[2020] Region Specific Chat Issues

Hey guys! 

Through some investigation, we've found that many Tenno using the Internet Service Providers, Claro and Net, are experiencing issues with chat on PlayStation 4. 

Upon communication with the development and technical teams, we do not have any outages or wide spread issues with Warframe on PS4 at this time. This suggests that the issue may be region specific and with your Internet Service Providers. As a next step, we recommend contacting them for technical assistance as their tools allow to properly diagnose issues on their network. 

We apologize we can't offer more support for the situation, thank you Tenno.

Hey guys - wanted to check in since we continue to see your reports of ongoing issues with chat on PS4 (predominantly in SA regions) and wanted to offer some suggestions. Since we are unable to fully investigate/test this on our end (being located in North America with Canadian ISPs), these aren't surefire ways to resolve the chat problems you may be experiencing, but we thought we might as well extend the following possible troubleshooting steps in addition to my original post about contacting your ISP: 

• Ensure there are no firewalls blocking your connection. 
• Ensure that chat ports (6695 - 6699) are open - you can do so by looking into port forwarding in your router manual (these are usually available online!). If the router was provided by your ISP we suggest contacting them to help if you are unable to yourself with the former. 
• If none of the above works, please contact our support at support.warframe.com - The support team has been following the issue closely and may be able to assist you further. 

Additionally, we have a fix coming in the next PS4 update that may be the cause of issues for some of you: 

• Fixed outstanding issue on chat where you’d see loading spinner instead of "your access to chat has been suspended" when banned.

This by no means indicates that everyone currently having issues is chat banned, simply that it may be the case for some that will be clarified with the next update once that fix goes live. 

We know how important chat is to you, and know how frustrating it is to be unable to connect with others, especially given our current stay at home state. We're hoping that some of the above might help - let us know here if it does! I'll also be updating the thread here once that fix goes live. 

Thanks Tenno! Stay safe. 

On 2020-05-06 at 11:23 AM, [DE]Danielle said:

Hey guys - wanted to check in since we continue to see your reports of ongoing issues with chat on PS4 (predominantly in SA regions) and wanted to offer some suggestions. Since we are unable to fully investigate/test this on our end (being located in North America with Canadian ISPs), these aren't surefire ways to resolve the chat problems you may be experiencing, but we thought we might as well extend the following possible troubleshooting steps in addition to my original post about contacting your ISP: 

• Ensure there are no firewalls blocking your connection. 
• Ensure that chat ports (6695 - 6699) are open - you can do so by looking into port forwarding in your router manual (these are usually available online!). If the router was provided by your ISP we suggest contacting them to help if you are unable to yourself with the former. 
• If none of the above works, please contact our support at support.warframe.com - The support team has been following the issue closely and may be able to assist you further. 

Additionally, we have a fix coming in the next PS4 update that may be the cause of issues for some of you: 

• Fixed outstanding issue on chat where you’d see loading spinner instead of "your access to chat has been suspended" when banned.

This by no means indicates that everyone currently having issues is chat banned, simply that it may be the case for some that will be clarified with the next update once that fix goes live. 

We know how important chat is to you, and know how frustrating it is to be unable to connect with others, especially given our current stay at home state. We're hoping that some of the above might help - let us know here if it does! I'll also be updating the thread here once that fix goes live. 

Thanks Tenno! Stay safe. 

The fix for "outstanding issue on chat where you’d see loading spinner instead of "your access to chat has been suspended" when banned" is live now on PS4 with this morning's update: 

Hey Tenno,

We have made some changes to our back-end, and you should see some connection to chat now. You may need to restart your game client to pick up the change, and if you have continued issues, please let us know.

Thanks!

Have you tried restarting the game client?