NA server - connection timed out

fastc6 · February 2020

For last 3 or 4 days I have only been able to login once and I've tried MANY times. Opened support ticket but just got sent the stock troubleshooting tips and I'd already tried all of them. I've also searched for how others have fixed this problem but nothing has worked for me. I can connect to Europe server but that doesn't help me. Below is the info I sent when opening the ticket. The reinstall problem mentioned in it went away the next time I opened the game. Any help would be appreciated.

Thanks,
Ken
========
In the past 3 days I have only been able to connect to the game one time. The rest of the time when trying to connect to the NA server I get a variety of error messages such as: "Connection to server timed out", "Could not retrieve announcements" and "An unexpected internal error has occurred".
I have tried the troubleshooting tips listed in the support articles such as power cycling all equipment and changing DNS servers to 8.8.8.8 but they have not solved the problem. Internet browsing and all other games work without a problem. I just tried deleting the game from my PS4 Pro and reinstalling it. The reinstall is now stuck at Game Update 81%.

pathping results to the NA server are:
Tracing route to 198.20.198.110 over a maximum of 30 hops

0 Main [192.168.2.195]
1 192.168.2.1
2 192.168.1.254
3 8.42.178.1
4 ae-40.a00.atlnga05.us.bb.gin.ntt.net [168.143.232.245]
5 ae-2.r03.atlnga05.us.bb.gin.ntt.net [129.250.4.221]
6 ae-4.r20.atlnga05.us.bb.gin.ntt.net [129.250.5.209]
7 ae-4.r22.asbnva02.us.bb.gin.ntt.net [129.250.4.165]
8 ae-7.r06.asbnva02.us.bb.gin.ntt.net [129.250.2.121]
9 ae-1.a02.asbnva02.us.bb.gin.ntt.net [129.250.5.192]
10 165.254.191.122
11 po111.bs-a.sech-iad.netarch.akamai.com [209.200.144.194]
12 a72-52-1-199.deploy.static.akamaitechnologies.com [72.52.1.199]
13 ae120.access-a.sech-iad.netarch.akamai.com [209.200.144.197]
14 * * *
Computing statistics for 325 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Main [192.168.2.195]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.2.1
0/ 100 = 0% |
2 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.254
0/ 100 = 0% |
3 2ms 0/ 100 = 0% 0/ 100 = 0% 8.42.178.1
0/ 100 = 0% |
4 21ms 0/ 100 = 0% 0/ 100 = 0% ae-40.a00.atlnga05.us.bb.gin.ntt.net [168.143.232.245]
0/ 100 = 0% |
5 28ms 0/ 100 = 0% 0/ 100 = 0% ae-2.r03.atlnga05.us.bb.gin.ntt.net [129.250.4.221]
0/ 100 = 0% |
6 31ms 0/ 100 = 0% 0/ 100 = 0% ae-4.r20.atlnga05.us.bb.gin.ntt.net [129.250.5.209]
0/ 100 = 0% |
7 36ms 4/ 100 = 4% 4/ 100 = 4% ae-4.r22.asbnva02.us.bb.gin.ntt.net [129.250.4.165]
0/ 100 = 0% |
8 36ms 0/ 100 = 0% 0/ 100 = 0% ae-7.r06.asbnva02.us.bb.gin.ntt.net [129.250.2.121]
0/ 100 = 0% |
9 36ms 1/ 100 = 1% 1/ 100 = 1% ae-1.a02.asbnva02.us.bb.gin.ntt.net [129.250.5.192]
0/ 100 = 0% |
10 37ms 0/ 100 = 0% 0/ 100 = 0% 165.254.191.122
100/ 100 =100% |
11 --- 100/ 100 =100% 0/ 100 = 0% po111.bs-a.sech-iad.netarch.akamai.com [209.200.144.194]
0/ 100 = 0% |
12 --- 100/ 100 =100% 0/ 100 = 0% a72-52-1-199.deploy.static.akamaitechnologies.com [72.52.1.199]
0/ 100 = 0% |
13 --- 100/ 100 =100% 0/ 100 = 0% ae120.access-a.sech-iad.netarch.akamai.com [209.200.144.197]

Trace complete.

Squidgaurd · February 2020

oh my god you too man for me its been going on for a month now every day eithout fail i will be logged off randomly every day without fail its annyoing like il get to a fight in cyrodill leap someone and bam instakick then bam cant loging cuz im apparently still logged in. even in overworld its cancerous as hell. vent over tldr; crash back to login screen daily mutliple times.

Squidgaurd · February 2020

never mind my issue is different

ZOS_Bill · February 2020

@fastc6

Would you be able to post your current ticket number?

With your ticket we can check to see what has been advised so far.

fastc6 · February 2020

Here you go: 200131-001850.

Thanks for looking into it. Last response I had was that they were escalating the ticket. It is driving me nuts. The few times I had the connection timed out issue in the past it went away after waiting a little while. Not this time, still can't log in.

fastc6 · February 2020

BTW, I said "Opened support ticket but just got sent the stock troubleshooting tips" after the first response on the ticket. To leave it at that isn't fair to the team working the ticket. While nothing they've suggested has helped they responded in a timely manner to the original ticket and to my follow-ups and escalated the ticket when it became obvious the standard troubleshooting tips weren't helping. I think the tier 1 support folks handled this as well as can be expected and I appreciate the timely responses.

ZOS_Bill · February 2020

@fastc6

Thank you for the ticket number. I've sent you a message with the latest on your ticket.

fastc6 · February 2020

Thanks!

fastc6 · February 2020

To follow up on this, if I connect using VPN I can log on to the NA server so it appears to be a Playstation or ISP issue.