connection errors

[Strider_xiii]

I am on optimum as well. I'll be at my parents home tonight to visit in North NJ. I can test there as well. And I'll try using my phone Hotspot as I bet that works.

[DDRDiesel]

Update from support

I spent a good 15-20 minutes working with support earlier. I was on the phone with a rep named Daniel and then in chat with a rep named Eddy. Both reps were receptive of what I had to say and I made sure to give them as much information as I possibly could. Daniel let me know that they've been receiving these calls in increasing volume since around 10 AM EST yesterday (Wednesday) morning. I directed him to this post and made sure to let him know that there is more than enough information here to start a proper investigation. I also provided him with the NTT node information such as geolocation and IP address.

It took a bit of doing, but I eventually was able to convince both reps that this was not an ISP issue with Optimum, since they don't have ownership of the node and there is no other internet-related problems, they just happen to have a very large market share in the area which is why most of the complaints have that in common.

I was informed that the information was forwarded to the relevant teams to investigate and hopefully we'll see an official acknowledgement of the issue within the next day by way of a Lodestone post or maybe even a resolution. Keep fingers crossed and please be sure to post any new information if it's available!

[Hav3nsblade]

Update from support

I spent a good 15-20 minutes working with support earlier. I was on the phone with a rep named Daniel and then in chat with a rep named Eddy. Both reps were receptive of what I had to say and I made sure to give them as much information as I possibly could. Daniel let me know that they've been receiving these calls in increasing volume since around 10 AM EST yesterday (Wednesday) morning. I directed him to this post and made sure to let him know that there is more than enough information here to start a proper investigation. I also provided him with the NTT node information such as geolocation and IP address.

It took a bit of doing, but I eventually was able to convince both reps that this was not an ISP issue with Optimum, since they don't have ownership of the node and there is no other internet-related problems, they just happen to have a very large market share in the area which is why most of the complaints have that in common.

I was informed that the information was forwarded to the relevant teams to investigate and hopefully we'll see an official acknowledgement of the issue within the next day by way of a Lodestone post or maybe even a resolution. Keep fingers crossed and please be sure to post any new information if it's available!

the real MVP

[Ostheim89]

Update from support

I spent a good 15-20 minutes working with support earlier. I was on the phone with a rep named Daniel and then in chat with a rep named Eddy. Both reps were receptive of what I had to say and I made sure to give them as much information as I possibly could. Daniel let me know that they've been receiving these calls in increasing volume since around 10 AM EST yesterday (Wednesday) morning. I directed him to this post and made sure to let him know that there is more than enough information here to start a proper investigation. I also provided him with the NTT node information such as geolocation and IP address.

It took a bit of doing, but I eventually was able to convince both reps that this was not an ISP issue with Optimum, since they don't have ownership of the node and there is no other internet-related problems, they just happen to have a very large market share in the area which is why most of the complaints have that in common.

I was informed that the information was forwarded to the relevant teams to investigate and hopefully we'll see an official acknowledgement of the issue within the next day by way of a Lodestone post or maybe even a resolution. Keep fingers crossed and please be sure to post any new information if it's available!

Very glad to hear it, and glad someone took the proactive step here. Doing us all a solid, here's hoping there's results soon.

[BettyHarlow]

I suggest as many of us contact support as possible! Thank you, thank you DDRDiesel, and many others for posting all of this information. It made reporting this easier for me!

[NaiaLalita]

I have several friends in-game who don't tend to visit the forums who are also having the log-in issues. Same exact format:
Connecting to NA servers fails most of the time and IF a connection is made, a failure usually occurs after selecting a character anyway.
Rarely, if lucky, you actually can complete the server connection as well as the character log-in load screen.

Once logged in, me and my friends have practically no issues with the game. It appears to be an issue exclusive to the log-in process and not regular game connection/communication.

I had to leave my character logged in overnight, and obviously had to leave my computer running, to avoid another 4+ hours of login attempts today.

I am supposed to have raid tonight, and that requires datacenter travel to join up with the rest of my group. I am genuinely dreading it, because there's nothing I can do except waste hours of my life trying to get lucky enough to hit "START" at the beginning of a fully random stint of stability on some haywire node along the connection path to the physical log-in servers.

In this case, it's not just MY time (and money, as this is a subscription game) at risk of being wasted. It's 7 other people, too.

[DDRDiesel]

I have several friends in-game who don't tend to visit the forums who are also having the log-in issues. Same exact format:
Connecting to NA servers fails most of the time and IF a connection is made, a failure usually occurs after selecting a character anyway.
Rarely, if lucky, you actually can complete the server connection as well as the character log-in load screen.

Once logged in, me and my friends have practically no issues with the game. It appears to be an issue exclusive to the log-in process and not regular game connection/communication.

I've been thinking about this as well. It seems just the login is funky, and not the stable connection to the server. That makes me think that the packets responsible for login (similar to SYN-ACK handshakes in networking) are being dropped by the node in question. Once I'm logged in, my connection is stable and I can even server-hop within the datacenter with no issue.

I had to leave my character logged in overnight, and obviously had to leave my computer running, to avoid another 4+ hours of login attempts today.

I am supposed to have raid tonight, and that requires datacenter travel to join up with the rest of my group. I am genuinely dreading it, because there's nothing I can do except waste hours of my life trying to get lucky enough to hit "START" at the beginning of a fully random stint of stability on some haywire node along the connection path to the physical log-in servers.

In this case, it's not just MY time (and money, as this is a subscription game) at risk of being wasted. It's 7 other people, too.

See if your static would be comfortable with transferring to our DC instead. As long as they're not based on the East Coast US then they shouldn't have an issue. I can almost guarantee that once you log out and get back to the character select screen to dc travel, you're going to have an issue

[BettyHarlow]

Hopefully, this gets solved soon! I've never had a reason to join in on the forums lol!

I am not feeling well and I'd love to log in and escape!

[LordCommissar]

Joined forums just to say that having issues as well. Took like 15 attempts to manage to even make it to the char select menu. Really hoping this is a temporary thing since I have raid again next week!

I have been feeling a bit burnt out from this game so maybe this is the cue to cancel my sub lol.

[BettyHarlow]

Here is the reply I got.

Alexa 15:33：Thank you for your patience, Emily. We are aware that there are several customers experiencing this issue, however this seems to be an issue with the ISP and their pathway connection to the NA Data Centers in a certain area. You can contact your IPS and inform the of this issue and have them look into it. You can also submit a bug report to the Final Fantasy XIV Bug Forum so we may further investigate this issue: https://sqex.to/vzc



I let Alexa know Other reps are telling us that our ISP doesn't have ownership of the node.

We have no other internet-related problems, and I called Optimum.