unable to complete version check

[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".