about 4 years ago - CCP_Explorer - Direct link

It’s really tricky to pin-point this if there is not a general problem affecting all players. In the last 30 days there haven’t been much change in latency to the nearest Cloudflare POP

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(and even where there is an increase in the graphs, it’s still all less than 180 ms). So if this is a network issue it’s in your local network or at your ISP – we have seen both types happen. Please submit a support ticket to Customer Support and make sure to state your RL location, what ISP your are connecting through, what kind of network (wired vs wireless, ADSL vs fiber). Please send a traceroute from your local computer to tranquility.servers.eveonline.com and a SpeedTest to a nearby location with the ticket. Maybe Customer Support has been seeing requests that look similar and they also have some debugging.

about 4 years ago - CCP_Explorer - Direct link

Which entails that there is some probability that the issue is network related since TQ has better hardware than SiSi, they are running approx. the same code, but they are located in different parts of the world. Since you are affected and not all players then the network issue would be located near you, somewhere on the path from your house to the nearest Cloudflare colocation (from where it is routed to TQ). We have seen this before where suddenly the path from certain ISPs to Cloudflare goes bonkers.

Please submit a support ticket to Customer Support and make sure to state your RL location, what ISP your are connecting through, what kind of network (wired vs wireless, ADSL vs fiber). Please send a traceroute from your local computer to tranquility.servers.eveonline.com and a SpeedTest to a nearby location with the ticket. Customer Support may be able to spot a pattern and figure out what ISP might having problems.

about 4 years ago - CCP_Explorer - Direct link

Tickets to Customer Support, please. We will need your RL location, which I don’t expect you to post here (in fact I don’t want you to post that information here), and we need to be able to collect and correlate the tickets we get.

Again, tickets to Customer Support, please.

about 4 years ago - CCP_Explorer - Direct link

When you are gathering information for the tickets to Customer Support, please do me a favour and try a couple of things:

In case of disconnects or lag:

  • Reboot your internet connection – reboot your computer, your wi-fi, your router, your fiber box. What exactly you need to reboot depends on your setup; in my case the router and the origin wi-fi is the same unit but I have a wi-fi range extender in addition.
  • Update your computer – in particular make sure that your antivirus and firewall software is at the latest version and with latest definitions.

In case of lag, but not disconnects:

  • Turn off in-game audio – we are investigating one audio defect since 13 Oct in particular that may contribute to a perception of lag. It is being worked on with high priority.