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Forums > Home› Support› PC, Network, and Other Technical Issues› Windows and General: PC, Network, and Other Technical Issues

Arc is failing to sign me in.....

bayonettawiccanbayonettawiccan Member Posts: 180 Arc User
edited December 2013 in Windows and General: PC, Network, and Other Technical Issues
First the game times me out and the launcher doesn't open after the Autoupdate fails me after 5 attempts to connect, now Arc fails to sign on.

Way to go cryptic.

P.S. Also I love how the devs are not even looking at these threads and giving us a bandage for a broken arm.
Post edited by bayonettawiccan on

Comments

  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited December 2013
    Sounds like you have issues making a connection to the STO Servers. What does your 'Trace Route' and 'Net Test' network diagnostic results look like? These tests are described in this thread... http://sto-forum.perfectworld.com/showthread.php?t=225155
  • bayonettawiccanbayonettawiccan Member Posts: 180 Arc User
    edited December 2013
    grouchyotaku wrote: »
    Sounds like you have issues making a connection to the STO Servers. What does your 'Trace Route' and 'Net Test' network diagnostic results look like? These tests are described in this thread... http://sto-forum.perfectworld.com/showthread.php?t=225155

    I've tried this. None of that works.

    Also I am getting unable to authenticate errors when the launcher does appear.

    Also I tried restarting the computer, anti-virus. Turning on and turning off my firewall.

    None of that is working.
  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited December 2013
    bayonettawiccan wrote: »
    I've tried this. None of that works.

    Also I am getting unable to authenticate errors when the launcher does appear.

    Also I tried restarting the computer, anti-virus. Turning on and turning off my firewall.

    None of that is working.

    So are you saying that the diagnostics fail to run, which would indicate a serious problem with your system.? Or that they don't fix the problem, as diagnostics only provide information on what the problem may be??
  • bayonettawiccanbayonettawiccan Member Posts: 180 Arc User
    edited December 2013
    grouchyotaku wrote: »
    So are you saying that the diagnostics fail to run, which would indicate a serious problem with your system.? Or that they don't fix the problem, as diagnostics only provide information on what the problem may be??

    Fine this better do some good....
    contacting nettest server..
    Local IP: 172.251.187.80
    Ping: 85.7 msec
    Port: 80: 625 KB/sec 29 KB/sec 662 KB/sec 500
    Port: 80: 617 KB/sec 29 KB/sec 654 KB/sec 500
    Port: 443: 409 KB/sec 49 KB/sec 1818 KB/sec 500
    Port: 443: 643 KB/sec 28 KB/sec 684 KB/sec 500
    Port: 7255: timed out
    Port: 7255: timed out
    Port: 7003: timed out
    Port: 7003: timed out
    Port: 7202: timed out
    Port: 7202: timed out
    Port: 7499: timed out
    Port: 7499: timed out
    Port: 80: 660 KB/sec 28 KB/sec 699 KB/sec 500
    Idle NIC bandwidth Send: 6 KB/sec Recv: 3 KB/sec
    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 <1 ms <1 ms <1 ms 192.168.1.1
    2 34 ms 31 ms 19 ms cpe-172-251-176-1.socal.res.rr.com [172.251.176.
    1]
    3 13 ms 8 ms 8 ms tge0-7-0-1.snmncaby01h.socal.rr.com [76.166.16.8
    9]
    4 24 ms 15 ms 15 ms agg20.lamrcadq01r.socal.rr.com [72.129.10.128]
    5 18 ms 15 ms 15 ms agg28.lsancarc01r.socal.rr.com [72.129.9.0]
    6 21 ms 18 ms 15 ms bu-ether16.lsancarc0yw-bcr00.tbone.rr.com [66.10
    9.6.102]
    7 14 ms 12 ms 12 ms 107.14.19.118
    8 16 ms 16 ms 14 ms te0-3-0-23.ccr23.lax05.atlas.cogentco.com [154.5
    4.13.229]
    9 143 ms 128 ms 138 ms be2180.ccr21.lax01.atlas.cogentco.com [154.54.41
    .57]
    10 118 ms 115 ms 118 ms be2067.mpd21.iah01.atlas.cogentco.com [154.54.7.
    161]
    11 114 ms 120 ms 114 ms be2175.mpd22.atl01.atlas.cogentco.com [154.54.29
    .221]
    12 84 ms 82 ms 82 ms be2170.mpd21.dca01.atlas.cogentco.com [154.54.31
    .106]
    13 82 ms 82 ms 82 ms be2151.mpd22.jfk02.atlas.cogentco.com [154.54.40
    .74]
    14 88 ms 89 ms 94 ms be2095.ccr21.bos01.atlas.cogentco.com [154.54.30
    .38]
    15 87 ms 88 ms 122 ms te4-4.ccr01.bos06.atlas.cogentco.com [66.28.4.42
    ]
    16 88 ms 86 ms 88 ms 38.111.40.114
    17 91 ms 88 ms 89 ms patchserver2.crypticstudios.com [208.95.185.41]


    Trace complete.
  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited December 2013
    bayonettawiccan wrote: »
    Fine this better do some good....
    contacting nettest server..
    Local IP: 172.251.187.80
    Ping: 85.7 msec
    Port: 80: 625 KB/sec 29 KB/sec 662 KB/sec 500
    Port: 80: 617 KB/sec 29 KB/sec 654 KB/sec 500
    Port: 443: 409 KB/sec 49 KB/sec 1818 KB/sec 500
    Port: 443: 643 KB/sec 28 KB/sec 684 KB/sec 500
    Port: 7255: timed out
    Port: 7255: timed out
    Port: 7003: timed out
    Port: 7003: timed out
    Port: 7202: timed out
    Port: 7202: timed out
    Port: 7499: timed out
    Port: 7499: timed out
    Port: 80: 660 KB/sec 28 KB/sec 699 KB/sec 500
    Idle NIC bandwidth Send: 6 KB/sec Recv: 3 KB/sec


    First of all, the 'Net Test' diagnostics connects to a diagnostic server located on the same local network as the STO Servers, so the STO Servers are out of the picture here... This indicates that the issue is with your Internet Connection, and not the STO Servers. If 'Net Test' can't connect to the Diagnostic Server, then its unlikely that the STO Client can connect to the STO Server... These results can be caused by a miss-configured Firewall, so this is something you should also look into...

    Now about that 'Trace Route' results. There are hints that there may be a congestion issue with the gateway between the Time Warner/Road Runner networks and the Cogent backbone, but its not enough by itself to indicate what the problem is...

    Substitute the 'pathping' command for the 'tracert' command, and post those diagnostic results, as this will provide more detail on what is causing your connection problems...
  • bayonettawiccanbayonettawiccan Member Posts: 180 Arc User
    edited December 2013
    grouchyotaku wrote: »
    First of all, the 'Net Test' diagnostics connects to a diagnostic server located on the same local network as the STO Servers, so the STO Servers are out of the picture here... This indicates that the issue is with your Internet Connection, and not the STO Servers. If 'Net Test' can't connect to the Diagnostic Server, then its unlikely that the STO Client can connect to the STO Server... These results can be caused by a miss-configured Firewall, so this is something you should also look into...

    Now about that 'Trace Route' results. There are hints that there may be a congestion issue with the gateway between the Time Warner/Road Runner networks and the Cogent backbone, but its not enough by itself to indicate what the problem is...

    Substitute the 'pathping' command for the 'tracert' command, and post those diagnostic results, as this will provide more detail on what is causing your connection problems...

    the results:
    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:
    0 private-PC [192.168.1.2]
    1 192.168.1.1
    2 cpe-172-251-176-1.socal.res.rr.com [172.251.176.1]
    3 tge0-7-0-1.snmncaby01h.socal.rr.com [76.166.16.89]
    4 agg20.lamrcadq01r.socal.rr.com [72.129.10.128]
    5 agg28.lsancarc01r.socal.rr.com [72.129.9.0]
    6 bu-ether16.lsancarc0yw-bcr00.tbone.rr.com [66.109.6.102]
    7 107.14.19.118
    8 te0-3-0-23.ccr23.lax05.atlas.cogentco.com [154.54.13.229]
    9 be2179.ccr22.lax01.atlas.cogentco.com [154.54.41.81]
    10 be2066.ccr22.iah01.atlas.cogentco.com [154.54.7.53]
    11 be2174.mpd21.atl01.atlas.cogentco.com [154.54.29.201]
    12 be2170.mpd21.dca01.atlas.cogentco.com [154.54.31.106]
    13 be2150.mpd21.jfk02.atlas.cogentco.com [154.54.31.130]
    14 be2094.ccr21.bos01.atlas.cogentco.com [154.54.30.14]
    15 te4-4.ccr01.bos06.atlas.cogentco.com [66.28.4.42]
    16 38.111.40.114
    17 patchserver2.crypticstudios.com [208.95.185.41]

    Computing statistics for 425 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 private-PC [192.168.1.2]
    0/ 100 = 0% |
    1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
    0/ 100 = 0% |
    2 14ms 0/ 100 = 0% 0/ 100 = 0% cpe-172-251-176-1.socal.res.rr.com
    [172.251.176.1]
    0/ 100 = 0% |
    3 12ms 0/ 100 = 0% 0/ 100 = 0% tge0-7-0-1.snmncaby01h.socal.rr.co
    m [76.166.16.89]
    0/ 100 = 0% |
    4 16ms 0/ 100 = 0% 0/ 100 = 0% agg20.lamrcadq01r.socal.rr.com [72
    .129.10.128]
    0/ 100 = 0% |
    5 19ms 0/ 100 = 0% 0/ 100 = 0% agg28.lsancarc01r.socal.rr.com [72
    .129.9.0]
    0/ 100 = 0% |
    6 18ms 0/ 100 = 0% 0/ 100 = 0% bu-ether16.lsancarc0yw-bcr00.tbone
    .rr.com [66.109.6.102]
    0/ 100 = 0% |
    7 19ms 0/ 100 = 0% 0/ 100 = 0% 107.14.19.118
    0/ 100 = 0% |
    8 17ms 0/ 100 = 0% 0/ 100 = 0% te0-3-0-23.ccr23.lax05.atlas.cogen
    tco.com [154.54.13.229]
    0/ 100 = 0% |
    9 17ms 0/ 100 = 0% 0/ 100 = 0% be2179.ccr22.lax01.atlas.cogentco.
    com [154.54.41.81]
    0/ 100 = 0% |
    10 --- 100/ 100 =100% 100/ 100 =100% be2066.ccr22.iah01.atlas.cogentco.
    com [154.54.7.53]
    0/ 100 = 0% |
    11 116ms 0/ 100 = 0% 0/ 100 = 0% be2174.mpd21.atl01.atlas.cogentco.
    com [154.54.29.201]
    0/ 100 = 0% |
    12 85ms 0/ 100 = 0% 0/ 100 = 0% be2170.mpd21.dca01.atlas.cogentco.
    com [154.54.31.106]
    0/ 100 = 0% |
    13 84ms 0/ 100 = 0% 0/ 100 = 0% be2150.mpd21.jfk02.atlas.cogentco.
    com [154.54.31.130]
    0/ 100 = 0% |
    14 90ms 0/ 100 = 0% 0/ 100 = 0% be2094.ccr21.bos01.atlas.cogentco.
    com [154.54.30.14]
    0/ 100 = 0% |
    15 --- 100/ 100 =100% 100/ 100 =100% te4-4.ccr01.bos06.atlas.cogentco.c
    om [66.28.4.42]
    0/ 100 = 0% |
    16 95ms 0/ 100 = 0% 0/ 100 = 0% 38.111.40.114
    0/ 100 = 0% |
    17 90ms 0/ 100 = 0% 0/ 100 = 0% patchserver2.crypticstudios.com [2
    08.95.185.41]

    Trace complete.
  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited December 2013
    bayonettawiccan wrote: »
    the results:
    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:
    0 private-PC [192.168.1.2]
    1 192.168.1.1
    2 cpe-172-251-176-1.socal.res.rr.com [172.251.176.1]
    3 tge0-7-0-1.snmncaby01h.socal.rr.com [76.166.16.89]
    4 agg20.lamrcadq01r.socal.rr.com [72.129.10.128]
    5 agg28.lsancarc01r.socal.rr.com [72.129.9.0]
    6 bu-ether16.lsancarc0yw-bcr00.tbone.rr.com [66.109.6.102]
    7 107.14.19.118
    8 te0-3-0-23.ccr23.lax05.atlas.cogentco.com [154.54.13.229]
    9 be2179.ccr22.lax01.atlas.cogentco.com [154.54.41.81]
    10 be2066.ccr22.iah01.atlas.cogentco.com [154.54.7.53]
    11 be2174.mpd21.atl01.atlas.cogentco.com [154.54.29.201]
    12 be2170.mpd21.dca01.atlas.cogentco.com [154.54.31.106]
    13 be2150.mpd21.jfk02.atlas.cogentco.com [154.54.31.130]
    14 be2094.ccr21.bos01.atlas.cogentco.com [154.54.30.14]
    15 te4-4.ccr01.bos06.atlas.cogentco.com [66.28.4.42]
    16 38.111.40.114
    17 patchserver2.crypticstudios.com [208.95.185.41]

    Computing statistics for 425 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 private-PC [192.168.1.2]
    0/ 100 = 0% |
    1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
    0/ 100 = 0% |
    2 14ms 0/ 100 = 0% 0/ 100 = 0% cpe-172-251-176-1.socal.res.rr.com
    [172.251.176.1]
    0/ 100 = 0% |
    3 12ms 0/ 100 = 0% 0/ 100 = 0% tge0-7-0-1.snmncaby01h.socal.rr.co
    m [76.166.16.89]
    0/ 100 = 0% |
    4 16ms 0/ 100 = 0% 0/ 100 = 0% agg20.lamrcadq01r.socal.rr.com [72
    .129.10.128]
    0/ 100 = 0% |
    5 19ms 0/ 100 = 0% 0/ 100 = 0% agg28.lsancarc01r.socal.rr.com [72
    .129.9.0]
    0/ 100 = 0% |
    6 18ms 0/ 100 = 0% 0/ 100 = 0% bu-ether16.lsancarc0yw-bcr00.tbone
    .rr.com [66.109.6.102]
    0/ 100 = 0% |
    7 19ms 0/ 100 = 0% 0/ 100 = 0% 107.14.19.118
    0/ 100 = 0% |
    8 17ms 0/ 100 = 0% 0/ 100 = 0% te0-3-0-23.ccr23.lax05.atlas.cogen
    tco.com [154.54.13.229]
    0/ 100 = 0% |
    9 17ms 0/ 100 = 0% 0/ 100 = 0% be2179.ccr22.lax01.atlas.cogentco.
    com [154.54.41.81]
    0/ 100 = 0% |
    10 --- 100/ 100 =100% 100/ 100 =100% be2066.ccr22.iah01.atlas.cogentco.
    com [154.54.7.53]
    0/ 100 = 0% |
    11 116ms 0/ 100 = 0% 0/ 100 = 0% be2174.mpd21.atl01.atlas.cogentco.
    com [154.54.29.201]
    0/ 100 = 0% |
    12 85ms 0/ 100 = 0% 0/ 100 = 0% be2170.mpd21.dca01.atlas.cogentco.com [154.54.31.106]
    0/ 100 = 0% |
    13 84ms 0/ 100 = 0% 0/ 100 = 0% be2150.mpd21.jfk02.atlas.cogentco.com [154.54.31.130]
    0/ 100 = 0% |
    14 90ms 0/ 100 = 0% 0/ 100 = 0% be2094.ccr21.bos01.atlas.cogentco.com [154.54.30.14]
    0/ 100 = 0% |
    15 --- 100/ 100 =100% 100/ 100 =100% te4-4.ccr01.bos06.atlas.cogentco.com [66.28.4.42]
    0/ 100 = 0% |
    16 95ms 0/ 100 = 0% 0/ 100 = 0% 38.111.40.114
    0/ 100 = 0% |
    17 90ms 0/ 100 = 0% 0/ 100 = 0% patchserver2.crypticstudios.com [208.95.185.41]

    Trace complete.

    Now according to the 'Path Ping' results, two of the nodes in the Cogent backbone is showing 100% dropped packets, which would be enough to kill a TCP/IP connection...

    You should post these 'Path Ping' results in the networking section of the PWE Tech Support Forum, so that they can use this data with their business connection with Cogent to kick them a few more times with, and try to get this fixed... http://techsupport.perfectworld.com/
  • ghyudtghyudt Member Posts: 1,112 Arc User
    edited December 2013
    There's a solution for this. Stop using arc. Delete it. Remove it entirely from your computer and never think about it again.
  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited December 2013
    ghyudt wrote: »
    There's a solution for this. Stop using arc. Delete it. Remove it entirely from your computer and never think about it again.

    Arc has nothing to do with this problem... The 'Net Test' results show that to be the case...
  • bayonettawiccanbayonettawiccan Member Posts: 180 Arc User
    edited December 2013
    I'd like to add that it's been doing this ALL DAY and I had not been able to sign onto the game and frankly, it's pissing me off.
  • bayonettawiccanbayonettawiccan Member Posts: 180 Arc User
    edited December 2013
    It's been nearly a day since this has been reported and yet nothing has been done. No reply from the devs, nothing. I think it's safe to say that the customer service from PW/Cryptic sucks.
  • grouchyotakugrouchyotaku Member Posts: 0 Arc User
    edited December 2013
    bayonettawiccan wrote: »
    It's been nearly a day since this has been reported and yet nothing has been done. No reply from the devs, nothing. I think it's safe to say that the customer service from PW/Cryptic sucks.

    Since your problems are being caused by the Cogent Communication backbone, there is very little that Cryptic/PWE can do to fix the problem. The only thing they can do is to complain to Cogent. And compared to some of the other companies that Cogent hosts (such as Netflix) PWE is a very small fish in a very big pond...

    And the Dev's don't have anything related to this problem, as its the PWE IT staff that is responsible for the networks, not Customer Service or the Devs.
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