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[21.04.2017] Let's fix your random DC problem

Тема в разделе "Team Blog", создана пользователем CM Fragola, 21 апр 2017.

  1. CM Fragola

    CM Fragola Innova Group

    Регистрация:
    05.12.16
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    Dear all,

    this week we have received a noticeable amount of complaints about "random" DCs - those DCs that happen to one or two people from the party.

    We inspected our network and haven't found any significant thing that could lead to this (no, I'm not talking about mass DC, when the whole server gets kicked out, those we fix on our side).

    Yesterday, on April 20, we've been working individually with several players, analyzing their disconnect reasons and network problems and haven't found any common issues. Some people had to delete Frost folder, some delete virus and other just restart their PCs. In my own case - my video driver went crazy so I had to reinstall it.

    But we've got an algorithm that allowed us to get faster to the reason of the problem.

    maintenance announcement.jpg

    So from now on we stop receiving your complaints here on the forum and in my PMs in Discord and let's do it in a more organized manner where we can keep track of everything.

    If you experience frequent random DCs (every 5/10/30 minutes),

    try to:
    1) delete the Frost folder and repair the game on the website with this little wrench:
    [​IMG] [​IMG]
    2) restart your PC

    if both doesn't help,

    1) please, open support service page: https://eu.4gamesupport.com/new-ticket (if you just see the search box, click "Ask a question" to get the form)
    2) chose:
    [​IMG]
    3) Subject: "I have random DCs"
    4) Antivirus: put your antivirus name or "none" is you don't have it
    5) Firewall: firewall name or "none" if you don't have it
    6) Description of your network: a couple of words on how you connect your PC to the Internet.
    7) Hosts file can be found here: C:\WINDOWS\system32\drivers\etc , right-click it, open with: notepad and copy-paste the contents
    8) Server name: what server you play on
    9) Message:

    Put your character nickname and attach the logs (better save them to different TXT files and attach below) the message

    Here's the important part, because in order to help you, we need to analyze your connection and we need several logs for that.

    We'll need:
    10) "Net diagnostics" log from this app http://www.check4game.com/lineage2.en.html
    11) Screenshot/copy of text from http://trace.inn.eu (don't forget to push the button before you copy it)
    12) logs from WINMTR (type address 185.47.156.228 press start, wait 10 minutes, stop and logs here) http://cdn.inn.ru/support/files/WinMTR.zip
    13) logs from MNM (NEVER SHARE THEM OUTSIDE SUPPORT SERVICE OR ADMINISTRATION):

    1. Please, download the program Microsoft Network Monitor (full version) https://www.microsoft.com/en-us/download/details.aspx?id=4865 2. Open it with a click on the right button of the mouse -> run as administrator 3. Press "yes" 4. When​
    2. Open it with a click on the right button of the mouse -> run as administrator​
    3. Press "yes" 4. When​
    4. When the program is opened, click on the button "new capture" on the top of the screen (left angle) 5. Click "start" on the top of the screen (in the middle)​
    6. Open the game and wait the till you are disconnected in the game​
    7. Press "stop" button (close to "start")​
    8. Press "Save as"​

    If the file is too big, you can use some cloud hosting like https://uploadfiles.io/

    Click "Submit" and wait until one of our agents takes care of you.
     
    Последнее редактирование: 21 апр 2017
    RimtasKentas и Tightskies нравится это.
  2. DonkeyBomb

    DonkeyBomb User

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    01.03.16
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    Most of times problem is on Innova side .
    Like now, we click play and nothing happn - All problems appear with the zaken patch on Russian server .
    Before over 1 year we didnt had so many problems like in last 3 weeks
     
    Последнее редактирование: 21 апр 2017
  3. BabyGod

    BabyGod User

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    02.09.16
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    i think it`s driven do, they promise problems to innova ^^
     
  4. EternalKnight

    EternalKnight User

    Регистрация:
    05.04.17
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    so what does it mean? fix means server down? realy annoying to do fixes in this time instead of doing it while most of the EU community is sleeping.
     
  5. CM Fragola

    CM Fragola Innova Group

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    Please don't go off-topic, I'm not talking about mass DC issues that we have - we don't make you test the network when nobody can connect. This is mostly about people who get disconnected when the whole server is online or when somebody gets disconnected every 5 minutes for no reason.
     
  6. spEdd

    spEdd User

    Регистрация:
    25.05.16
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    Suffering from DC problem, sent every single thing to support, still no response. Not playing for days now...

    Help 4game...
     
  7. spEdd

    spEdd User

    Регистрация:
    25.05.16
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    Yeah sorry not sorry i'm on 4 days without playing for this ******* 5 minute DCs that most people don't get anymore, submited everything that takes an hour to gather on a ticket and no responses, i'm losing subscription money and not playing and can't even get support.

    @Fragola Can you try to help me please? Regards.

    Help me...
     
    Последнее редактирование: 24 апр 2017 в 01:23
  8. spEdd

    spEdd User

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    25.05.16
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    0