Internet routing issue code=058

Hi

Wondered if anyone else was having this problem today. I woke up late and think I missed Mad King Thorn. I loaded up GW just to check if I could catch a tail end of one, then it lagged for a minute before DCing me. That was approximately 07.45 my time (GMT), is now 08.55 and I still can't get in.

Generally it isn't worth a support ticket in these cases, but I am beginning to worry that I could miss the mad king's next visit too!

EDIT 1 (11.30 GMT)The problem seems to now be fixed, so I guess a bunch of players from the europe area will suddenly be on....missed first 2 halloween events tho :/

EDIT 2 (12.00 GMT) Doh! Spoke too soon dead again

I'm having same problem here in Finland. Game server does not respond. I can get login screen but no announcements.
Problem started 6.30 GMT and still same problem (9.30 GMT).

Yeah I was afraid of that. Sounds like something that happened a coupla years ago. Thunderstorm or something screws up the european 'gateway' or whatever it is called. Then we can't connect all day.

I am so fed up. I know it sounds sad but Mad King Thorn has always been my favourite single thing, I have cleared my whole day so nothing can stop me catching all 8 appearances....then this happens.

Everything that happens in GW seems to screw me

im from england and not having any trouble at all

Once again Anet's non existent customer service shows its ugly face. I have put my last reply to them at the top in italics. Their last reply, which is what really pissed me off, I have bolded. How can they have the audacity to say it is not their issue?!?

Looks like no halloween fun for me. Another reminder why GW2 is no go for me.

Now you see this just infuriates me.I can connect to the internet and other online games. The only problem lies with GW and the server routing protocols that you have built in to the game. For you to suggest that my ISP has a problem which specifically singles out GW, is quite frankly a lie.

Thank you for not helping reolve an issue with your game.

Subject
Internet routing issue code=058

Discussion Thread
Response (GM Clive) 10/31/2008 02:36 PM
Hello Mark,

Thank you for contacting NCsoft Europe Customer Support. Referring to your network diagnostic your problem seems to be related to routing problems with your ISP or other involved carriers on your way to connect to our servers. Unfortunately there is nothing we can do about this in particular. Most of such issues are temporary, but if your problem persists, please contact your provider about this issue.

Thank you for your understanding in this matter.

Kind regards,

GM Clive

NCsoft Europe Customer Support Team
http://eu.plaync.com


Customer (Mark C) 10/31/2008 02:33 PM
Hi

I am just trying to connect as I normally do. It worked fine last night (sometimes a bit laggy). It worked for about 10 mins this morning before DCing me, it worked very briefly again at about 11.30 am GMT, for approx 15 mins. In all that time absolutely nothing has changed in my setup. It is a remote server routing issue. On guru some others are having the same problem, but one guy in England is not. This is confusing since I am 70 miles south of England and figured the routing would be similar.

Anyway here is your diagnostic result. Hope it helps and that I actually get to see the Mad King. I have the day off to just play GW as this is my favourite day of the year and I cant get in :/

Regards

Mark


Response (GM Clive) 10/31/2008 11:48 AM
Hello Mark,

Thank you very much for contacting the PlayNC Customer Support Team. We have received word from you that you are having trouble with your connection to Guild Wars and receiving an error 58 message. To aid us further with our investigation into this issue, we will require you to provide us with as much information as you can about your current set-up.

-What type of connection are you using (Dial-up, broadband, cable, etc)?
-Who is your service provider (AOL, Virgin Media, Zen, etc)?
-Are you using a router?
-If so, what is the exact model description?
-Are you running any anti-virus or firewall software, and if so, what are the names of their providers (Norton, Black Ice, etc) and are they configured correctly?
-Are you doing anything in particular when you receive the error, or are you doing nothing specific?

Please bear in mind that Guild Wars also requires the following ports to be open:
TCP: 80, 6112

If you are at home, then the issue is probably caused by a router or security software you may have installed. If you do have a router you can try opening the ports above on the router to see if that has any effect. If you are not sure you have a router or not please contact your ISP or the person who set up your Internet connection.

If you are using a Netgear Router to connect to the Internet, please follow the steps listed in the Knowledge Base article below:

http://uk.support.plaync.com/cgi-bin...p?p_faqid=2607

Also, please disable any security software that may be running for testing purposes. Should this resolve the issue, please check that your software is configured correctly.

If you are using the NOD32 anti virus program there can be a problem due to its added web browsing security. Please check your NOD32 settings and alter the IMON settings for port 80 to allow Guild Wars to use this port. You will need to turn off IMON filtering on this port to allow Guild Wars to connect properly.

In order to do so please follow these instructions:

- Open the NOD32 program
- Click on IMON -> Setup -> General
- In the column "Exceptions", click on "Modify"
- Choose gw.exe and click OK

We would also like to ask you to follow the steps listed below, to get further information if the problem remains unresolved.

Test 2:
Guild Wars has a built-in diagnostic utility. This test captures computer and network diagnostic information from a variety of sources and stores it in a text file. The Guild Wars Support Team uses this information to locate network issues, detect system configuration problems and identify driver version problems. It takes about a minute to run the diagnostic test; it can be run while Guild Wars is running (that is, without exiting the current game).

To run the diagnostic, perform the following steps.

1. Explore your computer until you find the Guild Wars program folder. It will be in "C:\Program Files\Guild Wars" by default.
2. Right click on the file GW.exe and select create shortcut.
3. Right click on the shortcut and choose rename and change the shortcut name to "Guild Wars Diagnostics".
4. Right click on the shortcut and choose 'Properties'.

The Target window should read:

"C:\Program Files\Guild Wars\Gw.exe"

Modify this line to read:
"C:\Program Files\Guild Wars\Gw.exe" -diag

5. Press OK and then double click on this shortcut to run the test.

You will see a small window that gives the status of the testing. Please wait for all of the tests to finish. When it is done, click Close. The test will create a new file in your Guild Wars folder (again, by default this is "C:\Program Files\Guild Wars") called NetworkDiag.log.

Please send this file to us as an attachment. Hopefully this information will give us more information on why you are encountering the problems you are having.

Please send a reply containing the information requested, as well as anything else you may consider useful.

Thank you for your cooperation!

Regards,
GM Clive

PlayNC Customer Support
NCsoft Europe
http://eu.plaync.com


Customer (Mark C) 10/31/2008 09:24 AM
Is this a problem caused by european routing? I seem to remember this problem happening a long time ago. I can connect to internet fine, but GW will not connect and I will miss the halloween event. Please let me know if it is a problem you are aware of and can resolve.

Another person ^^ who thinks there is just one long wire that connects him to ANet and can't conceive that there may actually be a problem somewhere in between that is NOT ANet's fault. Read up on the internet and how it works.

No Quaker, I don't think that. I know that packets get passed from 1 point to another lots of times.

BUT if EVERY other program can pass things around and not encounter a problem, when GW does.........

then obviously the fault lies with the GW program which tells the packets where to go.....

I know that I haven't entered any preferences on routing issues, I just click the GW icon.

As an update to this, I kept trying to log in and suddenly I could...and the mad king was just starting in Kamadan!!!

So I quickly logged in on my laptop with my 2nd account, and they were both working...... for 2 minutes...... then my 2nd acc got DC'd and I havent been able to reconnect. My main account however is still connected quite happily 30 mins later and I have a mask.

Now obviously we must remember that this is all down to my ISP. They didn't like me running 2 copies of GW from the same line.

Oh no sorry thats bollocks isn't it?

OH darn, now I have gone and messed it up by wanting to switch characters.....it can't connect....from the char select screen!!.....this is so obviously a fault with GW or the routing protocols that they build in to the game.

I just wish they would sort their shit out, instead of saying it isn't their fault.

Then that's every other program and every other program is not Guild Wars.

As stated by Quaker and your support ticket assistant, the problem lies in the route from your computer to Guild Wars servers. Their servers are operating fine just as they told you in the ticket. The problem you're having is not their fault.

That's just every other program you tried, obviously, and not every other program that exists.

Before GW, I used to play a lot of Team Fortress Classic (I still play a little). TFC is a FPS CTF (1st person shooter - capture the flag) mod based upon Half Life. The servers for TFC are all over the place - some in various server farms, some run by individuals off their own computers. Sometimes when trying to find a server to play on, you will find that you can't connect to some servers while you can connect to others. Why? Because the routes taken to different servers, can also be different and if there's a bad router in one major hub, it can affect a bunch of servers in one area.

So, what you are really saying to me is "Every other program takes a different route to wherever it`s going than the route to GW."

BTW, the routing is not chosen by the program (GW). The routing is determined by the many, many servers along the way determining what the best route is to the packets destination.