LAST PART
Customer ClutchBot soe via CSS Web 03/06/2015 06:59 PM I've done everything as requested i will now go to Reddit as you guys cannot help me. Response Tongariki T. via Email 03/06/2015 08:43 AM Greetings ClutchBot,
Please, specify the results of each step tried as we cater our Support based on the results. Please, specify the results of each step tried as we cater our Support based on the results.
Did you test your network devices as previously requested?
Did you whitelist your security software?
Did you contact your ISP and switch profile ii.net to gaming to optimize your connection?
Below is your tracert and pathping for you to see. The Netinfo shows a high latency after hop 4 at 42 ms 42 ms 53 ms ae2.br1.syd7.on.ii.net [150.101.33.28]. According to our findings, this is a ii.net IP address. Also, your pathping (which determines your connection quality) spikes after hop 4 59ms 0/ 100 = 0% 0/ 100 = 0% ae2.br1.syd7.on.ii.net [150.101.33.28] which means you are not reaching our game servers at all (lp.soe.com [64.37.171.24]) With this in mind, we strongly suggest contacting your Internet provider, ask for a Level 2 Technician, show them the provided Netinfo and then ask them to assist you optimize your connection to our game servers at lp.soe.com [64.37.171.24]
There is always the possibility it may be the game, since it is still in early development it is hard to tell. As stated in our Early Access Letter from the Team, "We are being very transparent in our development. We would encourage you to visit the /r/h1z1 subreddit and interact with the wonderful community that’s formed there. Our developers will be interacting with players on that subeddit and you can expect that we’ll be taking the pulse of the community very closely." Please post threads of this nature on www.reddit.com/r/h1z1.
Tracing route to lp.soe.com [64.37.171.213] over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms home.gateway [192.168.8.1] 2 30 ms 29 ms 29 ms lo0.lns20.mel8.on.ii.net [150.101.32.54] 3 30 ms 34 ms 29 ms xe-1-1-4.cr1.mel4.on.ii.net [150.101.34.159] 4 42 ms 42 ms 53 ms ae2.br1.syd7.on.ii.net [150.101.33.28] 5 198 ms 196 ms 196 ms te-0-2-1-3.br1.sjc2.on.ii.net [150.101.33.251] 6 197 ms 207 ms 199 ms sl-st31-sj-.sprintlink.net [144.223.242.137] 7 198 ms 197 ms 197 ms sl-st50-sj-.sprintlink.net [144.232.0.164] 8 196 ms 198 ms 197 ms 144.232.19.34 9 202 ms 201 ms 244 ms ae-1-4.bar1.LasVegas1.Level3.net [4.69.133.109] 10 457 ms 685 ms 586 ms ae-1-4.bar1.LasVegas1.Level3.net [4.69.133.109] 11 541 ms 562 ms 442 ms SWITCH-COMM.bar1.LasVegas1.Level3.net [205.129.16.50] 12 204 ms 203 ms 204 ms 64.37.171.213
Trace complete.
Tracing route to lp.soe.com [64.37.171.213] over a maximum of 30 hops: 0 clutchbot-pc [192.168.8.14] 1 home.gateway [192.168.8.1] 2 lo0.lns20.mel8.on.ii.net [150.101.32.54] 3 xe-1-1-4.cr1.mel4.on.ii.net [150.101.34.159] 4 ae2.br1.syd7.on.ii.net [150.101.33.28] 5 te-0-2-1-3.br1.sjc2.on.ii.net [150.101.33.251] 6 sl-st31-sj-.sprintlink.net [144.223.242.137] 7 sl-st50-sj-.sprintlink.net [144.232.0.164] 8 144.232.19.34 9 ae-1-4.bar1.LasVegas1.Level3.net [4.69.133.109] 10 ae-1-4.bar1.LasVegas1.Level3.net [4.69.133.109] 11 SWITCH-COMM.bar1.LasVegas1.Level3.net [205.129.16.50] 12 64.37.171.213
Computing statistics for 300 seconds... Source to Here This Node/Link Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address 0 clutchbot-pc [192.168.8.14] 0/ 100 = 0% | 1 0ms 0/ 100 = 0% 0/ 100 = 0% home.gateway [192.168.8.1] 0/ 100 = 0% | 2 50ms 0/ 100 = 0% 0/ 100 = 0% lo0.lns20.mel8.on.ii.net [150.101.32.54] 0/ 100 = 0% | 3 54ms 0/ 100 = 0% 0/ 100 = 0% xe-1-1-4.cr1.mel4.on.ii.net [150.101.34.159] 0/ 100 = 0% | 4 59ms 0/ 100 = 0% 0/ 100 = 0% ae2.br1.syd7.on.ii.net [150.101.33.28] 0/ 100 = 0% | 5 219ms 0/ 100 = 0% 0/ 100 = 0% te-0-2-1-3.br1.sjc2.on.ii.net [150.101.33.251] 0/ 100 = 0% | 6 222ms 0/ 100 = 0% 0/ 100 = 0% sl-st31-sj-.sprintlink.net [144.223.242.137] 0/ 100 = 0% | 7 221ms 0/ 100 = 0% 0/ 100 = 0% sl-st50-sj-.sprintlink.net [144.232.0.164] 0/ 100 = 0% | 8 --- 100/ 100 =100% 100/ 100 =100% 144.232.19.34 0/ 100 = 0% | 9 --- 100/ 100 =100% 100/ 100 =100% ae-1-4.bar1.LasVegas1.Level3.net [4.69.133.109] 0/ 100 = 0% | 10 --- 100/ 100 =100% 100/ 100 =100% ae-1-4.bar1.LasVegas1.Level3.net [4.69.133.109] 0/ 100 = 0% | 11 232ms 0/ 100 = 0% 0/ 100 = 0% SWITCH-COMM.bar1.LasVegas1.Level3.net [205.129.16.50] 0/ 100 = 0% | 12 229ms 0/ 100 = 0% 0/ 100 = 0% 64.37.171.213
Trace complete.
Regards,
Let me know if you have any other questions! Your reference number for this contact is: 150221-000385.
TSR Tonga T. DayBreak Games Technical Support Customer ClutchBot soe via CSS Web 03/06/2015 01:36 AM No Luck :( Response TSR Phillip S. via Email 03/05/2015 02:16 PM Greetings ClutchBot,
The netinfo you provided states otherwise, there are huge latency spikes the moment the data leaves your home network and goes to your ISP, then they get worse the further down the line. We can also try some other troubleshooting, please follow the links below and update the files on your system, we have found that these links can alleviate the issue at hand but we are still doing our best to make sure everything is working correctly with the game. If you have any more questions or concerns, please let me know.
Your reference number for this contact is: 150221-000385.
Microsoft Visual C++ 2010 x64 - http://www.microsoft.com/en-us/download/details.aspx?displaylang=en&id=14632
Microsoft Visual C++ 2012 x64 - http://www.microsoft.com/en-us/download/details.aspx?id=30679
.NET Framework http://www.microsoft.com/en-us/download/details.aspx?id=30653
Please use these instructions to patch Direct X again:
Please make sure that you use these steps as they are written.
System File Checker http://support.microsoft.com/kb/929833
HDD Check http://windows.microsoft.com/en-us/windows-vista/check-your-hard-disk-for-errors
Your reference number for this contact is: 150221-000385.
Regards, CSR Phillip S. Customer ClutchBot soe via CSS Web 03/05/2015 02:04 PM Hey, There is no way it is my network, i have a Cisco switch managed by DHCP from the router which then goes to the ISP, Internode/iiNet, i have been streaming the game from another computer on the same network as me in the same environment meaning that its not a firewall or the ISP. As i have said the issue is that Steam is somehow forcing the program to boot up in a 32bit state and because your game cannot run in 32 bit it simply just shuts down and only shows as a process, when i get home i will fraps everything i do and show you exactly what happens i have been reluctant to do this as i have really shity up speed. Response Tongariki T. via Email 03/05/2015 01:50 PM Greetings ClutchBot,
There are several possible reasons for this issue:
Your router/modem is either blocking or corrupting packets (rare, but we have seen this). If you are good with networking, you can also check (or have a friend check) your network equipment for issues. After that, you may need to contact your ISP and ask if they have issues or rules that our game, LaunchPad and VoIP services. You can see the list of Vivox-supported games at http://www.vivox.com/customers/customer-list.html
Your ISP is blocking traffic (rare but there are some cases we have seen). We see traffic on our system and we monitor it for issues, and we are not seeing any large-scale problems.
There are firewall or Anti Virus systems blocking access to our servers and VoIP services (less rare, but still not common). You can check for Anti Virus alerts, or firewall alerts on your local machine by following these steps http://help.soe.com/app/answers/detail/a_id/7515)
The netinfo shows some high latency still, we see you have ii.net. Is your profile set to gaming?
Regards,
Let me know if you have any other questions! Your reference number for this contact is: 150221-000385.
Tonga T. Technical Support Representative DayBreak Games Customer ClutchBot soe via CSS Web 03/05/2015 01:08 PM Hey Yes the issue will continue to persist im located in Australia i will not see a ping below 150 Response Tongariki T. via Email 03/05/2015 07:00 AM Greetings ClutchBot,
We see that you are reaching our servers, but with some high latency. Can you let us know if issues still persist?
Regards,
Let me know if you have any other questions! Your reference number for this contact is: 150221-000385.
TSR Tonga T. DayBreak Games Account, Billing, and Technical Support Contact us here: http://help.soe.com/app/answers/detail/a_id/28939 Customer ClutchBot soe via CSS Web 03/04/2015 11:22 PM Done Response TSR Alex S. via Email 03/04/2015 08:02 AM Salutations ClutchBot,
I'm afraid the netinfo you provided appears to be incomplete. Please re-create the file and re-attach it here so we can further assist you. Please allow the file to fully complete before sending it as the tracert and the pathping are missing from the file your provided us.
By the way, we really do appreciate your patience. I know you've tried quite a bit already so we're trying to narrow this down.
Sincerely,
Alexander S Forum Support Specialist Technical Service Representative, Tier 2 Daybreak Game Company LLC