test content
Logo
What is the Arc Client?
Install Arc
Server disconnects
mordechaiyisrael
Member Posts: 5 Arc User
From Sept 17 2018 until today Oct 2 2018, I have been going back and forth finally ending with several emails to Chancellor Knuckles after it was escalated.
It started off that I was getting tons of afks simply because I was disconnected from the server during breach. I cannot easily get into or load DS9 even now. This is making the game impossible.
Attached is the email information
Ticket Reference # 180916-000334
Response By Email (Chancellor Knuckles) (10/02/2018 11:10 AM)
Hello,
At this point, the issue might be with the servers themselves, which means you may need to file a report on our website. If you haven't already done so, I strongly encourage you to submit an in-game bug report by selecting "Bug Report" from the list of available help options. Even though you won't receive a response to that report, it will be sent to the devs and the QA team. Something else you may want to do is post about this issue on the official bug reports forum: https://www.arcgames.com/en/forums/startrekonline#/categories/gameplay-bug-reports
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (10/01/2018 04:42 PM)
I'm attaching the new one.
What's bad is the STO Facebook groups are full of people complaining about these issues.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (10/01/2018 11:46 AM)
Hello,
Please send me an updated DXDiag, and I will see if there is anything else I can offer for your issue.
Thank you for your continued patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/28/2018 07:12 PM)
According to the website you pointed me to, my graphics drivers were up to date. I ran everything and it said Wireless, Bluetooth, and System CMOS were not up to date. So I updated them. I then went to Dell to see if they had anything to update. So I spent five hours doing updates for the remaining drivers.
I still ended up with server login errors.
Positive note though, I have narrowed down all the issues to two locations. Breach event and DS9. If I can stay logged in enough to get OFF DS9, I seem to have better luck.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/27/2018 01:25 PM)
Hello,
I have looked at your DXDiag, and can see that your Intel drivers are out of date. With the release of the Fall Creators Update, Windows 10 now requires your graphics card drivers to have the latest version in order to function properly. (Due to certain files being required, such as driver models that are compliant with WDDM 2.3)
Please go to the following link, and download the latest drivers for your card. Thank you for your continued patience in this matter.
https://downloadcenter.intel.com/
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/26/2018 02:40 PM)
See attached.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/26/2018 11:49 AM)
Hello,
It would be helpful to us if you could tell us some of your computer's information. Please submit a DxDiag log by following the steps below:
A. What is the make and model number (if relevant) of your computer?
B. To create a DxDiag log:
1. Open the DirectX Diagnostic tool
*Windows 10
a. Click or tap the Magnifying Glass (search) icon and type "dxdiag" (without quotation marks), then hit enter
* Windows 8.1
a. Swipe in from the right edge of the screen, and then tap "Search"; or point your mouse to the upper-right corner of your screen, move the mouse pointer down, click "Search"
b. Type "dxdiag" (without quotation marks), and then tap or click "dxdiag"
* Windows Vista/7
a. Click the Windows "Start" button.
b. Type "dxdiag" or "dxdiag.exe" (without quotation marks) in the search box.
c. Select "dxdiag" or "dxdiag.exe".
2. Click on "Save All Information as a text file" and save it on your desktop.
3. Attach the dxdiag.txt that you saved in your reply.
Thank you for your patience.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/25/2018 06:06 PM)
Yes it is
Attached is an attempt from about an hour or so ago. I was able to at least get OUT of DS9. It seems to act up during map changes and to a lesser extent during combat... assuming one can get to combat.
And sorry the others were misnamed, they should have all been Sep 24.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/25/2018 04:50 PM)
Hello,
Thank you for the information. Looking at the console log, I can see that the server connection times out, so that confirms there is an issue with the connection itself.
Can you please tell me if this is still occurring? We had an extended maintenance this morning, so I would like to verify if the issue is still present in game.
Thank you for your patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/24/2018 02:59 PM)
So I tried again now to try for the endeavour. I saw a patch come through. Here is the latest disaster. Attached. I lost my keyboard apparently as far as arc or sto is concerned. That "Press Any Key" failed several times. Obviously since I am typing to you from my computer, you can see my keyboard is working fine.
I still wasn't able to do anything with DS9, then it timed out.
Not sure how much attention you are paying to the various STO groups on Facebook, but this is pretty horrible. Several people are posting about it. One had 7 disconnects in an hour while they were trying to play Home. Me, I would just like to log in and get the endeavour (provided it isn't tholian captain... I hate that one).
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Customer By CSS Email () (09/24/2018 10:58 AM)
OK so I did not even get to get logged onto DS9. It dropped at about 99%.
See attached.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Customer By CSS Email () (09/24/2018 10:36 AM)
Ok something launched this time.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/24/2018 09:54 AM)
Hello,
Thank you for trying.
Can you also add -console to the command line in the launcher's options menu? I have heard from the development team that this should allow it to remain after a crash.
Thank you again for your patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/22/2018 06:22 AM)
It has taken me literally over 15 minutes to get into ds9. It was sitting at about 97-98 for most of that 15 minutes.
Sent from my iPhone please excuse any typos.
Customer By CSS Email () (09/22/2018 06:05 AM)
So I added the line you said but there is no dos prompt. All STO is doing is taking longer than usual to load video.
Sorry it took a bit, I had the GRE.
Sent from my iPhone please excuse any typos.
Response By Email (Chancellor Knuckles) (09/19/2018 11:33 AM)
Hello,
Thank you for the information. I have spoken with the development team, and they would like you to add a command to the Command Line in the Launcher Options menu in order to better troubleshoot the issue.
Please go to \Program Files (x86)\Arc\Star Trek Online_en (or Program Files, if you are on a 32-bit client).
Locate the Star Trek Online application, then right-click it and create a shortcut to your desktop.
Right-click the shortcut, select Properties, and place -console at the end of the Target Line, making sure there is a space between the end of the line and -console.
Run this shortcut, and the console should appear.
A DOS command prompt window should appear when you start the game, so when the game dies can you save the information to a text file and then attach it to this ticket? This console window should tell us what happens right before the game dies out, which I will send on the dev team. Thank you for your continued patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/18/2018 11:10 AM)
As I mentioned before, patching is disabled.
I am not behind a firewall.
My antivirus is disabled (actually I completely removed it on this machine). My malware programs like spybot and adaware are both disabled. The programs you mentioned are not installed on this machine. When I play, the only thing that is open is Arc. (Once in a while word will also be open) I will access the internet from my phone if I need help because Chrome will crash Arc.
I am not playing on a wireless connection, I am plugged directly into the cable modem using an ethernet cord. The modem has been rebooted several times and we can safely assume it is probably not the modem at this point. We have even tried replacing the modem. We have tried to see if maybe the issue is too many people on the modem at once, but it happens when I am alone as well. I have had the same thing happen on two separate computers (different OS as well) in three separate locations.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/18/2018 10:26 AM)
Hello,
Thank you for contacting us and I apologize for the issue.
Your trace looks okay, so do you have On-demand patching enabled? Please go into the launcher, select Options, then make sure said setting is not enabled. Save the settings, then try again. Please also make sure to disable any gameplay proxies, just to be safe.
Try closing any and all third-party programs that are running in the background. Those known to conflict with our titles include: RivaTuner Statistics Server, MSI Afterburner, and SteelSeries Engine 3 software.
Are you behind a firewall? You may want to try disabling Windows Firewall or any other firewall or router settings that may block access to the game or download.
Are you playing on a wireless connection? Our games require a stable connection, in order to ensure optimal quality and connectivity, so if you are on a wireless or unstable connection, that could explain the issue.
Also, try pausing/disabling your antivirus before starting/installing the game. Some users have noticed issues with BitDefender and Kaspersky blocking their logins/download.
Finally, please restart your modem and router, and see if that clears up the issue.
Thank you for your patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Response By Email (Chroma) (09/18/2018 07:12 AM)
Hello,
Thank you for replying back and for providing the requested information.
Please do not worry as I have escalated this ticket to the next tier for further investigation. Please be patient as they will update this ticket once their investigation is complete.
If the issue has been resolved before their investigation is complete, this ticket can be closed at any time. If you need further assistance, feel free to contact us anytime.
Regards,
Chroma
Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/17/2018 04:28 PM)
I'm using Comcast (feel bad for me) and I am in Augusta GA.
I didn't have any trouble with disconnects until a few months ago when I got my LTS before VIL came out. Everything on my end has been swapped out and upgraded and your game is the only one giving me trouble.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chroma) (09/17/2018 03:57 PM)
Hello,
Thank you for replying back.
I apologize that you still experienced those disconnections despite trying those workarounds. We would like to ask for your traceroute log. Please follow the instructions below and attach the result in your ticket response.
1. Open the Command Prompt
* Windows 10
a. Click or tap the Magnifying Glass (Search) icon in the taskbar and type "cmd"
* Windows 8.1
a. Swipe up to open the Apps screen; or if you're using a mouse, click the down arrow icon at the bottom of your screen.
b. Swipe to the right and look for the "Windows System" tab.
c. Tap or click "Command Prompt".
* Windows Vista/7
a. Click the Windows "Start" button.
b. Type "Command Prompt" (without quotation marks) in the search box.
c. In the list of results, click "Command Prompt".
2. On the Command Prompt window, type in (exactly as it is typed here): tracert patchserver.crypticstudios.com
3. Wait for the traceroute to complete.
4. Right Click on the window.
5. Select the "Select all" option.
6. Hit "Enter".
7. Paste it on your notepad and save it as tracert.txt (** do not paste it directly in your ticket **).
8. Include in the body of your e-mail what Internet Service Provider you are using and what part of the world you are trying to connect from.
We will go through that information and see if we can determine what the issue could be. Thank you very much for your patience and continued patronage.
Regards,
Chroma
Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/17/2018 02:55 PM)
I disabled all those things months ago. Didn’t help the issue.
Sent from my iPhone please excuse any typos.
Response By Email (Chroma) (09/17/2018 02:15 PM)
Hello,
Thank you for contacting us.
I'm sorry to hear that you encountered connection issues in-game and I understand how frustrating it can be. Please try disabling the 'On-demand patching' and Force Verifying your client in an attempt to resolve the issue. To do this, simply run the game launcher, then look for the 'Options' menu located at the upper right corner. Once you are on the Options window, un-tick the checkbox for 'On-demand patching' then tick the checkbox for 'Force verify' which are both located at the 'Patching' category. After that, choose Save.
Make sure that the program is not being blocked by any type of permission issue for admin, firewall settings, or Anti-virus settings that may be preventing the program from making a connection to the Internet. Try to run the game client as an Administrator as well.
We deeply apologize for the inconvenience you are currently experiencing regarding this matter. If you have other questions you'd like to ask in the future, feel free to contact us again.
Regards,
Chroma
Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By () (09/16/2018 08:30 AM)
This is my second time getting an afk from The Breach event, which was due to a server disconnect. This time it took me over 10 minutes to log back in. I dced when we just started and reconneded when they were at the core and I was still outside. What BS is this? Some way to force people to buy the new pack?
It started off that I was getting tons of afks simply because I was disconnected from the server during breach. I cannot easily get into or load DS9 even now. This is making the game impossible.
Attached is the email information
Ticket Reference # 180916-000334
Response By Email (Chancellor Knuckles) (10/02/2018 11:10 AM)
Hello,
At this point, the issue might be with the servers themselves, which means you may need to file a report on our website. If you haven't already done so, I strongly encourage you to submit an in-game bug report by selecting "Bug Report" from the list of available help options. Even though you won't receive a response to that report, it will be sent to the devs and the QA team. Something else you may want to do is post about this issue on the official bug reports forum: https://www.arcgames.com/en/forums/startrekonline#/categories/gameplay-bug-reports
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (10/01/2018 04:42 PM)
I'm attaching the new one.
What's bad is the STO Facebook groups are full of people complaining about these issues.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (10/01/2018 11:46 AM)
Hello,
Please send me an updated DXDiag, and I will see if there is anything else I can offer for your issue.
Thank you for your continued patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/28/2018 07:12 PM)
According to the website you pointed me to, my graphics drivers were up to date. I ran everything and it said Wireless, Bluetooth, and System CMOS were not up to date. So I updated them. I then went to Dell to see if they had anything to update. So I spent five hours doing updates for the remaining drivers.
I still ended up with server login errors.
Positive note though, I have narrowed down all the issues to two locations. Breach event and DS9. If I can stay logged in enough to get OFF DS9, I seem to have better luck.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/27/2018 01:25 PM)
Hello,
I have looked at your DXDiag, and can see that your Intel drivers are out of date. With the release of the Fall Creators Update, Windows 10 now requires your graphics card drivers to have the latest version in order to function properly. (Due to certain files being required, such as driver models that are compliant with WDDM 2.3)
Please go to the following link, and download the latest drivers for your card. Thank you for your continued patience in this matter.
https://downloadcenter.intel.com/
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/26/2018 02:40 PM)
See attached.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/26/2018 11:49 AM)
Hello,
It would be helpful to us if you could tell us some of your computer's information. Please submit a DxDiag log by following the steps below:
A. What is the make and model number (if relevant) of your computer?
B. To create a DxDiag log:
1. Open the DirectX Diagnostic tool
*Windows 10
a. Click or tap the Magnifying Glass (search) icon and type "dxdiag" (without quotation marks), then hit enter
* Windows 8.1
a. Swipe in from the right edge of the screen, and then tap "Search"; or point your mouse to the upper-right corner of your screen, move the mouse pointer down, click "Search"
b. Type "dxdiag" (without quotation marks), and then tap or click "dxdiag"
* Windows Vista/7
a. Click the Windows "Start" button.
b. Type "dxdiag" or "dxdiag.exe" (without quotation marks) in the search box.
c. Select "dxdiag" or "dxdiag.exe".
2. Click on "Save All Information as a text file" and save it on your desktop.
3. Attach the dxdiag.txt that you saved in your reply.
Thank you for your patience.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/25/2018 06:06 PM)
Yes it is
Attached is an attempt from about an hour or so ago. I was able to at least get OUT of DS9. It seems to act up during map changes and to a lesser extent during combat... assuming one can get to combat.
And sorry the others were misnamed, they should have all been Sep 24.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/25/2018 04:50 PM)
Hello,
Thank you for the information. Looking at the console log, I can see that the server connection times out, so that confirms there is an issue with the connection itself.
Can you please tell me if this is still occurring? We had an extended maintenance this morning, so I would like to verify if the issue is still present in game.
Thank you for your patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/24/2018 02:59 PM)
So I tried again now to try for the endeavour. I saw a patch come through. Here is the latest disaster. Attached. I lost my keyboard apparently as far as arc or sto is concerned. That "Press Any Key" failed several times. Obviously since I am typing to you from my computer, you can see my keyboard is working fine.
I still wasn't able to do anything with DS9, then it timed out.
Not sure how much attention you are paying to the various STO groups on Facebook, but this is pretty horrible. Several people are posting about it. One had 7 disconnects in an hour while they were trying to play Home. Me, I would just like to log in and get the endeavour (provided it isn't tholian captain... I hate that one).
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Customer By CSS Email () (09/24/2018 10:58 AM)
OK so I did not even get to get logged onto DS9. It dropped at about 99%.
See attached.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Customer By CSS Email () (09/24/2018 10:36 AM)
Ok something launched this time.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/24/2018 09:54 AM)
Hello,
Thank you for trying.
Can you also add -console to the command line in the launcher's options menu? I have heard from the development team that this should allow it to remain after a crash.
Thank you again for your patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/22/2018 06:22 AM)
It has taken me literally over 15 minutes to get into ds9. It was sitting at about 97-98 for most of that 15 minutes.
Sent from my iPhone please excuse any typos.
Customer By CSS Email () (09/22/2018 06:05 AM)
So I added the line you said but there is no dos prompt. All STO is doing is taking longer than usual to load video.
Sorry it took a bit, I had the GRE.
Sent from my iPhone please excuse any typos.
Response By Email (Chancellor Knuckles) (09/19/2018 11:33 AM)
Hello,
Thank you for the information. I have spoken with the development team, and they would like you to add a command to the Command Line in the Launcher Options menu in order to better troubleshoot the issue.
Please go to \Program Files (x86)\Arc\Star Trek Online_en (or Program Files, if you are on a 32-bit client).
Locate the Star Trek Online application, then right-click it and create a shortcut to your desktop.
Right-click the shortcut, select Properties, and place -console at the end of the Target Line, making sure there is a space between the end of the line and -console.
Run this shortcut, and the console should appear.
A DOS command prompt window should appear when you start the game, so when the game dies can you save the information to a text file and then attach it to this ticket? This console window should tell us what happens right before the game dies out, which I will send on the dev team. Thank you for your continued patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/18/2018 11:10 AM)
As I mentioned before, patching is disabled.
I am not behind a firewall.
My antivirus is disabled (actually I completely removed it on this machine). My malware programs like spybot and adaware are both disabled. The programs you mentioned are not installed on this machine. When I play, the only thing that is open is Arc. (Once in a while word will also be open) I will access the internet from my phone if I need help because Chrome will crash Arc.
I am not playing on a wireless connection, I am plugged directly into the cable modem using an ethernet cord. The modem has been rebooted several times and we can safely assume it is probably not the modem at this point. We have even tried replacing the modem. We have tried to see if maybe the issue is too many people on the modem at once, but it happens when I am alone as well. I have had the same thing happen on two separate computers (different OS as well) in three separate locations.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chancellor Knuckles) (09/18/2018 10:26 AM)
Hello,
Thank you for contacting us and I apologize for the issue.
Your trace looks okay, so do you have On-demand patching enabled? Please go into the launcher, select Options, then make sure said setting is not enabled. Save the settings, then try again. Please also make sure to disable any gameplay proxies, just to be safe.
Try closing any and all third-party programs that are running in the background. Those known to conflict with our titles include: RivaTuner Statistics Server, MSI Afterburner, and SteelSeries Engine 3 software.
Are you behind a firewall? You may want to try disabling Windows Firewall or any other firewall or router settings that may block access to the game or download.
Are you playing on a wireless connection? Our games require a stable connection, in order to ensure optimal quality and connectivity, so if you are on a wireless or unstable connection, that could explain the issue.
Also, try pausing/disabling your antivirus before starting/installing the game. Some users have noticed issues with BitDefender and Kaspersky blocking their logins/download.
Finally, please restart your modem and router, and see if that clears up the issue.
Thank you for your patience in this matter.
Regards,
Chancellor Knuckles
Senior Game Master
Perfect World Entertainment
http://support.arcgames.com/
Response By Email (Chroma) (09/18/2018 07:12 AM)
Hello,
Thank you for replying back and for providing the requested information.
Please do not worry as I have escalated this ticket to the next tier for further investigation. Please be patient as they will update this ticket once their investigation is complete.
If the issue has been resolved before their investigation is complete, this ticket can be closed at any time. If you need further assistance, feel free to contact us anytime.
Regards,
Chroma
Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/17/2018 04:28 PM)
I'm using Comcast (feel bad for me) and I am in Augusta GA.
I didn't have any trouble with disconnects until a few months ago when I got my LTS before VIL came out. Everything on my end has been swapped out and upgraded and your game is the only one giving me trouble.
"The brick walls are there for a reason. The brick walls are not there to keep us out; the brick walls are there to give us a chance to show how badly we want something." - Dr. Randy Pausch
Response By Email (Chroma) (09/17/2018 03:57 PM)
Hello,
Thank you for replying back.
I apologize that you still experienced those disconnections despite trying those workarounds. We would like to ask for your traceroute log. Please follow the instructions below and attach the result in your ticket response.
1. Open the Command Prompt
* Windows 10
a. Click or tap the Magnifying Glass (Search) icon in the taskbar and type "cmd"
* Windows 8.1
a. Swipe up to open the Apps screen; or if you're using a mouse, click the down arrow icon at the bottom of your screen.
b. Swipe to the right and look for the "Windows System" tab.
c. Tap or click "Command Prompt".
* Windows Vista/7
a. Click the Windows "Start" button.
b. Type "Command Prompt" (without quotation marks) in the search box.
c. In the list of results, click "Command Prompt".
2. On the Command Prompt window, type in (exactly as it is typed here): tracert patchserver.crypticstudios.com
3. Wait for the traceroute to complete.
4. Right Click on the window.
5. Select the "Select all" option.
6. Hit "Enter".
7. Paste it on your notepad and save it as tracert.txt (** do not paste it directly in your ticket **).
8. Include in the body of your e-mail what Internet Service Provider you are using and what part of the world you are trying to connect from.
We will go through that information and see if we can determine what the issue could be. Thank you very much for your patience and continued patronage.
Regards,
Chroma
Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By CSS Email () (09/17/2018 02:55 PM)
I disabled all those things months ago. Didn’t help the issue.
Sent from my iPhone please excuse any typos.
Response By Email (Chroma) (09/17/2018 02:15 PM)
Hello,
Thank you for contacting us.
I'm sorry to hear that you encountered connection issues in-game and I understand how frustrating it can be. Please try disabling the 'On-demand patching' and Force Verifying your client in an attempt to resolve the issue. To do this, simply run the game launcher, then look for the 'Options' menu located at the upper right corner. Once you are on the Options window, un-tick the checkbox for 'On-demand patching' then tick the checkbox for 'Force verify' which are both located at the 'Patching' category. After that, choose Save.
Make sure that the program is not being blocked by any type of permission issue for admin, firewall settings, or Anti-virus settings that may be preventing the program from making a connection to the Internet. Try to run the game client as an Administrator as well.
We deeply apologize for the inconvenience you are currently experiencing regarding this matter. If you have other questions you'd like to ask in the future, feel free to contact us again.
Regards,
Chroma
Game Master
Perfect World Entertainment
http://support.arcgames.com/
Customer By () (09/16/2018 08:30 AM)
This is my second time getting an afk from The Breach event, which was due to a server disconnect. This time it took me over 10 minutes to log back in. I dced when we just started and reconneded when they were at the core and I was still outside. What BS is this? Some way to force people to buy the new pack?
0