[2020] Tranquility Connectivity Issues Megathread

Dear Pilots,

Let me shed more light on the issues we have been experiencing for the last several days.

The DDoS attacks that started over a week ago have been on-going and the majority of the problems you all have been dealing with are a direct result of this. Our teams and partners have constantly been working on minimizing the interruption to our services, however, the experience for many pilots have still been suboptimal. Please accept our sincere apologies for the inconvenience it has caused you.

We understand that the inability to properly play EVE Online has been the source of frustration and it is our highest priority to do everything within our power to restore and maintain a high level of service that you expect from us.

We have been continuously monitoring all communication channels to gauge the impact on the players. Thanks to everyone who took the time to report in. I want to do a better job at clearly communicating the status of the problems that are affecting different players using three status stages:
ON-GOING > MONITORING > RESOLVED.

The updates will be provided as they are available in this thread and @EVE_Status account. Thank you for your understanding.

Issue: In-game Chat Not Working Properly
Status: ON-GOING
Comment: We made changes that should help restore the chat functionality. Please report any odd in-game channel behavior in this thread.

Issue: Unable to Connect
Status: ON-GOING
Comment: We are aware that a subset of players is still unable to connect to the game properly and are working on improving the situation for those affected.

Issue: Lag and Disconnect
Status: ON-GOING
Comment: We are aware that some players are experiencing a higher rate of disconnects and latency problems. This is under investigation.

UPDATES:

03/02/2020 @ 16:34 UTC

• Chat issues changed from MONITORING to ON-GOING as players are reporting problems with the service being unreliable.
• The investigation to improve the overall situation has been on-going and will continue while teams are working on finding solutions to the service stability problems.

04/02/2020 @ 12:55 UTC

• Chat issues are still prevalent. We are working with our partners on implementing different solutions that are aimed at improving the situation across the board.
• Login issues and abrupt loss of connection continues to be a problem. We are closely working with our mitigation partner to minimize the impact the current situation has on the players. Your reports have been very helpful, please keep reporting your issues to us via forums. Twitter, and other social media - we are monitoring every possible communication channel there is.

05/02/2020 @ 14:47 UTC

• Improvements were made that should have a positive effect on the stability of our services. However, the issues are not resolved and we are under a constant threat.
• Teams continue investigating various problems to improve on or find alternative solutions that can help elevate the issues in the meantime.
• Your reports on problems outside of the standard connectivity issues are being closely monitor, and we have active internal discussion on various topics with relevant teams.

06/02/2020 @ 15:15 UTC

• The situation is improving and we see less unsuccessful logins overall in the last 24 hours.
• Chat also looks to be in better shape, but some problems are still being reported.
• The team continues the investigation while keeping a close eye on the health of our live services.
• We were also speaking with our industry friends when looking at different options that players can consider, and would like to suggest trying GeForce Now service as a way to play EVE Online. Nvidia is currently running an offer on their premium service offering a free three-month trial which could help access EVE Online while we work on the connectivity problems on our end.

07/02/2020 @ 15:32 UTC

• Issues with the connectivity continue to affect some players, and while we see a positive trend the matter still causes a problem for some players.
• Reports about display issues and lost connection to the in-game chat channels are being investigated.
• All items remain to be on top of our priority list and teams continue working on improvements around the clock.

Here is a quick status update:

• Chat issues changed from MONITORING to ON-GOING as players are reporting problems with the service being unreliable.
• The investigation to improve the overall situation has been on-going and will continue while teams are working on finding solutions to the service stability problems.

Greetings,

Reporting in with a status update:

• Chat issues are still prevalent. We are working with our partners on implementing different solutions that are aimed at improving the situation across the board.
• Login issues and abrupt loss of connection continues to be a problem. We are closely working with our mitigation partner to minimize the impact the current situation has on the players. Your reports have been very helpful, please keep reporting your issues to us via forums. Twitter, and other social media - we are monitoring every possible communication channel there is.

Good day, brave Pilots,

I have another status update:

• Improvements were made that should have a positive effect on the stability of our services. However, the issues are not resolved and we are under a constant threat.
• Teams continue investigating various problems to improve on or find alternative solutions that can help elevate the issues in the meantime.
• Your reports on problems outside of the standard connectivity issues are being closely monitor, and we have active internal discussion on various topics with relevant teams.

Thank you for your patience and understanding.

Hello,

Please find the new status update below:

• The situation is improving and we see less unsuccessful logins overall in the last 24 hours.
• Chat also looks to be in better shape, but some problems are still being reported.
• The team continues the investigation while keeping a close eye on the health of our live services.
• We were also speaking with our industry friends when looking at different options that players can consider, and would like to suggest trying GeForce Now service as a way to play EVE Online. Nvidia is currently running an offer on their premium service offering a free three-month trial which could help access EVE Online while we work on the connectivity problems on our end.

Thank you very much for your patience. Please continue letting us know about any issues you are experiencing with EVE Online.

o7

Good day,

Today’s status report:

• Issues with the connectivity continue to affect some players, and while we see a positive trend the matter still causes a problem for some players.
• Reports about display issues and lost connection to the in-game chat channels are being investigated.
• All items remain to be on top of our priority list and teams continue working on improvements around the clock.

Interesting. And how does a packer filter deal with a DDOS which uses more bandwidth than you have provisioned?

How does it deal with, say, traffic happening on the ports you actually need to work?

Oh, wait, your post is utterly pointless.

Hello,

I understand that you would like to know more details on the steps taken to improve the situation in the last days, but we are keeping our messaging intentionally vague to avoid giving out information that can be used by the entity behind the DDoS. Thank you for your understanding. Now, a weekend report:

• Login issues persisted over the weekend for some players. The launcher message expired but has been brought back to inform pilots about potential issues. The work with our mitigation partner continues to limit the impact of any DDoS attempts on our services.
• The in-game chat continues not to be working properly for some players.

Good day,

• Chat issues have been updated from ON-GOING to MONITORING. The main connectivity problems appear to be resolved and chat should function properly. Let us know if you are still having issues with the chat right now.
• The situation with players being completely unable to access the game seems to be better overall. We are paying close attention to any reports and internal metrics that could indicate otherwise.
• Connectivity and chat issues can still manifest when our services come under a DDoS. Improvements are the subject of ongoing discussions between our team and mitigation partners.
• While our primary focus is on ensuring that our services are operational we have been having conversations about the compensation for affected players. We are formulating a plan and will share more on that at a later time.

Thank you.

Poor wording on my part. The compensation will be handled with everyone in mind.

Good day,

• The situation for the past 24 hours has been good. The services are stable and players can connect and play EVE Online without major interruptions. If you are still unable to access EVE, please hit me up so we can try and assist you directly.
• Taking into consideration the current impact, I am updating the status of the connectivity issues to MONITORING. We continue to pay close attention to the traffic and are ready to respond to any incoming attacks instantly.

Thank you for your patience and understanding.