The constant disconnects

[TheCount]

Same. Not something I ever threaten with but the fact that it is unplayable for such a long time, as well as their frankly questionable choice to move the servers to such a horrible location to begin with, is really getting on my nerves. I've just about had enough.

[Horobi]

I can access my mog house again today. I cannot test it further as I need to go back to work now, but that's progress compared to yesterday!

[Sunete]

hopefully with all those threads when today the get back to office after July 4th they will AT LEAST give us a update on some kind of fix they plan to

[Leivan]

Just spoke to Square-Enix about this. Here's a copy of my chat log with the agent:

System 11:34：You are now connected to SEE Agent Tony.

SEE Agent Tony 11:34：Hi there, I am sorry to hear that you are having connection issues.

SEE Agent Tony 11:34：What server do you play on/

SEE Agent Tony 11:34：?

Customer 11:35：Hello. My character is on Excalibur (NA).

SEE Agent Tony 11:36：Are you playing on PC?

Customer 11:36：No, I'm on PS4. My ticket number is [REDACTED] - that describes the issue I'm having.

SEE Agent Tony 11:37：Okay, I will email you some troubleshooting steps to try in a moment. Once you have tried the steps please reply to my email to let us know if they helped.

SEE Agent Tony 11:38：Other than this issue, is there anything else I can help with?

Customer 11:38：No, you don't understand - this is not a problem at my end. This is happening with dozens of other people as well. Have you not seen the Technical Support forums?

SEE Agent Tony 11:39：I have seen them yes.

SEE Agent Tony 11:39：The issue has been reported

SEE Agent Tony 11:39：It may be related to a denial of service attack on North American data centres.

Customer 11:39：Can you ask someone at your end to respond, please? Everyone feels like they're being ignored.

SEE Agent Tony 11:39：I do not have direct contact with forum moderators.

SEE Agent Tony 11:39：We are the account and technical support team.

Customer 11:40：Alright, but what good do you expect any generic troubleshooting steps to have?

Customer 11:40：You are aware that the issue isn't at my end.

SEE Agent Tony 11:40：The steps I am going to send you help with a range of network issues.

SEE Agent Tony 11:41：If you do not want to try them that is okay.

SEE Agent Tony 11:41：Would you like me to send you the steps?

Customer 11:41：Sure, send them if you genuinely think they have any chance of helping.

SEE Agent Tony 11:42：Other than this connection issue, is there anything else I can help with in the mean time?

Customer 11:43：No, since I can't play the game. If these steps don't work, I'll be in touch again, whereupon I hope my issue will be treated as more than a generic connection problem.

SEE Agent Tony 11:44：I will be in touch as soon as I can, allow about 20 minutes for my email. Thank you for visiting the Square Enix Europe Support chat line. Take care and have a good day!

As you can see, they're aware of the issue, but have no resolution yet. They really have no idea what's causing it. It might be due to the DDoS attacks. My guess is that they're blanket banning / restricting connections from certain IP address ranges they suspect to be linked to the attack, which is having a knock-on effect on innocent users. I suppose it's only to be expected - a handful of us not being able to play, or a much larger mass of players experiencing lag and complaining? It's pretty obvious that we're acceptable collateral damage and don't matter.

I'll try the steps they suggest. I'll post them (and my results) here. But don't expect an official response to this issue until the Forums team wake up from their 4th of July hangovers.

[Sunete]

at least know that they are aware of is a kind of step ahead ^^;

[Seraium]

I would not except a solution anytime soon though.

[Leivan]

OK, here's the email they sent. As expected, nothing of use whatsoever.


Dear [REDACTED],

Thank you for contacting the Square Enix Support Centre.


Further to our conversation on the phone. Our engineers are working to resolve issues affecting North American servers, in the mean time the first thing to do would be to try connecting your console to your router directly using a wired cable if you are using wireless internet and then ensuring that the correct ports have been forwarded on your router. You can find out more about forwarding ports on the site http://portforward.com/english/appli...l_Fantasy_XIV/ you should be able to follow the instructions on that site to forward the correct ports FINAL FANTASY XIV: Online needs and you will not download any additional software from that site as it is not necessary.

If that does not help we would recommend making some adjustments to your network settings by following the instructions below :

-Start PlayStation 4
-Go to settings
-Go to network
-Select setup internet connection
-Select Use a LAN cable (or wi-fi if that?s what you are using)
-Select Custom (there?s several pages to go through here. For settings other than MTU and DNS servers, if there are specific settings your networkconnection has to use, feel free to set them up rather than using automatic settings)

-IP Address (set to automatic)
-DHCP host name (set to ?Do Not Specify?)
-DNS Settings (set to Manual)
-Primary: 8.8.8.8
-Secondary: 8.8.4.4
-MTU Settings (set to Manual)
-At default this would be 1500. Try setting it to 1470. You can experiment with this setting a little bit, but we would not recommend you go below 1400.
-Proxy (set to ?Do Not Use?)

-Now test the connection

We hope this helps to resolve your issue, and we apologize for any inconvenience caused. Please contact us again should you need further assistance.


Kind regards,

The Square Enix Support Centre team


Copy-paste response given away immediately by the first sentence: I didn't call them, I used the web chat service. Suggesting that I connect my PS4 to my router directly via ethernet (which it already is) and using Google's DNS servers (which I already am, on a router level no less). Fiddling around with the MTU settings, too. What a joke. Do they honestly expect anyone with a basic knowledge of this issue to expect anything listed here to do anything at all?

So, long story short: Square-Enix have no idea what the issue is or how to solve it, and their technicians have been instructed to give generic troubleshooting steps that have no hope of helping. They're hoping that we give up and just wait until the DDoS has died down, whereupon they can turn off the IP restrictions and the issue will have "fixed itself".

[TheCount]

Welp guess that's me letting my sub expire then.

[Fragile-Dream]

So back to square one then. With them having no idea whats going on but still trying with genetic "solutions"... at least they could make a post on the news about it. But nothing, all we get is silence.

[Moontide]

I hope they do come up with either a hasty fix or some form of compensation. I doubt non-NA people wanting to play with their NA friends aren't THAT insignificant of a group that they can be safely neglected. I undestand that yesterday was July 4th, but today they don't have the excuse to be silent about this anymore.