Regarding Reports on Recent Connection Problems with the NA Data Center

[Enkrateia]

Hello everyone,

Thank you for your continued patience with the ongoing connection issues many of you have been reporting with the NA Data Centers. We are currently in the process of gathering information and passing along those connection issue details so we can find a proper resolution to help alleviate these concerns. Unfortunately, it can take some time for this due to the many parties involved. We appreciate your understanding and patience as we work to investigate the issue. If anyone receives an email requesting connection information, please respond to it as soon as possible so we can use that information in our report. Going forward, we will post updates regarding the situation as they become available.

We have compiled a few of the threads into a sticky post so all of the relevant information can be in one place. If any of you are having an issue related to this thread, post them here instead of creating a new thread so we can find the information more easily. We will also move new threads about this issue to this thread to better collect the data.

If you are having connection or latency issues, please make sure to try the following before posting in this thread:
- Clearing the browsing history, cookies and cache in Internet Explorer (even if this is not your primary web browser). Do the same for the PS4 internet browser if on PlayStation 4.
- Resetting your router by turning it off and leaving it off for a few minutes, then turning it back on.
- Connecting your PC/Mac/PS4 directly into the modem with an Ethernet cable
- Making exceptions for or temporarily disabling your firewall and/or anti-virus software
- Opening the following TCP ports on your router/hybrid modem
54992 through 54994
55006 through 55007
55021 through 55040
*For instructions on how to set up port forwarding, please contact your router manufacturer or Internet Service Provider (if your router was supplied by them).

If you have done all of these steps and are still having problems, please provide some connection information to help us find a resolution. We are specifically looking for:
- The kinds of connection issues you are having (lag, disconnections, etc.)
- Any potential error codes
- Your Internet Service Provider
- Frequency
- If you have the ability to perform a trace route, please post the details in full.

To those having connection issues with the EU Data Center: We understand that connection issues may be bigger than the scope of this thread. If you are having connection problems with the EU Data Center, we request that you continue creating new threads to report those concerns. We will continue to monitor these reports as well so we can find the appropriate solution for the EU Data Center, and create a single thread, if needed, once we can find a more common cause.

We understand that this is a frustrating issue and we intend to do everything we can in order to help you have a better experience with Final Fantasy XIV.

Update:
This was posted later in the thread, but I also wanted to include it in the original post.

Thank you for patience and assistance while we worked with the upstream ISP in question to investigate the connection issues that have been reported throughout the thread. These reports, details, and traceroutes aided our infrastructure teams in conducting detailed investigations into the difficulties connecting to FINAL FANTASY XIV through certain upstream ISP servers. As a result of this investigation, it was found that the issues were not related to the FINAL FANTASY XIV servers. As such, we have also been sharing the collected data with the upstream ISP in question for further reviews and investigations.

We apologize that these difficulties have been ongoing, and that we don’t have an immediate resolution to share. Although we have no direct control of the situation, we’ll continue to work with the upstream ISP to investigate whether there are any specific troubles that they can isolate and work towards a solution. We’ll also share any additional updates should they become available.

If you wish to make detailed reports about your connection difficulties, we recommend contacting your local ISP directly to try to improve your connection with the upstream ISP.

Thank you again for your patience and assistance throughout this process.