test content
What is the Arc Client?
Install Arc

Connectivity issue

SystemSystem Member, NoReporting Posts: 178,019 Arc User
I have been having an issue since yesterday with connection to the sever. I'm not getting disconnected, but I have really bad lag (NPCs and people are walking by and then freezing and then moving and freezing again) and I keep getting the SERVER NOT RESPONDING message. What could be the cause of this? My internet is running fine, it seems to be just STO.
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Red_Satyr wrote:
    I have been having an issue since yesterday with connection to the sever. I'm not getting disconnected, but I have really bad lag (NPCs and people are walking by and then freezing and then moving and freezing again) and I keep getting the SERVER NOT RESPONDING message. What could be the cause of this? My internet is running fine, it seems to be just STO.

    Your Internet may not be running fine, the TCP 7xxx port could have packet loss. It's not uncommon for ISPs to prioritize VoIP, HTTP, HTTPS, WoW, and other common port traffic but not unused high ports like TCP 7000-7500 that P2P and other programs run on.

    Here is what you can do to check.
    • Run STO in windowed mode (ALT ENTER or video options)
    • Have a command prompt open and minimized to the task bar (Start - Run - CMD)
    • When the lag and disconnects occur run netstat -n and write down the STO server IP and port (208.95.18x.TRIBBLE:7xxx)
    • Run Ping Plotter (this will take up system resources), set the TCP port to the 7xxx port from netstat that shows for the 208.95.18x.TRIBBLE address. Start trace on the same 208.95.18x.TRIBBLE server address.
    • When the 100 samples at 2.5 second intervals is done, save the results to the text file on your desktop and copy paste the entire results here. You may very well find that your samples have missing data for the final hop (server IP) AND a few hops (routers) on the way to it.

    What this will do is show you specific TCP port to server packet loss and ping. You can export that information and close Ping Plotter when it is done. Like I mentioned, having Ping Plotter running on the same system will take up resources so don't plan on doing anything too important in the game. If you have a second computer at your location, use that for Ping Plotter instead.

    If you don't want to use Ping Plotter for this limited testing during the lag, you can also run nettest while the game is running windowed but it won't be checking the server nor specific TCP 7xxx port.

    Full details on using netstat -n, Ping Plotter, and WinPcap are in my FAQ network troubleshooting section. There is also a section on packet capture but only use that if you are familiar with TCP and using packet captures. Ping Plotter with TCP "ping" trending is actually more useful in your case.

    http://forums.startrekonline.com/showthread.php?p=2281229#post2281229
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Thanks, I'll try this in the morning. If I find the the ports are the problem, what should I do? Last time I called my ISP, they said they don't know about any ports and don't deal with them (something along those lines, I think the call center for my ISP is in India...).
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Red_Satyr wrote:
    Thanks, I'll try this in the morning. If I find the the ports are the problem, what should I do? Last time I called my ISP, they said they don't know about any ports and don't deal with them (something along those lines, I think the call center for my ISP is in India...).

    :D Yeah, it might help you get to a tier 2 or tier 3 network engineer - that's what you want. If you tell them you were pinging they might just blow you off because that is ICMP traffic versus actually getting latency from a TCP xxxx trend.

    We found a guy really close the servers that is getting like 26% packet loss on TCP 7255 on and off, the data shows it occurres on the hops before the server.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Check your modem, cables, hardware if its not the hardware or cables its probably the modem because i used to have a problem with downloads because it was going bad
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Amp01 wrote:
    Check your modem, cables, hardware if its not the hardware or cables its probably the modem because i used to have a problem with downloads because it was going bad

    That is due to small packets in the patching process ~45% of the traffic has packet lengths between 40 and 79 bytes.

    EDIT: That 40 to 79 bytes percentage goes up to ~63% in game, but the rate is lower.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I do not understand why suddenly all different people who play this game start getting the same server disconnect messages. My friend and I have both a different ISP. So I believe that something has changed with one of the last patches.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Schlitt wrote:
    I do not understand why suddenly all different people who play this game start getting the same server disconnect messages. My friend and I have both a different ISP. So I believe that something has changed with one of the last patches.

    Please post some details for us.

    Windows version (XP, Vista, Win7) and if it is 32 or 64bit
    Wired or wireless connection to your computer
    Brand, model, and revision of your router / modem
    Brand, model, and driver version and date of your network adapter
    Country you are located in, your ISP name, and type of service (DSL, cable, etc)
    Are you using a proxy in the launcher options and if so which proxy is selected

    You can review my FAQ
    http://forums.startrekonline.com/showthread.php?p=2104036#post2104036

    My network troubleshooting tools instructions
    http://forums.startrekonline.com/showthread.php?p=2281229#post2281229
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Please post some details for us.

    Windows version (XP, Vista, Win7) and if it is 32 or 64bit
    Wired or wireless connection to your computer
    Brand, model, and revision of your router / modem
    Brand, model, and driver version and date of your network adapter
    Country you are located in, your ISP name, and type of service (DSL, cable, etc)
    Are you using a proxy in the launcher options and if so which proxy is selected

    You can review my FAQ
    http://forums.startrekonline.com/showthread.php?p=2104036#post2104036

    My network troubleshooting tools instructions
    http://forums.startrekonline.com/showthread.php?p=2281229#post2281229

    Windows version Win7 64 bits
    Wired connection
    Brand, model and revision of router/modem: F@st3202 version 3202_2601EC
    Brand, model, and driver version and date network adapter: Realtek PCIe GBE Family Controller: Realtek: Driverdate 20.aug.2009, Driver version: 7.6.820.2009.
    Networkadapter is onboard of my Gigabyte motherboard: GA-X48T-DQ6
    PC: Intel(r) Core(TM)2 Duo CPU E8400 @ 2.00Ghz 2.67Ghz
    InterRam: 8 GB
    Videocard: ATI Radeon Sapphire HD4870 512m GDDR5
    Country: The Netherlands
    ISP name: Online (www.online.nl)
    DSL: 4096 Kbps download and 512 Kpbs upload
    Proxy: No proxy

    What I do not understand is that 2 days ago it was all fine. And now it isn't.
    But in the meantime I used the option in the main start up screen and set the proxy to EU.

    In order to check if that helps.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Schlitt wrote:
    Windows version Win7 64 bits
    Brand, model, and driver version and date network adapter: Realtek PCIe GBE Family Controller: Realtek: Driverdate 20.aug.2009, Driver version: 7.6.820.2009.
    Country: The Netherlands

    What I do not understand is that 2 days ago it was all fine. And now it isn't.
    But in the meantime I used the option in the main start up screen and set the proxy to EU.

    In order to check if that helps.

    Do check the proxy EU option and see if that addresses disconnects.

    There have been posts with Windows 7 64bit and the Realtek driver needing to be updated, there is one from 22 Feb 2010 on their website.

    Win7 Driver 7.012 2010/2/22 524k
    http://www.realtek.com.tw/Downloads/downloadsView.aspx?Langid=1&PNid=13&PFid=5&Level=5&Conn=4&DownTypeID=3&GetDown=false

    If the proxy and or the current driver for your network adapter don't address your disconnects you can do some troubleshooting to see if your ISP, or a hop along the way to Cryptic, is dropping your TCP 7000-7500 traffic. I've helped quite a few people now and find this to be the common if it wasn't theirl PC or modem/router.

    Please see my earlier post in this thread for those details.

    http://forums.startrekonline.com/showthread.php?p=2296097#post2296097

    UPDATE: I did find complaints of disconnects in WoW with the Sagem Fast 3202. If the proxy and network adapter drivers do not address your issue, you can try setting your Realtek network adapter to 10 full instead of auto negotiation. It is possible the small packets (40 - 79 bytes in size) are overwhelming the modem and this is a very easy and temporary test that you can perform.

    If you need instructions on how to change your network adapter speed, here are the steps.

    If this causes your network connection to be lost, simply change it back to AUTO and reboot your computer or repair this network interface
    • Open Start, point to Control Panel, point to Network Connections, and then click the relevant network connection (by default, Local Area Connection). The Local Area Connection Status dialog box opens.
    • Click Properties. The Local Area Connection Properties dialog box opens. Choose Continue if a permissions confirmation box displays.
    • Click Configure. The Network Connection Properties dialog box for the network adapter opens.
    • Click the Advanced tab.
    • In the Property list, click the property that corresponds to the connection type, such as Duplex Mode, Media, Media Type, or Link Speed & Duplex, depending on the adapter's attributes.
    • In the Value list, click 10 Mbps Full Duplex.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I've updated the realtek drivers and set the proxy to EU.

    I'll keep you informed if this solved my problems. Otherwise I have to contact my ISP.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Schlitt wrote:
    I've updated the realtek drivers and set the proxy to EU.

    I'll keep you informed if this solved my problems. Otherwise I have to contact my ISP.

    I updated my original reply to you, I did find some disconnect issues with that brand and model of modem. It's possible setting your Realtek network adapter to 10 full may address small packet overload on your modem. If your proxy and driver don't address your disconnects, try this before you move to your ISP. That should be quicker. :)
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Turns out it's most likely my router. I'll have to check out some way to manually allow the ports or whatever, seeing as my router is too old for the manufacturer to provide tech support without spending about $30.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Red_Satyr wrote:
    Turns out it's most likely my router. I'll have to check out some way to manually allow the ports or whatever, seeing as my router is too old for the manufacturer to provide tech support without spending about $30.
    Port forward isn't needed, but you may be running into the issue of small packets outbound on your router internal network interface (LAN side). Try setting this interface down to 10 FULL from auto negotiation (or from 100 full).If wireless use 802.11b instead of 802.11b/g. If you don't have admin access to your router you can change your network adapter on your PC. Details are in my FAQ if you don't know how to do this.

    This and most other online real time games out there send a lot of small packets - a majority of the packets are 40 to 79 bytes including header.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    From what I can determine, I need to make sure my (Linksys) router allows access to certain ports. Only issue I'm running into is, the page I need to get to that allows me access to my router won't fully load, likely due to it needing to be updated. Only, it won't update. So, I figure this will be solved if I get a new router (mine is 2 years old, if not 3).
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Red_Satyr wrote:
    From what I can determine, I need to make sure my (Linksys) router allows access to certain ports. Only issue I'm running into is, the page I need to get to that allows me access to my router won't fully load, likely due to it needing to be updated. Only, it won't update. So, I figure this will be solved if I get a new router (mine is 2 years old, if not 3).

    Default setting on a Linksys will allow all outbound TCP, you do not need to setup port fowarding.

    You can do a flash upgrade on your Linksys using the reset button (small pin button). 2-3 years old should be fine. Just look up the model number on their support page.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Ah, I see what you mean now. I wasn't understanding that. If I reset the router, will it reset all the current settings and network pw, etc.?
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    I updated my original reply to you, I did find some disconnect issues with that brand and model of modem. It's possible setting your Realtek network adapter to 10 full may address small packet overload on your modem. If your proxy and driver don't address your disconnects, try this before you move to your ISP. That should be quicker. :)

    milehighscott, thanks for this info. This solved my problem.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Red_Satyr wrote:
    Ah, I see what you mean now. I wasn't understanding that. If I reset the router, will it reset all the current settings and network pw, etc.?

    It restores everything back to factory settings, so you will lose everything you changed on that router.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    i haven t been able to log on for over 1 week now. My connection is fine. 8.08 mbps / ping 39 / 0% packet loss.
    It worked fine when STO started .. no idea why it can t connect all of a sudden.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Red_Satyr wrote:
    Ah, I see what you mean now. I wasn't understanding that. If I reset the router, will it reset all the current settings and network pw, etc.?

    Yes, but beyond the simple reset there is a way to upload a new flash file to your Linksys through that reset option. The details on found on the Linksys support forum, but it sounds like you are OK for now with the network speed setting. :)

    If you are having issues with running your network adapter on your PC at 10 full (internal network data transfers for example), you can see if setting your modem LAN side network speed to 10 full fixes it after you have changed your PC network adapter back to auto.

    The speed setting is just a workaround the small packet performance issue for network hardware, but for most 1.2Mbytes/sec should be plenty for their ISP bandwidth.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Liquid07 wrote: »
    i haven t been able to log on for over 1 week now. My connection is fine. 8.08 mbps / ping 39 / 0% packet loss.
    It worked fine when STO started .. no idea why it can t connect all of a sudden.

    Hi liquid, we'll need more information, such as errors in the sto logs that match current stamps for example. Where does the game hang, does it report a billing error when you attempt login by entering your user name, password, and click submit?

    Make sure you don't have a firewall and antivirus program blocking start trek online.exe and gameclient.exe from going outbound to the internet. Also make sure TCP 7000 through 7500 are open outbound to the internet on any software firewall on your PC or on your hardware modem / router / firewall.

    Take a look at my FAQ, once we know where the STO game is hanging or stopping and what errors it is reporting we can move forward with additional troubleshooting ideas or a fix.

    http://forums.startrekonline.com/showthread.php?p=2104036#post2104036
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Well I'm back with the problems. Have played several days without any problems. And bang, as of today a new patch in STO and I get disconnected from server once again. Why? How?

    This isn't logical unless there is a mass problem with people trying to log on and try to play the game.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    Schlitt wrote:
    Well I'm back with the problems. Have played several days without any problems. And bang, as of today a new patch in STO and I get disconnected from server once again. Why? How?

    This isn't logical unless there is a mass problem with people trying to log on and try to play the game.

    If using EU proxy or from outside USA, look at this known issue occuring

    http://forums.startrekonline.com/showthread.php?t=135198
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited March 2010
    If using EU proxy or from outside USA, look at this known issue occuring

    http://forums.startrekonline.com/showthread.php?t=135198

    yeah mine won't even verify my version now.. stuck at "patching" ... *whistles a cheerful tune*
Sign In or Register to comment.