DNS Issues preventing login to PC NA and accessing www.elderscrollsonline.com

Icy · March 2019

Myself and a friend (in different Australian cities) were kicked out of the PC NA server about an hour ago and haven't been able to log back in. Other people I know in Australia are reporting similar issues, though I know other people who are fine. I also can't open www.elderscrollsonline.com or help.elderscrollsonline.com*. (I can reach the PC EU server.)

It appears to be a dns resolution problem (see pic) with the biggest Australian ISPs (Telstra/Bigpond and Optus). Most overseas data will funnel thru Telstra.

Any ideas?

* I can obviously reach forums.elderscrollsonline.com, but that's because they're hosted by vanillacommunities.com

mrpaxman · March 2019

I have a different route from Aus. Pics are in the link. hopefully it will be fixed soon

https://forums.elderscrollsonline.com/en/discussion/comment/5907894#Comment_5907894

lokulin · March 2019

I'm using google dns servers and can resolve IP addresses but can't connect to www, accounts or log in to the game.

Microsoft Windows [Version 10.0.17134.648]
(c) 2018 Microsoft Corporation. All rights reserved.

>nslookup
Default Server:  google-public-dns-a.google.com
Address:  2001:4860:4860::8888

> www.elderscrollsonline.com
Server:  google-public-dns-a.google.com
Address:  2001:4860:4860::8888

Non-authoritative answer:
Name:    live.us.web.elderscrollsonline.com
Address:  198.20.198.103
Aliases:  www.elderscrollsonline.com

> account.elderscrollsonline.com
Server:  google-public-dns-a.google.com
Address:  2001:4860:4860::8888

Non-authoritative answer:
Name:    account.elderscrollsonline.com
Address:  198.20.198.131

>

lokulin · March 2019

For reference, am using Internode.

ZOS_Bill · March 2019

For anyone who is unable to reach help.elderscrollsonline.com in order to start a customer support ticket about this issue, please send me a private message with the following information:

ESO UserID and email address
Your current location
ISP name
Game consultant logs

We are currently investigating an issue with players unable to reach our help site or login to the game. You can also try using a different connection such as mobile to start a support ticket.

thom_ESO · March 2019

ZOS_BillE wrote: »

For anyone who is unable to reach help.elderscrollsonline.com in order to start a customer support ticket about this issue, please send me a private message with the following information:

I don't have the option to send a private message within the forums. I don't have the option from the icons next to my username, and when I try to use this link to do so directly https://forums.elderscrollsonline.com/en/messages/add I get a page saying "you don't have permission to do that."

For what it's worth, I'm in the San Francisco Bay Area and my ISP is Wave.

Icy · March 2019

This issue appeared to still be present when I first logged back in to check this morning, with a timeout on www.elderscrollsonline.com. I did another nslookup check and I got a resolution on the name from my ISP via my modem. I was about to DM @ZOS_BillE when I realised I could access the help page again (as I clicked on the Game consultant logs link in the message above), so I checked the main page again it worked.

The launcher is working again and the game can see the announcements for the PC NA server as well.

@lokulin I am also on Internode

I guess it's all working again, at least for me.

Thank you

(For the record, the NSW Telstra public DNS servers as per https://crowdsupport.telstra.com.au/t5/Broadband-nbn/How-To-Check-Your-DNS-Settings/ta-p/181966 can't even resolve their own names this morning. The Optus DNS servers are resolving themselves but still not resolving www.elderscrollsonline.com so there may still be issues for players in Australia).

Tzevaot · June 2019

I'm having exactly the same problem, I'm from São Paulo / Brazil