Login + Disconnection issues (game unplayable)

Comments

• ddesjardins Member Posts: 3,056 Media Corps

  November 2014 edited November 2014

  Experiencing same issue.
  
  I only login to doff anyways- not actually playing the game. I'll try again in a few hours.

  0
• sitaillyria Member Posts: 24 Arc User

  November 2014 edited November 2014

  thx for these elements, it may help, i hope, PW to try to resolve all these new problems that are making game rather unplayable..

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• grouchyotaku Member Posts: 0 Arc User

  November 2014 edited November 2014

  iamlovage wrote: »

  Since the 9.5 episode update, I've had horrific connection issues to the game. As a lifetime subber since pretty much day 1, i'd appreciate a response. I've waited a few days in case it was a screwy router somewhere between me and Cryptic, but it's been almost a week now so it seems unlikely a DDOS or something like that would last that long.
  
  I work for Cisco Systems, in IT, so get as technical as you like with any responses.
  ...
  
  Tracing route to patchserver.crypticstudios.com [208.95.185.41]
  over a maximum of 30 hops:
  
  1 <1 ms <1 ms <1 ms BThomehub.home [192.168.1.254]
  2 * * * Request timed out.
  3 * * 4 ms 31.55.186.133
  ...

  
  Now hop #2/#3, is that your own router, or is this a ISP provided cable modem/dsl gateway? Or is it WiFi ??? 'Trace Route' and 'Path Ping' uses ICMP protocol and its unlikely that a off the shelf router wouldn't support it... And have you tried rebooting/power cycling the unit ?
  
  Now the sustained network throughput as measured by 'Net Test' bounces around, which seems to indicate you can't maintain a consistent connection quality to the local network where the STO Servers, (and the 'Net Test' diagnostic Server) are located. Usually, packet drop is associated with this kind of behavior (intermittent, and often network load related...) If 'Path Ping' had worked, it would show if you were suffering from dropped packets..
  
  'Trace Route' also shows your path involves the Cogent Trans-Atlantic cable connection, which has shown problems in the past. You might want to try using the 'Proxy' option in the Launcher Option Menu, (doesn't hurt to try...) and see if this gets your connection path to by-pass possible network congestion on the Internet Backbone...

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• kanonistis Member Posts: 53 Arc User

  November 2014 edited November 2014

  iamlovage wrote: »

  Since the 9.5 episode update, I've had horrific connection issues to the game. As a lifetime subber since pretty much day 1, i'd appreciate a response. I've waited a few days in case it was a screwy router somewhere between me and Cryptic, but it's been almost a week now so it seems unlikely a DDOS or something like that would last that long.
  
  I work for Cisco Systems, in IT, so get as technical as you like with any responses.
  
  Often the launcher (via Steam if that makes a difference) stalls at "Attempting to connect to controller tracker.." If i'm patient and retry the login button a few times it will connect and the patcher section goes ok. Kinda slower than it used to be, but it works.
  
  Pressing "Engage" I usually get in, but occassionally get the "Unable to connect to account server" message.
  
  Once i'm in game, I get frequent "timed out connecting to Game Server" messages and dropped back to the in-game account login screen. This is usually on a loading screen and the "server not responding" message appears at about 88-90% loading.

  
  same problems here.
  Please do somewhat to fix this Perfect World

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• grouchyotaku Member Posts: 0 Arc User

  November 2014 edited November 2014

  kanonistis wrote: »

  same problems here.
  Please do somewhat to fix this Perfect World

  
  I haven't had any problems playing today from my Silicon Valley connection, so this is unlikely to be a Cryptic/Perfect World problems...

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• gwassalor Member Posts: 164

  November 2014 edited November 2014

  grouchyotaku wrote: »

  I haven't had any problems playing today from my Silicon Valley connection, so this is unlikely to be a Cryptic/Perfect World problems...

  
  That fact that it works for you doesn't mean it works for everyone. Your conclusion is flawed. In fact, based on OP's reports it is the other way round.
  
  1. people are reporting the network issue only affects PW games and other services are working fine
  2. it started after PW maintenance
  
  These both points together inevitably lead to conclusion it's PW's issue. The fact that it only affects subset of PW's connections perhaps makes it more tricky to comprehend, but it does not make it less PW's issue.
  
  I am only little into networking, but this looks like the PW's infrastructure is for whatever reason throttling connections from subset of clients, possibly subset of IP addresses. It can also be that some stupid loadbalancer went haywire and not balancing traffic from subset of clients properly, leading to congestion for them only.
  
  How else you want to explain that I can download stuff via 10MB/s speed from USA to China to wherever and then the nettest to PW servers show 5kB/s? That the character on character selection screen takes 1 minute to load (in line with very slow throughput) even though it was instantaneous before maintenance? My report here: http://sto-forum.perfectworld.com/showthread.php?t=1309101
  
  Please realize, this is not slightly annoying, this is not minor disturbance. The game has been unplayable for past 4 days. If this is to let us forget about those minor disturbances like tray resets or broken Defera City, then you're indeed doing fine. I am LTS, I do invest regularly into the game, coz I think it's fair to support the game when I enjoy it. Now I think it would also be fair if I could actually play it.

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• giveroffacials Member Posts: 0 Arc User

  November 2014 edited November 2014

  grouchyotaku wrote: »

  Now hop #2/#3, is that your own router, or is this a ISP provided cable modem/dsl gateway? Or is it WiFi ??? 'Trace Route' and 'Path Ping' uses ICMP protocol and its unlikely that a off the shelf router wouldn't support it... And have you tried rebooting/power cycling the unit ?
  

  
  Some network equipment just won't respond to a traceroute, or is configured to require some sort of special access. Frequently it's the cable modem and part of the broadband connection on private IP ranges, sometimes it's because the equipment isn't smart enough sometimes it's for security reasons. It's almost never an indication of a a real problem.

  Space the final frontier. These are the voyages of [your name here] on a five year mission to gain one level after the delta rising xp nerf.
  

  [SIGPIC][/SIGPIC]

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• askray Member Posts: 3,329 Arc User

  November 2014 edited November 2014

  gwassalor wrote: »

  That fact that it works for you doesn't mean it works for everyone. Your conclusion is flawed. In fact, based on OP's reports it is the other way round.
  
  1. people are reporting the network issue only affects PW games and other services are working fine
  2. it started after PW maintenance
  
  These both points together inevitably lead to conclusion it's PW's issue. The fact that it only affects subset of PW's connections perhaps makes it more tricky to comprehend, but it does not make it less PW's issue.
  
  I am only little into networking, but this looks like the PW's infrastructure is for whatever reason throttling connections from subset of clients, possibly subset of IP addresses. It can also be that some stupid loadbalancer went haywire and not balancing traffic from subset of clients properly, leading to congestion for them only.
  
  How else you want to explain that I can download stuff via 10MB/s speed from USA to China to wherever and then the nettest to PW servers show 5kB/s? That the character on character selection screen takes 1 minute to load (in line with very slow throughput) even though it was instantaneous before maintenance? My report here: http://sto-forum.perfectworld.com/showthread.php?t=1309101
  
  Please realize, this is not slightly annoying, this is not minor disturbance. The game has been unplayable for past 4 days. If this is to let us forget about those minor disturbances like tray resets or broken Defera City, then you're indeed doing fine. I am LTS, I do invest regularly into the game, coz I think it's fair to support the game when I enjoy it. Now I think it would also be fair if I could actually play it.

  
  As it states in the sticky in this forum, not all traffic goes the same routes it's all about pathing and routing which is why we need all that information (trace routes, pathping, net stat) to figure out where it might lie. Yes, sometimes it's the cogent pipe right at the boston data center, a lot of times it's not.

  Yes, I'm that Askray@Batbayer in game. Yes, I still play. No, I don't care.
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  Tiktok: @Askray Facebook: Askray113
  
  
  

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• giveroffacials Member Posts: 0 Arc User

  November 2014 edited November 2014

  iamlovage wrote: »

  Since the 9.5 episode update, I've had horrific connection issues to the game. As a lifetime subber since pretty much day 1, i'd appreciate a response. I've waited a few days in case it was a screwy router somewhere between me and Cryptic, but it's been almost a week now so it seems unlikely a DDOS or something like that would last that long.
  
  I work for Cisco Systems, in IT, so get as technical as you like with any responses.
  
  Often the launcher (via Steam if that makes a difference) stalls at "Attempting to connect to controller tracker.." If i'm patient and retry the login button a few times it will connect and the patcher section goes ok. Kinda slower than it used to be, but it works.
  
  Pressing "Engage" I usually get in, but occassionally get the "Unable to connect to account server" message.

  
  Aside from the network issues, there are server resource issues that can cause this type of issue. Things like not enough packet buffers, poorly thought out timeouts, not enough threads, inability to create new threads quickly enough, denial of service attacks, line saturation and my favorite security software. Since it affects the bottom line I'm sure cryptic is looking at it.

  Space the final frontier. These are the voyages of [your name here] on a five year mission to gain one level after the delta rising xp nerf.
  

  [SIGPIC][/SIGPIC]

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• grouchyotaku Member Posts: 0 Arc User

  November 2014 edited November 2014

  gwassalor wrote: »

  That fact that it works for you doesn't mean it works for everyone. Your conclusion is flawed. In fact, based on OP's reports it is the other way round.
  
  1. people are reporting the network issue only affects PW games and other services are working fine
  2. it started after PW maintenance
  
  These both points together inevitably lead to conclusion it's PW's issue. The fact that it only affects subset of PW's connections perhaps makes it more tricky to comprehend, but it does not make it less PW's issue.
  ....

  
  Now talking about flawed logic... if the problem was actually caused by PW maintenance on the Servers, wouldn't you expect EVERYONE TO HAVE THE PROBLEM. Since my experience shows that this is simply not the case here, that indicates the problem must be something else...
  
  If only a subset of PW's connections are having the issue, and their only significant difference is their connection path through the Internet... (as if you ever had experience with low level network programming, destination IP addresses are invisible to anything above the Kernel Socket layer...) then that must mean the issues must be connection route related...

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• gwassalor Member Posts: 164

  November 2014 edited November 2014

  grouchyotaku wrote: »

  Now talking about flawed logic... if the problem was actually caused by PW maintenance on the Servers, wouldn't you expect EVERYONE TO HAVE THE PROBLEM. Since my experience shows that this is simply not the case here, that indicates the problem must be something else...
  
  If only a subset of PW's connections are having the issue, and their only significant difference is their connection path through the Internet... (as if you ever had experience with low level network programming, destination IP addresses are invisible to anything above the Kernel Socket layer...) then that must mean the issues must be connection route related...

  
  Well, I have no idea what is Cryptic's architecture, I can only guess. From what I've seen, they have independent instance processes managing each instance of particular zone. That's why you have to "travel to zone" or "switch to instance" which is essentially the same thing and it means that context of your character is moved from one process managing one instance of particular zone to another process managing different instance of particular zone. These processes can run on different boxes and that allows for scalability of MMO. Then there are "patch" processes. So the instance processes are telling your client how your character interacts with various assets, other characters, NPCs and environment in the instance and patch processes are providing information to your client about how assets look like. So in the end you have hundreds to thousands of instance and patch processes running on 10s or hundreds of boxes, talking to thousands of clients. This mess runs in some datacenter that has contract with major ISPs providing "fat pipes in various directions". And it is making constant decisions about what packet from which pipe is routed to what box so that it eventually reaches the right instance or patch process. And the way back. There are some management processes that decide which instance and patch processes should spawn on which box and which character is spawned in which instance, according to various criteria, to make sure CPU, RAM, storage and network throughput resources are balanced as much as possible on all boxes, storages and network pipes.
  
  So quite contrary to your statement, it's all about IP addresses and routing. And believe me, it can be broken in 100 different ways and we only talk about the game infrastructure here. This is in no way related to gameplay bugs which are, put simply, bugs in those instance processes. Nevertheless this game infrastructure is still integral part of the game and can be broken and fixed only by PW and their vendors (datacenter provider, ISPs).
  
  The problem is now gone for me, for both STO and Neverwinter. At least just before current, on-going maintenance. Hope it will last after the maintenance as well. Could it be somewhere on the way between my ISP and PW's ISP? Yes. Could it be in PW's infrastructure? Yes. What's more likely? It started after PW's maintenance AND no other service was affected, so for me it is more likely it was in PW's infrastructure. However, it's just my humble opinion anyway.

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• kriskringle3 Member Posts: 158 Arc User

  November 2014 edited November 2014

  This problem is 100% tied to the 1GB update of last week. There's obviously some bad code in that update that causes progressive performance degredation. Program loop? table overflows? SOMETHING IS DRASTICALLY WRONG.
  
  CRYPTIC ARE YOU LISTENING?

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• iamlovage Member Posts: 0 Arc User

  November 2014 edited November 2014

  Nobody has commented on this part from the logs yet:
  
  141121 22:45:35 112 Client[0 P[3026290@1050703 Quadrus@IamLovage]]: GameServer link disconnected (208.95.186.19:7376). Reason: socket was shutdown(10054:Connection reset by remote host) (socket error 10054: Connection reset by remote host)
  
  Suggests the server is specifically dropping my connection.

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• grouchyotaku Member Posts: 0 Arc User

  November 2014 edited November 2014

  iamlovage wrote: »

  Nobody has commented on this part from the logs yet:
  
  141121 22:45:35 112 Client[0 P[3026290@1050703 Quadrus@IamLovage]]: GameServer link disconnected (208.95.186.19:7376). Reason: socket was shutdown(10054:Connection reset by remote host) (socket error 10054: Connection reset by remote host)
  
  Suggests the server is specifically dropping my connection.

  
  TCP/IP Sockets are designed to be shutdown if too many network request to resend data packets fail in a row... (which can also be caused by the Client shutting down, or going off line...) Sounds like you have a connection quality issue of some kind here. Now if only you had posted some network diagnostic results to get to the cause of this...

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• iamlovage Member Posts: 0 Arc User

  November 2014 edited November 2014

  I am the OP. There are plenty of network diags in the original post. As explained in that post pathping doesn't give anything meaningful. If you can't provide any further insight, or can suggest some alternative tools to try, i'm quite happy to do that!
  
  EDIT: Had 30ish smooth minutes with US proxy now. EU proxy didn't help (gameplay proxy)

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• pwespock Member Posts: 66 Arc User

  November 2014 edited November 2014

  yea, yesterday it was really hard. i for myself had no connection problems but nearly my whole friendlist had extreme laggs. it wasn't possible to find enough people from 30k dps channel to do some of the elite stf's in space.
  
  Is it only me, or does the percentage of affected people at the same time raise?

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• shinra84 Member Posts: 0 Arc User

  November 2014 edited November 2014

  same here, 5-10min online, then disconnect...

  [SIGPIC][/SIGPIC]

  CLR—Infected Space[2:24]—Dmg(DPS)—Bi'Quarpa@9.163.310(65.437)—Xindi-E(dbb/mk.xiv)—build

  CLR—Infected Space[2:06]—Dmg(DPS)—Bi'Quarpa@6.421.868(52.210)—JHAS(dhc/mk.xiv)—build

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• captyoung01 Member Posts: 311 Arc User

  November 2014 edited November 2014

  Me and my mother are experiencing the same issue, we'd log in, then comes a few rounds of "Server not Responding", then severe Rubber Banding, then poof! Disconnected. . Log back in, Get one or two more "Server not Responding" notices then Disconnected. .
  
  Far as I can tell there are no problems with Charter ISP performance, but then again I have no way of checking that; other than Speedtest.net. Anyone else with Charter ISP having or experiencing the same issue?
  
  All I know is, I am sick and tired of getting disconnected every minute I log in.

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• grouchyotaku Member Posts: 0 Arc User

  November 2014 edited November 2014

  captyoung01 wrote: »

  ...
  
  Far as I can tell there are no problems with Charter ISP performance, but then again I have no way of checking that; other than Speedtest.net. Anyone else with Charter ISP having or experiencing the same issue?
  ....

  
  Ummm, you did read this thread before posting ? PC, Network, and Other Technical Issues - *READ THIS FIRST BEFORE POSTING*

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• darrenh666 Member Posts: 10 Arc User

  November 2014 edited November 2014

  I've been having huge problems with lag and disconnections today. Here is my info...
  
  Tracert test results -
  
  1 7 ms 7 ms 7 ms cpc1-basf8-2-0-gw.12-3.cable.virginm.net [82.25.216.1]
  2 8 ms 11 ms 8 ms nott-core-2a-xe-800-0.network.virginmedia.net [62.253.129.133]
  3 * * * Request timed out.
  4 * * * Request timed out.
  5 13 ms 13 ms 16 ms nrth-bb-1c-ae1-0.network.virginmedia.net [62.254.42.222]6 30ms 31 ms 28 ms fran-ic-2-ae0-0.network.virginmedia.net [62.254.42.178]
  7 38 ms 31 ms 31 ms be5089.agr21.fra03.atlas.cogentco.com [130.117.14.133]
  8 30 ms 30 ms 43 ms be2184.ccr41.fra03.atlas.cogentco.com [130.117.48.70]
  9 53 ms 44 ms 35 ms be2261.ccr41.ams03.atlas.cogentco.com [154.54.37.29]
  10 37 ms 34 ms 36 ms be2182.ccr21.lpl01.atlas.cogentco.com [154.54.77.246]
  11 106 ms 126 ms * be2384.ccr21.ymq02.atlas.cogentco.com [154.54.44.137]
  12 107 ms 107 ms 108 ms be2088.ccr21.alb02.atlas.cogentco.com [154.54.43.18]
  13 * 111 ms 140 ms be2299.ccr21.bos01.atlas.cogentco.com [154.54.43.9]
  14 110 ms 112 ms 111 ms te3-4.ccr01.bos06.atlas.cogentco.com [154.54.46.134]
  15 113 ms 109 ms 120 ms 38.111.40.114
  16 111 ms 111 ms 110 ms patchserver2.crypticstudios.com [208.95.185.41]
  
  Trace complete.
  
  Nettest results
  
  
  Local IP: 82.25.218.199
  Ping: 100.1 msec
  Port: 80: 318 KB/sec 8 KB/sec 336 KB/sec 500
  Port: 80: 449 KB/sec 12 KB/sec 473 KB/sec 500
  Port: 443: 346 KB/sec 6 KB/sec 364 KB/sec 500
  Port: 443:
  
  pathping
  
  
  Tracing route to patchserver.crypticstudios.com [208.95.185.41]
  over a maximum of 30 hops:
  0 PC [192.168.0.16]
  1 cpc1-basf8-2-0-gw.12-3.cable.virginm.net [82.25.216.1]
  2 nott-core-2a-xe-800-0.network.virginmedia.net [62.253.129.133]
  3 * * *
  Computing statistics for 50 seconds...
  Source to Here This Node/Link
  Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
  0 PC [192.168.0.16]
  15/ 100 = 15% |
  1 25ms 16/ 100 = 16% 1/ 100 = 1% cpc1-basf8-2-0-gw.12-3.cable.virginm.net [82.25.216.1]
  0/ 100 = 0% |
  2 11ms 15/ 100 = 15% 0/ 100 = 0% nott-core-2a-xe-800-0.network.virginmedia.net [62.253.129.133]
  
  Trace complete.
  
  Internet Service Provider
  
  Virgin Media

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• grouchyotaku Member Posts: 0 Arc User

  November 2014 edited November 2014

  darrenh666 wrote: »

  I've been having huge problems with lag and disconnections today. Here is my info...
  ...
  
  Tracing route to patchserver.crypticstudios.com [208.95.185.41]
  over a maximum of 30 hops:
  0 PC [192.168.0.16]
  1 cpc1-basf8-2-0-gw.12-3.cable.virginm.net [82.25.216.1]
  2 nott-core-2a-xe-800-0.network.virginmedia.net [62.253.129.133]
  3 * * *
  Computing statistics for 50 seconds...
  Source to Here This Node/Link
  Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
  0 PC [192.168.0.16]
  15/ 100 = 15% |
  1 25ms 16/ 100 = 16% 1/ 100 = 1% cpc1-basf8-2-0-gw.12-3.cable.virginm.net [82.25.216.1]
  0/ 100 = 0% |
  2 11ms 15/ 100 = 15% 0/ 100 = 0% nott-core-2a-xe-800-0.network.virginmedia.net [62.253.129.133]
  
  Trace complete.
  ...

  
  When you start throwing away packets the moment they leave your system, that indicates a problem with your modem/gateway/router...
  
  Try Rebooting the router/gateway and see if that improves the condition. If it doesn't, then you will have to contact your ISP Technical Support and have them send someone out to take a look at the unit...

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• xtern1ty Member Posts: 796 Arc User

  February 2015 edited February 2015

  grouchyotaku wrote: »

  When you start throwing away packets the moment they leave your system, that indicates a problem with your modem/gateway/router...
  

  
  Interesting...
  
  Technically then, what would be the assessment if it starts losing packets and timing out in the later part of the route, like below?
  
  
  1 1 ms <1 ms 1 ms X360network-gateway [112.191.46.7]
  2 133 ms 84 ms 74 ms 85-92-241-1.sec.livenet.com [85.92.241.1]
  
  3 83 ms 79 ms 84 ms 91-27-128-140.sec.livenet.com [91.27.128.140]
  4 77 ms 78 ms 78 ms 91-27-128-119.sec.livenet.com [91.94.128.119]
  5 78 ms 79 ms 84 ms revlkint-101-utl-.rsteelinc.net [271.45.117.38]
  6 78 ms 84 ms 84 ms 112.266.21.94
  7 77 ms 79 ms 79 ms be1239.ccr21.atl04.atlas.cogentco.com [154.54.10
  .229]
  8 77 ms 84 ms 78 ms be2034.ccr41.atl01.atlas.cogentco.com [154.54.6.
  113]
  9 87 ms 89 ms 89 ms be2170.mpd21.dca01.atlas.cogentco.com [154.54.31
  .106]
  10 92 ms 98 ms 94 ms be2518.ccr41.jfk02.atlas.cogentco.com [154.54.80
  .161]
  11 * * * Request timed out.
  12 104 ms 108 ms 98 ms te0-0-1-0.rcr11.b002133-1.bos01.atlas.cogentco.c
  om [154.54.46.134]
  13 * * * Request timed out.
  14 114 ms 99 ms 98 ms patchserver2.crypticstudios.com [208.95.185.41]

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• mavolio121 Member Posts: 25 Arc User

  February 2015 edited February 2015

  I suggest that they replace the furry little Tribble that runs on the wheel that handles the player base log in, and replace it with a 15 lbs New York City sewer rat.:D

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• klmr55 Member Posts: 9 Arc User

  April 2015 edited April 2015

  While trying to play tonight the served kicked me out of the game, 7 times in one hour. I thought the last update: 4-7-15 was suppoeed to keep that from happening.

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• kstuartwilson Member Posts: 26 Arc User

  April 2015 edited April 2015

  Same problem here. Kicked off every time it loads a new map. In some cases I disconnect on the same map two or three times in a row, then shut it off and do something productive. I intend to buy a membership, but I won't fork out any coin until I know I haven't wasted it. So far, fail. I'm new to the game and so far not impressed.

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• mickcasanova Member Posts: 41 Arc User

  April 2015 edited April 2015

  This lag is absolutely ridiculous!!! It's been weeks now, and still no fix.

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• nikdanger Member Posts: 27 Arc User

  April 2015 edited April 2015

  I'm having the same problems. Sometimes I can't even get to the login screen. Then when I get to character selection, it will time out on me. Other times I'll be in the game and disconnect. Interestingly, when it's early morning or very late in the evening I can log in without a problem at all. And I've done this with the STO launcher and ARC, doesn't make a difference. I put in a help desk ticket, but the response wasn't helpful at all.
  
  I have no problems getting on the internet, or even with other online games.

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• mickcasanova Member Posts: 41 Arc User

  April 2015 edited April 2015

  I think it's pretty obvious that it isn't on our end. I can see the chat scrolling and going on normal while I see the connection error counting down on the screen. Always seems to be most obvious when in an instance.

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• starfleetmaco Member Posts: 118 Arc User

  April 2015 edited April 2015

  I have been getting the same issues and I'm pretty frustrated with Cryptic's servers lately. Really am. I don't recall being this frustrated before with Cryptic when it comes to server issues. PLEASE FIX IT!!!

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• mickcasanova Member Posts: 41 Arc User

  April 2015 edited April 2015

  I'm half hoping that the fixes are in tomorrow's update. Even so, it would be nice to hear from them. The lack of communication between Cryptic, and the consumer is starting to seem like SOE. It's frustrating to be ignored so much.

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