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

Connection issues

logorythmlogorythm Member Posts: 11 Arc User
in Windows and General: PC, Network, and Other Technical Issues
Is anyone else timing out on account server connections,I have not been able to login to the game since server updates Thursday and customer service tells me its my ISP and my ISP says it it sto. Also when i report back what my ISP says to customer support and inquire about some sort of compensation as i cannot even login to play the game and they threaten to ban my account. All i would like to know is what the problem is and what is being done to fix it. I was hoping to purchase a few items off the cstore but could not login all weekend so far.it has been over 72 hours and the last i heard from anyone was from tek @ 1:30pm mar 25 2016. It feels as though I am being told "We got your money now F*** OFF" with the fact that no one will even bother to explain what the problem is for fear they would have to admit to a problem. Also on Friday the 25th the hours of operation for customer service read "Monday-Sunday 10:30am-5:30pm (I cant remember the exact hours but it did say Monday-Sunday and this entire weekend it has been closed. I am only upset as there was a sale on a few items this week and i had managed to finally save up some cash for a few things for some of my characters and now i wont be able to take part in it as apparently noone seems to car if one of the people who has spent money on this game can even login or not.

So once again i am asking what is going on and what is being done to fix the problem.
«1

Comments

  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    edited March 2016
    First of all, neither side can blame the other because in reality between your PC and the server there will not be a direct connection. Chances are that the connection will be routed over infrastructure owned by several ISP's, so when your ISP tells you it isn't them it is on the STO side they actually mean anywhere from the point your connection to STO leaves their infrastructure. Similarly, if customer service says that the server is up and connections are good then this only applies to the infrastructure controlled by Cryptic's ISP.

    With regard to customer service opening hours - this may have been a case that these are the normal opening hours and for whatever reason they were not updated to reflect the fact it is the Easter weekend and a holiday almost worldwide.

    You say it has been since the server updates? Have you tried verifying your game files from the game launcher? It is possible that you have recieved a corrupted file. Open the launcher and go to options (top right), ensure that force verify files is checked and on-demand patching unchecked and hit save. This will check for errors in your install -sometimes a small hiccup whilst patching causes an empty file to be written.

    Once this has completed, pull the power from your modem and/or router and leave it powered down for 5-10 mins - this will clear the router cache and reset your connection.

    The problem with login/connection issues is that customer services can only look at the data from the server and unless there are mass disconnects or no players in the server they will not be able to see a problem. Also if the issue is due to a problem outwith either the server infrastructure or your ISP infrastructure neither party can advise you since (i) they are unable to predict the routing your connection will have and (ii) this type of information isn't shared by ISP's. The issue is further comlicated by the fact that with MMO's or any online game the client and server can be in different countries or even different continents. Also if game x has issues but game y doesn't, then this isn't valid evidence of a server problem either since the two servers are unlikely to be in the exact same physical location.
  • logorythmlogorythm Member Posts: 11 Arc User
    I have done all of the above mentioned, I'm not just some kid with a pc, even the tracert i have done wont connect. The launcher can update but the account server times out. I talked to my ISP, yes they have customer service that works over the weekend, they tried through 3 different network providers and got the same result, Cannot authenticate connection to the account server timed out. I have tried uninstalling deleting and reinstalling sto and nothing. Interestingly enough i can connect to Blacklight retribution and play it, This game is also from them. The last time i was able to login to sto was a few hours before the servers went down for maintenance. Also you forgot to address the first question as to if you were experiencing the connection time outs.
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    First of all, anyone who tries to provide advice can only do so based on the information you have posted. For myself or anyone else to assume what you have already attempted would be negligent. I am not saying that you are a kid with a PC - over the years that I have been involved in online gaming the majority of people with problems have been in the 30+ age bracket, due to the fact that most of them were not educated using computers and never picked up more than the basics. I spend on average at least 3-4 hours per week explaining modern PC's to my father (who is in his 70's) despite the fact he worked in electronics/computer industry for most of his life. So I would never judge anyone with an issue to simply be a kid with a PC. But I am not here to argue, I would rather try to help.

    To return to your issue ... you mention now that you can connect to Blacklight. Although Blacklight is a PWE/Arc game it is not a Cryptic game so the server might be located elsewhere, a google search also suggests that there are several servers for Blacklight as opposed to a single server for STO. However, perhaps PWE/Arc customer service would be able to comment on this.

    It might be an idea to post the details of your tracert - this might allow someone to identify where the issue occurs and whether or not you are actually reaching the server ISP infrastructure.

    The only other possible scenario that occurs to me is that your IP address is blocked or belongs to a block of IP's that have been identified as connected with recent issues. Perhaps your ISP could advise regarding changing your IP if it is a static address.

    To address your final point, any connection issues I have would not be relevant to your situation. The reason being that I am aware of ongoing work to upgrade the network in this area and any issues I have are coincidental to planned maintenance by my ISP.
  • logorythmlogorythm Member Posts: 11 Arc User
    All I'm saying is I know what I am doing with a pc i wouldn't have gone to the forums without trying everything possible first. What I am trying to determine is if anyone else is having the same problem as myself to determine if it has to do with just my router or ISP.

    I would have added the tracert i made but couldn't figure out how to add an attachment in the forums, I could post it via copy/paste if you would like to see what i mean. I just hate doing that as it makes for large looking posts.
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    logorythm wrote: »
    All I'm saying is I know what I am doing with a pc i wouldn't have gone to the forums without trying everything possible first. What I am trying to determine is if anyone else is having the same problem as myself to determine if it has to do with just my router or ISP.

    I would have added the tracert i made but couldn't figure out how to add an attachment in the forums, I could post it via copy/paste if you would like to see what i mean. I just hate doing that as it makes for large looking posts.

    Lets not argue about a moot point - my background is in science so I do tend to be analytical and go from basics, if I have offended by accident please accept my apologies.

    Copy/Paste is probably the only way to post the tracert. (I can't see any way to use attachments and Vanilla forums support seem to indicate that it has to be requested by the board owner)

    I have recalled a similar issue that another player was having - in this case he had to physically assign ports in his router/modem to STO. IIRC, it was related to the ports used by the game being within the range that were currently being used by some exploits in windows. This resulted in incoming traffic being denied access. Have a look here - https://support.arcgames.com/app/answers/detail/a_id/4189/kw/ports - this has just been updated suggesting that the ports used by the game have changed.
  • logorythmlogorythm Member Posts: 11 Arc User
    here is the tracert for patchserver.crypticstudios.com

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\admin>tracert patchserver.crypticstudios.com

    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 7 ms 2 ms 2 ms hitronhub.home [192.168.0.1]
    2 21 ms 21 ms 18 ms INTEL_CE_LINUX [70.65.0.1]
    3 17 ms 19 ms 39 ms INTEL_CE_LINUX [64.59.131.165]
    4 21 ms 29 ms 29 ms rc1we-be2.ed.shawcable.net [66.163.76.49]
    5 29 ms 29 ms 30 ms rc3ar-be1.ed.shawcable.net [66.163.70.50]
    6 40 ms 39 ms 43 ms rc1ar-ge2-0-0.ed.shawcable.net [66.163.70.33]
    7 85 ms 89 ms 100 ms rc4as-tge0-2-0-0.vx.shawcable.net [66.163.77.50]

    8 79 ms 79 ms 79 ms ge-4-1-0.mpr1.iad10.us.mfnx.net [206.126.236.86]

    9 78 ms 81 ms 80 ms ae7.er2.iad10.us.zip.zayo.com [64.125.25.50]
    10 86 ms 79 ms 89 ms ae1.cr2.dca2.us.zip.zayo.com [64.125.20.121]
    11 88 ms 99 ms 90 ms ae8.mpr4.bos2.us.zip.zayo.com [64.125.29.33]
    12 87 ms 81 ms 88 ms ae2.mpr3.bos2.us.zip.zayo.com [64.125.25.41]
    13 87 ms 91 ms 97 ms 208.184.110.70.IPYX-072053-002-ZYO.above.net [20
    8.184.110.70]
    14 225 ms 179 ms 250 ms border11.te7-1-bbnet1.bsn.pnap.net [63.251.128.4
    1]
    15 108 ms 105 ms 104 ms perfectworldent-4.border11.bsn.pnap.net [216.52.
    61.78]
    16 468 ms * * INTEL_CE_LINUX [198.49.243.253]
    17 * * * Request timed out.
    18 114 ms 108 ms 100 ms xboxpatchserver.crypticstudios.com [208.95.185.4
    1]

    Trace complete.

    C:\Users\admin>

    and heres the tracert for accounts.crypticstudios.com

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\admin>tracert accounts.crypticstudios.com

    Tracing route to accounts.crypticstudios.com [208.95.185.165]
    over a maximum of 30 hops:

    1 7 ms 3 ms 6 ms hitronhub.home [192.168.0.1]
    2 14 ms 19 ms 19 ms INTEL_CE_LINUX [70.65.0.1]
    3 44 ms 21 ms 29 ms INTEL_CE_LINUX [64.59.131.165]
    4 * * * Request timed out.
    5 * * * Request timed out.
    6 * * * Request timed out.
    7 * * * Request timed out.
    8 * * * Request timed out.
    9 * * * Request timed out.
    10 * * * Request timed out.
    11 * * * Request timed out.
    12 * * * Request timed out.
    13 * * * Request timed out.
    14 * * * Request timed out.
    15 * * * Request timed out.
    16 * * * Request timed out.
    17 * * * Request timed out.
    18 * * * Request timed out.
    19 * * * Request timed out.
    20 * * * Request timed out.
    21 * * * Request timed out.
    22 * * * Request timed out.
    23 * * * Request timed out.
    24 * * * Request timed out.
    25 * * * Request timed out.
    26 * * * Request timed out.
    27 * * * Request timed out.
    28 * * * Request timed out.
    29 * * * Request timed out.
    30 * * * Request timed out.

    Trace complete.

    C:\Users\admin>

    sorry the post is so big
    just as a note the intel ce linux is a modem/router
  • logorythmlogorythm Member Posts: 11 Arc User
    Also no worries i wasn't offended i just wanted to clarify my history of pc use and i can be a bit blunt at times. As you can see though i can patch the launcher but the client doesn't patch as the account server times out and therefore can't authenticate the client and thus the error.
  • logorythmlogorythm Member Posts: 11 Arc User
    I also did try forwarding the ports listed in the post you linked but to no success. My ISP has tried a tracert on 3 separate networks using cell phones but they got the same results. I am just at a loss as to what to do. As a last ditch effort i tried installing STO on another pc just in case it was weird windows thing but no luck.

    just for ref
    win 7 x64
    amd fx8350
    16gb ram
    HIS Radeon r9 270x
    gigabyte 990fx motherboard

    not that i think hardware has any problems
  • stoadmiral1983stoadmiral1983 Member Posts: 8 Arc User
    I am having the same issue. Earlier I was able to login but it timed out at the account servers on the patch screen. Now I cannot even login as it says "Connection to account server timed out."
  • stoadmiral1983stoadmiral1983 Member Posts: 8 Arc User
    Here is my tracert:

    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 3 ms 6 ms <1 ms 192.168.1.1
    2 10 ms 7 ms 8 ms 10.188.96.1
    3 27 ms 23 ms 26 ms 172.30.77.193
    4 39 ms 88 ms 41 ms cr1.attga.ip.att.net [12.122.117.82]
    5 38 ms 37 ms 37 ms cr1.attga.ip.att.net [12.122.117.82]
    6 48 ms 37 ms 49 ms gar24.attga.ip.att.net [12.122.141.181]
    7 42 ms 36 ms 37 ms 192.205.33.42
    8 * * * Request timed out.
    9 89 ms * 115 ms nyk-bb2-link.telia.net [62.115.138.26]
    10 127 ms 99 ms 100 ms bost-b1-link.telia.net [80.91.249.15]
    11 114 ms 207 ms 94 ms internap-ic-304640-bost-b1.c.telia.net [62.115.38.110]
    12 244 ms 202 ms 202 ms border11.te7-1-bbnet1.bsn.pnap.net [63.251.128.41]
    13 68 ms 142 ms 202 ms perfectworldent-4.border11.bsn.pnap.net [216.52.61.78]
    14 521 ms * * 198.49.243.253
    15 * * * Request timed out.
    16 144 ms 100 ms 100 ms xboxpatchserver.crypticstudios.com [208.95.185.41]

    Trace complete.

    The nettest server just times out while trying to connect to it.

    Pathping:

    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:
    0 Chucks-Surface [192.168.1.102]
    1 192.168.1.1
    2 10.188.96.1
    3 172.30.77.193
    4 cr2.attga.ip.att.net [12.122.117.74]
    5 cr2.attga.ip.att.net [12.122.117.74]
    6 12.122.117.97
    7 192.205.33.42
    8 * * *
    Computing statistics for 175 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 Chucks-Surface [192.168.1.102]
    0/ 100 = 0% |
    1 18ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
    0/ 100 = 0% |
    2 29ms 0/ 100 = 0% 0/ 100 = 0% 10.188.96.1
    0/ 100 = 0% |
    3 43ms 0/ 100 = 0% 0/ 100 = 0% 172.30.77.193
    100/ 100 =100% |
    4 --- 100/ 100 =100% 0/ 100 = 0% cr2.attga.ip.att.net [12.122.117.74]
    0/ 100 = 0% |
    5 --- 100/ 100 =100% 0/ 100 = 0% cr2.attga.ip.att.net [12.122.117.74]
    0/ 100 = 0% |
    6 --- 100/ 100 =100% 0/ 100 = 0% 12.122.117.97
    0/ 100 = 0% |
    7 --- 100/ 100 =100% 0/ 100 = 0% 192.205.33.42

    Trace complete.

    There definitely seems to be a problem and I don't think it is on my end.
  • logorythmlogorythm Member Posts: 11 Arc User
    That's alot of packet loss.
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    logorythm wrote: »
    here is the tracert for patchserver.crypticstudios.com

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\admin>tracert patchserver.crypticstudios.com

    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 7 ms 2 ms 2 ms hitronhub.home [192.168.0.1]
    2 21 ms 21 ms 18 ms INTEL_CE_LINUX [70.65.0.1]
    3 17 ms 19 ms 39 ms INTEL_CE_LINUX [64.59.131.165]
    4 21 ms 29 ms 29 ms rc1we-be2.ed.shawcable.net [66.163.76.49]
    5 29 ms 29 ms 30 ms rc3ar-be1.ed.shawcable.net [66.163.70.50]
    6 40 ms 39 ms 43 ms rc1ar-ge2-0-0.ed.shawcable.net [66.163.70.33]
    7 85 ms 89 ms 100 ms rc4as-tge0-2-0-0.vx.shawcable.net [66.163.77.50]

    8 79 ms 79 ms 79 ms ge-4-1-0.mpr1.iad10.us.mfnx.net [206.126.236.86]

    9 78 ms 81 ms 80 ms ae7.er2.iad10.us.zip.zayo.com [64.125.25.50]
    10 86 ms 79 ms 89 ms ae1.cr2.dca2.us.zip.zayo.com [64.125.20.121]
    11 88 ms 99 ms 90 ms ae8.mpr4.bos2.us.zip.zayo.com [64.125.29.33]
    12 87 ms 81 ms 88 ms ae2.mpr3.bos2.us.zip.zayo.com [64.125.25.41]
    13 87 ms 91 ms 97 ms 208.184.110.70.IPYX-072053-002-ZYO.above.net [20
    8.184.110.70]
    14 225 ms 179 ms 250 ms border11.te7-1-bbnet1.bsn.pnap.net [63.251.128.4
    1]
    15 108 ms 105 ms 104 ms perfectworldent-4.border11.bsn.pnap.net [216.52.
    61.78]
    16 468 ms * * INTEL_CE_LINUX [198.49.243.253]
    17 * * * Request timed out.
    18 114 ms 108 ms 100 ms xboxpatchserver.crypticstudios.com [208.95.185.4
    1]

    Trace complete.

    C:\Users\admin>

    and heres the tracert for accounts.crypticstudios.com

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation. All rights reserved.

    C:\Users\admin>tracert accounts.crypticstudios.com

    Tracing route to accounts.crypticstudios.com [208.95.185.165]
    over a maximum of 30 hops:

    1 7 ms 3 ms 6 ms hitronhub.home [192.168.0.1]
    2 14 ms 19 ms 19 ms INTEL_CE_LINUX [70.65.0.1]
    3 44 ms 21 ms 29 ms INTEL_CE_LINUX [64.59.131.165]
    4 * * * Request timed out.
    5 * * * Request timed out.
    6 * * * Request timed out.
    7 * * * Request timed out.
    8 * * * Request timed out.
    9 * * * Request timed out.
    10 * * * Request timed out.
    11 * * * Request timed out.
    12 * * * Request timed out.
    13 * * * Request timed out.
    14 * * * Request timed out.
    15 * * * Request timed out.
    16 * * * Request timed out.
    17 * * * Request timed out.
    18 * * * Request timed out.
    19 * * * Request timed out.
    20 * * * Request timed out.
    21 * * * Request timed out.
    22 * * * Request timed out.
    23 * * * Request timed out.
    24 * * * Request timed out.
    25 * * * Request timed out.
    26 * * * Request timed out.
    27 * * * Request timed out.
    28 * * * Request timed out.
    29 * * * Request timed out.
    30 * * * Request timed out.

    Trace complete.

    C:\Users\admin>

    sorry the post is so big
    just as a note the intel ce linux is a modem/router

    My interpretation is that the account server request isn't clearing the router, so I would guess this might be connected to the change in ports.

    For comparison from my system.

    Tracing route to accounts.crypticstudios.com [208.95.185.165]
    over a maximum of 30 hops:

    1 1 ms <1 ms <1 ms routerlogin.net [192.168.0.1]
    2 * * * Request timed out.
    3 14 ms 11 ms 11 ms cdif-core-2a-xe-023-0.network.virginmedia.net [80.3.30.1]
    4 * * * Request timed out.
    5 15 ms 14 ms 22 ms brhm-bb-1c-ae0-0.network.virginmedia.net [62.254.42.110]
    6 31 ms 45 ms 20 ms 213.161.65.149
    7 19 ms 20 ms 19 ms ae10.mpr2.lhr2.uk.zip.zayo.com [64.125.31.194]
    8 96 ms 104 ms 90 ms ae27.cs1.lhr11.uk.eth.zayo.com [64.125.30.236]
    9 90 ms 90 ms 91 ms ae5.cs1.lhr11.uk.eth.zayo.com [64.125.29.126]
    10 86 ms 84 ms 85 ms ae27.cr1.lga5.us.zip.zayo.com [64.125.30.251]
    11 89 ms 91 ms 91 ms ae7.mpr3.bos2.us.zip.zayo.com [64.125.21.225]
    12 98 ms 99 ms 97 ms 208.184.110.70.IPYX-072053-002-ZYO.above.net [208.184.110.70]
    13 100 ms 100 ms 119 ms border11.te7-1-bbnet1.bsn.pnap.net [63.251.128.41]
    14 100 ms 102 ms 125 ms perfectworldent-4.border11.bsn.pnap.net [216.52.61.78]
    15 * 452 ms * 198.49.243.253
    16 * * * Request timed out.
    17 100 ms 97 ms 97 ms accounts.crypticstudios.com [208.95.185.165]

    Trace complete.

    C:\Users\markg>tracert patchserver.crypticstudios.com

    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 <1 ms <1 ms <1 ms routerlogin.net [192.168.0.1]
    2 * * * Request timed out.
    3 11 ms 10 ms 11 ms cdif-core-2a-xe-023-0.network.virginmedia.net [80.3.30.1]
    4 * * * Request timed out.
    5 * * * Request timed out.
    6 18 ms 20 ms 20 ms 213.161.65.149
    7 19 ms 21 ms 19 ms ae10.mpr2.lhr2.uk.zip.zayo.com [64.125.31.194]
    8 94 ms 137 ms 90 ms ae27.cs1.lhr11.uk.eth.zayo.com [64.125.30.236]
    9 91 ms 91 ms 91 ms ae5.cs1.lhr11.uk.eth.zayo.com [64.125.29.126]
    10 85 ms 85 ms 87 ms ae27.cr1.lga5.us.zip.zayo.com [64.125.30.251]
    11 91 ms 88 ms 90 ms ae7.mpr3.bos2.us.zip.zayo.com [64.125.21.225]
    12 98 ms 100 ms 100 ms 208.184.110.70.IPYX-072053-002-ZYO.above.net [208.184.110.70]
    13 98 ms 99 ms 100 ms border11.te8-1-bbnet2.bsn.pnap.net [63.251.128.104]
    14 120 ms 103 ms 97 ms perfectworldent-4.border11.bsn.pnap.net [216.52.61.78]
    15 * * 458 ms 198.49.243.253
    16 * * * Request timed out.
    17 114 ms 100 ms 100 ms xboxpatchserver.crypticstudios.com [208.95.185.41]

    Obviously a direct comparison isn't possible due to router/modem/hub differences, but in theory the same routing should be followed by both requests, which does tend to point towards the port forwarding for accounts server.

  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    edited March 2016
    stoadmiral1983 wrote: »
    Here is my tracert:

    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 3 ms 6 ms <1 ms 192.168.1.1
    2 10 ms 7 ms 8 ms 10.188.96.1
    3 27 ms 23 ms 26 ms 172.30.77.193
    4 39 ms 88 ms 41 ms cr1.attga.ip.att.net [12.122.117.82]
    5 38 ms 37 ms 37 ms cr1.attga.ip.att.net [12.122.117.82]
    6 48 ms 37 ms 49 ms gar24.attga.ip.att.net [12.122.141.181]
    7 42 ms 36 ms 37 ms 192.205.33.42
    8 * * * Request timed out.
    9 89 ms * 115 ms nyk-bb2-link.telia.net [62.115.138.26]
    10 127 ms 99 ms 100 ms bost-b1-link.telia.net [80.91.249.15]
    11 114 ms 207 ms 94 ms internap-ic-304640-bost-b1.c.telia.net [62.115.38.110]
    12 244 ms 202 ms 202 ms border11.te7-1-bbnet1.bsn.pnap.net [63.251.128.41]
    13 68 ms 142 ms 202 ms perfectworldent-4.border11.bsn.pnap.net [216.52.61.78]
    14 521 ms * * 198.49.243.253
    15 * * * Request timed out.
    16 144 ms 100 ms 100 ms xboxpatchserver.crypticstudios.com [208.95.185.41]

    Trace complete.

    The nettest server just times out while trying to connect to it.

    Pathping:

    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:
    0 Chucks-Surface [192.168.1.102]
    1 192.168.1.1
    2 10.188.96.1
    3 172.30.77.193
    4 cr2.attga.ip.att.net [12.122.117.74]
    5 cr2.attga.ip.att.net [12.122.117.74]
    6 12.122.117.97
    7 192.205.33.42
    8 * * *
    Computing statistics for 175 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 Chucks-Surface [192.168.1.102]
    0/ 100 = 0% |
    1 18ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.1
    0/ 100 = 0% |
    2 29ms 0/ 100 = 0% 0/ 100 = 0% 10.188.96.1
    0/ 100 = 0% |
    3 43ms 0/ 100 = 0% 0/ 100 = 0% 172.30.77.193
    100/ 100 =100% |
    4 --- 100/ 100 =100% 0/ 100 = 0% cr2.attga.ip.att.net [12.122.117.74]
    0/ 100 = 0% |
    5 --- 100/ 100 =100% 0/ 100 = 0% cr2.attga.ip.att.net [12.122.117.74]
    0/ 100 = 0% |
    6 --- 100/ 100 =100% 0/ 100 = 0% 12.122.117.97
    0/ 100 = 0% |
    7 --- 100/ 100 =100% 0/ 100 = 0% 192.205.33.42

    Trace complete.

    There definitely seems to be a problem and I don't think it is on my end.

    The only thing that stands out is the fact that your 100% packet loss is happening as soon as the trace tries to connect to the external network, I would check that your ports are forwarding through the router and try again.
  • logorythmlogorythm Member Posts: 11 Arc User
    Ok I still can't see any reason for it not to connect as there are no programs blocked in my router I even (against my better judgement) disabled the firewall in my router and still nothing.Which is funny as in a ticket convo one of the techs had said he didn't think that anything like ip addresses (I'm assuming he would have told me if the ports had changed) had changed. On a side note though the article you linked while relevant was posted is 2013 so i don't think the ports changed and if they did it should have been in the patch notes so that people could accommodate for this one would think.
  • logorythmlogorythm Member Posts: 11 Arc User
    Update: After a long chat with my ISP the only thing that worked was my ISP bridged my router/modem and it will connect to all the servers but disables all router functions such as wifi and firewall. Port forwarding doesn't seem to work but if there was a port change I cant forward that port as i don't know which port to forward, waiting for tech to get back to me.
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    logorythm wrote: »
    Ok I still can't see any reason for it not to connect as there are no programs blocked in my router I even (against my better judgement) disabled the firewall in my router and still nothing.Which is funny as in a ticket convo one of the techs had said he didn't think that anything like ip addresses (I'm assuming he would have told me if the ports had changed) had changed. On a side note though the article you linked while relevant was posted is 2013 so i don't think the ports changed and if they did it should have been in the patch notes so that people could accommodate for this one would think.

    It was originally published in 2013 but updated on 22nd March 2016, which is why I presume the ports have changed.

    "How do I configure my router for Cryptic games?
    Published 02/06/2013 11:55 AM | Updated 03/22/2016 04:57 PM"

    Otherwise, like yourself I can see no reason for your problem other than when the tracert are compared the patchserver appears to be able to progress whilst the account server does not. I wish I could help you more with this, but I'm all out of ideas - based on the anouncement in the Galactic News Network section of the forums, more maintenance is planned for this week so this might solve the issue. If not I would try customer service again and highlight that you can connect to the patchserver but that the tracert for the accountserver fails almost as soon as it hits the network and ask if anything has changed or if port has been changed.

    It was probably kept out of the patch notes for reasons relating to recent externally initiated events which affected the game. (not sure if it wise to refer to these directly, hence roundabout wording)
  • logorythmlogorythm Member Posts: 11 Arc User
    http://portforward.com/english/routers/port_forwarding/HitronTechnologies/CGN3/Star_Trek_Online.htm <___this is the page i used for setting up my router and tried the port range listed in the article previously posted but no matter what unless my ISP bridges my modem/router i can not connect regardless of port forwarding which is why i suspect a inadvertent port change possibly due to the upgrade of the account server. But this is speculation at this time as tech hasn't told me for sure if there was a port change, he just says not that hes aware of.
  • whicky1978whicky1978 Member Posts: 110 Arc User
    Im getting the Server not respinding message frequnetly.
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    logorythm wrote: »
    http://portforward.com/english/routers/port_forwarding/HitronTechnologies/CGN3/Star_Trek_Online.htm <___this is the page i used for setting up my router and tried the port range listed in the article previously posted but no matter what unless my ISP bridges my modem/router i can not connect regardless of port forwarding which is why i suspect a inadvertent port change possibly due to the upgrade of the account server. But this is speculation at this time as tech hasn't told me for sure if there was a port change, he just says not that hes aware of.

    Hopefully this week's maintenance will not cause any more issues. I'll be honest I was getting ready to blame it on rats having a chew on the cable somewhere.


    whicky1978 wrote: »
    Im getting the Server not respinding message frequnetly.

    As every issue of this type could be caused by any number of issues, the best idea would be to verify your game files if you haven't already done so (there are instructions in one of the earlier posts in this thread). If that doesn't help then check your connection by running the tests detailed in the top sticky thread in this section of the forum. Post any results you get (copy and paste) and we can see if you are losing data or where any issues occur.

  • whicky1978whicky1978 Member Posts: 110 Arc User
    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:

    1 3 ms 3 ms 3 ms router.belkin [192.168.2.1]
    2 13 ms 3 ms 3 ms 104.36.200.1
    3 8 ms 8 ms 8 ms xe-11-0-0.bar1.Nashville1.Level3.net [4.31.146.9]
    4 * * * Request timed out.
    5 18 ms 18 ms 21 ms verizon-level3.Atlanta2.level3.net [4.68.62.38]
    6 44 ms 45 ms 41 ms 0.ae1.GW15.BOS4.ALTER.NET [140.222.231.201]
    7 45 ms 44 ms 45 ms internap-gw.customer.alter.net [152.179.134.214]
    8 44 ms 42 ms 44 ms border11.te8-1-bbnet2.bsn.pnap.net [63.251.128.104]
    9 83 ms 64 ms 74 ms perfectworldent-4.border11.bsn.pnap.net [216.52.61.78]
    10 * 425 ms * 198.49.243.253
    11 71 ms 77 ms 76 ms 10.251.192.21
    12 60 ms 61 ms 64 ms patchserver2.crypticstudios.com [208.95.185.41]
  • whicky1978whicky1978 Member Posts: 110 Arc User
    ntacting nettest server..
    Local IP: 104.36.200.87
    Ping: 61.2 msec
    Port: 80: 907 KB/sec 27 KB/sec 955 KB/sec 500
    Port: 80: 778 KB/sec 24 KB/sec 820 KB/sec 500
    Port: 443: 829 KB/sec 29 KB/sec 880 KB/sec 500
    Port: 443: 880 KB/sec 26 KB/sec 925 KB/sec 500
    Port: 7255: 919 KB/sec 26 KB/sec 967 KB/sec 500
    Port: 7255: 882 KB/sec 26 KB/sec 928 KB/sec 500
    Port: 7003: 913 KB/sec 26 KB/sec 961 KB/sec 500
    Port: 7003: 428 KB/sec 15 KB/sec 452 KB/sec 500
    Port: 7202: 483 KB/sec 17 KB/sec 510 KB/sec 500
    Port: 7202: 890 KB/sec 20 KB/sec 935 KB/sec 500
    Port: 7499: 760 KB/sec 22 KB/sec 799 KB/sec 500
    Port: 7499: 393 KB/sec 12 KB/sec 415 KB/sec 500
    Port: 80: 935 KB/sec 26 KB/sec 983 KB/sec 500
    Idle NIC bandwidth Send: 0 KB/sec Recv: 0 KB/sec
  • whicky1978whicky1978 Member Posts: 110 Arc User
    Tracing route to patchserver.crypticstudios.com [208.95.185.41]
    over a maximum of 30 hops:
    0 Xalandix.Belkin [192.168.2.13]
    1 router.belkin [192.168.2.1]
    2 104.36.200.1
    3 xe-11-0-0.bar1.Nashville1.Level3.net [4.31.146.9]
    4 * * *
    Computing statistics for 75 seconds...
    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 Xalandix.Belkin [192.168.2.13]
    0/ 100 = 0% |
    1 9ms 0/ 100 = 0% 0/ 100 = 0% router.belkin [192.168.2.1]
    0/ 100 = 0% |
    2 15ms 0/ 100 = 0% 0/ 100 = 0% 104.36.200.1
    0/ 100 = 0% |
    3 19ms 0/ 100 = 0% 0/ 100 = 0% xe-11-0-0.bar1.Nashville1.Level3.net [4.31.146.9]

    Trace complete.
  • whicky1978whicky1978 Member Posts: 110 Arc User
    My ISP is CDE Lightband, Clarksville, TN
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    edited March 2016
    whicky1978 wrote: »
    ntacting nettest server..
    Local IP: 104.36.200.87
    Ping: 61.2 msec
    Port: 80: 907 KB/sec 27 KB/sec 955 KB/sec 500
    Port: 80: 778 KB/sec 24 KB/sec 820 KB/sec 500
    Port: 443: 829 KB/sec 29 KB/sec 880 KB/sec 500
    Port: 443: 880 KB/sec 26 KB/sec 925 KB/sec 500
    Port: 7255: 919 KB/sec 26 KB/sec 967 KB/sec 500
    Port: 7255: 882 KB/sec 26 KB/sec 928 KB/sec 500
    Port: 7003: 913 KB/sec 26 KB/sec 961 KB/sec 500
    Port: 7003: 428 KB/sec 15 KB/sec 452 KB/sec 500
    Port: 7202: 483 KB/sec 17 KB/sec 510 KB/sec 500
    Port: 7202: 890 KB/sec 20 KB/sec 935 KB/sec 500
    Port: 7499: 760 KB/sec 22 KB/sec 799 KB/sec 500
    Port: 7499: 393 KB/sec 12 KB/sec 415 KB/sec 500
    Port: 80: 935 KB/sec 26 KB/sec 983 KB/sec 500
    Idle NIC bandwidth Send: 0 KB/sec Recv: 0 KB/sec

    Looking at your results, you appear to have a relatively stable connection to the server. The results do drop when the 7000-7500 range ports are tested and I would guess that these will be the cause of your problems. However it is likely that the issue is somewhere between you and the server, so is out of your or Cryptic's direct control.

    All I can suggest is that you minimise the delay time at your end by ensuring you regularly carry out disk cleaning - don't use the built-in windows tool but get CCleaner (free version) and run this to clear temp files etc. Check the DNS cache option to clear this. Also, defrag after cleaning to ensure the best possible access times (again try to get a 3rd party defragger as they have different optimisation options from the standard windows version). This will not clear the problem but it will eliminate added delays in processing the incoming/outgoing data which if you take an average of 2-3 ms per file or file fragment then you can cut several seconds of the process. Disable voicechat may help as it will decrease the bandwidth in use for your system to server connection. Clear your router cache on a regular basis by physically powering down (remove power cable completely) for 10-15 minutes each week. All this will ensure that your system is at optimal health, just as the weekly maintenance on the server ensures that the server is as good as can be.

    The simplest way to describe what is happening is that the route between you and the server will never be the same - various issues and problems along the way will add diversions or bottlenecks. Imagine you are driving on a freeway/motorway and there is an incident ahead which has closed the route to traffic, a diversion is put in place which will transfer you to a parallel freeway to your destination, however to reach this you must travel down a local 2 lane highway - in this case the traffic slows due to the congestion and gets delayed. The same is happening with your connection to the server, at some point on some of the connections you hit a bottleneck or use infrastructure that isn't as fast as normal.

    Unfortunately there isn't anything startling in your results which stands out. the large delay or timeout once you reach the server (2nd or 3rd last hop) seems to be a standard result so can't be used to pinpoint an issue. Perhaps trying the IP release advice might help as it will refresh your network settings and may eliminate any hidden issues. Otherwise, I don't know what to suggest. Keep an eye on the thread as someone may come back with a better solution or may be local to you and have experience of similar issues.
  • whicky1978whicky1978 Member Posts: 110 Arc User
    Thank you spiritwalker. I will try your suggestions except for the defrag, I have a solid state drive. I have also turned off on demand patching.
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    whicky1978 wrote: »
    Thank you spiritwalker. I will try your suggestions except for the defrag, I have a solid state drive. I have also turned off on demand patching.

    No worries, if I come across any other suggestions on my wanderings I will post them.

    For defrag I use Diskkeeper, it isn't free but is reasonably priced and has specific options for SSD - you can find out more here if interested http://www.condusiv.com/home-use/diskeeper/home/benefits/
  • logorythmlogorythm Member Posts: 11 Arc User
    Well after a bunch of testing and port forwarding and ip passthrough's the only thing that has worked was bridging my router, Im not to happy about it so if anyone else is having issues get ahold of your ISP and ask them to bridge your router.

    Note this will disable all router functions such as nat firewall and WIFI so if you use WIFI this may not be the solution for you.
  • whicky1978whicky1978 Member Posts: 110 Arc User
    Im still having isues. Any suffestions on router settings? Should QOS be on or off? Could this be related to Arc maintenance? Is STO having a lot of traffic/users right now?
  • whicky1978whicky1978 Member Posts: 110 Arc User
    Useful link
    http://www.speedguide.net/articles/gaming-tweaks-5812
  • spiritwalker1969spiritwalker1969 Member Posts: 406 Arc User
    edited April 2016
    whicky1978 wrote: »
    Im still having isues. Any suffestions on router settings? Should QOS be on or off? Could this be related to Arc maintenance? Is STO having a lot of traffic/users right now?

    Router settings - usually dependant on router type, however ensuring that the correct ports are accessible is paramount.

    QOS - honest answer is that I'm not sure whether it helps or not.

    Maintenance - It could be related to arc maintenance but there is no surefire way to determine this due to the number of possible causes and also not every player is affected. I would personally be wary when someone blames the game/server/arc for issues, the usual justification for this blame is "it's not my computer so it must be the server" which ignores hundreds, if not thousands of miles of infrastructure in-between. You can check your service status but this only shows your ISP data not the whole internet. I would only accept server/arc/game as the cause if a substantial percentage of the users were experiencing this and they are not - the forum users only represent a very small proportion of all players and because many come to the forum only to post issues the numbers complaining do not relate to the total number of players.

    STO traffic/users - This is a complicated one to answer, there is a single server for STO so this will be globally available. So if we go East to West during a typical 24 hour period the Japan/Australasia start the "playing day", as this zone starts to quieten down Eastern Europe player numbers begin to rise followed by Western Europe a few hours later, as the European players begin to logout over 3 or 4 hours the US/Canada then starts to get busy and progresses East to West. The Western US will still be at it's late evening peak when Japan etc start to login to begin a new cycle. So in theory there will always be a more or less stable population of players online - there will be fluctuations but the main zones cover about 75% of the globe and within each zone there will be gamers who don't follow traditional routines where the game during "primetime" (6pm - 12am). There may be more casual player online during holiday periods but again the impact of this won't be massive enough to cause issues.

    Again, it is difficult to advise as the tracert and pathping results don't appear to show any major issues. Check the ARC support topics https://support.arcgames.com/ and https://support.arcgames.com/app/answers/detail/a_id/4666/kw/Constant disconnects

    Otherwise, you could submit a ticket to support and explain that it is a constant problem and ask for any suggestions they may have.

    There is one other method you might attempt, however the decision to do so is your own and I can not advise for or against this option. If you are 100% confident in your system security measures you could place your device in a DMZ within your router - this will effectively by-pass all in-built security and privacy measures your router affords you and connect you directly to the internet only using the router as a simple through switch. This will open every router port to your system and allow unfiltered traffic to reach your system. Since I am not able to positively endorse this course of action, my advice would be to research it yourself and decide if you wish to try it. I will, however remind you that it can be reversed and simply removing your device from the zone will reinstate router functionality to the device.

    I will however repeat my warning that you lose all security and privacy functions afforded by your router if you choose this options - my advice would be to change all passwords on a very regular basis should you choose this option.
    Post edited by spiritwalker1969 on
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