EVE Search - Announcement:2016/10/21

CCP Falcon wrote:

Will In'Ganable wrote:

Sophos Mileghere wrote:

Will In'Ganable wrote:

What level of operational monitoring do you have in place to detect these kinds of issues?

What is your RTO & RPO?

How many instances of this kind of issue have you had in the last 3, 6, 12 and 24 months?

What are your remuneration plans for your affected customers?

And last, but by no means last, what plans do you have in place to mitigate this risk in future?

This has to be the worst post of the day, please understand this is a game and not a FTSE100

I'm still a paying customer, and there is an expectation that ANY business should be able to maintain service.

Are you SERISOULY telling me you don't care if CCP can't provide service?

All of the questions boil down to "Are you taking your service support and customers seriously?"

I just want to see the plan is all :)

This is entirely out of our control.

Also, I hate quoting the EULA, but:

EULA Section 11 - NO WARRANTIES wrote:

While CCP attempts to have the System available at most times, CCP does not guarantee that the System will always be available, or that the System will not become unavailable during Game play. The System may become unavailable for a number of reasons, including without limitation during the performance of maintenance to the System, for the implementation of new software, for emergency situations and due to equipment or telecommunications failures.

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Author	Thread Statistics \| Show CCP posts - 8 post(s)
Mikhem Taxisk Unlimited 351	Posted - 2016.10.21 20:46:55 - [61] - Quote It seems that logging to EVE works now. DDoS Attack continues so this could be your short chance to get in. Mikhem Link library to EVE music songs.
Paranoid Loyd 9717	Posted - 2016.10.21 20:52:11 - [62] - Quote Will In'Ganable wrote: CCP Falcon wrote: [img]http://content.eveonline.com/www/newssystem/media/70643/1/german_flag30.png[/img] [img]http://content.eveonline.com/www/newssystem/media/70643/1/FLAG_-_RUSSIAN_30.png[/img] There are currently ongoing login issues due to the fact that our DNS Provider Dyn is experiencing a Denial of Service (DDoS) attack. This means that while players currently connected to EVE are not likely to be affected, those attempting to log in my have issues doing so. This issue may also affect our forums, account management services and any other web based services, as well as the New Eden Store in game. We will provide updates in this thread as soon as we know more about the situation. Apologies for any inconvenience this might cause. UPDATES : UPDATE - 17:40 UTC - ISSUES ARE STILL ONGOING - NO FURTHER UPDATES AVAILABLE What level of operational monitoring do you have in place to detect these kinds of issues? What is your RTO & RPO? How many instances of this kind of issue have you had in the last 3, 6, 12 and 24 months? What are your remuneration plans for your affected customers? And last, but by no means last, what plans do you have in place to mitigate this risk in future? Yeah Falcon, when are you gonna stop dicking around and take complete control of the internet already? "There is only one authority in this game, and that my friend is violence. The supreme authority upon which all other authority is derived." ISD Max Trix Fix the Prospect!
Jackson Ikkala Not Recruting 0	Posted - 2016.10.21 20:55:42 - [63] - Quote Will In'Ganable it's entirely out of there hands it's there hosting service dyn they are the one's getting attacked CCP can do nothing about it it's not like they can change hosts in an instant Reddit netflix spotify and many other's have been affected by this not just eve. TLDR: OUT OF CCP'S CONTROL STOP WHINING

CCP Falcon 13206	Posted - 2016.10.21 20:58:38 - [64] - Quote Will In'Ganable wrote: Sophos Mileghere wrote: Will In'Ganable wrote: What level of operational monitoring do you have in place to detect these kinds of issues? What is your RTO & RPO? How many instances of this kind of issue have you had in the last 3, 6, 12 and 24 months? What are your remuneration plans for your affected customers? And last, but by no means last, what plans do you have in place to mitigate this risk in future? This has to be the worst post of the day, please understand this is a game and not a FTSE100 I'm still a paying customer, and there is an expectation that ANY business should be able to maintain service. Are you SERISOULY telling me you don't care if CCP can't provide service? All of the questions boil down to "Are you taking your service support and customers seriously?" I just want to see the plan is all :) This is entirely out of our control. Also, I hate quoting the EULA, but: EULA Section 11 - NO WARRANTIES wrote: While CCP attempts to have the System available at most times, CCP does not guarantee that the System will always be available, or that the System will not become unavailable during Game play. The System may become unavailable for a number of reasons, including without limitation during the performance of maintenance to the System, for the implementation of new software, for emergency situations and due to equipment or telecommunications failures. CCP Falcon \|\| EVE Universe Community Manager \|\| @CCP_Falcon Happy Birthday To FAWLTY7! <3

Goatman NotMyFault Lubrication Industries Band of Boogers 267	Posted - 2016.10.21 20:59:14 - [65] - Quote New DDOS attack is ongoing....
Brigadine Ferathine The Valiant Vanguard The Volition Cult 112	Posted - 2016.10.21 21:01:18 - [66] - Quote CCP Falcon wrote: Will In'Ganable wrote: Sophos Mileghere wrote: Will In'Ganable wrote: What level of operational monitoring do you have in place to detect these kinds of issues? What is your RTO & RPO? How many instances of this kind of issue have you had in the last 3, 6, 12 and 24 months? What are your remuneration plans for your affected customers? And last, but by no means last, what plans do you have in place to mitigate this risk in future? This has to be the worst post of the day, please understand this is a game and not a FTSE100 I'm still a paying customer, and there is an expectation that ANY business should be able to maintain service. Are you SERISOULY telling me you don't care if CCP can't provide service? All of the questions boil down to "Are you taking your service support and customers seriously?" I just want to see the plan is all :) This is entirely out of our control. Also, I hate quoting the EULA, but: EULA Section 11 - NO WARRANTIES wrote: While CCP attempts to have the System available at most times, CCP does not guarantee that the System will always be available, or that the System will not become unavailable during Game play. The System may become unavailable for a number of reasons, including without limitation during the performance of maintenance to the System, for the implementation of new software, for emergency situations and due to equipment or telecommunications failures. The problem is people feel that CCP is making no effort because it isn't their system and it should be.

CCP Explorer C C P C C P Alliance 3184	Posted - 2016.10.21 21:13:49 - [67] - Quote Quince Rin wrote: CCP Falcon, Is this still Dyn or is it now EVE specific? It's the attack on Dyn DNS. Erlendur S. Thorsteinsson \| Senior Development Director \| EVE Online // CCP Games \| @CCP_Explorer


CCP Explorer C C P C C P Alliance 3184	Posted - 2016.10.21 21:17:32 - [68] - Quote DrysonBennington wrote: Doesn't CCP have the ability to deflect a DDoS attack? There has to be algorithm that would detect any odd disturbances with a connection that would not be deemed normal. Most likely an LOIC attack for those interested. We do, but this wasn't a DDoS attack on us, this was against Dyn DNS that is our DNS provider. Erlendur S. Thorsteinsson \| Senior Development Director \| EVE Online // CCP Games \| @CCP_Explorer

Xalvaron Pator Tech School Minmatar Republic 0	Posted - 2016.10.21 21:26:08 - [69] - Quote Salutations, fellow capsuleers, as a update to the situation regarding the ddos on DYN. I can say that Twitter is down. Reddit had some issues, Twitch too, half of the east coast, over in the United States is hit by this. Now for some incredible Xalvaron tin foil hat speculation time. Assange is about to get pulled out of his hidey hole in the ecuadorian embassy today. http://www.zerohedge.com/news/2016-10-21/wikileaks-reveals-heavily-armed-police-gathering-outside-ecuadorian-embassy-london The speculation would be, too much friction with the powers that be, and so this resulted in the ddos. If any followed the presidential debate, and the current situation in the world that has been developing for oh say... several decades, it might make a tad more sense. One can argue, is it the Russians? is it the Clintons? is it the Jovians, the Globalists whom i fully support?, or perhaps a disgruntled icelandlolian, that got into a rage from accidently tasting norwegian lutefisk, we might never know. Never a dull moment, in New Eden, Or on Planet Dirt.
Hybrid Sasen The Black Mass 0	Posted - 2016.10.21 21:51:04 - [70] - Quote Being an Ex employee of DYN I am not surprised that this finally happened. I and many others left because they refused and still refuse to listen to those with concerns regarding their infrastructure and management. Having spoken to my some of my old colleagues today I would always, always suggest to any large scale Internet based company to make sure you use multiple DNS providers. Just a suggestion but never rely on a single DNS provider and set you TTL's low as you dare and/or use another anycast DNS provider so that you can switch quickly. It will put your request usage bill up but pay for itself in the long-term. Good Luck guys

Flashmala Rogue Clones Yulai Federation 48	Posted - 2016.10.21 21:56:24 - [71] - Quote Allah has repelled the DNS invaders! Age does not diminish the extreme disappointment of having a scoop of ice cream fall from the cone.
Milla Goodpussy Federal Navy Academy 464	Posted - 2016.10.21 22:35:42 - [72] - Quote To CCP Falcon, CCP Games its staff and everyone there, Thank you for attempting to relay the information out to us, although it was a huge bump it just proves further more how much we're relying on the internet and social media these days to get information about ongoing cyber attacks. i would be asking for free SP, but this was indeed beyond your control and i must say hats off to you guys for keeping your cool while us players went absolutely near batchit crazy. So lets move forward and get back to matters at hand... the future and upcoming rage threads about the expansion next month. we're back online, we're to flying in new eden and most importantly eve online is back.. and thats all that matters. your friend in the skies, M.G o7
Richecko University of Caille Gallente Federation 10	Posted - 2016.10.21 23:38:10 - [73] - Quote Thanks CCP Falcon and CCP Explorer for engaging us customers in a discussion and for your well crafted messages explaining what you knew of the cause, degree of impact, and when you learned it made the Eve Forums unavailable to some customers using alternative services. Thanks for letting us know it was an issue with one of your vendors and who the vendor was. The topic - of "Can Eve be made better when this happens? Can a repeat of this be avoided?" is worth a few words. The answer as some hints in this thread have pointed out is yes and it is worth investigating if this kind of Internet disruption becomes common rather than a one-time event. [1] One person pointed out that by using a hosts file the translation between DNS names, and IP Addresses can be done by your PC without needing to access a DNS server on the Internet for the purpose. This is a legacy technology from back before the DNS was invented and it still works. The limitations are (1) the customer needs a list of what DNS names the software from CCP needs to contact (2) the configuration of what IP addresses they correspond to can't be remotely updated and so can go out of date and create a configuration that is hard for tech support to remotely troubleshoot. It's far from an ideal solution in today's modern Internet, but it can be a quick fix that requires no code or infrastructure changes on CCPs part in case of a future DNS service outage. All CCP would have to to do is test the configuration works and then publish a block of text to paste into your hosts files with a list of the domain names the launcher uses, and the IP Addresses they want you to use. If you, the reader of this post, have hacker tendencies, you can learn more about hosts files here: http://www.howtogeek.com/howto/27350/beginner-geek-how-to-edit-your-hosts-file/ During this outage, IP addresses corresponding to a domain name could be looked up at ipaddress.com, a site that who used a DNS service not under attack. That site may or may not be available in a future attack. http://ipaddress.com When DNS was unavailable, the launcher failed in an extremely basic way (no graphics, just a plain white window with text error messages) and that probably should be improved. During a DNS outage when CCPs other systems are working, URLs in the launcher could go to forum pages by IP address, not DNS name, thereby allowing CCP to communicate with customers using the client and their servers even if DNS is unavailable. i.e. http://87.237.34.103/.... not http://forums.eveonline.com/... [2] Another capsuleer pointed out CCP IT Operations could change their infrastructure to have contracts with multiple DNS providers and set things up to be able to switch which DNS provider they use (CCP noted that they now buy DNS service from a company named Dyn). The post alluded to some of the IT management complexity that is introduced if you design your infrastructure that way and that it results in larger operational costs. Appreciating this requires developing expertise in the IT Operations specialty area of managing DNS servers. [3] Software can communicate between any pair of IP addresses on the Internet without using the DNS. Another solution to avoiding an outage in this case is available to CCP because they use custom software for their client and server. For Eve Online, they are not dependent on a browser or other 3rd party software like a website is. The Launcher and Eve Client could be modified to include hard-coded IP addresses to try and contact for various functions as a last resort in case DNS was not working. This requires close coordination between Development and Operations to ensure that any hard-coded IP addresses correspond to currently operational and maintained servers. The Eve client is regularly updated, and updates are mandatory, so developing process to manage this is well within CCP's technical and organizational engineering capabilities. Keep up the good work CCP and thanks for all the efforts to make the software and it's supporting infrastructure better over time.
Jack Tronic borkedLabs 243	Posted - 2016.10.22 01:04:20 - [74] - Quote Quote: [2] Another capsuleer pointed out CCP IT Operations could change their infrastructure to have contracts with multiple DNS providers and set things up to be able to switch which DNS provider they use (CCP noted that they now buy DNS service from a company named Dyn). The post alluded to some of the IT management complexity that is introduced if you design your infrastructure that way and that it results in larger operational costs. Appreciating this requires developing expertise in the IT Operations specialty area of managing DNS servers. I must be doing things horribly wrong at work if I can just copy a host file between the three DNS providers we use and not have any "large operational costs" involved. Most of the commands look like this: azure network dns zone import myresourcegroup contoso.com contoso.com.txt and the zone file is standard between providers.
ISD Max Trix ISD Community Communications Liaisons 397	Posted - 2016.10.22 01:10:54 - [75] - Quote As this issue has been resolved, this thread will be closed. ISD Max Trix Lieutenant Community Communication Liaisons (CCLs) Interstellar Services Department *I do not respond to Evemails.*


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