Repeated "Connection to the Server was Lost" aka can't play the game...

[chickabo]

...for any significant amount of time before it freezes and the 90002 "Connection to the Server was Lost". It usually happens when I try to access anything such as the marketboard, doors, or people. It also started right after the Dec 25th patch/update.

I was wondering if anyone had the same issues et.al.

-=-=-=-=-=-=- System Information -=-=-=-=-=-=-

SYSTEM_OS	Windows 7 Professional 64-bit (6.1, Build 7601) Service Pack 1 (7601.win7sp1_gdr.151019-1254)
SYSTEM_CPU	Intel(R) Core(TM) i5-6600K CPU @ 3.50GHz (4 CPUs), ~3.5GHz
SYSTEM_CORE_NUM	SYSTEM_CORE_LOGIC 4  SYSTEM_CORE_PHYSICS 4
SYSTEM_BIOS	BIOS Date: 08/21/15 08:31:30 Ver: V1.30
SYSTEM_LANGUAGE	English (Regional Setting: English)
SYSTEM_MEMORY	16340.992MB
SYSTEM_VIRTUAL_MEMORY	2047.875MB
SYSTEM_PAGE_FILE	32680.191MB
SYSTEM_STORAGE	C:\    SYSTEM_HARDDISK_DRIVE    SYSTEM_TOTALDISC_SPACE 447.031GB    SYSTEM_FREEDISC_SPACE 361.238GB
SYSTEM_STORAGE	J:\    SYSTEM_HARDDISK_DRIVE    SYSTEM_TOTALDISC_SPACE 931.511GB    SYSTEM_FREEDISC_SPACE 833.296GB
SYSTEM_DIRECTX_VERSION	DirectX 11
SYSTEM_GRAPHICS	NVIDIA GeForce GTX 970
SYSTEM_GRAPHICS_DEVICE	\\.\DISPLAY1
SYSTEM_GRAPHICS_CHIP	GeForce GTX 970
SYSTEM_GRAPHICS_MAKER	NVIDIA
SYSTEM_GRAPHICS_VRAM	3072.000 MB
SYSTEM_GRAPHICS_SHARED_VRAM	1023.938 MB
SYSTEM_GRAPHICS_DAC	Integrated RAMDAC
SYSTEM_GRAPHICS_DISPLAY_MODE	1920 x 1080 (32 bit) (60Hz)
SYSTEM_GRAPHICS_DRIVER	nvd3dumx.dll,nvwgf2umx.dll,nvwgf2umx.dll,nvd3dum,nvwgf2um,nvwgf2um
SYSTEM_GRAPHICS_DRIVER_VERSION	10.18.0013.5906
SYSTEM_GRAPHICS_DRIVER_DATE	11/24/2015 3:10:29 PM
SYSTEM_GRAPHICS_DRIVER_LANGUAGE	English
3.0
SYSTEM_GRAPHICS_PIXEL_SHADER	3.0
SYSTEM_GRAPHICS_VERTEX_TEXTURE	SYSTEM_SUPPORT
SYSTEM_SOUND	Speakers (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID	{71DEB0A2-3DBB-4A3B-B63E-9483032D6AC1}
SYSTEM_SOUND_DEVICE_NAME	RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION	6.00.0001.7534
SYSTEM_SOUND_DRIVER_LANGUAGE	English
SYSTEM_SOUND_DRIVER_DATE	6/15/2015 4:58:08 AM
SYSTEM_SOUND	Realtek Digital Output (Realtek High Definition Audio)
SYSTEM_SOUND_DEVICE_ID	{F0621137-3F5A-4EFF-8928-30247684D4E9}
SYSTEM_SOUND_DEVICE_NAME	RTKVHD64.sys
SYSTEM_SOUND_DRIVER_VERSION	6.00.0001.7534
SYSTEM_SOUND_DRIVER_LANGUAGE	English
SYSTEM_SOUND_DRIVER_DATE	6/15/2015 4:58:08 AM
SYSTEM_INPUT	{6F1D2B60-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME	Mouse
SYSTEM_INPUT_REMARKS	SYSTEM_GAMEPAD_AXIS 3  SYSTEM_GAMEPAD_BUTTON 8  SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT	{6F1D2B61-D5A0-11CF-BFC7444553540000}
SYSTEM_INPUT_NAME	Keyboard
SYSTEM_INPUT_REMARKS	SYSTEM_GAMEPAD_AXIS 0  SYSTEM_GAMEPAD_BUTTON 128  SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT	{5F1A4070-9ACC-11E5-8001444553540000}
SYSTEM_INPUT_NAME	Gaming Mouse G600
SYSTEM_INPUT_REMARKS	SYSTEM_GAMEPAD_AXIS 0  SYSTEM_GAMEPAD_BUTTON 0  SYSTEM_GAMEPAD_FOV 0
SYSTEM_INPUT	{5F1A6780-9ACC-11E5-8002444553540000}
SYSTEM_INPUT_NAME	T1 Gaming Keyboard
SYSTEM_INPUT_REMARKS	SYSTEM_GAMEPAD_AXIS 0  SYSTEM_GAMEPAD_BUTTON 4096  SYSTEM_GAMEPAD_FOV 0


-=-=-=-=-=-=- Application Information -=-=-=-=-=-=-

FFXIVLauncher
Steam
FINAL FANTASY XIV, The Lodestone - Windows PC Play Guide: Configuration Settings - Mozilla Firefox
system information - Search Results in steamapps
FINAL FANTASY XIV - A Realm Reborn


-=-=-=-=-=-=- Install Information -=-=-=-=-=-=-

Adobe Flash Player 20 ActiveX
Adobe Flash Player 20 NPAPI
Open Broadcaster Software
Origin
Steam
FINAL FANTASY XIV: A Realm Reborn
Google Drive
Intel(R) USB 3.0 eXtensible Host Controller Driver
Java 8 Update 66
TP-LINK Wireless Configuration Utility
Java Auto Updater
Nahimic for MSI
Security Update for Microsoft .NET Framework 4.5.2 (KB2972107)
Security Update for Microsoft .NET Framework 4.5.2 (KB2972216)
Security Update for Microsoft .NET Framework 4.5.2 (KB2978128)
Security Update for Microsoft .NET Framework 4.5.2 (KB3023224)
Security Update for Microsoft .NET Framework 4.5.2 (KB3035490)
Security Update for Microsoft .NET Framework 4.5.2 (KB3037581)
Security Update for Microsoft .NET Framework 4.5.2 (KB3074230)
Security Update for Microsoft .NET Framework 4.5.2 (KB3074550)
Security Update for Microsoft .NET Framework 4.5.2 (KB3097996)
Security Update for Microsoft .NET Framework 4.5.2 (KB3098781)
Visual Studio 2012 x86 Redistributables
Intel(R) Chipset Device Software
Microsoft Visual C++ 2012 Redistributable (x64) - 11.0.61030
I.R.I.S. OCR
Asmedia USB Host Controller Driver
Microsoft Visual C++ 2010  x86 Redistributable - 10.0.40219
Realtek High Definition Audio Driver
Microsoft Visual C++ 2013 Redistributable (x86) - 12.0.30501
Microsoft Visual C++ 2013 x86 Additional Runtime - 12.0.21005
TP-LINK TL-WN881ND Driver


-=-=-=-=-=-=- Proccess Information -=-=-=-=-=-=-

C:\Program Files (x86)\AVG\Av\avgui.exe	000013D0
C:\Program Files (x86)\AVG\Framework\Common\avguix.exe	000013B4
C:\Program Files (x86)\Common Files\Java\Java Update\jusched.exe	00001390
C:\Program Files (x86)\Func\KB-460\KB-460_Core.exe	000013A4
C:\Program Files (x86)\HP\HP Software Update\hpwuschd2.exe	000013E8
C:\Program Files (x86)\Intel\Intel(R) USB 3.0 eXtensible Host Controller Driver\Application\iusb3mon.exe	00001338
C:\Program Files (x86)\Mozilla Firefox\firefox.exe	00000FC4
C:\Program Files (x86)\NVIDIA Corporation\Update Core\NvBackend.exe	00001148
C:\Program Files (x86)\Steam\Steam.exe	00001220
C:\Program Files (x86)\Steam\bin\steamwebhelper.exe	00000D18
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivlauncher.exe	00001460
C:\Program Files (x86)\Steam\steamapps\common\FINAL FANTASY XIV - A Realm Reborn\boot\ffxivsysinfo.exe	000015E8
C:\Program Files (x86)\TP-LINK\TP-LINK Wireless Configuration Utility\TWCU.exe	0000129C
C:\Windows\SysWOW64\ctfmon.exe	00001410

[Jakunen16]

I'm having the same error as well. It happens very frequently, every few minutes or so. Sometimes I'll have a 20-30 minute spurt of good luck where I can stay connected, but then its right back to being disconnected every 5-10 minutes again. The game is totally unplayable like this. I'm a new player and the first day that I played (prior to the most recent patch) I had zero problems. No DCs, no errors, nothing.

Now, post-patch, the disconnect error 9002s are relentless. A search for similar issues shows constant problems from lots of people, dating back several months. There were reports of this even back in 2013. All of these issues seem to pop up out of the blue, often post-patch. There don't seem to be any solutions out there right now other than to either learn to live with it, or stop playing the game.

NA Datacenter - Zalera Server
ISP/Location: Comcast - MN - USA

So... help?

[Raist]

Most likely your routing, especially for the Comcast user in Minnesota:
http://downdetector.com/status/comcast-xfinity
http://downdetector.com/status/comcast-xfinity/map/

Comcast users continually report issues with stability...and nearly everyone of them is getting routed through Level3. Level3's car2 lines through Montreal routinely show up in traces where people are having issues with services--not just FFXIV, but even non-game related services like Netflix and such. It is a known troubled corridor that Comcast refuses to address (Comcast is responsible for setting up and managing that peering agreement, not the content provider like SE).

If you are comfortable with doing so, run some traces to your lobby server and if you find signs oh high congestion like large intermittent spikes/packet loss, forward your findings to your ISP's Tier3 support team for review. Here are the DNS names for the original NA lobby servers (the last one is now in Europe):

neolobby02.ffxiv.com (Aether)
neolobby04.ffxiv.com (Primal)
neolobby06.ffxiv.com (Chaos)

Again... restating this because it is the key to getting these things addressed: Need to be in touch specifically with your ISP's Tier3 support (sometimes referred to as Engineering).

You may need to push for a supervisor if they play dumb or give you the run around. The lower tiers that work the helpdesk calls will typically not be able to address these issues---they only manage localized issues and not something occurring in another city/state/country along your route, which is more commonly where these problems reside. Typically, you fair better using online contacts than the phone because of the limitations set upon those helpdesk call centers. The pages I linked above has contact links to social media and such you can try. You can follow the Companies link up top to see a list of other services they track as well. AT&T, Verizon, TWC, PSN, XBL, Netflix...a ton of services are tracked there.

And yes... this IS something your ISP can and should address. They assign who you use for peering. They arrange for the amount of bandwidth provided upstream through those third party lines. They have the means to either increase that bandwidth if necessary---or make arrangements to use an alternate peer for getting to the specific ASN for the network you are trying reach. For example, Comcast peers with all 5 of the ISP's that Ormuco peers with (SE's ISP). They do NOT have to keep you locked onto Level3's network for peering between Minnesota and Canada if they can't/won't negotiate improvements to Level3's peering arrangement.

Here is a listing of the peers associated with Comcast's routing servers (found the list by looking up one of their Chicago routers):
http://bgp.he.net/AS7922#_peers

That lists 203 different ISP's they have agreements with for connecting to content on other people's networks. Ormuco (AS20324) uses 5: TiNet SPA, TATA, Level3, Verizon Business (UUNET), and Cogent. Those appear in that list at numbers 1, 2, 6, 13, and 27 respectively. Personally, TATA seems to be the best peer for me to use on TWC from here in the Carolinas with Cogent running second and LEvel3 being the absolute worst we have tried. And yes...Time Warner has been moving me around trying to avoid the congested corridors. NOT SE, but TIME WARNER has been working on keeping this stable for us. For nearly a year now since I pulled in their Tier3 team, I have not had to resort to a VPN to correct the routing problems...because my ISP's Tier3 team stepped up to the plate on my behalf.

[Raist]

6 14 ms 9 ms 9 ms 4.68.71.61
7 40 ms 39 ms 41 ms ae-10-10.car2.Montreal2.Level3.net [4.69.153.86]
8 39 ms 40 ms 41 ms ae-10-10.car2.Montreal2.Level3.net [4.69.153.86]
9 46 ms 40 ms 40 ms ORMUCO-COMM.car2.Montreal2.Level3.net [4.59.178.74]

That would be the section to keep an eye on. The exchange between Comcast and Level3 at hop 6, the CAR2 hops in Montreal, and then the exchange point between Level3 and Ormuco at hop 9. We frequently see bottle-necking and packet losses occurring in those sections of people's routes. Don't rule out Minnesota though. They have been having some localized issues there off and on as well. Pretty much everyone around the Great Lakes region is having some flakiness lately. Moreso Chicago, Milwaulkee, and poor Ohio as a state just can't get a leg up it seems.

[Lexia]

Anyone know the information to do a trace for the login server? the launcher never loads the login part and then times out.

[Raist]

patch-gamever.ffxiv.com
secure.square-enix.com
frontier.ffxiv.com

Different servers are hit for different things for the launcher/login process.

Should note that some routers just went AWOL on the east coast. They're shooting me down towards Atlanta now and stuck me on Level3. This will not go well for a few days.

Service went down completely when trying to post this. We were offline for nearly an hour. Came back up and still on Level3, and things are still spotty. glad I got ll my daily's done and I was just farting around tonight.

[Jakunen16]

I called my ISP's (Comcast) service and support number yesterday and explained the situation. Despite this and telling them they will likely need to transfer me to someone in their tier 3 / engineering support I had to sit through all the usual entry-level troubleshooting stuff. After being told it "doesn't look like there are any problems right now" they took down my phone number and said someone would call back in 30-60 minutes. That was yesterday afternoon and still no phone call - not that I expected one or thought it would help.

Having gone through the motions of dealing with unhelpful basic customer service, I looked all over for an email contact for support. If I'm going to be gathering traceroute data I'll have to send it somewhere, right? The only email address I could find was posted on some 3rd party website back in 2009. On a whim I tried it, but the automated response I got back was that they're no longer monitoring or using that address, and I got directed back to their 1-800 number I called to begin with.

There is a form on Comcast's website to fill in with some information and feedback, definitely not a good substitute for an email, but that was plan #3. Once again, the situation was explained in full. This is the reply I received from Comcast from "Calvin with the Office of Tom Karinshak":

"From your e-mail I understand that due to the peering failure with Level 3, services such as Final Fantasy Online are experiencing stability issues with the servers. I understand the frustration these connections issues have caused. Being an online gamer myself, I can definitely see the need for a reliable connection to these servers while playing the game. Unfortunately I am unable to make these types of changes and this matter needs to be addressed by Square-Enix. I would also like to apologize that Comcast does not have an e-mail support option. I agree with this feedback and will be sure to pass it along to try and make changes so that customers like you can have a better experience when trying to receive help. If you ever need additional assistance you can respond to this e-mail and an agent will be able to quickly assist you."

(Bolding for emphasis).

So, lesson learned: if you're having this particular connection issue and have Comcast as an ISP, good luck (and now might be a good time to vote with your wallet if you've been on the fence about switching ISPs). They're going to play finger-pointing games and claim helplessness.

I'm giving WTFast (a free GPN) a try to see if that helps at all. As with any online game I don't expect 100% perfection, 100% of the time, but I like my games to at least be playable. Six or more disconnects in the span of an hour is not playable in my book.

[Lexia]

Well I have tried restarting system, restarting router, doing the cmd commands like dnsflush, release, renew. I have pinged all the servers mention here and the all come back fine but the launcher will not load the login part like shown in this image.


Both PC and PS4 do this and only way can get on PC is to delete the ffxiv_boot file which then takes me to a different login screen where I can log in but there no way to do that on PS4 as I know of.

[geneva78]

I had the same issue as you, Lexia.
Can't see the login screen.
Even if manage to login, the connection is very laggy.

[RiyunNekor]

I miss the days of plug in and play!

Ive been having this connectivity issue for the last few days or so. It began just after the Christmas maint. Im really at a loss for what to do. Comcast blames SE, SE blames Comcast, all the while Im unable to play for more than 5 minutes at a time in peak hours. Im no tech, in fact this entire experience of troubleshooting has just shown how little I know. As I comb through the forums seeking for solutions, most people are talking way above my head. I know nothing about VPNs, DNS, server conditions, major pipeline routing, ect. I play on PS4 and im not sure how to get the correct IP to pathping the Jenova Server. I find it strange that this problem just started happening after the last maint cycle. My roommate has the same problem both here and when he travelled on Christmas.

I really enjoy this game. I just paid for my first subscription cycle despite this issue hoping that it would be corrected somehow. From everything Ive read, this is an ongoing issue since the inception of 2.0 with people on all sorts of ISPs, servers and data centers. Is there anyone who can help me that won't just talk over my head? I just want to enjoy this game without this issues.

Thank you kindly for your constructive responses.