GW tech e-mail on server malfunction(pls read)
Vana The Everyoung
this is starting to get me mad I just paid over $200 for 2 copys factions and a se of guild wars and i cant even play 5 min before I get err7 on my screen.
Saraphim
Oh well, another day another twenty minutes of watching my ele pinging backwards and forwards in Lions Arch. It seems I can't even stand still without being thrown back to the spawning point.
Have tried to register discontent via the support link on the GW site, but the pages won't load...
Gonna take more than a flipping mini-pet to compensate for not being able to play a game you paid good money for.
Have tried to register discontent via the support link on the GW site, but the pages won't load...
Gonna take more than a flipping mini-pet to compensate for not being able to play a game you paid good money for.
Phantoma
I think it would be in all our best interests if everyone that is having these routing problems to contact (first GW tech to get the trace/ping text document) ALTER.NET and send them a message telling them that you are unable to play the game properly because ALTER.NET is causing packet loss large enough that it is interfering with the quality of service that you are recieving. Also in an attachment, send along any ping/trace text for them to see themselves that they are the ones at fault. IF we all get together and send in an e-mail....it will eventually trigger their "Service Level Agreement" limits and we will meet the kriteria for a repair! NCsoft is only 1 company, with 2 program problems, so that means they had 2 open tickets going with them. IF we each get an open ticket with them, well, the limit will be accessable! Hope what I said is understandable to all, including the Europian people with problems. This goes for everyone experiencing this. IT is a world wide problem, not a US one.
Phantoma
I am currently trying to get the ALTER.NET tech support area, but if anyone knows it, could you please post it here for all of us, thanks. I am uncertain as to what website I need to respond to for this problem.
Phantoma
Here is an update.
Response (Trollis) 05/12/2006 01:55 PM
Chalene,
You may want to look at http://boards.lineage2.com/showflat....&Number=571731
Though this is regarding a different game, it was an official thread that several customers who are affected posted their opinions and concerns to. This will give you a good understanding of how many people were affected, most from outside of the states.
Doing a search for AlterNet I found that their website was indeed www.alter.net but now that they merged with Verizon and MCI, it is considered an MCI ISP. In other words, contacting MCI about this looks like what needs to be done.
I do hope this is cleared up eventually but as I mentioned before, currently there is nothing more we can do since that ISP in question is no longer willing to investigate the problem.
Regards,
Response (Trollis) 05/12/2006 01:55 PM
Chalene,
You may want to look at http://boards.lineage2.com/showflat....&Number=571731
Though this is regarding a different game, it was an official thread that several customers who are affected posted their opinions and concerns to. This will give you a good understanding of how many people were affected, most from outside of the states.
Doing a search for AlterNet I found that their website was indeed www.alter.net but now that they merged with Verizon and MCI, it is considered an MCI ISP. In other words, contacting MCI about this looks like what needs to be done.
I do hope this is cleared up eventually but as I mentioned before, currently there is nothing more we can do since that ISP in question is no longer willing to investigate the problem.
Regards,
FunkySpunk
[email protected]
This is MCI/ alter.net/ Verizon Businesses Agency Relations department. It's the highest lvl of customer support. Maybe if enough people send an email asking for assistance it will raise some eye brows and make them want to take another look at the situation.
This is MCI/ alter.net/ Verizon Businesses Agency Relations department. It's the highest lvl of customer support. Maybe if enough people send an email asking for assistance it will raise some eye brows and make them want to take another look at the situation.
Saraphim
Well, last night and this morning seemed to be much improved for us. Hardly any lag at all, but I'm perfectly happy to add my name to any collective email, or do an individual one. I'll get my other half to look at IP / ping tracing and wotnot. Don't really know too much about it myself I'm afraid.
I hope it does get resloved though, even if it doesn't affect us so much I hope you guys get some results. It sucks when you can't play a game you like.
I hope it does get resloved though, even if it doesn't affect us so much I hope you guys get some results. It sucks when you can't play a game you like.
Doc Baz
3 codes 007 in an hour, game unplayable at the moment.
I hope this gets sorted soon!
I hope this gets sorted soon!
Outkast
Code=040
Can't even get into certain areas of the game.
Can't even get into certain areas of the game.
Ka El Windstorm
I played this morning breifly and I got that lag where my skills would blink in my bar but not actually be casted. I haven't been disconnected in two days but I still get that lag.
What is odd is I always seem to get it more when I'm alone in an instance.
What is odd is I always seem to get it more when I'm alone in an instance.
Psychosis
Ok, I opened a support ticket with Anet and 2 techs have replied so far. The first did the usual what ISP, what connection, blah blah. I then pointed them to this forum saying that all I ask is that they push Alter.net to agree that they have a problem and fix it. The second tech then told me that if I believed there was a problem with the servers (actually I didn't say the servers, I said Alter.net's) that i should continue posting here and a Dev would see it. He said they might not comment but they would see it here. Whether that is true or not I don't know. He also said that the more people that post here on the topic that the more seriously they would take it. he then said that tech support would be more than willing to still help me troubleshoot this with me and make sure it isn't on my end for sure (um ok). So I ran the netinfotool_allos_gw.exe and hijackthis just as their Knowledge base article says to do and sent it to them.
I don't know about you guys but it seems to me that either very few techs at Anet know about the issue with Alter.net or they just don't want to admit it. We just need to keep this thread at the top (please sticky) and encourage everyone who is having a problem to post here.
I don't know about you guys but it seems to me that either very few techs at Anet know about the issue with Alter.net or they just don't want to admit it. We just need to keep this thread at the top (please sticky) and encourage everyone who is having a problem to post here.
Phantoma
Funkyspunky, thanks for putting that e-mail addy up. I just sent them a message, hopefully we can all get some results. I won't be redoing that "computer check" if they ask me, I will send them my very long and indepth e-mail I had going with the tech guys in GW so that they can see, my computer was tweeked enough. And that it wasn't my ISP's problem either. Once I have an e-mail going with the tech, I will send them my ping/trace so that they can see for themselves.
Hopefully, we can get some action soon!
Also, Phychosis, I beleive that the lower problem solving techs at Anet are unaware of the problem. They still have to have you go through all that rigamorole of tweeking your computer just to rule it out....Trollis was the guy that I finally got some answers from, and I think he is higher up on the ladder then the other techs. I went through many techs before I got to him. Also, there is that ping/trace test they ask you to do...do it
well worth it, it shows right in it that there is packet loss outside of your ISP provider...at ALTER.NET.
Hopefully, we can get some action soon!
Also, Phychosis, I beleive that the lower problem solving techs at Anet are unaware of the problem. They still have to have you go through all that rigamorole of tweeking your computer just to rule it out....Trollis was the guy that I finally got some answers from, and I think he is higher up on the ladder then the other techs. I went through many techs before I got to him. Also, there is that ping/trace test they ask you to do...do it
well worth it, it shows right in it that there is packet loss outside of your ISP provider...at ALTER.NET.
Phantoma
Funkyspunky, that e-mail you have in the post isn't right, mine came back undeleverable.
FunkySpunk
I appologize...... I got this directly from a person at verizon and I posted without getting my email back yet. I didn't get one back yet but, I also didn't get one back saying it was undeliverable. I will keep looking and update when verified..
kryshnysh
Haven't tried yet, but if you're having problems going through Alter.Net.... well that e-mail is probably hosted on a server somewhere on Alter.Net...
outferno
I hope they sticky this thread. It looks ilke it might be in connection with the towns Maatu Keep (I think) and House Zu Heltzer. Continual lag in both towns.
Tigers
Please try to fix it as soon as possible it's messing with my connection and changing my game style o.O and friends of mine or starting to rage Guild Wars. I'll try to get them this message to them as sson as possible this is nuts!
/Tigers
/Tigers
Psychosis
Well, my lag is now gone. But it wasn't a server problem all along. I just closed my ticket with tech support and will post here what I sent to them.
So I guess I am just lucky and I feel stupid for not checking that out beforehand. I may still be totally wrong on it being only a west coast alter.net problem though. Good luck on all you other guys having problems still.
Quote:
| Ok, wanted to give you guys an update on my situation. First of all I want to say that there is probably still a problem with Alter.net's routers but only for the West Coast servers I assume. Since I am on the East Coast then I normally won't run into connection problems. Now I did find out what was causing my lag and I do thank you for your responses to help me out. Come to find out after troubleshooting more that it was Trillian doing something in the background. I went in and changed some notification options in Trillian and all is nice and smooth in-game again. I shoulda figured that out beforehand but I guess I was just lazy and used the Alter.net router problem as an excuse. |
saab
I know none of the specifics with this Tier 1 stuff. But I was clicking around on Wiki and found this. Very interesting that everything is fine except for uunet and verizon, 2 of the carriers mentioned in this thread have exceptionally low network availability. Maybe someone with more knowledge in this area can look at this. Also maybe it would be good to look at this when things are running smoothly and compare to when things and laggy.
http://scoreboard.keynote.com/scoreb...assword=public
Edit: I also clicked on the specifics and it lists the details for cities. Houston is all red now, which is where I am. This explains why GW has sucked so much all of the sudden. Also my normal internet experience has been subpar.
Edit 2: Never mind I don't think this is related. Everything is green on that page now and I'm still getting horrible lag. (PVPing as a monk no less)
http://scoreboard.keynote.com/scoreb...assword=public
Edit: I also clicked on the specifics and it lists the details for cities. Houston is all red now, which is where I am. This explains why GW has sucked so much all of the sudden. Also my normal internet experience has been subpar.
Edit 2: Never mind I don't think this is related. Everything is green on that page now and I'm still getting horrible lag. (PVPing as a monk no less)
Phantoma
Quote:
|
Originally Posted by outferno
I hope they sticky this thread. It looks ilke it might be in connection with the towns Maatu Keep (I think) and House Zu Heltzer. Continual lag in both towns.
|
Alex Weekes
Quote:
|
Originally Posted by Phantoma
Ok here is the deal, the game Guild Wars is based out of Seattle, that means.,....even if you are on a Euro server..you still have to connect to the game....in Seattle, so...yes....it applies to all providers using the malfunctioning router along it's path, at some point somewhere along the way.
Hope that clears up a bit. |
So for European players (please note that using the EU server as an American may not solve your problem as your traffic may still pass through the problem area):
1. If you choose to set your account to access the American territories by default, then your account is based on the American servers. You may therefore be affected by the current issue.
2. If you choose to set your account to access the European territories by default, then your account is based on the European servers. Your gameplay should not be affected.
But there's a wrinkle here:
* If you are set to EU territory but play with groups that have a majority of American players then you will be temporarily transfered to play on the American server. This includes GvG and other PvP game types.
Ka El Windstorm
woot after lagging for a good 10 mins it finally decided to boot me.
Loomy
Quote:
|
Originally Posted by Phantoma
It does appear Alter.net is where the packetloss begins to occur.
|
While playing one of the first real multiplayer games (called Subspace), some of us had crippling packetloss from Alter.net. Some of their hardware was between us and the central game server, and for MONTHS we weren't able to play.
At some point the issue was resolved, but it was not prompt. As you can imagine, a tier 1 ISP is probably pretty busy.
Good luck with your problems!
annachie
This is goddamn annoying...at first, there was only lag at towns, but now it's everywhere. Too bad none of the ppl with real power in this matter will do anything, other than blame it on someone else. SO F*IN' SAD.
Phantoma
Alex, thanks for you input that does help in deciding what server location to use 
JeremyC1234
2 guildies just been hacked and all stuff taken, dont know if this is where to put it but i am so pissed i have to type it somewhere anyone else been hacked?
ADDED: Ok one of my guildies as gotten all his stuff back. This is very weird i still cannot get on {damn you 005}
anyone else been hacked?ADDED: Ok one of my guildies as gotten all his stuff back. This is very weird i still cannot get on {damn you 005}
Uzul
thanks for sharing this information phantoma.
recently gw has become almost unplayable - i connect from germany to the american servers: and everything has been fine ever since the different servers were introduced. (and before that we all played on a server that was situated in america ^^) constant lag and err7s are haunting me
for weeks now: i can't enjoy gvg anymore, and pve became ridiculously laggy too (especially cantha). usually i am at home in the international districts -- but even there the dreadful err7 comes to get me.
the newest issue is error5 - some areas are temporary inaccessable and i get stuck at 0% until gw shows me the default error5 message that brings me back to login. *le sigh*
so - i switched over to euro like alex weekes suggested: international districts are completely done for now -- no chance of even loading into them (err5)
same applies to the guild hall and some maps where the primary quest for my pve characters lead to. when i use the european districts i have.. a little less lag than before on the american ones --- but i still get an error7 from time to time: i have to admit that they are less thou'.
the only problem - no international districts, no meeting my friends from the server that i played on ever since these territories were introduced.
*le sigh*
i am off to write another support ticket for ncsoft...
in the meantime i'll think about how we could get arter.net to fix their freaking hub.
recently gw has become almost unplayable - i connect from germany to the american servers: and everything has been fine ever since the different servers were introduced. (and before that we all played on a server that was situated in america ^^) constant lag and err7s are haunting me
for weeks now: i can't enjoy gvg anymore, and pve became ridiculously laggy too (especially cantha). usually i am at home in the international districts -- but even there the dreadful err7 comes to get me.
the newest issue is error5 - some areas are temporary inaccessable and i get stuck at 0% until gw shows me the default error5 message that brings me back to login. *le sigh*
so - i switched over to euro like alex weekes suggested: international districts are completely done for now -- no chance of even loading into them (err5)
same applies to the guild hall and some maps where the primary quest for my pve characters lead to. when i use the european districts i have.. a little less lag than before on the american ones --- but i still get an error7 from time to time: i have to admit that they are less thou'.
the only problem - no international districts, no meeting my friends from the server that i played on ever since these territories were introduced.
*le sigh*
i am off to write another support ticket for ncsoft...
in the meantime i'll think about how we could get arter.net to fix their freaking hub.
Phantoma
Yeah I have that same problem especially today, I have sent them a pic of each error I got, I am so fed up. I cant get my ranger out of Saltspray or whereever that alliance battling is done. I can't get my necro out of Lutgardis conservatory, and my monk..I got her out of House zu heltzer only to get her stuck at Altrumm ruins, all are unplayable and I am so fed up and afraid to even try my other chars to see if I can play them. This was all in the last hour and a half, needless to say, I havn't done anything but stand in the district and wait minutes away for it to lag out and disconnect. That is NOT playing the game. I can't even get my chars to international district to even try there. Sigh. SOmething has to be done about this. This is as I stated....getting worse. NCSOFT!!!YOu have PPL rage quitting the game! As it is, time for me to look for some other form of entertainment. I have gotten a total of about 2 hours of play time in the past 3 days. Waiting lag bubbles and disconnections is not playing an enjoyable game. I have alliance memebers commenting on my guilds lack of slliance support, but I can't even get in there to get factions up even to 1K !!!! ALTER.NET is killing the game!! for everyone!
robrobrob
Quote:
|
Originally Posted by raven214
This is exactly what GW needs though - an "official" message board or something - one central place where we can find the truth, so that we aren't forced to rely on rumor/gossip or our own imaginations..
|
FunkySpunk
many of my guildies cannot get on and I completely lag out after taking 10-20 steps. Typing a message takes up to 10 seconds. There's much lag at the alter.net connection. I haven't got kickedo ut tonight but, many in my guild and other guilds that I chat with say they have people getting a lot of error 5, error 7 and error 50's. To those at NCsoft, I for one am willing to document some stuff if that will help have this issue looked at. I have no problem with rounding up the trooops and making a little noise.
Loviatar
Quote:
|
Originally Posted by FunkySpunk
I have no problem with rounding up the trooops and making a little noise.
|
i dont have the slightest idea if this helps but the west coast (los angeles) has had zero problems so far.a not problem might help isolate something for you as well.
i have had no lag, 5,7,dropped connection in either chapter.
i wish all of you could be as lucky on this
Lady Lozza
Australian player here on EU servers since start of play (on this account) and I'm having the worst lag issues. I'm being booted on average of once per 10 mins of play time that is once the clock hits about 5pm here. Normally before that time it is not quite so bad.
Djvandal
[QUOTE=Phantoma] and have a close knit group of friends that make you feel like you matter, instead of making you feel like a "PUG" or "Noob".
QUOTE]
Thank you fo rposting the info was wondering whats going on i was blaming my isp lol
on a side note PUG is a pick up group could be 8 people that have been playing for 2 years each or 8 noob's its still a pug if it isnt a guild group or a majority guild group :P
QUOTE]
Thank you fo rposting the info was wondering whats going on i was blaming my isp lol
on a side note PUG is a pick up group could be 8 people that have been playing for 2 years each or 8 noob's its still a pug if it isnt a guild group or a majority guild group :P
Uzul
yesterday i started a new ticket trying to get another official statement out of them: i referred to this thread and provided my net-tool-logs from the last days.
their first attempt to solve it:
did this - no change --- contacted my isp again: sais everything is fine -- until! the data gets lost somewere in the us: no detail where from my isp, but somehow i have an idea which server that might be.
my problem: as soon as in america things get "busy" - aka after 4pm est - i can forget to even log in. err5 err7 err72 since today -- yay! this gets better once traffic dies down a bit -- so in my afternoon (gmt+1ish) i can play a bit -- lag is there, but i can stand it: it works for some pve stuff: no pvp thou...
the problem is: there is no chance for me to meet my guild when they are on -- since i can't go into my own hall after 5pm est. err5 blocks it.
if i get something useful from the support i will post it here - and in the meantime i am going to find some way to mailbomb arter.net. i think if we cause more work in their PR-department than it would take to fix the hub we might win.
their first attempt to solve it:
Quote:
|
Originally Posted by ncsoft tech support
Hello Sebastian,
We had numerous customers reporting similar trouble today. Many of them are now reporting that the issue is resolved. Please flush your DNS and try the game again. Let us know if the problem is resolved for you as well. To do this, open a command prompt by clicking Start, Run, typing cmd and clicking OK. At the prompt, type the command 'ipconfig /flushdns' (without the quotes) and hit enter. You should get a message that the DNS cache has been cleared. Try the flush command 3 or 4 times. Then type exit to close the command console. At this point try launching the game again. Thanks! Guild Wars Tech Support |
my problem: as soon as in america things get "busy" - aka after 4pm est - i can forget to even log in. err5 err7 err72 since today -- yay! this gets better once traffic dies down a bit -- so in my afternoon (gmt+1ish) i can play a bit -- lag is there, but i can stand it: it works for some pve stuff: no pvp thou...
the problem is: there is no chance for me to meet my guild when they are on -- since i can't go into my own hall after 5pm est. err5 blocks it.
if i get something useful from the support i will post it here - and in the meantime i am going to find some way to mailbomb arter.net. i think if we cause more work in their PR-department than it would take to fix the hub we might win.
Charr Killer
i have had this problem for a day or so now
i am willing to try to do the DNS flush thingy. but what is DNS? if i flush it will it like reset my computer and its conents? will i have to redownload GW?
i am willing to try to do the DNS flush thingy. but what is DNS? if i flush it will it like reset my computer and its conents? will i have to redownload GW?
Krennel
Quote:
|
Originally Posted by Charr Killer
i have had this problem for a day or so now
i am willing to try to do the DNS flush thingy. but what is DNS? if i flush it will it like reset my computer and its conents? will i have to redownload GW? |
Krennel
But now I don't understand how flushing your DNS has anything to do with packet loss from Alter.net or connecting to there servers...
Phantoma
Guys, I did that DNS flush, it didn't help. THat was one of the MANY things that GW tech wanted me to do.
stone433
I have knoticed a small problum that this thread is creating that needs to be addressed. while Alter.net is creating a lot of issues of Lag in the game right now Alter.net might not be YOUR issue. the chance that somthng changed with your computer / network / isp and you did not relise it is a posability. if Anet support sugests you do somthing to check your connection then do it, by following there instructions it will help them and you the most.
Uzul
newest message from the support asks me to run pingplotter.. .here is the message:
i told my guildmates and allies to gather all the information they can with the 2 tools (pingplotter and GWnetworktool) and i will be uploading their logs into my ticket as well. for everyone with this problem i can just recommend to run those tools while having the problem and then start a ticket at http://support.plaync.com/.
if all leads point towards arter.net after all we should focus our mails there - but first we need to supply those logs to a.net. so everyone who hasn't started their own support-ticket about this issue: do so now.
cya later - i have to generate some more log-files.
Quote:
|
Originally Posted by ncsoft tech support
Hello Sebastian,
If there is a faulty piece of hardware with your ISP, or on the route to or from the game servers, it will likely result in you experiencing lag, or even complete loss of Internet access. This can happen to dial-up and broadband (Cable/DSL/LAN) users alike. You may have exceptionally good ping times, and good trace and ping results, but an intermittent problem with hardware along the way can disconnect or lag you and then return to normal before you can capture the information with a trace route or ping. This makes troubleshooting extremely difficult since things work fine when you run the tests. There is a trial program called PingPlotter Standard that may be of some use to you in determining where the packet loss or latency is happening. You can find the program and information on how to use it at http://www.pingplotter.com/download.html . **This program is not supported by NCsoft** I mention it because I have seen it help people locate their latency issue by letting it run in the background while playing Guild Wars for troubleshooting purposes. It is not recommended that you leave it running in the background for extended periods of time because it may affect the performance of your connection due to the constant monitoring that it does. There is a freeware version of PingPlotter on the site as well, however it is lacking some of the historical tracking features that will help you in finding the likely source of your latency. Once you install the Standard version of PingPlotter, do a trace to two IP addresses: 206.127.149.36 and 209.0.88.72 Let it run in the background as you play Guild Wars. Please let the test run for at least 30 minutes. When you are disconnected from the game or experience severe lag, switch back over to Ping lotter and look at the results for the likely cause of your disconnection. As a general rule, red lines in the graph at the bottom are bad and should be looked at first. You can save a sample set by clicking on File -> Save Sample Set. Information regarding how to interpret the results can be found in the PingPlotter FAQ located at the following URLs: http://www.pingplotter.com/tutorial/...xampleOne.html http://www.pingplotter.com/tutorial/...GraphsISP.html http://www.pingplotter.com/tutorial/...aphsGamer.html You can find more information on how to use PingPlotter in the tutorial: http://www.pingplotter.com/tutorial/index.html You are able to save historical samples of the trace results to provide to your ISP. If the problem appears to be happening within our network, please export and save the Ping Plotter results and send them to us in an attachment in *.pp2 format. We look forward to seeing the results. Regards, Guild Wars Technical Support |
if all leads point towards arter.net after all we should focus our mails there - but first we need to supply those logs to a.net. so everyone who hasn't started their own support-ticket about this issue: do so now.
cya later - i have to generate some more log-files.