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

Connection to the account server timed out

SystemSystem Member, NoReporting Posts: 178,019 Arc User
edited March 2013 in Windows and General: PC, Network, and Other Technical Issues
TL;DR: Can't log in since 2 days ago, and I'm wondering if the login server is down for everybody, because of the Champions Online release, or is it just me?

Ok, here's what happened. On Monday the 24th, I reactivated my subscription to STO, and I installed the game client with the 4GB patch. I was able to get in the game, but not for more than a few minutes at a time due to lag and being kicked off. As I understand it, the game went down that night for some sort of maintenance related to a new game they're releasing.

I tried again on Tuesday the 25th in at 7AM central time, and again at 7PM central time. What would happen is the launcher would freeze (see attached screenshot).

When I ran the game client directly, it would freeze contacting the login server, and then return to the login screen with the message "Connection to the account server timed out. Press the Support button for additional help"

At first, I figured it was due to extended maintenance, but now I'm concerned because the problem is still happening as of the morning of the 26th, and I don't see any forum threads about it. So - maybe I'm the only one having this issue?

By the way, my connection is Comcast, right now it's showing 21Mb/s up and 3 Mb/s down, it works fine for everything else (e.g. Netflix streaming, etc). I also ran something called Champions Online nettest.exe and it came back fine (i think - see screenshot).

I also tried disabling Windows Firewall, but it had no effect, so I put it back.

I'm a programmer by trade, I'm also Cisco-certified so I don't mind doing any advanced troubleshooting, but please don't send me on any wild goose chases (e.g. "reinstall your video drivers"). At this point I am mainly interested in knowing if the login servers are down, or if the problem is on my end.
http://forums.startrekonline.com/startrek/images//smilies/smile.gif
Post edited by Unknown User on

Comments

  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    Bump. All I really need to know is are other people able to log in.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    Are you using a wireless connection? If so, you can try disabling the wireless connection and connect to your router or modem directly with a network cable and confirm that you have internet with the wired connection.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    ok your ports look ok withthe nettest reading but your launcher looks wrong.
    The launcher uses MSHTML so certain settings in IE browser will affect the launcher connecting.

    like
    IE is set to work offline
    IE internet options communications tab lan settings is set to use a proxy.
    IE cache corrupted
    IE is set to not display pictures
    Auto fill form is turned on.

    All these setings can messup the launcher.

    So I would check there in IE.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    I've been having a similar issue connecting to Tribble. It sits at "Connecting to the login server" then times out after a few minutes. I can log into Holodeck just fine and I've done a forced verify of the game files, but Tribble login fails.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    Thanks PegasusMD, I think you may be on to something. I do remember getting a Windows Defender warning related to STO, and IE did pop up saying it was going to block some content. I don't remember the exact message, and I couldn't find it again, but since I don't use IE for web surfing, it had to be related to the launcher.

    When I get home, I'll reset IE and see if that fixes the launcher. I had tried to bypass the launcher (when the "Engage" button never showed up) by running gameclient.exe directly, but maybe the game client can't log in unless the launcher does its patch check first.

    At least now I know other people are able to log in, so the problem must be on my end.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    Ok, it worked. Thank you, PegasusMD! After resetting IE, I was able to get into the game. I was still disconnected from Earth Spacedock after about 5 minutes, but I'm going to assume that's a problem on Cryptic's end.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    Aeoden wrote: »
    Ok, it worked. Thank you, PegasusMD! After resetting IE, I was able to get into the game. I was still disconnected from Earth Spacedock after about 5 minutes, but I'm going to assume that's a problem on Cryptic's end.
    sometime lowering the world detail to less than 50 % will help on space docks and planet when zoning .

    also a quick tracert patchserver.crypticstudios.com
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    Oh, ok. Here it is:

    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 13 ms 24 ms 27 ms c-98-215-36-1.hsd1.il.comcast.net [98.215.36.1]
    3 * 10 ms 7 ms te-9-8-ur01.normal.il.chicago.comcast.net [68.85.178.97]
    4 * 17 ms 18 ms te-0-8-0-6-ar01.indianapolis.in.indiana.comcast.net [68.85.183.190]
    5 24 ms 23 ms 23 ms pos-1-14-0-0-ar01.area4.il.chicago.comcast.net [68.87.231.17]
    6 23 ms 23 ms 23 ms pos-1-15-0-0-cr01.chicago.il.ibone.comcast.net [68.86.93.181]
    7 33 ms 23 ms * pos-1-2-0-0-pe01.350ecermak.il.ibone.comcast.net[68.86.86.78]
    8 25 ms 24 ms 23 ms te0-3-0-1.ccr22.ord03.atlas.cogentco.com [154.54.10.253]
    9 * 26 ms 24 ms te0-2-0-1.ccr22.ord01.atlas.cogentco.com [154.54.29.21]
    10 55 ms * 56 ms te0-0-0-2.ccr22.bos01.atlas.cogentco.com [154.54.43.202]
    11 56 ms 85 ms 55 ms te4-2.ccr01.bos06.atlas.cogentco.com [66.28.4.254]
    12 59 ms 57 ms 68 ms 38.111.40.114
    13 56 ms 67 ms 57 ms 208.95.185.41

    Trace complete.
  • Archived PostArchived Post Member Posts: 2,264,498 Arc User
    edited January 2011
    Guess I spoke too soon, I'm able to get into the game now but I'm being kicked off literally every 20 seconds. I finally made it out of Sirius Sector Block into Delta Volanis, and now instead of being kicked off, my ship just kind of rubber-bands everywhere and is virtually unresponsive due to horrible lag. /sigh. Either something else is wrong with my computer or this just isn't a good day for Cryptic.
  • glenntleglenntle Member Posts: 1 Arc User
    edited December 2012
    Archived Post wrote: »
    Guess I spoke too soon, I'm able to get into the game now but I'm being kicked off literally every 20 seconds. I finally made it out of Sirius Sector Block into Delta Volanis, and now instead of being kicked off, my ship just kind of rubber-bands everywhere and is virtually unresponsive due to horrible lag. /sigh. Either something else is wrong with my computer or this just isn't a good day for Cryptic.

    It is appears to be a "*.crypticstudios.com" problem.
    Using (free Sysinternal's) Process Explorer I can see update/patch downloading @ ~60KBs for ~1 before erroring out. Sometimes it can't even connect.

    Http Test: http://isup.me/patchserver.crypticstudios.com =
    "It's not just you! http://patchserver.crypticstudios.com looks down from here." :eek:
    Same with stohttppatch: "It's not just you! http://stohttppatch.crypticstudios.com looks down from here.

    Ping Results: (66% Down time)
    12/22/12 15:56:57 ping 208.95.185.41
    Ping 208.95.185.41 ...
    1 failed :(
    2 failed :(
    3 Addr:208.95.185.41, RTT: 93ms, TTL: 46

    GOING ON THREE DAYS NOW, TRYING EVERY 6 HOURS. :mad:
  • pablonorriganpablonorrigan Member Posts: 2 Arc User
    edited March 2013
    Archived Post wrote: »
    TL;DR: Can't log in since 2 days ago, and I'm wondering if the login server is down for everybody, because of the Champions Online release, or is it just me?

    Ok, here's what happened. On Monday the 24th, I reactivated my subscription to STO, and I installed the game client with the 4GB patch. I was able to get in the game, but not for more than a few minutes at a time due to lag and being kicked off. As I understand it, the game went down that night for some sort of maintenance related to a new game they're releasing.

    I tried again on Tuesday the 25th in at 7AM central time, and again at 7PM central time. What would happen is the launcher would freeze (see attached screenshot).

    When I ran the game client directly, it would freeze contacting the login server, and then return to the login screen with the message "Connection to the account server timed out. Press the Support button for additional help"

    At first, I figured it was due to extended maintenance, but now I'm concerned because the problem is still happening as of the morning of the 26th, and I don't see any forum threads about it. So - maybe I'm the only one having this issue?

    By the way, my connection is Comcast, right now it's showing 21Mb/s up and 3 Mb/s down, it works fine for everything else (e.g. Netflix streaming, etc). I also ran something called Champions Online nettest.exe and it came back fine (i think - see screenshot).

    I also tried disabling Windows Firewall, but it had no effect, so I put it back.

    I'm a programmer by trade, I'm also Cisco-certified so I don't mind doing any advanced troubleshooting, but please don't send me on any wild goose chases (e.g. "reinstall your video drivers"). At this point I am mainly interested in knowing if the login servers are down, or if the problem is on my end.
    http://forums.startrekonline.com/startrek/images//smilies/smile.gif


    I've been having the same issues for a few weeks now...Question: How did you 'reset' IE?
  • pablonorriganpablonorrigan Member Posts: 2 Arc User
    edited March 2013
    How did you 'reset' IE?
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