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EME can you please fix your servers?

JasonLucasJasonLucas
in TERA PC - General Discussion
0e2de4eb13b94008bf9fa2bb00d1beec.png
How to play when my ping goes from 150 to 7k? Servers keep disconnecting me all day.
No, isn't my ISP and this doesn't happens in any of my others games, is just something exclusive from Tera as the usual.

Comments

  • YoelOfLondorYoelOfLondor ✭
    Same http://imgur.com/QqwOaLW
  • counterpointcounterpoint mod
    edited November 2016
    As you can see from that traceroute, the problem is way before it gets anywhere near the TERA servers. It's along the route. (Looks like it starts going bad at Level 3 in Atlanta when it jumps from ~130ms to ~240 and starts dropping packets. From that point on, the problem carries through.)
  • counterpointcounterpoint mod
    Margarethe wrote: »
    counterpoint wrote: »
    As you can see from that traceroute, the problem is way before it gets anywhere near the TERA servers. It's along the route. (Looks like it starts going bad at Level 3 in Atlanta when it jumps from ~130ms to ~240 and starts dropping packets. From that point on, the problem carries through.)

    Nonetheless, the connection is being affected.
    It would be nice to at least have an official reply if they contacted the responsible 3rd party.
    Unless it doesn't matter, since elite subscriptions are already payed anyway. *chuckle*

    ...that makes no sense because an unhappy customer is just going to unsubscribe.

    In actual fact, EME is basically as powerless as anyone else is; they just contact their provider and complain just like we would contact our ISP and complain. Odds of success are about the same. But anyway, it'd probably be a good idea for them to make a statement anyway.
  • User2027User2027 ✭
    Same here... Can't stay in game for like 10 minutes... 3 days and still no reply from them so far... Reminds me Michael's song: "They don't care about us.".
  • JasonLucasJasonLucas ✭✭✭
    The problem seems to be with Zayo. This is weird because both GW2 and Wildstar NA servers are okay for me, I don't have this issue like in Tera.
    Would be nice if @Spacecats could say something about it, because it's happening for a lot of people in Brazil.
  • User2027User2027 ✭
    edited November 2016
    JasonLucas wrote: »
    The problem seems to be with Zayo. This is weird because both GW2 and Wildstar NA servers are okay for me, I don't have this issue like in Tera.
    Would be nice if @Spacecats could say something about it, because it's happening for a lot of people in Brazil.


    It is where I am from... I love Tera, I play this game since its changing to f2p. Never seen a problem like this for 3 days without a single reply from EME...
  • KallindaKallinda ✭✭
    Same here.
    Everybody knows this is only happening with Tera. It is a fact and it is know for months now.
    Every single game we play is ok, but Tera.
    In adition to that, I'm having the old and know inherent chain bug all over again, with gunner this time.

    I don't know why some people insist at being white knights for EME.
  • NeonieNeonie ✭✭
    edited November 2016
    counterpoint wrote: »

    In actual fact, EME is basically as powerless as anyone else is; they just contact their provider and complain just like we would contact our ISP and complain. Odds of success are about the same. But anyway, it'd probably be a good idea for them to make a statement anyway.

    They aren't powerless, though. If the provider for their servers is being terrible, their responsibility would be to switch to a, MUCH, MUCH, more reliable provider. Not stick with your terrible, lag spiking, not responding to your needs provider. It's also your responsibility as the publisher to fix issues like this as quickly as possible. So it doesn't actually affect your playerbase for too long. And by quickly, I mean, if they can't fix the problem in 2-3 days tops, you move your business elsewhere, because you have a game to run that needs working, active servers for people to play on.

    This is not someone's fan site, or secret home page on the deep end of the internet with ten visitors a month. It's an active MMO, with a player base that needs to be able to reliably access the servers to play the game. The servers are literally the backbone of their entire operation.
  • counterpointcounterpoint mod
    edited November 2016
    Neonie wrote: »
    counterpoint wrote: »

    In actual fact, EME is basically as powerless as anyone else is; they just contact their provider and complain just like we would contact our ISP and complain. Odds of success are about the same. But anyway, it'd probably be a good idea for them to make a statement anyway.

    They aren't powerless, though. If the provider for their servers is being terrible, their responsibility would be to switch to a, MUCH, MUCH, more reliable provider. Not stick with your terrible, lag spiking, not responding to your needs provider. It's also your responsibility as the publisher to fix issues like this as quickly as possible. So it doesn't actually affect your playerbase for too long. And by quickly, I mean, if they can't fix the problem in 2-3 days tops, you move your business elsewhere, because you have a game to run that needs working, active servers for people to play on.

    This is not someone's fan site, or secret home page on the deep end of the internet with ten visitors a month. It's an active MMO, with a player base that needs to be able to reliably access the servers to play the game. The servers are literally the backbone of their entire operation.

    It's not even a provider issue. Their provider isn't Zayo, it's just one the multi-homed providers into the colo facility, and whether you're on them or not depends on the route your ISP chooses to take. So let's say you switch to another provider in Chicago that doesn't have them as a multi-homed provider (despite them being one of the major players) and let's say they get pushed more onto Level 3 (another major player). You may have heard that in the last week Level 3 has had a major outage, and in this very thread the hop that is causing the problem is actually Level 3 (in Atlanta), not Zayo. So where are you going to go? Even if you switch to a different provider, there's no guarantee people won't get routed through Zayo or Level 3 if your ISP feels it's the best route on the way into Chicago. If it's not Zayo or Level 3, it'll be one of the other major providers who also have their share of problems. (Research the trouble Netflix had with peering for a long time; in some cases the only way they could solve it was to install servers inside each ISP proper. Suffice it to say that won't work for an MMO.)

    I realize that people just want EME to do "something, anything" to solve the problem, but from an IT point of view this is not just a problem that switching providers can magically solve. And I know it's amplified by the fact that the people affected by the problem here don't seem to be affected similarly in whatever other games they play, but the same sorts of problems do occur in other games too. (Another rather well-known subscription MMO had a major routing-caused outage that kicked a bunch of people off entirely for nearly a day, and the only answer was "contact your ISP.") The Internet is a complicated mess.

    This is not an attempt to absolve EME of the need to communicate their attempts to do whatever they can do to solve the problem. But, from an IT point of view, it is not as easy as people think. It's like saying "if the major highways are crowded, take the back roads" when you don't actually have any control over the vehicle, and don't even know if the back roads are clear either. And now the answer is "well, you should move" even though you'd still have to take fundamentally the same roads to get there. The roads are the problem, not the destination.
  • JasonLucasJasonLucas ✭✭✭
    counterpoint wrote: »
    Neonie wrote: »
    counterpoint wrote: »

    In actual fact, EME is basically as powerless as anyone else is; they just contact their provider and complain just like we would contact our ISP and complain. Odds of success are about the same. But anyway, it'd probably be a good idea for them to make a statement anyway.

    They aren't powerless, though. If the provider for their servers is being terrible, their responsibility would be to switch to a, MUCH, MUCH, more reliable provider. Not stick with your terrible, lag spiking, not responding to your needs provider. It's also your responsibility as the publisher to fix issues like this as quickly as possible. So it doesn't actually affect your playerbase for too long. And by quickly, I mean, if they can't fix the problem in 2-3 days tops, you move your business elsewhere, because you have a game to run that needs working, active servers for people to play on.

    This is not someone's fan site, or secret home page on the deep end of the internet with ten visitors a month. It's an active MMO, with a player base that needs to be able to reliably access the servers to play the game. The servers are literally the backbone of their entire operation.

    It's not even a provider issue. Their provider isn't Zayo, it's just one the multi-homed providers into the colo facility, and whether you're on them or not depends on the route your ISP chooses to take. So let's say you switch to another provider in Chicago that doesn't have them as a multi-homed provider (despite them being one of the major players) and let's say they get pushed more onto Level 3 (another major player). You may have heard that in the last week Level 3 has had a major outage, and in this very thread the hop that is causing the problem is actually Level 3 (in Atlanta), not Zayo. So where are you going to go? Even if you switch to a different provider, there's no guarantee people won't get routed through Zayo or Level 3 if your ISP feels it's the best route on the way into Chicago. If it's not Zayo or Level 3, it'll be one of the other major providers who also have their share of problems. (Research the trouble Netflix had with peering for a long time; in some cases the only way they could solve it was to install servers inside each ISP proper. Suffice it to say that won't work for an MMO.)

    I realize that people just want EME to do "something, anything" to solve the problem, but from an IT point of view this is not just a problem that switching providers can magically solve. And I know it's amplified by the fact that the people affected by the problem here don't seem to be affected similarly in whatever other games they play, but the same sorts of problems do occur in other games too. (Another rather well-known subscription MMO had a major routing-caused outage that kicked a bunch of people off entirely for nearly a day, and the only answer was "contact your ISP.") The Internet is a complicated mess.

    This is not an attempt to absolve EME of the need to communicate their attempts to do whatever they can do to solve the problem. But, from an IT point of view, it is not as easy as people think. It's like saying "if the major highways are crowded, take the back roads" when you don't actually have any control over the vehicle, and don't even know if the back roads are clear either. And now the answer is "well, you should move" even though you'd still have to take fundamentally the same roads to get there. The roads are the problem, not the destination.
    Why does Tera servers take a way with more routes than some servers in WA/Seattle and why it needs go through Zayo? This also isn't supposed to increase ping issues and even cause more desyncs, because more routes means more package loss? I don't really have much knowledge with servers, but this doesn't make any sense.
  • dreamcast87dreamcast87 ✭✭✭
    not sure if i did the traceroute correctly but here are the results i got

    Tracing route to a709.d.akamai.net [167.206.116.234]
    over a maximum of 30 hops:

    1 1 ms <1 ms <1 ms 10.0.0.1
    2 * * * Request timed out.
    3 8 ms 10 ms 9 ms 67.59.255.97
    4 10 ms 13 ms 15 ms ool-4353e19c.dyn.optonline.net [67.83.225.156]
    5 14 ms 9 ms 9 ms 64.15.8.229
    6 10 ms 9 ms 17 ms hicks116-234.optonline.net [167.206.116.234]

    Trace complete.
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