Version 423

Hagrid - Dreamweaver

I have Windows Vista and ever since the update to the new version have not been able to log into the came for over a week as everytime I put my log in information in, I get a pop up that times out and says "Unable to connect to server". My question is is anyone else with Windows Vista unable to log in due to this error with the new patch version?

So far I have seen one other thread from someone having the same exact issue and doing exactly as Tech Support asks and nothing works.

KrittyCat - Dreamweaver

I personally run this game on Vista and have no problems whatsoever. I really amnot sure what would be causing this, but have you tried restarting whatever method your computer uses to connect? I mean, if you are able to get online to post, this probably isn't the problem, but I guess you can try it. I don't remember if you posted in your other thread about this, but did you try sending a ticket to PWI Support with your dxdiag attached?

Hagrid - Dreamweaver

KrittyCat - Dreamweaver wrote: »

I personally run this game on Vista and have no problems whatsoever. I really amnot sure what would be causing this, but have you tried restarting whatever method your computer uses to connect? I mean, if you are able to get online to post, this probably isn't the problem, but I guess you can try it. I don't remember if you posted in your other thread about this, but did you try sending a ticket to PWI Support with your dxdiag attached?

Yes and did a trace route at their request. However there is another player using Windows Vista and having the same exact problem I am.

KrittyCat - Dreamweaver

One other player having the same problem does not constitute an OS-wide issue. More than likely it is a settings issue. However, I don't have the same issue and have not seen a better answer than what has already been given. Maybe frankie will have some better answers...

Hagrid - Dreamweaver

I have gotten permission from my boss to use 2 computers at work to try something. The first computer has Windows XP and I can log in fine on it, the other has Vista and I can not log in on that one. I have been dealing with support and have informed them several times that it is not my OS that is causing the problem.

Hagrid - Dreamweaver

After turning off my Firewall, antivirus and adjusting my UAC settings, then reinstalling I am still unable to log into the game after entering all the account info. I keep getting the same message "Unable to connect to server"

Allisandre - Sanctuary

If this is at work, maybe there is a security setting or LAN profile that is disallowing the connection. (I know you said you turned the firewall off, but if using a 3rd party firewall, Vista's firewall is still there as well. Check it's settings and set it wide open before you disable it.)

Also, what kind of ping responses are you getting on the tracert?

Hagrid - Dreamweaver

Allisandre - Sanctuary wrote: »

If this is at work, maybe there is a security setting or LAN profile that is disallowing the connection. (I know you said you turned the firewall off, but if using a 3rd party firewall, Vista's firewall is still there as well. Check it's settings and set it wide open before you disable it.)

Also, what kind of ping responses are you getting on the tracert?

Within Normal limits as can be seen by the info below:

Tracing route to pwieast1.perfectworld.com [74.201.183.20]
over a maximum of 30 hops:

1 * * * Request timed out.
2 10 ms 7 ms 7 ms 10.101.64.1
3 10 ms 11 ms 14 ms acr01renonv-gbe-3-2.reno.nv.charter.com [96.34.1
21.52]
4 16 ms 12 ms 10 ms 96-34-121-66.static.unas.nv.charter.com [96.34.1
21.66]
5 19 ms 15 ms 9 ms 96-34-121-8.static.unas.nv.charter.com [96.34.12
1.8]
6 39 ms 13 ms 13 ms xe-11-0-0.bar2.SanFrancisco1.Level3.net [4.53.13
4.1]
7 16 ms 16 ms 19 ms ae-6-6.ebr2.SanJose1.Level3.net [4.69.140.154]
8 16 ms 16 ms 24 ms ae-62-62.csw1.SanJose1.Level3.net [4.69.134.210]

9 17 ms 21 ms 16 ms ae-1-69.edge1.SanJose3.Level3.net [4.68.18.16]
10 40 ms 15 ms 14 ms mci-level3-10g.SanJose3.Level3.net [4.68.62.110]

11 17 ms 21 ms 15 ms 0.ae1.XL3.SJC7.ALTER.NET [152.63.51.37]
12 88 ms 90 ms 90 ms 0.so-1-0-2.XL3.NYC4.ALTER.NET [152.63.0.238]
13 88 ms 87 ms 111 ms GigabitEthernet6-0-0.GW18.NYC4.ALTER.NET [152.63
.22.225]
14 87 ms 89 ms 88 ms internap-gw.customer.alter.net [65.217.199.202]

15 100 ms 88 ms 116 ms border1.pc1-bbnet1.nyj001.pnap.net [216.52.95.9]

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.

Allisandre - Sanctuary

I'm assuming that is from one of the Vista PC's how does the working XP machine look?

Hagrid - Dreamweaver

Allisandre - Sanctuary wrote: »

I'm assuming that is from one of the Vista PC's how does the working XP machine look?

That is from my computer here at home. My wife's computer comes back within normal limits as well. I'm beginning to think they have a bad code in the version and it is affecting different Vista users as I was able to log in fine until I updated last Tuesday, now I can't.

Allisandre - Sanctuary

but that's just it, if there was a problem with the code... How would it affect you, and not 100,000 other Vista users?

Have you tried a complete removal and fresh install of a freshly downloaded client? (not a copy of the client installer that you had already) then do a manual patch to get it up to date. Also always reboot (hard boot recommended) after an update as there is a known memory leak with the patcher's update process.

Also, your Tracert fails after stop 16, which means there's an issue with the data transference at that node.

Hagrid - Dreamweaver

Gonna skip the Direct Download and go with a Bit Torrent Download and see if that doesn't fix the problem. If not then I will still be at a loss. It would be nice if Tech Support had a phone number so I could actually talk to a live person and not have to wait for days to get a reply to an email.

darthpanda16

Traceroute looked ok.

Here are some things that might help you...

Add the game folder and/or game file to the exceptions list in your firewall or antivirus software.

Example: C:\Perfect World Entertainment\Perfect World International

You also might need to temporarily disable your antivirus, MS Security Essentials or Windows Firewall long enough to download, install, patch and login to get into the game, and then turn it back on. Sometimes disabling may not help and you will need to add an exception for the game folder.

It might be Windows, Windows Firewall, Admin (such as running the game as Administrator), UAC, network, or antivirus settings that you will need to change so that they aren't blocking or throttling the game.

You can also try changing your proxy settings for Internet Explorer 8, to have them turned off here: Tools > Internet Options > Connections > LAN Settings > and then untick all of the proxy settings.

If you still need additional help, please Search our Knowledge Base for the terms mentioned above. Let us know what you tried and what errors you got when you reply to us.

Thanks!

Hagrid - Dreamweaver

darthpanda16 wrote: »

Traceroute looked ok.

Here are some things that might help you...

Add the game folder and/or game file to the exceptions list in your firewall or antivirus software.

Example: C:\Perfect World Entertainment\Perfect World International

You also might need to temporarily disable your antivirus, MS Security Essentials or Windows Firewall long enough to download, install, patch and login to get into the game, and then turn it back on. Sometimes disabling may not help and you will need to add an exception for the game folder.

It might be Windows, Windows Firewall, Admin (such as running the game as Administrator), UAC, network, or antivirus settings that you will need to change so that they aren't blocking or throttling the game.

You can also try changing your proxy settings for Internet Explorer 8, to have them turned off here: Tools > Internet Options > Connections > LAN Settings > and then untick all of the proxy settings.

If you still need additional help, please Search our Knowledge Base for the terms mentioned above. Let us know what you tried and what errors you got when you reply to us.

Thanks!

Again I have done all of this and still no luck. What more do I have to do besides spend several hundred dollars to buy a new hard drive. Other than that, I am at a complete loss and tired of hearing the same lame excuses of uninstall and reinstall. I am doing that for the 17th time.

Tiageos - Sanctuary

Hagrid - Dreamweaver wrote: »

Again I have done all of this and still no luck. What more do I have to do besides spend several hundred dollars to buy a new hard drive. Other than that, I am at a complete loss and tired of hearing the same lame excuses of uninstall and reinstall. I am doing that for the 17th time.

But you can't honestly still be blaming the client? I mean really. I'm running both flavors of Vista Home and don't have any issues. I use Avira for antivirus, IObit's advanced system care for meeping my system running smoothly, and still use the windows firewall just because with two hardware firewalls I didn't see the need for a better one.

It acts like there is something on your system that is preventing the client from forming a connection with the server. That's the plain end of it. Your Traceroute is passable enough to allow a connection to PWI, so something on your system must be causing the issue. I would first look at the exceptions in the Windows firewall and make certain that PWI is allowed and has full access on all port ranges. Then check the same on whatever firewall software you are actually using.

If you post what softwares/versions you are using, I may be able to help you find the settings to check.

Hagrid - Dreamweaver

As far as Antivirus I am using Avast and have for over 3 years. As far as Firewall, I have checked and ALL of PWI files are excepted through the Firewall.

I was able to get into the game OK on Monday and Tuesday before maintenance but after installing the new update on Tuesday I am no longer able to get any server pings.

I do have Windows Vista on my Laptop and am able to get in fine there. I hope tonight's update will overwrite whatever problem is there between Version 423 and the new version.

darthpanda16

Try disabling Avast, and then restart your PC, making sure it is disabled.

Then try to update and login to the game again.

After every new patch, some players have to deal with their security software completely blocking the game from connecting or patching because the game files are being changed.

Hagrid - Dreamweaver

darthpanda16 wrote: »

Try disabling Avast, and then restart your PC, making sure it is disabled.

Then try to update and login to the game again.

After every new patch, some players have to deal with their security software completely blocking the game from connecting or patching because the game files are being changed.

Had Avast completely turned off during all the uninstall and reinstall session yesterday and none of it helped. I also have Avast on my laptop and didn't have any problems after updating to the new version.

If I have to I will just play PWI on my laptop and not on my desktop.

darthpanda16

Try to see what the differences are in the connections. Wi-fi vs. wired?

Hagrid - Dreamweaver

darthpanda16 wrote: »

Try to see what the differences are in the connections. Wi-fi vs. wired?

Tried that and still nothing. I can connect perfectly fine wirelessly on my laptop, but not wired on my desktop. I even went as far as buying a wireless adapter for my desktop and still was not able to connect to the game on my desktop.