A Unkown Error has Occured (EU Server)

superficoman · July 2014

stop troubleshooting your computers, it's not our fault, i could play all night without a single error, now it's a miracle if it logs in and when it does it's just lag and disconnections.
It's clearly their server's capacity and it's going on since i started "playing" 6 days ago, i can only play at night

daveb16_ESO40 · July 2014

Delorion wrote: »

so for the records i can play on 2 from 3 servers just fine only EU make problems and this only after they move to the EU .. its not so hard to unterstand..xD

Not for us, no, but apparently too hard to understand for anyone on the server side who can actually do anything about the issue.

Slovenian_Gamer · July 2014

I hope you will give us back our lost days due to your inability to solve problems quickly. I'm having this problem for almost two weeks now and I still haven't gotten my days back!

gurluasb16_ESO · July 2014

***, I hope I wont have to wait this long to play again. Oo
I'm really digging this game atm.

Martinus72 · July 2014

Maybe short maintenance and reboot of server would change anything? Yes I'm clutching the straw as have another night off when my gf is working and seems will be unable to play again.... I guess it will be fixed when will have to go back to work

DeLindsay · July 2014

daveb16_ESO40 wrote: »

Delorion wrote: »

so for the records i can play on 2 from 3 servers just fine only EU make problems and this only after they move to the EU .. its not so hard to unterstand..xD

Not for us, no, but apparently too hard to understand for anyone on the server side who can actually do anything about the issue.

Ah yes if only real life worked the same as it does in your head. Unless you are there right now working for ZoS you have NO IDEA how hard the problem is to fix from their end. It could be something very simple that they'd never expect as a problem or something so complex that they have certified software engineers tearing their hair out right now trying to fix.

Delorion · July 2014

if it help dont know i have found out that after log in iam able to write in Zone chat for a few seconds then i get booted but i cannot send any ingame mails to friends ( when i try it says unknown player) and i cant whisper friends either and as a side note i have no pvp Campaigns listed on any of my chars the campaign selection screen is blank.

dunno about this helps or not..

looks to me as where my character not fully integrated in the world or something

DeiX · July 2014

Thank you for contacting The Elder Scrolls Online customer support. My name is Michelle and I am here to help you today! I'm sorry to hear that you are experiencing this issue, especially since it is keeping you from playing.
I understand that you are being disconnected and getting an error message. This error, 'unknown error', can be related to connectivity issues.
The first thing I would like you to do is lower the security settings on your router. To do this, you will need to access a setup utility for your router. You can try opening a web browser and typing '192.168.1.1' into the address bar. If that does not work, you are going to have to find out what your router's IP address is.
I have provided directions for how to do this below:
Press "Windows key + R".
Type "cmd" as a command, and press "OK" or "Enter" to access the command line.
Type "ipconfig", and you will get the information.
Please note that your computer IP address is IPv4 and your router IP is under the Default Gateway.
You can also look at these two easy links to retrieve an IP address:
www.whatsmyip.orgor http://www.myipaddress.com/show-my-ip-address/
Once there, there should be a prompt for a username and password. The following are four commonly used default combinations that you can try (NOTE: If you have previously entered the gateway, you may have setup another combination that you should enter here):
Username / Password
admin / password
admin / [blank]
admin / 1234
[blank] / admin
Once you are on the router gateway, navigate to the "Security" or "Firewall" section and set any options to low. These firewalls would be in addition to ones in place on your computer.
While you are in your router, you should forward ports as well that the game uses. On the Port Forwarding screen, there should be a "Add Port Forwarding" or "Add Service" or similar button. Press it and enter the port details. Provided below are the ports you'll want to forward:
TCP / UDP Ports 24100 through 24131
TCP / UDP Ports 24300 through 24331
TCP / UDP Ports 24500 through 24507
In addition
You can also flush your DNS. Please follow these steps to flush your DNS:
Windows 7:
Click on the Start button
Type cmd in the Start Menu
Right-click on Command Prompt and select Run as Administrator
Type "ipconfig /flushdns" and hit enter
If it was successful, you will see the message "Windows IP configuration successfully flushed the DNS Resolver Cache."
Power cycle the router to clear the cache so that it doesn't store the bad route
I hope that the information above is helpful to you. If you need to troubleshoot further, I would like you to run the Game Consultant on your launcher. This will create a file with information about your computer, the game and any errors that have occurred. Here are the instructions.
Game Consultant:
Click the cog icon in the top right corner of the launcher.
Click ABOUT.
Click the Game Consultant button. This opens a new window.
Click the Run Tests button and wait a few minutes for the tests to complete.
When the tests complete, a new window opens telling you the report is saved. Click the OK button.
The report saves itself in your My Documents folder as a text file called Report.txt.
(You can click the Open Report Location button to open this folder, or click the Open Report button to view the report.)
Attach the Report.txt file to your reply to this email.
Thank you for your patience and understanding while we work to resolve this issue.

Warm Regards,
Michelle
The Elder Scrolls Online Team

I tried all of these and nothing works. I still have the same problem. Come on zenimax you have to fix this!

Also this is my results when i try to ping the server

Pinging launcher.bethesda.net [54.217.220.152] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

100% loss

Martinus72 · July 2014

Delorion wrote: »

if it help dont know i have found out that after log in iam able to write in Zone chat for a few seconds then i get booted but i cannot send any ingame mails to friends ( when i try it says unknown player) and i cant whisper friends either and as a side note i have no pvp Campaigns listed on any of my chars the campaign selection screen is blank.

dunno about this helps or not..

looks to me as where my character not fully integrated in the world or something

It does look like our characters log in but cannot get connected to the world and get booted indeed.

Slovenian_Gamer · July 2014

You know that no one of their "solution" work, so the problem is clearly on their side, but they just don't wanna confess to it :P

Rastapasta · July 2014

People don't make too many changes to your systems it worked before at least partially. The guy who handles the unknown error did improve the situation the last weeks, so be patient for now, because he's on holidays for 2 weeks.

or go on holiday too muhaha

Martinus72 · July 2014

Seems nothing's gonna change for better in foreseeable future so it will be time to go back to Lotro. Shame as had a real fun here but cannot accept this situation.

daveb16_ESO40 · July 2014

DeLindsay wrote: »

daveb16_ESO40 wrote: »

Delorion wrote: »

so for the records i can play on 2 from 3 servers just fine only EU make problems and this only after they move to the EU .. its not so hard to unterstand..xD

Not for us, no, but apparently too hard to understand for anyone on the server side who can actually do anything about the issue.

Ah yes if only real life worked the same as it does in your head. Unless you are there right now working for ZoS you have NO IDEA how hard the problem is to fix from their end. It could be something very simple that they'd never expect as a problem or something so complex that they have certified software engineers tearing their hair out right now trying to fix.

Ah the fanboi has to wade in, too agitated to understand what I was saying. I wasn't suggesting it was simple to fix, I was saying that it is obviously a server problem, and not a connectivity issue at our end as a lot of responses from customer service are implying. My point is how hard is it for Zenimax to understand that it is their problem, and not ours, rather than how hard is it for them to understand the problem itself.

SteveCampsOut · July 2014

Well at least I now know it's not me!

zivak.zivakeb17_ESO · July 2014

DeiX wrote: »

Thank you for contacting The Elder Scrolls Online customer support. My name is Michelle and I am here to help you today! I'm sorry to hear that you are experiencing this issue, especially since it is keeping you from playing.
I understand that you are being disconnected and getting an error message. This error, 'unknown error', can be related to connectivity issues.
The first thing I would like you to do is lower the security settings on your router. To do this, you will need to access a setup utility for your router. You can try opening a web browser and typing '192.168.1.1' into the address bar. If that does not work, you are going to have to find out what your router's IP address is.
I have provided directions for how to do this below:
Press "Windows key + R".
Type "cmd" as a command, and press "OK" or "Enter" to access the command line.
Type "ipconfig", and you will get the information.
Please note that your computer IP address is IPv4 and your router IP is under the Default Gateway.
You can also look at these two easy links to retrieve an IP address:
www.whatsmyip.orgor http://www.myipaddress.com/show-my-ip-address/
Once there, there should be a prompt for a username and password. The following are four commonly used default combinations that you can try (NOTE: If you have previously entered the gateway, you may have setup another combination that you should enter here):
Username / Password
admin / password
admin / [blank]
admin / 1234
[blank] / admin
Once you are on the router gateway, navigate to the "Security" or "Firewall" section and set any options to low. These firewalls would be in addition to ones in place on your computer.
While you are in your router, you should forward ports as well that the game uses. On the Port Forwarding screen, there should be a "Add Port Forwarding" or "Add Service" or similar button. Press it and enter the port details. Provided below are the ports you'll want to forward:
TCP / UDP Ports 24100 through 24131
TCP / UDP Ports 24300 through 24331
TCP / UDP Ports 24500 through 24507
In addition
You can also flush your DNS. Please follow these steps to flush your DNS:
Windows 7:
Click on the Start button
Type cmd in the Start Menu
Right-click on Command Prompt and select Run as Administrator
Type "ipconfig /flushdns" and hit enter
If it was successful, you will see the message "Windows IP configuration successfully flushed the DNS Resolver Cache."
Power cycle the router to clear the cache so that it doesn't store the bad route
I hope that the information above is helpful to you. If you need to troubleshoot further, I would like you to run the Game Consultant on your launcher. This will create a file with information about your computer, the game and any errors that have occurred. Here are the instructions.
Game Consultant:
Click the cog icon in the top right corner of the launcher.
Click ABOUT.
Click the Game Consultant button. This opens a new window.
Click the Run Tests button and wait a few minutes for the tests to complete.
When the tests complete, a new window opens telling you the report is saved. Click the OK button.
The report saves itself in your My Documents folder as a text file called Report.txt.
(You can click the Open Report Location button to open this folder, or click the Open Report button to view the report.)
Attach the Report.txt file to your reply to this email.
Thank you for your patience and understanding while we work to resolve this issue.

Warm Regards,
Michelle
The Elder Scrolls Online Team

I tried all of these and nothing works. I still have the same problem. Come on zenimax you have to fix this!

Also this is my results when i try to ping the server

Pinging launcher.bethesda.net [54.217.220.152] with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

100% loss

Interesting.. got the same one, letter by letter... Guess this is how the "real persons" operate at their CS... Don't be surprised if she suggests you to lower your graphics settings in the future - as she did to me

DeiX · July 2014

I've done that (lower my graphics settings) already so i don't think they will suggest me that too :P

gurluasb16_ESO · July 2014

Any news on this?
I haven't been able to play since the damn merger. It's pissing me off. I paid for this. I know you're doing your best to fix it but...I'm not getting the days refunded.

SEKON · July 2014

Times like this wish id never added over 100 days left.

lightboy.joseb16_ESO · July 2014

zivak.zivakeb17_ESO wrote: »

Brabok wrote: »

Did anyone try to flush their DNS cache yet?

Just thinking, same domain name but new IP.....
"How To" under this link:
http://technet.microsoft.com/en-us/library/cc781949(v=ws.10).aspx

have you even bothered reading the 2(!!!!) pages of this thread?

I and at least one person confirmed it did not work...

Just for clarification I have tried:

1.) Flushing my DNS (propertly)
'ipconfig /release', 'ipconfig /renew', 'ipconfig /flushdns', 'ipconfig / registerdns'

2.) Disabling Firewalls both on PC and on the Router

3.) Forwarding all the ports that are associated with the game
24100 through 24131
24300 through 24331
24500 through 24507
443
80

4.)Powercycling the network
(shutting down the router and all connected devices for several minutes, turning the router on, waiting until it recieves new IP, turning on other devices, flushing DNS)

5.)Clean reinstall of graphics drivers
(Completely removing them and all associated registry entries, installing through safemode)

6.) Verifying gamedata

7.) Registry and drive check for errors.

After each step suggested by the support staf, I sent them newly generated report.txt from the Game Consultant tool...

Last time I heard from them, they said they will send my report.txt to their specialists (9hours ago)

I guess analyzing 1400 lines of report is not as quick as one would imagine but I have faith in them

For the record I am from Slovakia (eastern europe) My ISP is T-com, I am using D-Link 2641R Router and I also have the VoIP ports forwarded (9987, 10011, 30033)

This shoudn't be this way. Things shoudn't be so complicated in order to play a f*cking video game.

Dekkameron · August 2014

lightboy.joseb16_ESO wrote: »

zivak.zivakeb17_ESO wrote: »

Brabok wrote: »

Did anyone try to flush their DNS cache yet?

Just thinking, same domain name but new IP.....
"How To" under this link:
http://technet.microsoft.com/en-us/library/cc781949(v=ws.10).aspx

have you even bothered reading the 2(!!!!) pages of this thread?

I and at least one person confirmed it did not work...

Just for clarification I have tried:

1.) Flushing my DNS (propertly)
'ipconfig /release', 'ipconfig /renew', 'ipconfig /flushdns', 'ipconfig / registerdns'

2.) Disabling Firewalls both on PC and on the Router

3.) Forwarding all the ports that are associated with the game
24100 through 24131
24300 through 24331
24500 through 24507
443
80

4.)Powercycling the network
(shutting down the router and all connected devices for several minutes, turning the router on, waiting until it recieves new IP, turning on other devices, flushing DNS)

5.)Clean reinstall of graphics drivers
(Completely removing them and all associated registry entries, installing through safemode)

6.) Verifying gamedata

7.) Registry and drive check for errors.

After each step suggested by the support staf, I sent them newly generated report.txt from the Game Consultant tool...

Last time I heard from them, they said they will send my report.txt to their specialists (9hours ago)

I guess analyzing 1400 lines of report is not as quick as one would imagine but I have faith in them

For the record I am from Slovakia (eastern europe) My ISP is T-com, I am using D-Link 2641R Router and I also have the VoIP ports forwarded (9987, 10011, 30033)

This shoudn't be this way. Things shoudn't be so complicated in order to play a f*cking video game.

I wonder what they tell console players to do if they can't play?

"Are you sure it's turned on?"

Iago · August 2014

I have been having this problem all day today on the NA server

robert.jernbergnrb19_ESO · August 2014

Also have this problem. Reported it and got an email back saying it's a known problem and that they are working on it. My ticket got "solved" immediately. That's 24 hours ago now, and it's still not working and no updated info about the problem.

Martinus72 · August 2014

They asked me for some specific files and screenshots last night which I provided them with, this morning received email saying they're working hard on pin pointing what's causing this issue so it's a waiting game now and crossing fingers it's gonna be solved today and we all return to Tamriel.

Rastapasta · August 2014

3rd day not able to go online.
Been contacted by 8 different persons, some asking for the same info or files.
Clearly all trying their best to help but no one is in charge nor is able to solve it.
They all focus on the tree but ignore the forest.
There is a guy in ZO who knows what the problem is and can solve it but atm. has immense fun to see others sweat. (since the move)
That guy is or will be fired when they find out what kind of slime ball he is.

gurluasb16_ESO · August 2014

Yeah this is annoying. Why is there no news on this yet? What's the progress on figuring this out? It'd be easier to stomach if I knew what was being done to fix this.

SEKON · August 2014

I like some news as well be nice to be kept informed.

Caroloces · August 2014

For what it's worth, I had the unknown error 2 nights ago that kicked me back to log-in screen a number of times while I was playing (NA server). I submitted a ticket and got an email back saying that I should do a "repair" on the launcher. I did so, and I've been playing without problems since I did the repair. Spent about 4-5 hours playing last night.

I'm pleased that things appear to be working now, but my gut tells me that there's a deeper issue here that still needs to be resolved.

Delorion · August 2014

yeah repairing does not work tried it all rdy countless times i even installed the whole client new from scratch and setup my Win7 new all without sucess still the same unkown error ...

gurluasb16_ESO · August 2014

It's clearly not on our end. Something happened with their Server transfer.

Martinus72 · August 2014

Caroloces wrote: »

For what it's worth, I had the unknown error 2 nights ago that kicked me back to log-in screen a number of times while I was playing (NA server). I submitted a ticket and got an email back saying that I should do a "repair" on the launcher. I did so, and I've been playing without problems since I did the repair. Spent about 4-5 hours playing last night.

I'm pleased that things appear to be working now, but my gut tells me that there's a deeper issue here that still needs to be resolved.

It is deeper definitely as repairing from launcher doesn't improve anything for us. What is truly puzzling me is the fact that it never, not even once happened when server was in US and it's started with moving server to Europe.
It is 3d day where we are unable to log in and it's becoming really frustrating for it's clear tech support doesn't know what's going on either.
In meantime I've been playing GW2 and Lotro and it is so seamless and faultless experience, why it has to be the game I enjoy the most which is plagued with issues and at this moment impossible to even log to...