Cant access game or account page

Clansman2013 · September 2017

I just moved house, and have a new Xfinity router (It's the 1GB one, ARRIS GROUP INC.. TG3482G).

Before my move, I could access the game and the account page (https://account.elderscrollsonline.com) just fine.

Now, when I launch the game, I get to the log in screen, but it keeps telling me there is an error when I try to log in. When I go to the account page, It just tells me page cant be found.

If I use my VPN connection, both the game and the account page load fine with zero issues, but the VPN speed is WAY slower, so I don't want to use that as a permanent solution.

What I've tried..

1 - reboot router and PC
2 - flush DNS on PC
3 - disable Firewall on PC
4 - disable Firewall on router
5 - disable antivirus on PC

Anyone have any ideas on what the problem may be? It certainly seems the issue is with Xfinity, but contacting their support is whole other rabbit hole.

Thanks!

Clansman2013 · September 2017

Just to add, when I access the website, I get "This site can’t be reached".

When I try to access the game, I get "Error 201" login failed

However, as I mentioned above, both work without issues using my VPN.

magicsprout · September 2017

Think xbl may be having issue today i managed to log in for all of 5 mins this morning now the same

Clansman2013 · September 2017

I just tested Lord of the Rings online, Secret World Legends, Guild wars 2 and Wildstar, and all of those games work fine without any issues.

It's very odd.

magicsprout · September 2017

Someone pc eu posted samw thing may be an eu issue

Clansman2013 · September 2017

Well, this is strange, if I change my server to EU, it works fine, It's just the NA server I can't access.

magicsprout · September 2017

I didnt think to try na. Rebooted everything tried every char gave up and went to work

Clansman2013 · September 2017

I opened up the following ports on the router, and it didn't help:

TCP / UDP Ports 24100 through 24131
TCP / UDP Ports 24500 through 24507
TCP / UDP Ports 24300 through 24331
TCP Port 80
TCP Port 433

I also tried adding my PC to the DMZ on the router, and that didn't help either. It's so frustrating, everything works fine, except ESO NA...

Clansman2013 · September 2017

I don't know how this works, but is it possible that my new public IP address was used by someone else at some point, and it has a ban on it?

pdosev · September 2017

Check the DNS on your router. You can always try using Google's DNS:

DNS server: 8.8.8.8

Restart the router.

If this still exists do this in console/CMD:

Windows:
tracert account.elderscrollsonline.com

Linux/Mac
traceroute account.elderscrollsonline.com

See where the requests hangs. This way you can see what is the last IP where this request will reach.

Clansman2013 · September 2017

pdosev wrote: »

Check the DNS on your router. You can always try using Google's DNS:

DNS server: 8.8.8.8

Restart the router.

If this still exists do this in console/CMD:

Windows:
tracert account.elderscrollsonline.com

Linux/Mac
traceroute account.elderscrollsonline.com

See where the requests hangs. This way you can see what is the last IP where this request will reach.

Unfortunately the DNS setting on the router is not editable. I'll give the trace a try when I get home tonight. Thanks!

Clansman2013 · September 2017

pdosev wrote: »

Check the DNS on your router. You can always try using Google's DNS:

DNS server: 8.8.8.8

Restart the router.

If this still exists do this in console/CMD:

Windows:
tracert account.elderscrollsonline.com

Linux/Mac
traceroute account.elderscrollsonline.com

See where the requests hangs. This way you can see what is the last IP where this request will reach.

Here are my trace results..

Tracing route to account.elderscrollsonline.com [198.20.198.131]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 10.0.0.1
2 12 ms 9 ms 8 ms 96.120.102.201
3 18 ms 9 ms 9 ms po-112-rur201.tacoma.wa.seattle.comcast.net [68.87.207.61]
4 17 ms 9 ms 7 ms po-2-rur202.tacoma.wa.seattle.comcast.net [69.139.164.162]
5 14 ms 11 ms 9 ms 68.87.160.57
6 15 ms 15 ms 12 ms be-33650-cr01.seattle.wa.ibone.comcast.net [68.86.93.165]
7 12 ms 11 ms 9 ms hu-0-12-0-0-pe05.seattle.wa.ibone.comcast.net [68.86.84.54]
8 12 ms 11 ms 9 ms ix-xe-0-2-2-0.tcore1.00S-Seattle.as6453.net [64.86.123.9]
9 30 ms 29 ms 27 ms if-ae-20-2.tcore1.SV1-Santa-Clara.as6453.net [64.86.123.95]
10 37 ms 29 ms 31 ms if-ae-0-2.tcore2.SV1-Santa-Clara.as6453.net [63.243.251.2]
11 31 ms 29 ms 27 ms if-ae-18-2.tcore1.SQN-San-Jose.as6453.net [63.243.205.130]
12 30 ms 37 ms 27 ms 63.243.205.58
13 32 ms 31 ms 33 ms a209-200-184-192.deploy.static.akamaitechnologies.com [209.200.184.192]
14 32 ms 31 ms 28 ms a209-200-184-197.deploy.static.akamaitechnologies.com [209.200.184.197]
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.

pdosev · September 2017

Edit: complete edit after checking a few more things

I checked this further and it seems that ESO is using Akamai as I am also hitting their servers.

The IP is getting out of your home network and ISP which is good, does not seem to be caused by the router or the ISP. Akamai however is blocking ICMP packets and any ping or traceroute will show this results as their server rejects them, standard security policy.

Here is a ping on my end and I am able to access them:

ping account.elderscrollsonline.com
PING account.elderscrollsonline.com (198.20.198.131): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
^C
--- account.elderscrollsonline.com ping statistics ---
5 packets transmitted, 0 packets received, 100.0% packet loss

Please try using the command below it will start a TCP connection over port 443 and show you the hops, this one should work:

traceroute -T -p 443 account.elderscrollsonline.com

This is a linux command. If Win tracert does not support it you can always install any linux on a virtual box and run it to check this.

You can also try this but it will only show you if you can connect to their server or not, if it fails though you may need to run the command above or just go ahead and contact the support as it is likely blocked by them.

telnet account.elderscrollsonline.com 443

The successful output is:

telnet account.elderscrollsonline.com 443
Trying 198.20.198.131...
Connected to account.elderscrollsonline.com.
Escape character is '^]'.

Clansman2013 · September 2017

Thanks for the assistance pdosev.

I haven't had a chance to do the Linux thing yet, but telnet won't connect.

I have spoken to 2 Comcast techs, who are totally worthless, and ESO support are struggling as well, as my issue has now been escalated twice.

It seems to me, that since VPN works, there has to be some problem between my Comcast public IP and the ESO NA server.

Clansman2013 · September 2017

Well, 4 Comcast reps had no idea what the problem is. ESO support are also struggling, but they did say that they do not ever block IP addresses, so that just makes this all the more confusing.

pdosev · October 2017

ESO might not be blocking but their upstream provider will most certainly will. They are also more likely refering to bans not network blocks.

The easies solution is to ask your ISP to get you a new IP. Or at least to lease 1 temporary to you to see if there will be any difference..

Clansman2013 · October 2017

I had Comcast issue me a new modem, which has fixed the issue since it has a different public IP attached to it.

Thanks for all the advice.