9002 Disconnects

[NicoKirito]

Hello,

For the past year or so I have been experiencing 9002 disconnects and it is getting rather annoying. I have done some research and the only viable solution that I have found was users using a VPN or paying for a service to bypass networks. This is the only game I play that ever times out on me.

This is what I have done.

Forward ports:
TCP 80-80
TCP 8080-8080
TCP 443-443
TCP 55296-55551

I pinged the Primal data center running ping -t 204.2.229.10
and I ran ping -t yahoo.com and ping -t my default gateway

I wanted to see what was the issue and wanted to see what would go to time out when i received the 9002 disconnect message. This is 100000% server side not client side. I say that because When I was playing and running those pings The only ping test that gave me a request time out was the primal data center during the 9002 disconnect. What are you going to do to resolve this issue?

In my screenshot you will see the the ping test to the primal data center (204.2.229.10) and you will see the time out occur and than to the right is the Yahoo ping test and at the bottom is my default gateway.

http://i1059.photobucket.com/albums/...ing%20test.jpg

Tracrt Results:

C:\Users\User>tracert 204.2.229.10

Tracing route to 204.2.229.10 over a maximum of 30 hops

1 1 ms 1 ms 1 ms Default Gateway
2 10 ms 9 ms 4 ms cpe-70-125-128-1.satx.res.rr.com [70.125.128.1]
3 26 ms 31 ms 21 ms tge0-0-0.snaxtx3901h.texas.rr.com [24.28.133.249]
4 8 ms 8 ms 14 ms agg11.lvoktxad01r.texas.rr.com [24.175.33.32]
5 14 ms 5 ms 13 ms agg21.snavtxuu02r.texas.rr.com [24.175.32.144]
6 24 ms 23 ms 23 ms agg23.hstqtxl301r.texas.rr.com [24.175.32.156]
7 22 ms 24 ms 22 ms ae-1-0.p0.atl90.tbone.rr.com [66.109.1.218]
8 21 ms 31 ms 29 ms bu-ether12.dllstx976iw-bcr00.tbone.rr.com [66.109.6.39]
9 21 ms 18 ms 20 ms 0.ae0.pr1.dfw10.tbone.rr.com [107.14.17.232]
10 19 ms 16 ms 20 ms ix-ae-23-0.tcore2.dt8-dallas.as6453.net [66.110.57.97]
11 23 ms 22 ms 23 ms ae-4.a01.dllstx09.us.bb.gin.ntt.net [129.250.9.193]
12 64 ms 59 ms 60 ms ae-3.r11.dllstx09.us.bb.gin.ntt.net [129.250.3.31]
13 23 ms 21 ms 22 ms ae-1.r23.dllstx09.us.bb.gin.ntt.net [129.250.5.25]
14 56 ms 54 ms 63 ms ae-8.r23.snjsca04.us.bb.gin.ntt.net [129.250.4.154]
15 62 ms 64 ms 69 ms ae-45.r01.snjsca04.us.bb.gin.ntt.net [129.250.3.175]
16 62 ms 65 ms 62 ms ae-4.r00.scrmca02.us.bb.gin.ntt.net [129.250.7.57]
17 62 ms 64 ms 60 ms xe-0-1-0-1-1.r00.scrmca02.us.ce.gin.ntt.net [129.250.195.46]
18 67 ms 59 ms 62 ms 204.2.229.234
19 63 ms 64 ms 60 ms 204.2.229.10

[Einmimiria]

Good afternoon and thank you for posting on the Final Fantasy XIV Technical Support Forums.

Based on the information you've provided, I can't say that it's a server side issue. However, that doesn't necessarily mean it's a client side issue either. You are likely running into a problem along the route to the server (the yahoo ping is most likely taking a different route that doesn't run into the same issues). Think of it like you are taking two different freeways, one having heavy traffic, the other not. There is nothing wrong with your car or the destination, but one will have a much easier time. Your ping tells you that you don't receive anything back, but it doesn't tell where it's having trouble.

There are a few things that I'd like you to check. You only mentioned that you did the port forwarding, so I'd like to make a few more suggestions (I apologize if you already tried these, but I wanted to make sure it's been attempted). These are unlikely to affect your other two pings (Yahoo and the default gateway) but might have an impact on Final Fantasy XIV:

The game will use the Internet Explorer web browser to connect to the internet. Open Internet Explorer, then open the "Tools" setting, 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, click “Advanced” and select ‘Accept’ under both First Party and Third Party 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"

Double-check that your anti-virus/firewall has the appropriate exceptions for Final Fantasy XIV.

I'd suggest using a wired connection with an Ethernet cable, as opposed to a wireless one if you are not already.

Additionally, the ports you listed are not the ones that need to be open for the game. Try opening the following ones:
▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040

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

[NicoKirito]

Good afternoon and thank you for posting on the Final Fantasy XIV Technical Support Forums.

Based on the information you've provided, I can't say that it's a server side issue. However, that doesn't necessarily mean it's a client side issue either. You are likely running into a problem along the route to the server (the yahoo ping is most likely taking a different route that doesn't run into the same issues). Think of it like you are taking two different freeways, one having heavy traffic, the other not. There is nothing wrong with your car or the destination, but one will have a much easier time. Your ping tells you that you don't receive anything back, but it doesn't tell where it's having trouble.

There are a few things that I'd like you to check. You only mentioned that you did the port forwarding, so I'd like to make a few more suggestions (I apologize if you already tried these, but I wanted to make sure it's been attempted). These are unlikely to affect your other two pings (Yahoo and the default gateway) but might have an impact on Final Fantasy XIV:

The game will use the Internet Explorer web browser to connect to the internet. Open Internet Explorer, then open the "Tools" setting, 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, click “Advanced” and select ‘Accept’ under both First Party and Third Party 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"

Double-check that your anti-virus/firewall has the appropriate exceptions for Final Fantasy XIV.

I'd suggest using a wired connection with an Ethernet cable, as opposed to a wireless one if you are not already.

Additionally, the ports you listed are not the ones that need to be open for the game. Try opening the following ones:
▼TCP
54992 through 54994,
55006 through 55007,
55021 through 55040

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

I am using windows 10 which doesn't have internet exploder. And google chrome is my default browser.

[Einmimiria]

Hello NicoKirito.

To clarify, I wasn't referring to your default browser. The game will use the Internet Explorer web browser to connect to the internet. It's still comes with Windows 10. In the Search Bar, just type Internet Explorer and you will find it.

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

[NicoKirito]

Hello NicoKirito.

To clarify, I wasn't referring to your default browser. The game will use the Internet Explorer web browser to connect to the internet. It's still comes with Windows 10. In the Search Bar, just type Internet Explorer and you will find it.

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

I have made the changes. What should do on my PS4 because I experiencing the same disconnects on there as well?

[NicoKirito]

I have made the changes. What should do on my PS4 because I experiencing the same disconnects on there as well?

I have made the changes and i still disconnected today. Can you prove to me that this isn't a server issue. I showed the time out that I had and my tracert.

[Zephanoa]

Oh look, more latency caused by NTT equipment talking to NTT equipment. Might be an NTT problem. /sarcasm

Seriously though your best bet is a VPN. This issue is going to be ignored and they will tell you to contact your ISP about it's route whenever NTT handles the route after it enters their territory.

[Einmimiria]

Thank you for the update NicoKirito.

Unfortunately, the game does not keep any kind of logs or records regarding disconnections. In your case, the client simply lost connection with the server. However, I don't think it has anything to do with your home network. It's more likely congestion or interference on your route to the server. Unfortunately, that interference is long enough to disconnect you, but not long enough to observe properly (your ping test reconnects relatively quickly). This makes it difficult to determine where exactly that interference is.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

[NicoKirito]

Thank you for the update NicoKirito.

Unfortunately, the game does not keep any kind of logs or records regarding disconnections. In your case, the client simply lost connection with the server. However, I don't think it has anything to do with your home network. It's more likely congestion or interference on your route to the server. Unfortunately, that interference is long enough to disconnect you, but not long enough to observe properly (your ping test reconnects relatively quickly). This makes it difficult to determine where exactly that interference is.

Thank you for visiting the Final Fantasy XIV Technical Support Forums.

I would like to do what I can to work with you so we can resolve this together. I also would like to suggest that log files be available for users to disable or enable to troubleshoot issues like this. I work well with troubleshooting and resolving software related issues. Please allow me to assist and use the knowledge that I have to help find a resolution. We can discuss this further via pm if you like. I am very serious about my proposal and look forward to your response.

[Einmimiria]

Thank you for your reply NicoKirito.

I appreciate your offer and I'll definitely forward your suggestion. Generally, if you are disconnected from the game, it occurs in one of 3 places, your home network, the server or somewhere in between. I know you have suggested the server, but I don't think that is the case here. We have many other players online and they do not seem to have this issue. If there is a server-wide issue, several players are booted from the game and many reports are made, usually on this forum or on various social media sites. This is then followed by an official post on the Lodestone. None of this has happened recently to the North American Data Center. If it happens in your home network, then following the troubleshooting steps I suggested earlier will usually fix it. Since you have tried all of those and still have the issue, i can't say that the issue is with your equipment. This leaves the route in between you and the server. Unfortunately, neither we nor you have control over this. If the problem lies there, we are limited in what we are able to do.

I understand this isn't the answer you'd like to hear, but based on the information you've provided and the current situation, this seems like the most likely scenario. I'd suggest contacting your ISP and making a report with them. See if they can give you any suggestions about improving your route to the server that I cannot provide.

I apologize that I can't be of more help with this. Thank you for visiting the Final Fantasy XIV Technical Support Forums.