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Trying to re-produce this, I did a quick test by blocking the lobby IP, and then only the ports that are being used to see how the thing behaves.

It tries connecting to the lobby for about 11...

It is good to know that it at least shouldn't be anything account related. Now we just need to get the friend's machine to your place. :]

Mostly just speculating/thinking out-loud, so to speak. ...

Yer, it's odd. If it was account related, I'd expect it to error out before that point (after clicking Play on the PlayOnline Viewer), or when selecting a character to play (at least when it's about...

Hrm, I don't think I've seen that either before...

Seems a bit more specific than the ones I /have/ seen, but indeed, somewhat too general. I'd almost contact the support again with all this info...

There may be timeouts on the way, sometimes, but the important thing is that it eventually gets to the destination IP. If it never got there, then there'd very much be a problem.

So if they...

Yeah, testing with a VPN is a good idea certainly, when possible.

Those traces timing out indeed could mean that the problem is "on the way". Sadly not much can be done about that usually, but...

Hm, yeah, probably the lobby server. Usually for me it pauses slightly there (the loading bar half full) and then does other things after.

Looks like the Windows 'tracert' does 'icmp' by default,...

D'oh, I noticed you mentioned it already. Too early to read for me, clearly... sorry about that. ^^;

And right, there are connections being made there too. I only remember seeing an issue there...

Does this happen when logging on with PlayOnline, or when selecting a character and connecting to a server?

If it's the latter, does it happen with one or all characters (if it's possible to try...