CCP_Explorer

As we continue to investigate the issues affecting WOW! Internet’s customers we w...

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.

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).

We now have an open support ticket with WOW! Internet on these issues.

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.

This is a known issue, a fix is pending deployment. The ads will flow again soon.

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.

I’m quite confident that one the network admins of WOW! and Cloudflare get together then they will resolve this.

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.

Important update: Players have reported that installing Windows update KB3004394 resolves this issue. This update from Microsoft addresses certificate issues.

Interesting to hear that upgrading from Windows 7 to Windows 10 resolves the issue; were the Windows 7 installations with all latest updates from Microsoft and the system default browser at the latest version?

BTW, this is only affecting very few customers and therefore only a small portion of Windows 7 users.

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:

• Your public IP address that you are connecting from
• Your Internet Service Provider
• Your geographical location (city, state, country as applicable)
• traceroute / tracert to tranquility.servers.eveonline.com
• traceroute / tracert to 172.65.201.188

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 ...

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.

Everyone who is experiencing this error, please rest assured that we and our partner, Cloudflare, are very actively investigating this error that some players are experiencing.

Please, if you are experiencing this error, send us a Support Request to EVE’s Customer Support.

Please don’t post the details we need here in a public place and don’t send a Bug Report; please make sure to send us a Support Request.

In that Support Request, please let us know where you are connecting from:

• Your public IP address that you are connecting from
• Your Internet Service Provider
• Your geographical location (city, state, country as applicable)
• A screenshot of the errors you are seeing
• Your operating system (name, version, type language – e.g. Windows 7 Home 64bit German)
• Your browser (Firefox, Chrome, Edge, Opera, …)
• The result of browsing to:
  *** ...

The 64 bit client is not the root cause in this incident.

Please contact Customer Support.

If you are still having issues after 03:40 UTC, then please contact Customer Support.

Indeed, we know why this is and were tracking the severity of this issue throughout the experiment.

Interesting, thanks for the report.

We were not intending to reboot unless the cluster became inoperable. This will have corrected itself at DT this morning.

I was looking at the relevant code yesterday, what is your source?