Disconnecting with an 'Unknown Error' message.

Maestro_Sartori · April 2014

Guess you can add me to this growing list....happened to me last night out of nowhere. And it doesn't have anything to do with your router settings as I'm DMZ'd....

SirCaptainCrunch · April 2014

How many of you with this issue are using Arris brand cable modems with built in router/wifi functionality?

Variante · April 2014

Also having this problem since Sunday, had Comcast replaced and tested line from cable box to home, replaced pins, did a swap on netgear, surfboard, and Ubee modem and made sure it is not the modem, tested several cat5e and cat6 lines until everything on the user side ISP is clean. Updated the Realtek ethernet card driver from website, along with GPU and Windows up-to-latest. Still getting this problem. Hopefully this maintenance does fix this issue, as user side resources are exhausted.

johnbagnoli_ESO · April 2014

SirCaptainCrunch wrote: »

How many of you with this issue are using Arris brand cable modems with built in router/wifi functionality?

I do. As per ZOS suggestion I was talking with Comcast last night. They were very polite and (no surprise) didn't think it was on their end. They did a bit of troubleshooting, reset the signal yadda yadda yadda. I've already done everything else on this thread except a complete reinstall. So I started that overnight, got up t his morning and have not been able to test it with the servers down.

Maestro_Sartori · April 2014

Quit trying to troubleshoot this with your modems, routers, isp's, etc. This is their issue not yours

tjrankb16_ESO · April 2014

I really do think there are multiple issues here. I never once had a disconnect until 1220 PM yesterday. I logged out and could login in only to have the character screen flash before the dreaded Unknown error. I have 2 different high speed ISPs at home that are completely independent - neither worked (using a wired connection) through different routers. It did not work on a different PC. It's hard to believe 2 providers suddenly got the same issue at the same time...
Support response left me confused - all they said was to run the Game Consultant. Not sure how the hell that fixes anything. See below - am I missing something?

I would like to ask you to perform the following process from The Elder Scrolls Online launcher:

• Open the ESO Launcher.
• Click on the Gear icon in the upper-right hand corner.
• Click the About tab.
• Click the Game Consultant button.
• Click Run Test to create the data log.

This function will generate an msinfo, a DxDiag, as well as a pathping in order to fully diagnose the issue at hand. You will then be able to open the report from the Game Consultant, or open the report location so that you can access and move the file itself. Please note that DxDiag is only a diagnostic tool that collects technical information on computers.

If the problem persists or if you have any more questions about this or other issues, please contact us again.

Maestro_Sartori · April 2014

Read the post above lol

Cannyone · April 2014

NoirJ wrote: »

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ZOS_EveP wrote: »

Hi guys,

First try to run the repair function.

If the issue persists after running a repair make sure that nothing is impairing your connectivity (For instance if you're using wireless, try a to connect via cable, make sure your firewall or your router are not blocking the game)

If you are on Mac you can also try this small trick:
Remove the QuickTime plugin from its default location (by default /Library/Internet Plug-Ins/QuickTime Plugin.plugin) and place it on your desktop (Note: do not delete it. Just move it).

I'm sorry but that's a stock answer, there's an issue here either with the way the traffic to your infrastructure is being handled by some ISPs, or its with your infrastructure itself; server side or with your network.

Please don't get people chasing their tails.

Thank You NoirJ for setting this misinformed person straight! I am using a cable not wireless. I have made sure my firewall isn't blocking ESO. And, if they would tell me which ports to open on my Router I would do so.

But yesterday I had this happen at least 9 times. With 3 of those happening in a period of less than 5 minutes. And when I sent in a bug report on it... It stopped happening.

Also I've been having lots of issues that seem to be server related. Mobs that are "un-lootable" and / or "un-killable". Mobs that disappear immediately after killing them. And mobs and harvesting nodes that disappear as I approach.

On top of that I now know why my "in-game" tickets aren't being replied to in a timely fashion... Because they have "Support Personnel" in here passing out pat answers instead of helping players. *doublefacepalm*

GreySix · April 2014

Maestro_Sartori wrote: »

Quit trying to troubleshoot this with your modems, routers, isp's, etc. This is their issue not yours

Indeed. When I can get on and play SWTOR with absolutely no issue, that pretty much confirms it.

SirCaptainCrunch · April 2014

Just inquiring about the Arris modem because it appears that, at least preliminarily, that having Comcast change the Arris to function as a cable modem only and using a separate router solved the issue for a friend.

I agree though, that this seems to be a multifactorial problem based on all the diverse locations, hardware, ISP's etc that are affected. This particular game may also be extremely sensitive to packet loss, unlike other games (and hence only having issues with this game).

johnbagnoli_ESO · April 2014

SirCaptainCrunch wrote: »

Just inquiring about the Arris modem because it appears that, at least preliminarily, that having Comcast change the Arris to function as a cable modem only and using a separate router solved the issue for a friend.

Yeah... that's what I was thinking. I should know better with these crappy modem/routers from Comcast. Although I don't think I'm going to go buy a router just for this game.

OptimusHodge · April 2014

FIX!
So I was being disconected ever 2 mins at least and, as I posted before, the game would run fine if I used my iPads 4G connection. What I have just tried, and has appeared to work, is unplugging everything from my router, except the phone in line, then used an Ethernet cable to connect to my PC. Previously, I was using an Apple Airport (3gig).

Zebular · April 2014

OptimusHodge wrote: »

FIX!
So I was being disconected ever 2 mins at least and, as I posted before, the game would run fine if I used my iPads 4G connection. What I have just tried, and has appeared to work, is unplugging everything from my router, except the phone in line, then used an Ethernet cable to connect to my PC. Previously, I was using an Apple Airport (3gig).

How did you just try this when the server has been down for quite some time? On top of that, you'll need to play for a couple hours to make sure, as sometimes it doesn't happen for an hour or so.

SirCaptainCrunch · April 2014

I've never been a fan of Arris hardware, but that is just a personal bias. I'm just curious how many people with this issue are using an Arris combo cable modem/wifi router. I obviously don't believe it is the sole cause of the disconnection problems- but anyone with this type of modem/router combo who has a separate router to use might try disabling the router function of the modem unit and employ the separate router just to see if it remedies the problem.

-

johnbagnoli_ESO wrote: »

show previous quotes

SirCaptainCrunch wrote: »

Just inquiring about the Arris modem because it appears that, at least preliminarily, that having Comcast change the Arris to function as a cable modem only and using a separate router solved the issue for a friend.

Yeah... that's what I was thinking. I should know better with these crappy modem/routers from Comcast. Although I don't think I'm going to go buy a router just for this game.

I see your point- one could spend WAY too much money trying to troubleshoot this problem with new hardware only to be left with an empty wallet and a game which continues to disconnect! I suppose you could always buy a cheap router, try it out, and return it if it didn't help.

decovca · April 2014

Zebular wrote: »

show previous quotes

OptimusHodge wrote: »

FIX!
So I was being disconected ever 2 mins at least and, as I posted before, the game would run fine if I used my iPads 4G connection. What I have just tried, and has appeared to work, is unplugging everything from my router, except the phone in line, then used an Ethernet cable to connect to my PC. Previously, I was using an Apple Airport (3gig).

How did you just try this when the server has been down for quite some time? On top of that, you'll need to play for a couple hours to make sure, as sometimes it doesn't happen for an hour or so.

I think he was talking about the EU megaserver.
"We are bringing the North American megaserver down for maintenance. We'll let everyone know when this operation is over as soon as we have an update. Thanks for your patience!"

OptimusHodge · April 2014

decovca wrote: »

show previous quotes

Zebular wrote: »

OptimusHodge wrote: »

FIX!
So I was being disconected ever 2 mins at least and, as I posted before, the game would run fine if I used my iPads 4G connection. What I have just tried, and has appeared to work, is unplugging everything from my router, except the phone in line, then used an Ethernet cable to connect to my PC. Previously, I was using an Apple Airport (3gig).

How did you just try this when the server has been down for quite some time? On top of that, you'll need to play for a couple hours to make sure, as sometimes it doesn't happen for an hour or so.

I think he was talking about the EU megaserver.
"We are bringing the North American megaserver down for maintenance. We'll let everyone know when this operation is over as soon as we have an update. Thanks for your patience!"

Yeah, I'm on the EU.

Even during beta I was never able to maintain connection for more than a few minutes. I must have tried about 30 to 40 times over the last few days to play with no luck, so I've been using my iPad data. First time I tried using my PC as the only connection to the internet in the house and I've been playing freely for half an hour or so

EDIT: Well over an hour playing and still fine. It mustn't have liked what was going on between my PC and my router.

BrandonJK · April 2014

Just putting my comment in that its happening to me. on NA server and about every 20-30 mins. Internet is through a wifi tethered phone(sprint). I've repaired, tried usb tether, checked firewalls. Nothing helping.

SenselessChip · April 2014

I don't even get disconnected anymore, it just keeps me in the unplayable game until I get bored of waiting and quit. Logging out doesn't work as it just keeps me in there longer. This is ridiculous, if they ever fix this bug do you think they will give us the days we have lost back?

SenselessChip · April 2014

Just found something very interesting. After you have clicked play and you get onto this screen, look at the text in the top left corner. It says 'Level Unknown Class.' Does it say the same for you guys? The reason I am level 7 is because I managed to play for a few hours Monday night, since then and before then I haven't.

Zebular · April 2014

SenselessChip wrote: »

Just found something very interesting. After you have clicked play and you get onto this screen, look at the text in the top left corner. It says 'Level Unknown Class.' Does it say the same for you guys? The reason I am level 7 is because I managed to play for a few hours Monday night, since then and before then I haven't.

Nope, I don't have this. Sounds like a separate bug you should probably file in the bug reports forum.

DanBlackfyre · April 2014

Yes.. server load is directly proportional to both the amount of gamebreaking lag and also the amount of unknown errors.

wunahokalugi · April 2014

SenselessChip wrote: »

Just found something very interesting. After you have clicked play and you get onto this screen, look at the text in the top left corner. It says 'Level Unknown Class.' Does it say the same for you guys? The reason I am level 7 is because I managed to play for a few hours Monday night, since then and before then I haven't.

Will check haven't noticed.

I'm hoping today's NA patch helps.

I'm racking up a wireless bill working around an internet connection that works perfectly fine for every other game/streaming etc, just to get to use any of my early access.

Tuonelan · April 2014

Zebular wrote: »

show previous quotes

SenselessChip wrote: »

Just found something very interesting. After you have clicked play and you get onto this screen, look at the text in the top left corner. It says 'Level Unknown Class.' Does it say the same for you guys? The reason I am level 7 is because I managed to play for a few hours Monday night, since then and before then I haven't.

Nope, I don't have this. Sounds like a separate bug you should probably file in the bug reports forum.

Done have this either, however, now I get the error around the "Requesting Character Load" section and then popping to unknown error.

ZOS_AmeliaR · April 2014

Hey everyone. We are aware that this issue is ongoing and are continuing to investigate. With the goal of consolidating threads related to this, please refer to this new thread: "Unknown Error" Received Upon Disconnecting. We are closing this thread in the meantime and encourage everyone here to provide the information requested in the new thread. Thank you.