Official thread: Connectivity issues 8/8/13- PLEASE POST HERE

[Sapience]

We are investigating reports of connectivity issues. We currently believe these issues to share the same root cause as previous issues and have contacted the external parties involved.

If you were successful in using the previous workarounds, we suggest you use them again.

If you are able to provide us a traceroute to gls.lotro.com, please post it here so we can use this to confirm our believe that these and the previous issues share the same root cause.

[Shouriel]

Having same issues as this weekend. Main character (Shouriel) on Arkenstone will hang in the loading screen but I can get on and off her if I wait patiently for a while and try again.

Releeshan however, is stuck in loading limbo since the problem re-appeared.

Here is my traceroute! Hope it helps! I'm heading to bed

Tracing route to gls.lotro.com [74.201.102.12]
over a maximum of 30 hops:

1 3 ms 5 ms 1 ms 192.168.1.1
2 11 ms 9 ms 10 ms 96.167.40.1
3 53 ms 12 ms 39 ms 68.86.98.25
4 44 ms 34 ms 48 ms ae-20-0-ar03.seattle.wa.seattle.comcas t.net [69.
139.164.129]
5 31 ms 27 ms 41 ms he-1-3-0-0-10-cr01.seattle.wa.ibone.comcast. net
[68.86.93.165]
6 13 ms 11 ms 12 ms be-12-pe03.seattle.wa.ibone.comcast. net [68.86.8
4.106]
7 42 ms 37 ms 26 ms 173.167.57.250
8 26 ms 13 ms 15 ms 0.ge-2-2-0.XL3.SEA1.ALTER.NET [152.63.105.193]
9 * * * Request timed out.
10 86 ms 155 ms 124 ms 0.xe-10-3-0.GW15.BOS4.ALTER.NET [152.63.21.150]

11 108 ms 115 ms 85 ms internap-gw.customer.alter.net [152.179.134.214]

12 85 ms 89 ms 95 ms border1.te7-1-bbnet1.bsn003.pnap.net [63.251.128
.43]
13 100 ms 84 ms 119 ms turbine-7.border1.bsn003.pnap.net [64.95.76.202]

14 137 ms 134 ms 90 ms 74.201.102.154
15 93 ms 145 ms 124 ms 74.201.102.12

Trace complete.

[Amykareena]

I am stuck at "Installing Pre-Reqs" again!

I had this same issue a few days ago and was offline for 2 days... Then I logged on, it installed some stuff for 10-15mins and I've been able to play normally for 3 daysish. Now I'm getting the exact same error.

My sub is up for renewal on the 16th. If I'm offline for another couple days again without recomp- I am seriously considering dropping lotro and moving on to another game.

I've already renewed my ip, powercycled both internet and cpu, the 1st time I had this issue I did an uninstall/reinstall of the game, and have checked my antivirus programs to make sure they aren't interfering. Is there anything else I can do to help clear this up?

I dont know how to do a trace route.

Thank you

[Sapience]

My sub is up for renewal on the 16th. If I'm offline for another couple days again without recomp- I am seriously considering dropping lotro and moving on to another game.

If this were something we could control and was within our power to change I could completely understand. However, as the previous issues were caused by a third party routing issues out side of our building, our provider and our control and we believe this to be the exact same issues again, I hope you will understand that even we are at the mercy of other companies when it comes to certain aspects of the service that are outside of our control.

[Amykareena]

If this were something we could control and was within our power to change I could completely understand. However, as the previous issues were caused by a third party routing issues out side of our building, our provider and our control and we believe this to be the exact same issues again, I hope you will understand that even we are at the mercy of other companies when it comes to certain aspects of the service that are outside of our control.

That really sucks; for all of us- but I'm not going to pay for a game I can't access to play either. I really hope this can all get figured out soon.

[Eartholloth]

That really sucks; for all of us- but I'm not going to pay for a game I can't access to play either. I really hope this can all get figured out soon.

Here's how to do a tracer

go to your windows button on the bottom left and type the letters "cmd". A box will come up. Type the following exactly:

tracert gls.lotro.com

hit enter

the tracerout will start running. when it's finished right click and click "select all"

[Druzhina]

That really sucks; for all of us- but I'm not going to pay for a game I can't access to play either. I really hope this can all get figured out soon.

I have to agree here. I turned VIP within the first 3 days of playing as I loved the game, its lore and community atmosphere yet I cannot justify a subscription when I cannot log in and play when I want.

[Amykareena]

Here's how to do a tracer

Thank you

I pmed it to Sap. Hope it helps.

[Eartholloth]

Thank you

I pmed it to Sap. Hope it helps.

Welcome

Who do you have for a internet provider?

[Sapience]

Thank you Amy, I sent it to the team. Yours is showing one of the failures along the internet that we found to be the problem last time. So far all that have been sent to us show this same error.

[Amykareena]

Welcome

Who do you have for a internet provider?

Comcast; and I'm routing through Seattle same as Shouriel is. My trace was very similar to the one they posted.

[Lanari]

im curious sapience, is this a provider you guys can change? granted #### happens and they did something about it the other day, although it sounded more like a work around.

guess it was time for me to go to bed anyway.

good luck!

[Sapience]

im curious sapience, is this a provider you guys can change? granted #### happens and they did something about it the other day, although it sounded more like a work around.

guess it was time for me to go to bed anyway.

good luck!

The problem is it isn't our provider. It's a provider along the path between our provider and player's homes. So we can't change it. Our provider can only try to map new routes around them when this happens and that usually involves trying to figure out where in the path they are (as you sometimes cross the same provider's network more than once).


This is the segment we're focusing on.

8 26 ms 13 ms 15 ms 0.ge-2-2-0.XL3.SEA1.ALTER.NET [152.63.105.193]
9 * * * Request timed out.
10 86 ms 155 ms 124 ms 0.xe-10-3-0.GW15.BOS4.ALTER.NET [152.63.21.150]

It's pretty consistent in all reports that the drop happens during hops along this route. Same as last week.

[Eartholloth]

Comcast; and I'm routing through Seattle same as Shouriel is. My trace was very similar to the one they posted.

That explains things. I have noticed that the people who have said who there provider is with this trouble is either comcast or at&t.

[Lanari]

well thats too bad i wonder what is causing it to happen all of a sudden? im a completely clueless to internet stuff. turn it on and hope it works is me. lol

do you ever get to sleep sapience?

[Lanari]

yeah im comcast too

[Sapience]

well thats too bad i wonder what is causing it to happen all of a sudden? im a completely clueless to internet stuff. turn it on and hope it works is me. lol

do you ever get to sleep sapience?

I did sleep. For about 25 minutes. I'm good for another month!

[solo1376]

TraceRoute from Network-Tools.com to 74.201.102.12 [gls.lotro.com]
Hop (ms) (ms) (ms) IP Address Host name
1 0 0 0 8.9.232.73 xe-5-3-0.edge3.dallas1.level3.net
2 0 0 0 4.69.145.76 ae-2-70.edge2.dallas3.level3.net
3 0 0 0 4.68.63.50 centurylink-level3.dallas3.level3.net
4 Timed out Timed out Timed out -
5 48 48 48 65.120.117.250 -
6 48 48 48 63.251.128.107 border1.te8-1-bbnet2.bsn003.pnap.net
7 48 48 48 64.95.76.202 turbine-7.border1.bsn003.pnap.net
8 48 48 48 74.201.102.154 -
9 48 48 48 74.201.102.12 -

Trace complete

[Lanari]

*hands sapience some coffee or whatever he uses for caffeine*

good luck and ty. i need more than 25 minutes however so going to see if i cant sleep and not dream of not being able to connect errors

[Eartholloth]

*hands sapience some coffee or whatever he uses for caffeine*

good luck and ty. i need more than 25 minutes however so going to see if i cant sleep and not dream of not being able to connect errors

Forget the coffee, rum is what gets Sapience going. LOL

[Hiritier]

I had the same problem from about few hours ago. It didnt happen to me few days ago while many other had the same problem today the lag hammer had found me. However, be able to log in again now. I guess Turbine's provider did "map new routes around". I also thought (from days ago) it's not because people connection/computer or Turbine server but something between them. Im glad that this is a known issue so whenever it happen, Turbine can call their provider and fix this quick.

[Fearless.one]

Microsoft Windows [Version 6.3.9431]
(c) 2013 Microsoft Corporation. All rights reserved.

C:\Users\Michael>tracert gls.lotro.com

Tracing route to gls.lotro.com [74.201.102.12]
over a maximum of 30 hops:

1 21 ms 27 ms 29 ms 98.240.108.1
2 27 ms 20 ms 28 ms 98.240.108.1
3 9 ms 10 ms 8 ms xe-11-1-0-32767-sur02.gallatin.tn.nash.comcast .n
et [68.86.149.149]
4 9 ms 10 ms 10 ms xe-5-1-6-0-ar01.goodslettvll.tn.nash.comc ast.net
[68.86.176.73]
5 19 ms 18 ms 17 ms he-5-6-0-0-cr01.56marietta.ga.ibone.comca st.net
[68.86.90.89]
6 32 ms 30 ms 30 ms 68.86.85.6
7 29 ms 29 ms 29 ms be-10-pe02.nota.fl.ibone.comcast.net [68.86.82.1
13]
8 42 ms 30 ms 29 ms n-a.GW1.MIA19.ALTER.NET [152.179.236.1]
9 30 ms 29 ms 29 ms 0.xe-5-3-1.XL2.MIA19.ALTER.NET [152.63.86.33]
10 * * * Request timed out.
11 78 ms 54 ms 56 ms 0.ge-9-2-0.GW15.BOS4.ALTER.NET [152.63.24.50]
12 56 ms 55 ms 56 ms internap-gw.customer.alter.net [152.179.134.214]

13 56 ms 55 ms 56 ms border1.te8-1-bbnet2.bsn003.pnap.net [63.251.128
.107]
14 57 ms 56 ms 56 ms turbine-7.border1.bsn003.pnap.net [64.95.76.202]

15 56 ms 55 ms 56 ms 74.201.102.154
16 57 ms 56 ms 55 ms 74.201.102.12

Trace complete.

well here is your trace hope it helps soon as I have had my fill of this issue. I unfortunately can't just cancel my VIP like others. I have invested my money poorly by buying all the content. Or I would be gone many times over and not just over this conductivity problem.

[Lareleloth]

I ran this trace route right after I started having issues....
============
Tracing route to gls.lotro.com [74.201.102.12]
over a maximum of 30 hops:

1 1 ms 2 ms 1 ms 10.1.41.90
2 5 ms 1 ms 1 ms 10.1.41.90
3 7 ms 7 ms 3 ms G0-8-1-0.WASHDC-LCR-22.verizon-gni.net [130.81.2
19.138]
4 3 ms 3 ms 3 ms so-3-1-0-0.RES-BB-RTR1.verizon-gni.net [130.81.1
51.232]
5 15 ms 15 ms 15 ms 0.ae1.XL4.BOS4.ALTER.NET [140.222.226.15]
6 16 ms 16 ms 16 ms 0.ge-9-0-0.GW15.BOS4.ALTER.NET [152.63.24.42]
7 59 ms 58 ms 58 ms internap-gw.customer.alter.net [152.179.134.214]

8 22 ms 22 ms 22 ms border1.te8-1-bbnet2.bsn003.pnap.net [63.251.128
.107]
9 19 ms 18 ms 18 ms turbine-7.border1.bsn003.pnap.net [64.95.76.202]

10 22 ms 22 ms 22 ms 74.201.102.154
11 19 ms 19 ms 20 ms 74.201.102.12

Trace complete.

======

and again, just 2 minutes ago

==================
Microsoft Windows [Version 6.0.6002]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\Patricia>tracert gls.turbine.com

Tracing route to gls.turbine.com [206.16.13.92]
over a maximum of 30 hops:

1 13 ms 2 ms 1 ms 10.1.41.90
2 2 ms 2 ms 4 ms 10.1.41.90
3 7 ms 27 ms 5 ms G0-8-1-0.WASHDC-LCR-22.verizon-gni.net [130.81.2
19.138]
4 30 ms 4 ms 3 ms ae0-0.RES-BB-RTR1.verizon-gni.net [130.81.209.11
4]
5 4 ms 4 ms 4 ms 0.xe-8-0-0.BR1.IAD8.ALTER.NET [152.63.37.73]
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.

====
Things seem to be changing......

[Amykareena]

This is the segment we're focusing on.


It's pretty consistent in all reports that the drop happens during hops along this route. Same as last week.

Should I call into comcast- would they be able to help fix this? What would I say to them specifically to help with this issue?

[Sapience]

Should I call into comcast- would they be able to help fix this? What would I say to them specifically to help with this issue?

I don't know that they'd give you much information as this is a routing issue. You could try calling and asking them if there were any outages on their end, though I suspect they'd say no.