perfectworld.com/showthread.php?t=95762

    Servers are currently down!
This discussion has been closed.

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