Unable to connect....

Ravens-Sonata

ZOS_GinaBruno wrote: »

Hi guys, we are continuing to investigate the issue from last night. If you haven't done so already, try a hard reboot on your console. If this doesn't work, please reach out to Customer Support so they can troubleshoot with you. Thanks for your patience; we know this is frustrating.

Rebooted Router, Xbox, checked game disc for scratches etc, It Is NOT us Players!!!!!!!

I have submitted 2 tickets in 12 hrs regarding this issue It isnt XB1 or PS4 it is the whole NA server!

Somewhere on the server one or more of the services is not communicating properly with other services, especially map loads! Plz stop telling players to check things on their end when it is obvious most of us have followed the trouble shooting and Still WE are having this issue!!!!!!

LadyDestiny

Well it says they are investigating the issue since last night, so why would we contact customer support individually? Nothing has changed on my internet or my console, and I have checked everything. Playing all other games with no problem. Something is going on with their log in servers.

Flu Jerky

@ZOS_GinaBruno Done this already twice. No troubleshooting can be done on our end. There are numerous people with the same problems. I cannot stress this enough, not our internet, not our problem. This is across numerous ISP's. I can play other games (Witcher 3, COD, Battlefied) no problems.

There is no way to troubleshoot this with us. And please.... don't ask me to check if my XBox is plugged in and the power is on. I get enough of that from Dell.

-- Only approaching you as a gamer, programmer, software engineer... I understand when things are buggy, how to troubleshoot them and provide details of steps taken to reproduce the problem.

-- If I get on, and I fast travel/enter dungeons requiring the loading screen, I get booted.
-- Most of the time, I don't even get on.
-- Played most of the day yesterday without problems. Started to happen towards the evening hours EST. Ever since then, problems.

So I can play the game, but when I require loading of another area, I am booted. This is on ESO's server end.

I can talk to tech support, but they aren't going to tell me anything that I don't already know how to do. Recite a script and say you'll log it.

loveXtheXmayhem

I keep getting disconnected from server but my internet connection is great and no lag what's going on

LuminaLilly

ZOS_GinaBruno wrote: »

Hi guys, we are continuing to investigate the issue from last night. If you haven't done so already, try a hard reboot on your console. If this doesn't work, please reach out to Customer Support so they can troubleshoot with you. Thanks for your patience; we know this is frustrating.

A hard reser ensues a temporary fix.

Bwell9

ZOS_GinaBruno wrote: »

Hi guys, we are continuing to investigate the issue from last night. If you haven't done so already, try a hard reboot on your console. If this doesn't work, please reach out to Customer Support so they can troubleshoot with you. Thanks for your patience; we know this is frustrating.

Just hard rebooted and same exact issue. When I go to support all it does is give canned information. How do I submit a ticket without being logged into the game?

Ravens-Sonata

LadyDestiny wrote: »

Well it says they are investigating the issue since last night, so why would we contact customer support individually? Nothing has changed on my internet or my console, and I have checked everything. Playing all other games with no problem. Something is going on with their log in servers.

Customer Service isnt reponding to submitted ticket ... So now what is the excuse??????

NanookDE

IT IS NOT US! I know some other players in my guild are not having issues. I can't even get to the character select screen. When many, many players are having the same issue, the problem is obviously not client side.

Ravens-Sonata

Hmmmm -- You want US to do a hard reboot --- Most all of us have - However - Has ZOS done a Hard reboot of the SERVER????? Somewhere one or more server processes and services are not communicating or working properly!!!!!

Plz stop pushing this off on players when it isnt US

clfddmaj_ESO

Have the same issue since last night

dudenamedchris

Terrible service. You should never have made a MMO. Stick to single player games. MMOS are not your thing.

Bwell9

To be fair it is a Saturday... they probably only have a weekend crew in there for maintenance and the supervisor is most likely on the beach. LOL... before ya'll start I am being sarcastic. I hope ZOS is on it and I am sure they are. Everyone needs time off and when you start making the worlds problems your own you live a crappy life. That being said I do wish I could get on ESO when its the time of the week that I gave myself to play.

Flu Jerky

Their responses to our problems are just a way to calm us down.

In all actuality, they have no idea what is wrong. If they did, this would have been fixed a while ago. Even if they couldn't fix it immediately, a work around would have been provided so that we would NOT have to do anything (such as hard resetting our XBOX) outside the ordinary.

THIS IS NOT A CONSOLE ISSUE!!!
THIS IS NOT AN ISP ISSUE!!!

THIS IS AN ESO ISSUE!!!

ESO would be MUCH better off just admitting to us that they don't know what is causing it, they are looking into it, and that it is on their end, as another poster had said earlier. I would not be nearly as upset if they would just come out and say that. Me continually seeing that it is my internet connection is angering. Pushing the blame on me.

As a software engineer, and if my boss was receiving numerous complaints about my work from customers, I would have been fired five times over. You guys know it's on your end but it is angering people even more that you refuse to admit it.

Violynne

Last night, I noticed the game was starting to lag out in PvE areas. This is generally a sign the servers are being used to capacity. Nothing critical happened, so I pretty much kept from doing major quests in case issues escalated.

Today, I saw the same issue. This time, I just got booted and it says I can't login.

Just wanted to post this as an FYI.

Although irritating, I know issues like this pop up, so here's a "Thanks" for trying to resolve the problem.

Have a great day!

NewBlacksmurf

AlphaNicole wrote: »

Well, I cannot load Into COLDHARBOR with any character.

Here's something interesting I found In the general discussion, posted by @NDwarf

---

-reposted from General forums (maybe someone at support can contact level3:

ESO been down for me and my buddy since last night (8pm est). We are in the Philadelphia, PA area.

Eating breakfast and sitting at my laptop now so I ran a tracert to Elderscrollsonline.com (159.100.230.100)

5 11 ms 22 ms 11 ms be-42-ar03.ivyland.pa.panjde.comcast.net [69.139.192.81]
6 16 ms 14 ms 15 ms he-3-11-0-0-cr01.newyork.ny.ibone.comcast.net [68.86.95.161]
7 13 ms 40 ms 12 ms ae12.edge1.NewYork2.level3.net [4.68.127.1]
8 * * * Request timed out.
9 * * * Request timed out.
10 91 ms 104 ms 91 ms 212.162.9.150
11 92 ms 104 ms 91 ms 195.122.154.4
12 91 ms 90 ms 90 ms 159.100.230.100

The problem isn't on ESO's end. It's the ae12.edge1.NewYork2.level3.net router is busted. I use Comcast and my buddy uses Verizon so I think that eliminates ISP issues. That's probably why east coast players can't get on. In other words, don't plan on playing ESO for the foreseeable future until level3 fixes their router.

Note- No computer expert here, I'm just an old school gamer that learned how to tracert game servers back in the day when we had to do all of our own troubleshooting with fancy new 90's Internet games.

---

This may or may not be the case. Either way, it's not on us but I just wish somethig. Was done

Thanks

NewBlacksmurf

ZOS_GinaBruno wrote: »

Hi guys, we are continuing to investigate the issue from last night. If you haven't done so already, try a hard reboot on your console. If this doesn't work, please reach out to Customer Support so they can troubleshoot with you. Thanks for your patience; we know this is frustrating.

It's not us. Scroll up

Ravens-Sonata

LOL EU isnt loading either

dudenamedchris

They need to build more than 2 mega servers to fit all the clients...

usrevenge

dudenamedchris wrote: »

They need to build more than 2 mega servers to fit all the clients...

the servers don't seem overloaded it's a problem somewhere else.

KundaliniHero

AlphaNicole wrote: »

Well, I cannot load Into COLDHARBOR with any character.

Here's something interesting I found In the general discussion, posted by @NDwarf

---

-reposted from General forums (maybe someone at support can contact level3:

ESO been down for me and my buddy since last night (8pm est). We are in the Philadelphia, PA area.

Eating breakfast and sitting at my laptop now so I ran a tracert to Elderscrollsonline.com (159.100.230.100)

5 11 ms 22 ms 11 ms be-42-ar03.ivyland.pa.panjde.comcast.net [69.139.192.81]
6 16 ms 14 ms 15 ms he-3-11-0-0-cr01.newyork.ny.ibone.comcast.net [68.86.95.161]
7 13 ms 40 ms 12 ms ae12.edge1.NewYork2.level3.net [4.68.127.1]
8 * * * Request timed out.
9 * * * Request timed out.
10 91 ms 104 ms 91 ms 212.162.9.150
11 92 ms 104 ms 91 ms 195.122.154.4
12 91 ms 90 ms 90 ms 159.100.230.100

The problem isn't on ESO's end. It's the ae12.edge1.NewYork2.level3.net router is busted. I use Comcast and my buddy uses Verizon so I think that eliminates ISP issues. That's probably why east coast players can't get on. In other words, don't plan on playing ESO for the foreseeable future until level3 fixes their router.

Note- No computer expert here, I'm just an old school gamer that learned how to tracert game servers back in the day when we had to do all of our own troubleshooting with fancy new 90's Internet games.

---

This may or may not be the case. Either way, it's not on us but I just wish somethig. Was done

Well im on the westcoast with Time Warner Cable and I have the same problem. Anytime I hit a wayshirine or dungeon delve it disconnects me. I called my isp and they said everything is fine, as a matter of fact everything else on my ps4 works perfectly except eso....Im no expert either hmmm...where could the problem originate from?

PurifedBladez

I like how they are being all hush hush about it. I suggest those of you with twitter ask them what's up and link this post or even all of the similar ones on there page. They don't even have anything up on there service alert page. This is ***. I'm thinking about making a twitter just to make the problem more accessible and known. We need more widespread outrage!!!

ZOS_GinaBruno

For what it's worth, we do have players in-game, so it's not a simple blanket issue. Again, please work with CS to go through the steps. This helps us narrow down where the issue ultimately lies. We know you're frustrated and just want to play, but we need to get some info from you guys which we do collect when you submit a ticket. Also keep in mind that Support may be a little backed up so if you haven't received a response yet, they may just be busy.

Thanks again, everyone. We'll continue to work through this.

PurifedBladez

ZOS_GinaBruno wrote: »

For what it's worth, we do have players in-game, so it's not a simple blanket issue. Again, please work with CS to go through the steps. This helps us narrow down where the issue ultimately lies. We know you're frustrated and just want to play, but we need to get some info from you guys which we do collect when you submit a ticket. Also keep in mind that Support may be a little backed up so if you haven't received a response yet, they may just be busy.

Thanks again, everyone. We'll continue to work through this.

Yeh.. righ

LuminaLilly

ZOS_GinaBruno wrote: »

For what it's worth, we do have players in-game, so it's not a simple blanket issue. Again, please work with CS to go through the steps. This helps us narrow down where the issue ultimately lies. We know you're frustrated and just want to play, but we need to get some info from you guys which we do collect when you submit a ticket. Also keep in mind that Support may be a little backed up so if you haven't received a response yet, they may just be busy.

Thanks again, everyone. We'll continue to work through this.

Yea many of us can log on, staying on is the real problem.

PurifedBladez

AlphaNicole wrote: »

ZOS_GinaBruno wrote: »

For what it's worth, we do have players in-game, so it's not a simple blanket issue. Again, please work with CS to go through the steps. This helps us narrow down where the issue ultimately lies. We know you're frustrated and just want to play, but we need to get some info from you guys which we do collect when you submit a ticket. Also keep in mind that Support may be a little backed up so if you haven't received a response yet, they may just be busy.

Thanks again, everyone. We'll continue to work through this.

Yea many of us can log on, staying on is the real problem.

I've gotten to the point where I get disconnected after choosing the character I want to play with. Seems like it's slowly getting worse and worse.

Ravens-Sonata

ZOS_GinaBruno wrote: »

For what it's worth, we do have players in-game, so it's not a simple blanket issue. Again, please work with CS to go through the steps. This helps us narrow down where the issue ultimately lies. We know you're frustrated and just want to play, but we need to get some info from you guys which we do collect when you submit a ticket. Also keep in mind that Support may be a little backed up so if you haven't received a response yet, they may just be busy.

Thanks again, everyone. We'll continue to work through this.

Hard to work With CS when they are not responding to Tickets

CavalierKing

I said this in another thread, but I'll post it here. It IS a blanket issue. All the characters I've played in the passed couple of days will not load. It does the normal loading, stops like it's going to switch to the loading screen, then everything starts moving again and then after a few seconds it kicks you to the start screen. However, the alternate that I haven't used in a few days loads just fine. That character's problem is going to new locations that require a full load, such as Cyrodiil. It goes to the the load screen which is now black, and then you get kicked to the start screen. Both of these are problems I've heard from everyone. EU also seems to work just fine. All other Xbox Live services work fine.

It's pretty obvious then that the issue is with the ZOS NA server (PS4 is also down). The problem is with sending load requests. The request is sent to the server, then it gets blocked for some reason (it's not able to be processed), and the system interprets it as not being connected. This must have to do with some update that was recently done, otherwise it wouldn't affect characters recently played differently than characters not recently played.

Trish_Zetsumei

PurifedBladez wrote: »

AlphaNicole wrote: »

ZOS_GinaBruno wrote: »

For what it's worth, we do have players in-game, so it's not a simple blanket issue. Again, please work with CS to go through the steps. This helps us narrow down where the issue ultimately lies. We know you're frustrated and just want to play, but we need to get some info from you guys which we do collect when you submit a ticket. Also keep in mind that Support may be a little backed up so if you haven't received a response yet, they may just be busy.

Thanks again, everyone. We'll continue to work through this.

Yea many of us can log on, staying on is the real problem.

I've gotten to the point where I get disconnected after choosing the character I want to play with. Seems like it's slowly getting worse and worse.

This! For me, it started at 12am this morning, the second I went to travel I got the "Unable to connect" error. Kept getting same error every time I used a wayshrine, or hit any loading screen. So I reset my modem because I'm directly hardwired into the modem, still same issue. Then i did a console hard reset, still same issue. So then I switch from NA server to EU server, then back to NA, still same issue (I can play on EU server without any issue). I did all of these things in succession and all the same issue.

What I find funny, is my boyfriend was able to play without issue when I couldn't, mind you we are on the same console. Also my alternative gamertag was also able to play without issue, but then all of a sudden after 30 mins of play time, my alt gamertag got same issue, then my boyfriend at 9am this morning started getting the same issue. Now we can't even select a character without it giving us the "Unable to connect" error. All other games work perfectly fine online, I even tried Neverwinter, runs great. So, I know for a fact it is not a router issue for me, and it is not an ISP issue.

Edit:
As mentioned above, the loading screens seem to be part if not all of the issue. When I can load into the game, the loading screen acts like it's going to freeze but doesn't. Sometimes it loads in, most of the time it doesn't, and that's when I get the 'Unable to connect' issue. So please "For what it's worth" check the loading issue.

dudenamedchris

Considering returning the game. Every week they have these problems.

PurifedBladez

Be heard! Keep these threads bumped.