unable to complete version check

[jnrtorres]

I'm from Brazil and my ISP is Vivo (Telefónica group). I'm not able to log in unless I use Mudfish. I'm getting the "unable to complete version check" error. Because my husband and I play together, and he plays on the PS4, we're unable to play the game. Even browsing through the forums is unreliable.

Some time ago, we had some issues with Telefónica's route that made it impossible for us in Latin America to play the game for some time. Is that happening again?

My tracert for 204.2.229.9 follows:

Rastreando a rota para 204.2.229.9 com no máximo 30 saltos

1 <1 ms <1 ms <1 ms 192.168.25.1
2 20 ms 20 ms 20 ms gvt-b-se03.rjo.gvt.net.br [179.184.126.64]
3 20 ms 20 ms 20 ms 177.205.8.29.static.adsl.gvt.net.br [177.205.8.29]
4 22 ms 22 ms 23 ms 152-255-138-253.user.vivozap.com.br [152.255.138.253]
5 21 ms 22 ms 22 ms 152-255-139-73.user.vivozap.com.br [152.255.139.73]
6 57 ms 57 ms 57 ms te-0-3-0-5-0-4-grtriotw3.net.telefonicaglobalsolutions.com [216.184.112.44]
7 124 ms 127 ms 126 ms 5.53.3.145
8 147 ms 147 ms 147 ms 176.52.251.77
9 226 ms 234 ms 226 ms 213.140.35.207
10 231 ms 231 ms 231 ms 5.53.3.18
11 239 ms 236 ms 237 ms ae1-0-ntt-grtamstc1.net.telefonicaglobalsolutions.com [213.140.53.97]
12 240 ms 239 ms 251 ms ae-8.r25.amstnl02.nl.bb.gin.ntt.net [129.250.3.229]
13 232 ms 237 ms 232 ms ae-5.r23.asbnva02.us.bb.gin.ntt.net [129.250.6.162]
14 * * * Esgotado o tempo limite do pedido.
15 290 ms 290 ms 289 ms ae-40.r02.snjsca04.us.bb.gin.ntt.net [129.250.3.121]
16 290 ms 290 ms 290 ms ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11]
17 291 ms 290 ms 290 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46]
18 * 290 ms 290 ms 204.2.229.234
19 * * * Esgotado o tempo limite do pedido.
20 * * * Esgotado o tempo limite do pedido.
21 * * * Esgotado o tempo limite do pedido.
22 * * * Esgotado o tempo limite do pedido.
23 * * * Esgotado o tempo limite do pedido.
24 * * * Esgotado o tempo limite do pedido.
25 * * * Esgotado o tempo limite do pedido.
26 * * * Esgotado o tempo limite do pedido.
27 * * * Esgotado o tempo limite do pedido.
28 * * * Esgotado o tempo limite do pedido.
29 * * * Esgotado o tempo limite do pedido.
30 * * * Esgotado o tempo limite do pedido.

Rastreamento concluído.

"Esgotado o tempo limite do pedido" means "Request timed out".

[Hayko]

same problem,but im on ps4 and i don't use vpn, and after 1h call with Telefonica,they said that the problem is the game server host (NTT)
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 192.168.2.1 - 0 | 38 | 38 | 0 | 0 | 1 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| 187-100-181-232.dsl.telesp.net.br - 0 | 38 | 38 | 29 | 30 | 37 | 30 |
| 187-100-194-134.dsl.telesp.net.br - 0 | 38 | 38 | 30 | 31 | 39 | 31 |
| 187-100-169-6.dsl.telesp.net.br - 0 | 38 | 38 | 36 | 37 | 39 | 37 |
| 84.16.6.102 - 0 | 38 | 38 | 37 | 38 | 43 | 43 |
| 94.142.98.159 - 0 | 38 | 38 | 155 | 160 | 165 | 160 |
|xe6-0-6-0-grtnycpt3.net.telefonicaglobalsolutions.com - 0 | 38 | 38 | 195 | 198 | 212 | 195 |
| 94.142.117.239 - 0 | 38 | 38 | 258 | 266 | 345 | 259 |
| 5.53.3.20 - 0 | 38 | 38 | 272 | 274 | 297 | 273 |
|ae1-0-ntt-grtamstc1.net.telefonicaglobalsolutions.com - 0 | 38 | 38 | 258 | 261 | 277 | 274 |
| ae-8.r25.amstnl02.nl.bb.gin.ntt.net - 0 | 38 | 38 | 271 | 273 | 288 | 272 |
| ae-5.r23.asbnva02.us.bb.gin.ntt.net - 0 | 38 | 38 | 277 | 278 | 288 | 278 |
| ae-10.r22.snjsca04.us.bb.gin.ntt.net - 3 | 37 | 36 | 0 | 324 | 341 | 341 |
| ae-19.r01.snjsca04.us.bb.gin.ntt.net - 0 | 38 | 38 | 327 | 328 | 334 | 328 |
| ae-4.r00.scrmca02.us.bb.gin.ntt.net - 0 | 38 | 38 | 327 | 328 | 332 | 329 |
|xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net - 0 | 38 | 38 | 328 | 328 | 333 | 328 |
| 204.2.229.234 - 17 | 31 | 26 | 0 | 323 | 326 | 325 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
| No response from host - 100 | 16 | 0 | 0 | 0 | 0 | 0 |
|________________________________________________|______|______|______|______|______|______|

[Ariellendera]

Hello jnrtorres, Thank you for posting on the Final Fantasy XIV Technical Support Forums

Can you elaborate on the kind of issue you are having?

Please provide:

- Platform (PC, PS4, Mac)

- Type of connection (wired or wireless)

- Other programs running while the game is playing (if any)

- Everything you have tried to resolve the issue

Hope to be off assistance!

[jnrtorres]

There are two people playing the game at the same house. One on PC (Windows 10) and the other one on the PS4.

Platform: PS4
Type of connection: wired; Vivo ISP, Brazil - Rio de Janeiro (Telefónica group)
Everything you have tried to resolve the issue: we've reset the modem, contacted local carrier to fix / update / check all possible error with their connection.
Issue: launcher doesn't load or takes a long time to do so. More often than not, we receive the message "unable to complete version check" or "connection timed out". We can barely get to the logon screen; only twice we got to the loading screen, but connection was terminated and the message "connection with the server was lost 10105".

Platform: PC
Type of connection: wired; Vivo ISP, Brazil - Rio de Janeiro (Telefónica group)
Everything you have tried to resolve the issue: we've reset the modem, contacted local carrier to fix / update / check all possible error with their connection, restarted the computer
Issue: launcher doesn't load or takes a long time to do so. More often than not, we receive the message "unable to complete version check" or "connection timed out"; on the PC, I can only log in if I use Mudfish.

We've been unable to play the game since Saturday. It's disheartening to pay for two subscriptions to have those issues so often - I still remember the last time almost the whole Latin America got shut out. I look forward to a solution.

Tracert for 204.2.229.9

Rastreando a rota para 204.2.229.9 com no máximo 30 saltos

1 <1 ms <1 ms <1 ms 192.168.25.1
2 20 ms 20 ms 19 ms gvt-b-se03.rjo.gvt.net.br [179.184.126.64]
3 20 ms 20 ms 20 ms 177.205.8.35.static.adsl.gvt.net.br [177.205.8.35]
4 22 ms 22 ms 22 ms 152-255-138-163.user.vivozap.com.br [152.255.138.163]
5 25 ms 22 ms 22 ms 152-255-139-73.user.vivozap.com.br [152.255.139.73]
6 57 ms 57 ms 57 ms te-0-1-0-4-0-4-grtriotw3.net.telefonicaglobalsolutions.com [216.184.112.32]
7 126 ms 126 ms 127 ms 5.53.3.145
8 159 ms 159 ms 158 ms 176.52.255.9
9 233 ms 233 ms 268 ms 213.140.35.211
10 233 ms 232 ms 237 ms 5.53.3.18
11 235 ms 236 ms 235 ms ae1-0-ntt-grtamstc1.net.telefonicaglobalsolutions.com [213.140.53.97]
12 239 ms 238 ms 243 ms ae-8.r25.amstnl02.nl.bb.gin.ntt.net [129.250.3.229]
13 245 ms 245 ms 245 ms ae-5.r23.asbnva02.us.bb.gin.ntt.net [129.250.6.162]
14 * * * Esgotado o tempo limite do pedido.
15 * * * Esgotado o tempo limite do pedido.
16 295 ms 295 ms 295 ms ae-3.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.11]
17 296 ms 295 ms 295 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46]
18 * * * Esgotado o tempo limite do pedido.
19 * * * Esgotado o tempo limite do pedido.
20 * * * Esgotado o tempo limite do pedido.
21 * * * Esgotado o tempo limite do pedido.
22 * * * Esgotado o tempo limite do pedido.
23 * * * Esgotado o tempo limite do pedido.
24 * * * Esgotado o tempo limite do pedido.
25 * * * Esgotado o tempo limite do pedido.
26 * * * Esgotado o tempo limite do pedido.
27 * * * Esgotado o tempo limite do pedido.
28 * * * Esgotado o tempo limite do pedido.
29 * * * Esgotado o tempo limite do pedido.
30 * * * Esgotado o tempo limite do pedido.

Rastreamento concluído.

"Esgotado o tempo limite do pedido" means "Request timed out".

[Elwing]

Hello!
I'm from Latin America, logged in at friday and just kept my PS4 in rest mode (and thus not logging out), so I played normally, but my sister tried to login in her PS4 at saturday and couldn't (still can't).
I remember the last time it happened (I think it lasted about 1 week).
I think is still a mistery if Telefonica is the problem or if FFXIV servers are somehow blocking us.
Last time I "worked around the problem" by routing my cellphone with another provider internet (Claro/America Movil), logged in, and after the start screen loaded I would reconnect to my Wifi (Telefonica). It does cost money to do this, but if you're desperate, it may work!
This is probably affecting all Latin America users that connect via Telefonica. Last time I couldn't use the site or the forum. This time is seems "better", cause at least these sites are still kinda opening. Hope they can find the problem soon!

[Manuu]

Having exactly the same problem. I can log in using another internet provider (Claro), routing my smartphone, but I still cant log in using my ISP Vivo

- Country: Brazil

- ISP: Vivo (Telefonica Group)

- Platform: PS4

- Type of connection: Wireless

- Other programs running while the game is playing: noone

- Everything you have tried to resolve the issue: I called the ISP, they tried everything like changing DNS servers primary and secondary, tried reseting modem, nothing worked.

1 6 ms 1 ms 1 ms DSL-2401HN-T1C-NV.DSL-2401HN-T1C-NV [192.168.15.1]
2 38 ms 21 ms 48 ms gvt-b-sr03.fla.gvt.net.br [179.184.126.57]
3 23 ms 32 ms 24 ms 201.22.64.5.dynamic.dialup.gvt.net.br [201.22.64.5]
4 34 ms 212 ms 179 ms 152-255-137-199.user.vivozap.com.br [152.255.137.199]
5 1494 ms 29 ms 50 ms grafortw2-5-3-0.net.telefonicaglobalsolutions.com [216.184.112.212]
6 87 ms 97 ms 103 ms 94.142.127.50
7 133 ms 148 ms 131 ms 94.142.118.187
8 353 ms 208 ms 297 ms 213.140.35.213
9 520 ms 725 ms 510 ms 5.53.3.18
10 366 ms 508 ms 509 ms ae1-0-ntt-grtamstc1.net.telefonicaglobalsolutions.com [213.140.53.97]
11 * 208 ms 339 ms ae-8.r25.amstnl02.nl.bb.gin.ntt.net [129.250.3.229]
12 331 ms 213 ms 295 ms ae-5.r23.asbnva02.us.bb.gin.ntt.net [129.250.6.162]
13 305 ms 514 ms 386 ms ae-10.r22.snjsca04.us.bb.gin.ntt.net [129.250.6.237]
14 516 ms 515 ms 602 ms ae-19.r01.snjsca04.us.bb.gin.ntt.net [129.250.3.27]
15 1031 ms 507 ms 504 ms ae-4.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.57]
16 285 ms 262 ms 470 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46]
17 * 264 ms 261 ms 204.2.229.234
18 290 ms 261 ms 261 ms 204.2.229.9
19 * * * Esgotado o tempo limite do pedido.
20 * * * Esgotado o tempo limite do pedido.
21 * * * Esgotado o tempo limite do pedido.
22 * * * Esgotado o tempo limite do pedido.
23 * * * Esgotado o tempo limite do pedido.
24 * * * Esgotado o tempo limite do pedido.
25 * * * Esgotado o tempo limite do pedido.
26 * * * Esgotado o tempo limite do pedido.
27 * * * Esgotado o tempo limite do pedido.
28 * * * Esgotado o tempo limite do pedido.
29 * * * Esgotado o tempo limite do pedido.
30 * * * Esgotado o tempo limite do pedido.

"Esgotado o tempo limite de pedido" means "Request timed out"

This started on saturday 14.

[Einmimiria]

Thank you for the information everyone.

based on the trace routes provided, it looks like all of you are getting very high ping before losing connection. If I'm not mistaken, it looks like you are being routed through Europe before coming back around to the US. This would explain the ping and connection, but I'm not sure why it would take that route.

I will list a few suggestions you can try with your computer or connection, but they won't solve any routing issues:

For PC:
Please make sure all background applications (including anti-virus programs such as Norton, Kaspersky, Windows Defender, etc.) have been disabled and/or closed to minimize game interference.

Ensure that the latest version of Internet Explorer is installed on your PC (even if you don't use Internet Explorer), please do not use Edge as that is a different internet platform. Once Internet Explorer is up-to-date, please open the IE browser, open the "Tools", go to "Internet Options" and adjust the following settings:
- 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, please move the slider to the lowest possible settings or to "Allow All 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"
- Go to the "Compatibility" tab, and change the compatibility mode to "Windows 7"
- 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"

For PS4:
The issue you are describing is most associated with interference with the game data. Most of the time, it results from certain security/privacy changes on PSN web browser. Please make sure that "Cookies" and "JavaScript" are ENABLED on the PSN Browser. This can be done by going to the web browser on the PS4, press the options button, then go to settings. The options for Cookies and Javascript will most likely be checked, uncheck them and then recheck them.

The fault may also lie with the "Date & Time" settings on your PlayStation 4. We would advise to please follow the provided steps to adjust your console's clock to assure it is accurate and up-to-date:
Close the FINAL FANTASY XIV game/application.
Go to [SETTINGS] on your PS4.
Select [Date and Time], and "Set via Internet". (Please do not manually set the date and time.)
Once, the date and time settings have been updated, please restart your PlayStation 4 console.
Once your console has fully restarted, please start the FINAL FANTASY XIV game/application.
Please make sure all other internet-enabled devices (including smartphones, laptop/desktop PCs, tablets, etc.) have been disabled and/or turned OFF to minimize game interference.

For both:
Check the following Port Ranges on your router/modem to ensure that the following Port Ranges have been opened/forwarded/triggered:
▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040

Your ISP may forward these ports for you.*

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

[jnrtorres]

Thank you for the information everyone.

based on the trace routes provided, it looks like all of you are getting very high ping before losing connection. If I'm not mistaken, it looks like you are being routed through Europe before coming back around to the US. This would explain the ping and connection, but I'm not sure why it would take that route.

I will list a few suggestions you can try with your computer or connection, but they won't solve any routing issues:

For PC:
Please make sure all background applications (including anti-virus programs such as Norton, Kaspersky, Windows Defender, etc.) have been disabled and/or closed to minimize game interference.

Ensure that the latest version of Internet Explorer is installed on your PC (even if you don't use Internet Explorer), please do not use Edge as that is a different internet platform. Once Internet Explorer is up-to-date, please open the IE browser, open the "Tools", go to "Internet Options" and adjust the following settings:
- 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, please move the slider to the lowest possible settings or to "Allow All 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"
- Go to the "Compatibility" tab, and change the compatibility mode to "Windows 7"
- 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"

For PS4:
The issue you are describing is most associated with interference with the game data. Most of the time, it results from certain security/privacy changes on PSN web browser. Please make sure that "Cookies" and "JavaScript" are ENABLED on the PSN Browser. This can be done by going to the web browser on the PS4, press the options button, then go to settings. The options for Cookies and Javascript will most likely be checked, uncheck them and then recheck them.

The fault may also lie with the "Date & Time" settings on your PlayStation 4. We would advise to please follow the provided steps to adjust your console's clock to assure it is accurate and up-to-date:
Close the FINAL FANTASY XIV game/application.
Go to [SETTINGS] on your PS4.
Select [Date and Time], and "Set via Internet". (Please do not manually set the date and time.)
Once, the date and time settings have been updated, please restart your PlayStation 4 console.
Once your console has fully restarted, please start the FINAL FANTASY XIV game/application.
Please make sure all other internet-enabled devices (including smartphones, laptop/desktop PCs, tablets, etc.) have been disabled and/or turned OFF to minimize game interference.

For both:
Check the following Port Ranges on your router/modem to ensure that the following Port Ranges have been opened/forwarded/triggered:
▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040

Your ISP may forward these ports for you.*

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

I REALLY doubt any of this is going to help. Very recently we had a similar issue and it took SE ages to solve it. You know pretty well it isn't on our end and it seems like you just want to buy time. Our ping skyrocketted when the servers were moved, and our connection takes that awful route ever since. It's extremely disappointing to be made a fool of.

[jnrtorres]

Thank you for the information everyone.

based on the trace routes provided, it looks like all of you are getting very high ping before losing connection. If I'm not mistaken, it looks like you are being routed through Europe before coming back around to the US. This would explain the ping and connection, but I'm not sure why it would take that route.

I will list a few suggestions you can try with your computer or connection, but they won't solve any routing issues:

For PC:
Please make sure all background applications (including anti-virus programs such as Norton, Kaspersky, Windows Defender, etc.) have been disabled and/or closed to minimize game interference.

Ensure that the latest version of Internet Explorer is installed on your PC (even if you don't use Internet Explorer), please do not use Edge as that is a different internet platform. Once Internet Explorer is up-to-date, please open the IE browser, open the "Tools", go to "Internet Options" and adjust the following settings:
- 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, please move the slider to the lowest possible settings or to "Allow All 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"
- Go to the "Compatibility" tab, and change the compatibility mode to "Windows 7"
- 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"

For PS4:
The issue you are describing is most associated with interference with the game data. Most of the time, it results from certain security/privacy changes on PSN web browser. Please make sure that "Cookies" and "JavaScript" are ENABLED on the PSN Browser. This can be done by going to the web browser on the PS4, press the options button, then go to settings. The options for Cookies and Javascript will most likely be checked, uncheck them and then recheck them.

The fault may also lie with the "Date & Time" settings on your PlayStation 4. We would advise to please follow the provided steps to adjust your console's clock to assure it is accurate and up-to-date:
Close the FINAL FANTASY XIV game/application.
Go to [SETTINGS] on your PS4.
Select [Date and Time], and "Set via Internet". (Please do not manually set the date and time.)
Once, the date and time settings have been updated, please restart your PlayStation 4 console.
Once your console has fully restarted, please start the FINAL FANTASY XIV game/application.
Please make sure all other internet-enabled devices (including smartphones, laptop/desktop PCs, tablets, etc.) have been disabled and/or turned OFF to minimize game interference.

For both:
Check the following Port Ranges on your router/modem to ensure that the following Port Ranges have been opened/forwarded/triggered:
▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040

Your ISP may forward these ports for you.*

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

All of the steps were followed and, as expected, we're still unable to play the game. It's been for days and no solution from SE. We pay for a subscription, you can't forget that.

[Dagnet]

I'm having the same issue, but I'm from Brazil playing on the European servers. Multiple attempts to open the launcher seems to make it work temporarily but it's very annoying. Also, I have been crashing very often but some days more than others (might be unrelated)