CCP Navigator
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Posted - 2008.09.30 15:08:00 -
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Hello everyone,
Please find below some help and advice which may assist in fixing your problem.
Connection issues and connection drops can be caused by a lot of different things. Everything from your computer hardware, computer software to cables, ISP, trafic shaping. Tranquility generally do not have problems with connection drops. The only time we drop players are for downtime, or if a node or proxy server crashes. The later two does happen rarly, but it should not affect the same people over and over again. If your connection to Tranquility is interrupted and dropped often, then it is safe to say that this is outside CCPs control. People reporting issues like this often resolve it by:
1. Checking their Router settings
2. Checking their Firewall settings
3. Checking any third party program that might be blocking connections or masking identity over the internet
4. Checking with their ISP about port blocking or trafic shaping
Below are general instructions on how to diagnose connection related issues:
If you have a router with a firewall or a software firewall make sure it allows all traffic through port 26000 for both UDP and TCP protocols. You can read through the following article to see if it has information that can help solve this problem, http://kb.eve-online.com/Pages/KB/Article.aspx?id=119
You can test your connection to our server by doing the following, if you encounter problems you can send us the results.
To see whether you can get reach our servers or not, please do the following:
1. Press "Start" and select run. Write 'cmd' and press "ok"
2. Write 'telnet 87.237.38.200 26000' and wait for the process to finish.
If the Command Prompt gives you an error and fails, you are most likely running a firewall of some sort which is blocking the traffic from your computer to our servers. You will need to fix that. However, if the window generates some scrambled letters, you are successfully contacting the servers and you'll need to make a pingplotter test with further connection info.
Here's how to do so: Download a program called pingplotter which is available at http://www.pingplotter.com/downloads/pngplt_2.exe If you are running a hardware firewall (SPI Firewall) on your router you will need to disable it, as otherwise this program won't work.
After starting up pingplotter do the following in the program:
1) Under "Adress to trace" put the following value in the box: 87.237.38.200
2) In the bottom left corner in the box "# of times to trace" put the value 1500
3) In the bottom left corner in the box "Trace Intervals" change it to 2.5 seconds
4) In the bottom left corner in the box "Samples to include" change it to 1500.
5) Click on "Trace" button in the bottom left corner.
Check if you get any packet loss or unusually high ping times at any node along the way. If you need any assistance with analyzing the results, then save the file as a sample set. File a petition and attach the file to the petition.
You can use the petition system on the web site to create a petition and attach the file.
You will find a link named My Petitions under the Eve Support column on the left.
Navigator
Senior Community Representative
CCP Hf, EVE Online
Email / Netfang
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