Constant disconnects in peak times in South America

Hello,

Since last week i have been getting a lot of disconnects, thing that made difficult for me to raid and play. I consulted through a lot of places and other people seem to have the same problem, the thing in common is that all of us are from South America. Im from Peru and i talked with people from Brazil, Chile, Argentina and Ecuador and they too have the same constant disconnects.
I would like to know if this is already a know issue and if there is gonna be a solution coming, cause here the sub is kinda pricey.
Thanks

Same here from Chile. Being like this for like 2 weeks. Its impossible for raids.

Same. The game has been impossible to play in Peru for two weeks already. Checking in Reddit, it seems to be a South America issue, since Brazilian players apparently also have it.

My sub time is about to run out, and given the circumstances I don't know if I should renew it. Is Square Enix even aware of this?

I'm having the exact same issue. It seems to be a problem related to the routing, since VPN seems to be the fix. However, being a console player getting a VPN would mean getting a router enabled VPN, which is a hasle on it's own.

Quote:

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Originally Posted by MaxwellTrevelyan

I'm having the exact same issue. It seems to be a problem related to the routing, since VPN seems to be the fix. However, being a console player getting a VPN would mean getting a router enabled VPN, which is a hasle on it's own.

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Also makes no sense having to pay a VPN to be able to play, even less on a monthly subscribed game.
It would be nice to know if SE is doing something about it or even knows the issue.

Quote:

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Originally Posted by Clouse_Cleyra

Also makes no sense having to pay a VPN to be able to play, even less on a monthly subscribed game.
It would be nice to know if SE is doing something about it or even knows the issue.

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I agree. However, it has also been made clear over the years that we LATAM players are not even remotely part of Square's target audience (we don't even have spanish localization), so I fear that they probably won't care whether they keep or lose subscribers from South America.

+1 Just came back for OC but as someone from Chile im getting DCs a few times per session, I would appreciate if the issue was solved to some extent :s

Quote:

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Originally Posted by Clouse_Cleyra

Also makes no sense having to pay a VPN to be able to play, even less on a monthly subscribed game.
It would be nice to know if SE is doing something about it or even knows the issue.

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Donc worry we have the same problem in Europe, inFrance with the biggest ISP in the country.
For years now, lag spikes, desync, disconnect, and SE just keep saying they are investigating and do nothing.

https://imgur.com/AGISd76

ok, i used ping plotter and this was the result, does someone knows what can i do?

https://imgur.com/AGISd76

Quote:

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Originally Posted by lordsaladito

https://imgur.com/AGISd76

ok, i used ping plotter and this was the result, does someone knows what can i do?

https://imgur.com/AGISd76

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The hop between 213.140.36.86 and 213.140.36.83, which is TELEFONICA GLOBAL SOLUTIONS SL in Brazil is very suspect, as that is a pretty big ping change and packet loss for being the same network node.
That is a sign of a hardware defect or load imbalance issue on their end.

The next jump in ping and higher packet loss is the jump to and within ntt.net, which is the NA network that SE's server is attached too.

So, likely it's the Brazil network's hardware that are triggering the latency and packet loss, of which then is added upon making the jump from Brazil to the US.

These are things that neither SE nor you can fix directly, it's up to those in-the-middle ISPs and networks to fix on their end.

The reason why VPNs can sometimes fix issues like these are in that they may direct the network traffic via different in-the-middle ISPs that may have better hardware and load balance, so that bad or overloaded nodes are skipped, resulting in a better connection.

If you want to know more about your Ping Plotter numbers:

• The first two hops are your PC to the Router
• Hop 3 is the modem, with 4 and 5 being the connection from the modem to the local trunk nodes to your ISP
• Hop 6 is the ISP, WIN EMPRESAS S.A.C. in Peru
• Hop 7 is the jump from Peru to Brazil's TELEFONICA GLOBAL SOLUTIONS SL, with 8 and 9 one of their network nodes (these two IPs are on the same network switch device) and it is likely an exit node for hop 10
• Hop 10 is an exit node of Brazil's TELEFONICA GLOBAL SOLUTIONS SL to trans-cable from there to Miami Florida, USA
• Hop 12 ~ 15 are nnt.net hops from Miami to Los Angles California, USA
• Hop 16 ~ 18 are nnt.net Sacramento California nodes, that exit to Square Enix server which is hop 19

Quote:

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Originally Posted by Mireille_Bouquet

The hop between 213.140.36.86 and 213.140.36.83, which is TELEFONICA GLOBAL SOLUTIONS SL in Brazil is very suspect, as that is a pretty big ping change and packet loss for being the same network node.
That is a sign of a hardware defect or load imbalance issue on their end.

The next jump in ping and higher packet loss is the jump to and within ntt.net, which is the NA network that SE's server is attached too.

So, likely it's the Brazil network's hardware that are triggering the latency and packet loss, of which then is added upon making the jump from Brazil to the US.

These are things that neither SE nor you can fix directly, it's up to those in-the-middle ISPs and networks to fix on their end.

The reason why VPNs can sometimes fix issues like these are in that they may direct the network traffic via different in-the-middle ISPs that may have better hardware and load balance, so that bad or overloaded nodes are skipped, resulting in a better connection.

If you want to know more about your Ping Plotter numbers:

• The first two hops are your PC to the Router
• Hop 3 is the modem, with 4 and 5 being the connection from the modem to the local trunk nodes to your ISP
• Hop 6 is the ISP, WIN EMPRESAS S.A.C. in Peru
• Hop 7 is the jump from Peru to Brazil's TELEFONICA GLOBAL SOLUTIONS SL, with 8 and 9 one of their network nodes (these two IPs are on the same network switch device) and it is likely an exit node for hop 10
• Hop 10 is an exit node of Brazil's TELEFONICA GLOBAL SOLUTIONS SL to trans-cable from there to Miami Florida, USA
• Hop 12 ~ 15 are nnt.net hops from Miami to Los Angles California, USA
• Hop 16 ~ 18 are nnt.net Sacramento California nodes, that exit to Square Enix server which is hop 19

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And with that info do you know of any VPN node that might skip the problematic hop?

or at least there should be a way for SE to reroute us

Quote:

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Originally Posted by Mireille_Bouquet

The hop between 213.140.36.86 and 213.140.36.83, which is TELEFONICA GLOBAL SOLUTIONS SL in Brazil is very suspect, as that is a pretty big ping change and packet loss for being the same network node.
That is a sign of a hardware defect or load imbalance issue on their end.

The next jump in ping and higher packet loss is the jump to and within ntt.net, which is the NA network that SE's server is attached too.

So, likely it's the Brazil network's hardware that are triggering the latency and packet loss, of which then is added upon making the jump from Brazil to the US.

These are things that neither SE nor you can fix directly, it's up to those in-the-middle ISPs and networks to fix on their end.

The reason why VPNs can sometimes fix issues like these are in that they may direct the network traffic via different in-the-middle ISPs that may have better hardware and load balance, so that bad or overloaded nodes are skipped, resulting in a better connection.

If you want to know more about your Ping Plotter numbers:

• The first two hops are your PC to the Router
• Hop 3 is the modem, with 4 and 5 being the connection from the modem to the local trunk nodes to your ISP
• Hop 6 is the ISP, WIN EMPRESAS S.A.C. in Peru
• Hop 7 is the jump from Peru to Brazil's TELEFONICA GLOBAL SOLUTIONS SL, with 8 and 9 one of their network nodes (these two IPs are on the same network switch device) and it is likely an exit node for hop 10
• Hop 10 is an exit node of Brazil's TELEFONICA GLOBAL SOLUTIONS SL to trans-cable from there to Miami Florida, USA
• Hop 12 ~ 15 are nnt.net hops from Miami to Los Angles California, USA
• Hop 16 ~ 18 are nnt.net Sacramento California nodes, that exit to Square Enix server which is hop 19

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that just shows TELEFONICA GLOBAL SOLUTIONS SL doesnt usually respond to pings, it doesnt mean there is an issue, if you try a normal tracert you will see that/those nodes rarely answer back.

Good morning fellow adventurers and thank you all for posting in the Final Fantasy XIV Technical Support Forums.

Please try the following troubleshooting suggestions as it may help resolve the issue:

Open the control panel of the PC and go to ‘Network and Internet’. Once there select ‘Internet Options’
- Under the "General" tab, please delete ALL browser history.
- Under the "Security" tab, please move the slider to the lowest possible settings or no higher than "Medium"
- Under the "Privacy" tab, click “Advanced” and select ‘Accept’ under both First Party and Third Party Cookies.
- Under the "Advanced" tab, please make sure that "Allow software to run or install even if signature is invalid" is CHECKED.
- Make sure that all SSL and TLS (EXCEPT SSL 3.0) are CHECKED. [SSL 3.0 should be UNCHECKED]
- Hit "Apply" to save the settings, and then "OK, to close the Internet Options menu.
- Right-Click on the FFXIV launcher icon and select "Properties"
- Hit "Apply", then "OK" to save the changes.
- Please RESTART your PC now. Once your PC has been restarted, Right-Click the FFXIV launcher icon once more and select "Run as Administrator"
*Make sure your fire wall or antivirus program is not interfering with the game

Lastly, check to see if the following port ranges are opened on your router. You can contact your ISP and request they open them for you
▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040
Try disabling background applications and do a clean boot by opening the task manager and selecting the “Start up” tab. Disable everything and then restart the PC.
Lastly, we suggest to power cycle the console and router by shutting down the PlayStation 4/Router and leaving the power supply unplugged for 5-10 minutes.
 

- Flush DNS: Within the "Command Prompt" of the device, please type the command "ipconfig /flushdns".
- Reset TCP/IP: Also within the Command Prompt, type the command "netsh int ip reset" and then restart the computer.
- Delete the Patch Folder: Navigate to the folder using this path This PC > Docs > My Games> FFXIV ARR > Downloads > FFXIV patch (Use for either the version update error or cannot download patch files error)
Then either rename or remove the folder, the next time FINAL FANTASY XIV is launched, the client will repair the folder.
- Change local DNS: Please try changing the local DNS server to 8.8.8.8 and 8.8.4.4
- Delete local files with corrupted character data, please note this will not delete the associated characters.

We hope we can be of assistance in helping you enjoy the exciting world of Final Fantasy XIV!