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  1. #1
    Brand / Commerce Manager Tolero's Avatar
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    Default Update Regarding Connection Issues from August 3rd-5th

    Update 8/8/2013 3:31 AM - There has been a resurgence of this issue, and we highly recommend players explore the workarounds described below...

    We have performed a thorough investigation of all our services, hardware, and datacenter connections since Saturday afternoon. After reviewing traceroute data from players, we have identified a broader internet issue with data routing external to our servers and networks. This morning we received word that one of our affiliated connection providers is taking steps to re-route services around certain areas of the internet that are experiencing issues. We believe this to be the root cause of the reported issues.

    Their work may take some time to propagate through the internet in general. If you are able to, take advantage of the temporary workarounds to use an alternate connection method (such as VPNs, tethered cellular, or acquiring a new IP address from your ISP) - any alternate internet connection that does not happen to route through the cached network paths from your existing provider. This may allow some of you to enter the game until such time as this rerouting and propagation completes.

    We appreciate the efforts by those who discovered workarounds, other reports of similar issues elsewhere on the 'net, and all of you who submitted tickets detailing your issues and locations and other requested data. (Please also keep in mind that this issue is not the same as the issue that causes some users to need to log in twice before they can connect.)
    Last edited by Tolero; 08-08-2013 at 03:34 AM.

  2. #2
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    A big thank you to the team for working on this all weekend. You did great detective work and the regular updates were appreciated.

    And you were even gracious not to point the finger at Cogent and Verizon.

  3. #3
    Community Member Stoner81's Avatar
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    Awesome Tolero thanks for the update, fortunatley the log in issues didn't affect me but thanks for keeping people up to date and informed with how things are going

    Stoner81.

  4. #4
    The Hatchery zwiebelring's Avatar
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  5. #5
    Community Member Cyndder's Avatar
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    I know a lot of people were up in arms over this weekend; I for one would like to thank the Turbine team for sticking with the troubleshooting and as I am one of many who contributed information I am glad to hear it was valuable in getting a resolution.

    Thanks again for all the support over the weekend in getting a resolution.
    Last edited by Cyndder; 08-05-2013 at 03:31 PM.
    Leader Apocalyptic Knights Khyber
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  6. #6
    Community Member hp1055cm's Avatar
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    Thanks for the update and the explanation. Hopefully the problem is resolved.
    I am encouraged by good news from others and look forward to playing again later this evening.

  7. #7
    Community Member cnynridr2's Avatar
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    Thumbs up Yes!!!

    Thanks for all the hard work!!! I can't wait to get off work and get my DDO Fix with friends.
    Lightsocket, Lightarrow, Lighter, Lighttank, Lightzapper
    Lightmeup, Lightsage, Lightemup, Lightrock, Lightbright, Lightsurge, Lightmaker, Lightbeam, Lightmist

  8. #8
    Community Member HernandoCortez's Avatar
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    Thanks Tolero. Now can we discuss an extra loot/xp week for those who were unable to play and missed it? Expansion is coming, would be nice to get extra xp to prepare our toons for it.
    EXTREME PREJUDICE™ - by Turbine.

    GHOSTBANE™ - by Turbine.

  9. #9
    Community Member die's Avatar
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    So, unless you are techy.. and I am not im just out of luck until when ever.
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    Xoriat Born~Doompriest~Doom~DoomTusk~Legion of Doom~Fear leads to anger, anger leads to hate, hate leads to suffering.

  10. #10
    Community Member moomooprincess's Avatar
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    Default Thanks

    Of course, I see this AFTER I posted mine in the general chat. I thought the stuff at the top of the service news was just stickied stuff.

    Overall, a good learning experience.

    Too bad I was one of those on the wrong end of the deal, but not having any connectivity issues is way better than what I had Saturday, Sunday, and this morning.

    Thanks to all the people that were wearing their fireman hats Saturday and Sunday at Turbine.
    Last edited by moomooprincess; 08-05-2013 at 04:22 PM.
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  11. #11
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    Thumbs up Good Job!

    Must have been a tough one to noodle out - debugging the routers out there, you've probably improved the entire internet for everyone!

  12. #12
    Community Member Lizardgrad89's Avatar
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    Quote Originally Posted by unacceptable View Post
    A big thank you to the team for working on this all weekend. You did great detective work and the regular updates were appreciated.

    And you were even gracious not to point the finger at Cogent and Verizon.
    Or AT&T.
    1 trying to capstone, 1 running epics, and a dozen mules.

  13. #13
    Community Member Urjak's Avatar
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    Quote Originally Posted by Tolero View Post
    *snip*

    We appreciate the efforts by those who discovered workarounds, other reports of similar issues elsewhere on the 'net, and all of you who submitted tickets detailing your issues and locations and other requested data. (Please also keep in mind that this issue is not the same as the issue that causes some users to need to log in twice before they can connect.)
    Cool!

    and .. any new of when this annoying bug with the double login will get fixed? (hopefully soonish? pretty please )
    Argonessen (mains):
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  14. #14
    Community Member Mahiya's Avatar
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    It is not turbines fault. It's a good example of professionalism when a company not at fault does not base their expression on a pointed finger.

  15. #15
    Community Member WYLDST0RM's Avatar
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    Quote Originally Posted by die View Post
    So, unless you are techy.. and I am not im just out of luck until when ever.
    Ditto!

  16. #16
    Community Member WYLDST0RM's Avatar
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    Their work may take some time to propagate through the internet in general. If you are able to, take advantage of the temporary workarounds to use an alternate connection method (such as VPNs, tethered cellular, or acquiring a new IP address from your ISP)
    So how do we get another IP address? Call our internet provider & ask for one?

  17. #17
    Community Member Cyndder's Avatar
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    Quote Originally Posted by die View Post
    So, unless you are techy.. and I am not im just out of luck until when ever.
    Not quite; one of the fixes--which I finally tried this morning before the service provider fix was in place was the Cyberghost VPN. You have to create an account as part of the setup, but you do not need to give them an e-mail address. Once it is started it will give you a new VPN IP address; start your game up...and it will run through the VPN. IT is a very easy install; the software finds you a connection server and will walk you through it. Once your connection is restored/working correctly you can simply uninstall the cyberghost software...or leave it in place; but turned off...for the futre...totally up to you.

    There are others out there but this one is low-tech as far as installing goes....and can be used for free.
    Leader Apocalyptic Knights Khyber
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  18. #18

    Default

    Quote Originally Posted by Tolero View Post
    We have performed a thorough investigation of all our services, hardware, and datacenter connections since Saturday

    We appreciate the efforts by those who discovered workarounds, other reports of similar issues elsewhere on the 'net, and all of you who submitted tickets detailing your issues and locations and other requested data. (Please also keep in mind that this issue is not the same as the issue that causes some users to need to log in twice before they can connect.)
    Any chance of extending the DDO bonus days for the poor sods who weren't able to login?

  19. #19
    Community Member Rakuda13's Avatar
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    Quote Originally Posted by Cyndder View Post
    Not quite; one of the fixes--which I finally tried this morning before the service provider fix was in place was the Cyberghost VPN. You have to create an account as part of the setup, but you do not need to give them an e-mail address. Once it is started it will give you a new VPN IP address; start your game up...and it will run through the VPN. IT is a very easy install; the software finds you a connection server and will walk you through it. Once your connection is restored/working correctly you can simply uninstall the cyberghost software...or leave it in place; but turned off...for the futre...totally up to you.

    There are others out there but this one is low-tech as far as installing goes....and can be used for free.
    So what does this do to the rest of my PC? How is it going to affect everything else i need to do on my pc? IS it going to try and find a connection server everytime i want to check anything else on the web?

    Im not techy at all but I did run a simple website and i could block IP addresses with that website. So it seems if Turbine is blocking my IP address then they could simply add my IP address to a list of OK IP addresses.

    I can log in this morning,but will look into cyberghost software,but I dont really see anywhere that Turbine is saying what program is safe for me to use. So if i download this cyberghost software and it crashes my PC who is responsible? Oh Me of course.

  20. #20
    Community Member Mahiya's Avatar
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    Quote Originally Posted by Rakuda13 View Post
    I can log in this morning,but will look into cyberghost software,but I dont really see anywhere that Turbine is saying what program is safe for me to use. So if i download this cyberghost software and it crashes my PC who is responsible? Oh Me of course.

    I practice websearching for reviews before I download pretty much anything.

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