Thank you all for the reports; we have indeed in particular heard about reports from customer of WOW! Internet.
If you are a customer of WOW! then I want to recommend that you send in a support request to WOW! and ask them in turn to contact Cloudflare support, who have been trying to reach them for the past few days.
Also kindly send us here at CCP a support request (please don’t post here as we need details on your network and location). Please include in your report:
Screenshots and other details of the errors are appreciated as well.
Please note that your public IP address is not of the form 192.168.1.10 or 10.1.1.20, rather visit a site like https://www.whatismyip.com/ or https://myip.is/ to find where you are connecting from.
We, as in CCP Games, are not blocking the connection. There is some interaction between WOW! and Cloudflare that is causing this. Cloudflare has seen this other customers of theirs in this area and are investigating but the resolution hinges on the network admins of WOW! and Cloudflare to get together to fix this.
If you VPN to France then you surface towards Cloudflare on a different network.
I’m quite confident that one the network admins of WOW! and Cloudflare get together then they will resolve this.
That is correct and that change exposed a bad interaction between WOW!'s network and Cloudflare’s network. Cloudflare, as our network partner, is following up on the issue.
This is a known issue, a fix is pending deployment. The ads will flow again soon.
This is absolutely and categorically incorrect. As I have stated multiple times in this forum thread then CCP did not block WOW! Internet and as I have also stated multiple times in this thread then our network partner, Cloudflare, is actively looking into the matter.
Findings last night indicate that the problem is on WOW! Internet’s end, we have a detailed report from Cloudflare on how neither CCP nor Cloudflare can fix this but a recommendation to WOW! Internet on who they can fix this and we are bringing those findings to WOW! Internet for their examination.
We now have an open support ticket with WOW! Internet on these issues.
I want to continue to urge customers of WOW! that you send in a support request to WOW! (and ask them in turn to contact Cloudflare support).
Glad to hear that; hope it stays that way.
When did you connect? We got our WOW! case number at 10:15 UTC / EVE Time, and hope that WOW! started looking into this right away, but I haven’t seen yet if there have been replies on the case.
As we continue to investigate the issues affecting WOW! Internet’s customers we want to see if we can do something from the software side. Can you run Loglite and do a few tests for us so we can record how this affects the client, please.
Please start the Launcher, start Loglite (see below), then log in and click play, wait until you are disconnected, try playing again, get disconnected again, save the log and send it to us?
To start the Loglite tool you can click on the ‘E’ in the top right corner of the launcher and then select the ‘Start LogLite’ option.
After you have performed the steps above please click File -> ‘Save as…’. If you already have an open support request then attach the file (.lsw) to it, but otherwise create a new support request and include the file.
More detailed information is available about the Loglite tool in https://support.eveonline.com/hc/en-us/articles/202078999-EVE-LogLite-Diagnostic-Tool-
Update:
Some WOW! Internet customers are reporting to us that the issue has been resolved for them. They appear to have in common to previously have been routed through Atlanta, GA and are probably now routed through a new peering connection between WOW! and Cloudflare in Ashburn, VA, which was set up yesterday morning.
Other WOW! customers have reported to us that the issue persists and have sent us detailed clients logs (per instructions above). They appear to have in common to be routed through Chicago, IL. The investigation continues.
WOW! and Cloudflare set up a new peering connection in Ashburn, VA, early on Tuesday morning (UTC). Cloudflare now has CCP’s support ticket on hold until they can peer with WOW! in Chicago, IL.
If you trace your route to TQ (using the command tracert 172.65.201.188) then you should be able to spot Chicago in there. It might look something like this, this is a confirmed failure route through Telia in Chicago:
chi720×88 3.64 KB
Please do me a favour, read Are you experiencing issues staying connected to EVE Online? and follow the instructions there.
In addition to the details there then we are in particular interested in knowing if these issue started on 8 May, or existed before 8 May (and got worse on 8 May). Please include this in your support request.
Also, have you looked at your connection with your ISP?
And your wireless connection if you are using a wireless network. I’m not kidding but Virgin Media users in the UK have had to upgrade from older 2.0a Virgin Media super hubs to newer 3.0 hubs to get games in general and EVE Online in particular to work.
Please include all this in your support request.
My dear Langbard Vafud, this is all completely incorrect as I have repeatedly stated in this thread.
End of day Friday update:
We here at CCP have tirelessly been keeping WOW! and Cloudflare updated on this issue all week and how it is impacting you, EVE Online players at WOW! Internet.
Current status is that we at CCP are in contact with multiple people at WOW! at all levels of the company, have an open support ticket with Cloudflares’ Enterprise Support, and we have been bridging communication between WOW! and Cloudflare. Both WOW! and Cloudflare confirmed this afternoon that they are now in direct contact, diagnosing and trying to resolve this issue, which is a network routing issue between WOW! and Cloudflare.
Please send both us and WOW! a support ticket with details.
EVE’s Customer Support confirmed today that the only pattern to these disconnect issues are customers of WOW! Internet. Some very few other players are also experiencing disconnects and we want to hear about your experience in a support ticket (see Are you experiencing issues staying connected to EVE Online? if you are not a WOW! customer) but those issues are more localised.
To WOW! customers then I want to mention that using a VPN will resolve your issue; it has been confirmed by multiple players. VPN-ing out of WOW!'s network to just about anywhere (towards London) means you avoid the network routes that are broken at the moment. See https://support.eveonline.com/hc/en-us/articles/203629415-VPN-and-Proxy-Use for details.
We here at CCP continue to work on this issue on your behalf.
Long-lived TCP connections against a real-time simulation on the one hand and short-lived HTTPS connections to a website on the other hand are two very different things.
EVE is very frugal on network bandwidth but doesn’t tolerate well packet loss, excessive latency or timeouts, since the universe simulation has moved on. Also see my comment above about issues Virgin Media users in the UK have had.
I never said it was your ISP, as I have repeatedly stated there is a verified network routing issue between WOW! and Cloudflare that both companies are deeply engaged in resolving. Everyone is committed to fix this.
No, we at CCP did not. It is very literally a change that WOW! and Cloudflare made on 13 May at 06:00 UTC. I’ve since heard that fix broke again.
@Sumlayen_Chanlin & @Kalindian_Aurgnet: Please update your support tickets with fresh traceroutes (or create new support tickets if the previous ones have already been closed).
And please namedrop me in the support ticket since I want to see the details.
Monday afternoon update:
We are still working with Cloudflare on this and you should be getting replies to your CCP support tickets shortly with a request from Cloudflare for more information.
We are also working with WOW! on this matter and they just said in an email to me:
If your customers haven’t already, could you have them call in to WOW to report their problems and include traceroutes to the affected sites?
That would be a traceroute to 172.65.201.188
Update:
When they call into the Call Center (866 496 9669), please have them reference PRB0043017 in relation to this issue.
Added above.
Excellent!
Glad to hear that, hope it stays that way!
That’s good to hear!
Thank you!
I will be very interested to hear if the router change will help. We have indeed seen this with Virgin Media users in the UK that some older routers need to be replaced.
Please update your support ticket with these details. I believe CCP’s Customer Support has seen something like this before and has some tricks up their sleave. At least, if you were being affected by remote network issues, that would be affecting all your characters.
Sorry to hear that; did you get an update today on the support ticket you sent us, with investigation details that Cloudflare requested?
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WOW! Internet customers who are still impacted; can you do an experiment for me and report back if this changes anything, please?
Be default then the EVE Client connects to Tranquility on port 26000 (this is known as the “Quake port”). But we also have backup port on 3724, which can be activated manually (this is known as the “WOW port” where the reference is World of Warcraft and not WOW! Internet…). We normally use this for customers where port 26000 is completely blocked outbound.
Please locate the prefs.ini file. You will normally find it in C:\Users\YOURPCUSERNAME\AppData\Local\CCP\EVE\c_eve_sharedcache_tq_tranquility\settings_Default\ or a similar location on your computer.
Start the Launcher, log in, and press the play button. Do you still get disconnected or is the stability better?
On Mac the prefs.ini file is probably under /Users/username/Library/Application Support/Eve Online/p_drive/Local Settings/Application Data/CCP/EVE somewhere.
Please go and read Are you experiencing issues staying connected to EVE Online?.
This thread is for customers of WOW! Internet in the US but the thread I linked is for other players.
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I’m very glad to hear that. To update you all on the current status then this is my latest reply to Cloudflare (and copied to WOW! Internet):
To update you on the latest status: A few players came back to us saying that starting from Wednesday the connection got much better. Then starting from Friday there are no disconnects for those players who replied to us.
We here at CCP made no changes on those days.
Can you tell us if Cloudflare made any changes on either of those days (20 and 22 May) or if Cloudflare and WOW! jointly made some changes, such as peering in ORD/Chicago?
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