Updating still not working.

dakirai
dakirai Posts: 0 Arc User
edited February 2011 in Support Desk
Tried technical support to get this resolved but I assume they give up since it's been over four hours. But going to start in saying that there is no firewall nor UAC nor antivirus programming blocking the client or anything else. Have tried doing everything FAQs and other users have mentioned to fix this but nothing is working I've ever redownloaded EVERYTHING and tried to manually install the update but its still not working. By not working I mean I'm receiving the File download error over and over and when I attempt to manually install the update is says connection to the server failed and to try the other server but neither are working it seems. Am I missing something??

Other things I've tried:
-Running the client as admin.
-Running it in compat' mode.
Post edited by dakirai on
«1

Comments

  • Kiitaro - Sanctuary
    Kiitaro - Sanctuary Posts: 45 Arc User
    edited February 2011
    This is most likely your patcher not being able to connect to the update server (even for manual patches, it has to connect to the update server to verify the versions). If you say it's not a firewall/antivirus issue, contact your ISP (Internet Service Provider) and seek help.
    [SIGPIC][/SIGPIC]
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    yesterday last thing tech support told me to do was do a tracert to their servers using any of the various IP they listed and that they would get back to me but been well over 12hrs now and they haven't gotten back to me in the least and when I contacted comcast they didn't know what to do in the least. And still no reply from PW tech support so I have no clue really.
  • Kiitaro - Sanctuary
    Kiitaro - Sanctuary Posts: 45 Arc User
    edited February 2011
    Have you tried simply pinging the patch servers?

    Open a command prompt and run the following:

    ping pwi-patch.perfectworld.com
    ping pwipatch.perfectworld.com

    If you get no response, then your ISP has them blocked, or something on your computer is blocking connections to the patch servers.
    [SIGPIC][/SIGPIC]
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    tried that as well nothing blocked it and they still haven't responded starting to think its a server error on their part.


    EDIT: proof of ping:
    Microsoft Windows [Version 6.0.6001]
    Copyright (c) 2006 Microsoft Corporation. All rights reserved.

    C:\Users\Bryan>ping pwi-patch.perfectworld.com

    Pinging g1.panthercdn.com [66.114.54.27] with 32 bytes of data:
    Reply from 66.114.54.27: bytes=32 time=91ms TTL=53
    Reply from 66.114.54.27: bytes=32 time=90ms TTL=53
    Reply from 66.114.54.27: bytes=32 time=59ms TTL=53
    Reply from 66.114.54.27: bytes=32 time=56ms TTL=53

    Ping statistics for 66.114.54.27:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 56ms, Maximum = 91ms, Average = 74ms

    C:\Users\Bryan>ping pwipatch.perfectworld.com

    Pinging g1.panthercdn.com [66.114.54.29] with 32 bytes of data:
    Reply from 66.114.54.29: bytes=32 time=59ms TTL=53
    Reply from 66.114.54.29: bytes=32 time=55ms TTL=53
    Reply from 66.114.54.29: bytes=32 time=59ms TTL=53
    Reply from 66.114.54.29: bytes=32 time=59ms TTL=53

    Ping statistics for 66.114.54.29:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 55ms, Maximum = 59ms, Average = 58ms

    C:\Users\Bryan>
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    double post but somewhat an update after waiting over 24 hours for previous support ticket to answer still nothing so I resubmitted one and all they did was use an automated message (yay!) but only other thing i can think of that it would be now is the update server itself because i've downloaded the other games and not even they will update c.c
  • billiejoeamstrong
    billiejoeamstrong Posts: 0 Arc User
    edited February 2011
    dakirai! yes i having the same problem too, it cant update even i tried other perfect world game like heroes of three kingdom,it still wont update b:cry
  • billiejoeamstrong
    billiejoeamstrong Posts: 0 Arc User
    edited February 2011
    oh oh. and heres mind.

    Microsoft Windows [Version 6.0.6000]
    Copyright (c) 2006 Microsoft Corporation. All rights reserved.

    C:\Users\hakimi>ping pwi-patch.perfectworld.com

    Pinging g1.panthercdn.com [66.114.48.41] with 32 bytes of data:

    Reply from 66.114.48.41: bytes=32 time=198ms TTL=57
    Reply from 66.114.48.41: bytes=32 time=198ms TTL=57
    Reply from 66.114.48.41: bytes=32 time=208ms TTL=57
    Reply from 66.114.48.41: bytes=32 time=195ms TTL=57

    Ping statistics for 66.114.48.41:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 195ms, Maximum = 208ms, Average = 199ms

    C:\Users\hakimi>ping pwipatch.perfectworld.com

    Pinging g1.panthercdn.com [66.114.48.15] with 32 bytes of data:

    Reply from 66.114.48.15: bytes=32 time=198ms TTL=57
    Reply from 66.114.48.15: bytes=32 time=199ms TTL=57
    Reply from 66.114.48.15: bytes=32 time=198ms TTL=57
    Reply from 66.114.48.15: bytes=32 time=198ms TTL=57

    Ping statistics for 66.114.48.15:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
    Approximate round trip times in milli-seconds:
    Minimum = 198ms, Maximum = 199ms, Average = 198ms
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    triple checking again to be sure nothing is blocking it soooo if in fact it still doesn't this time it is 100% their update server c.c
  • billiejoeamstrong
    billiejoeamstrong Posts: 0 Arc User
    edited February 2011
    please do smthing about it i wan to play this game so bad since last year b:surrender
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    with how their actual tech support is acting it may take a year c.c but its already been 8hrs since their tech support sent me the automated msg...no response
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    Ok so tech support still haven't answered merely sent an automated message then ignored me...so what I did was fully unistall all PW games and restarted my comp. Afterwards I disabled everything and opened IE8 (everything being no proxy, no UAC, no windows firewall, no antivirus(ESET and malware bytes)) after doing so i first pinged the servers for PWI and got 100% return and went and redownloaded PWI and ran it in admin' and compat' mode and still get the error messages from before and manual patching still doesn't work. So I am 100% sure now that it is in fact their update server that is messed up but I can't be sure if they know that or not because they don't seem to want to reply to support tickets anymore. Also I have screenshots of everything.
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    Im having exactly the same issues.

    As you can see, im not a newbie player, so i never had this problem before, and nothing has changed on my system.

    I stopped playing a while back, and now, after wanting to return, i cant because i cant update my client...

    ive tried all the solutions posted on the forums, and nothing has worked, and i can play any other mmo without issues EXCEPT ANY of the PWI games, Many of which i have beta keys for which are of no use now.

    So i highly doubt its an issue on our part, seeing as theres so many people with the exact same error messages, so i suggest you stop pointing the finger at the players, and look at your own patching servers.


    b:angry b:angry b:angry
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    ok so after 48+ hours they say they tested their servers externally and in their office and they're working. It doesn't take that long to test servers, but they yet again tell me to do a tracert i'm guessing they don't understand that it is their server if there's multiple people having the SAME EXACT issue...and guessing they wont respond for another 48+ hours.
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    dakirai wrote: »
    ok so after 48+ hours they say they tested their servers externally and in their office and they're working. It doesn't take that long to test servers, but they yet again tell me to do a tracert i'm guessing they don't understand that it is their server if there's multiple people having the SAME EXACT issue...and guessing they wont respond for another 48+ hours.



    This is what i mean. I could understand it if it was an issue that was already resolved, say, Anti-virus blocking it, but nothing they said has worked. So the only thing left is an issue with the patching server.
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    they only have one guy doing tech support it seems and it seems all automated c.c not hard to fix update servers not at all
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    lol yeah, its all copy+paste answers that dont do **** b:sad

    You should run PWI support! :D haha
  • Bikka - Raging Tide
    Bikka - Raging Tide Posts: 2 Arc User
    edited February 2011
    I've had this problem for about a week or so now. My client says "Wrong patch server, Unable to update". Verify doesn't work so maybe my client's corrupted somehow. Anyway, I can log in and play the game just fine, although the game has crashed twice during the time I've had the issue.

    If unistalling and redownloading & reinstalling the client again doesn't affect our toons then I might just dl when Genesis gets released *shrug*
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    and seeing as how its been roughly 4 or 5 hours since tech support AGAIN asked me to tracert to their servers and YET AGAIN not responded my guess is they may not realize that it is their update server not in ANY WAY SHAPE OR FORM the users c.c but a major thing needed is for UNAUTOMATED tech support replies seriously i may be seeming rude when i don't mean to be but its down right rediculous in my opinion that someone has been trying FOR A YEAR to update the game and hasn't been able to.

    EDIT: had to submit another ticket since w/e is tech support if it is anyone and not just a program itself reading keywords then copy and pasting but not much can really do except keep stressing to them that this copy and paste blah blah they shove in on face isn't working and its in fact them not us...
  • billiejoeamstrong
    billiejoeamstrong Posts: 0 Arc User
    edited February 2011
    ohh and also check out this post

    http://pwi-forum.perfectworld.com/showthread.php?t=977152&page=2

    http://pwi-forum.perfectworld.com/showthread.php?t=988812

    they also having the same problem, the tech support always fail solving this problemb:cry
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    Tech support finally answered back with a non automated msg least i think it was and basically said they just tested the servers and they were working fine and to check the Port and add the game to exceptions to stuff but still didn't work and told me that the tracert i sent them looked fine sooooooooooo idk whats up if its not their server then its the download or we are all missing something think there's 4-5+ others having the same problem as us.
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    Theres more people than that having this issue. I have beta keys for games like Forsaken world, and i had exactly the same issue there as i do here - wont connect to servers to update, wont verify blah blah.. but there is a tonne of people with the same issue. Their servers cant be fine if theres people who cant connect to it and all have the same errors occuring that cant be fixed.

    Its not like we're in country's that PWI doesnt work in, i mean im in the UK for god sake.


    I sent tickets to the support about the forsaken world issue too, thinking it was just that game, got exactly the same responses as here - 'unblock in antivirus, unblock in this, that, proxy's, blaaaahhh drivvlee....' And nothing worked for that either. So thats one game i cant play even though i got a beta key, and i expect the same for all the rest too.


    If this is how PWI support is now, they'll lose a lot of custom.

    SO, WHAT ARE WE MISSING? YOU CANT FIX PROBLEMS IF YOU JUST C+P EVERY SINGLE TIME!
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    idk but after the tracert response i got they weren't copy paste anymore could tell from the typing but apparently their response time is 1-3 business days not counting weekends/holidays but idk i've ran out of ideas of what it could be. If they indeed did test the servers and they're fine (would have to find my book on tracert results) then only other thing would have to be the download/patch they have. idk i need my caffeine brain not working atm.
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    Yeah, they clearly dont work weekends... shame.


    But yeah, ive just redownloaded and installed successfully on my laptop, which has exactly the same antivirus / vista / net connection, so i honestly dont know whats different apart from the processor, RAM and graphics card, albeit my pc being hella better xD

    The only problem now is, it randomly crashes b:shocked
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    don't know really mine still not updating and checked everything there is to check c.c maybe being over qualified to play it makes it not want to update by some stupid chance?


    EDIT: still not updating
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    Have tried:
    Completely uninstalling then reinstalling.
    Running as admin' and in compat' mode.
    Manual patching.
    Added the files to ESET's exclusions.
    Opened the ports it uses.
    Tried using the bit torrent download.
    Tried installing/updating while everything is disabled.

    And it still will not update any other ideas?
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    Ive done the same, kinda gave up tbh, unless something is suggested that actually works.

    It sorta works on my laptop, bar from d/cing sometimes, but i may have fixed that

    Scratch that, it just crashed my windows. again. b:angry
  • dakirai
    dakirai Posts: 0 Arc User
    edited February 2011
    maybe instead of having the download for version 402 they put the current version to download. That way wont have to update it because it'll all be there already lol idk have gone through books and books and many different web sites trying to figure out what to do and nothing works >.> Yeah it's making me angry because I want to try the game seeing as a lot of college mates play it but until then just need to keep tinkering I suppose lol. Did you try tinkering with the game settings to try and stop it from crashing/dc? Also still not updating :/
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    Well, i dont know if its the game causing it, whether my laptop just doesnt cut it to be able to play efficiently, or whether its just overheating. Because its crashing my windows and forcing it to restart, rather than simply crashing to desktop and coming up with an error which has only happened once - 'Elementclient.exe has stopped working'. So i have no idea.



    I wannaa plaayyy agaaaaiiiinnnn b:begb:surrender
  • dragonrider8
    dragonrider8 Posts: 2 Arc User
    edited February 2011
    Hi guys! Same problem here, can't update the game... getting the try other update server error, manual patches aren't working as well, anti virus, firewall disabled or added the game to exceptions... I've given up b:surrender hopefully this error will be fixed soon b:shocked
  • Rubyqueen - Sanctuary
    Rubyqueen - Sanctuary Posts: 18 Arc User
    edited February 2011
    Doubt it'll be fixed soon if im honest. They havent given us any information that has helped at all, and they've stopped replying.


    This error's been liek this for what...? a year or so? i dunno.... :|

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