packet loss

[ScreenMonkey]

I'm having issues ever since last update i have been getting realy bad packet losses when i log in for about 5 mins and then it goes away i can play just fin and then like 20 mins i'll get it again for like 5 mins.  Any ideas?

[TSR-JoshuaM]

Please contact our support staff directly, we can go over various tests to find out where the issue is originating.  I'd like you to follow the instructions below as well and include the resulting eq2info.txt file

I need you to bring up a run dialog box. You can do this by pressing and holding the Windows key on your keyboard and tapping the R key.

In the box that pops up I need you to type cmd and press Enter (If you're using Windows Vista/7 press ctrl-shift-enter).

This is going to bring up an old “DOS box” don’t worry it’s just text.

You’ll need to type in the following commands one at a time. Remember to put spaces between all the words, unless there’s a special character like / or . in front of the word. Then you’ll want to keep that symbol and the word together.

If you’re having a lot of trouble you can also just copy and paste the text out of this email and into the DOS box.

These commands can take a while to run so please wait for the blinking cursor to appear since you won’t see any output to your screen. For the pathping commands you might even want to go grab some coffee, or a sandwich between lines.

 So, all set? Here’s the commands:

    ipconfig /all > c:eq2info.txt 

   tracert "your server".everquest2.com >> c:eq2info.txt

          (for example: unrest.everquest2.com, antoniabayle.everquest2.com or            

          freeport.everquest2.com)

   pathping "your server".everquest2.com >> c:eq2info.txt

          (for example: unrest.everquest2.com, antoniabayle.everquest2.com or            

          freeport.everquest2.com)

If you’re curious what you’re saving for us, try the commands again but without the >’s or the stuff after them. Go ahead, I’ll wait… Pretty confusing huh? Don’t worry I speak gibberish fluently and can translate it for you.

Ok now that you’re done with that, you’ll have a file on your hard drive called “eq2info.txt”. If you go into your hard drive you’ll find it right in the main folder. To get there, just do that Windows key and R trick from earlier, and type C: and press enter. The file will be in there. Just send that file into me, I’ll translate it and figure out what happened to your connection, then I’ll let you know. No worries it’ll be pretty painless, but we might need you to contact another company if it’s not something on your computer that’s doing this.

[ScreenMonkey]

i tried the first command and it said something about an error that it was a invalid command.

[TSR-JoshuaM]

ScreenMonkey wrote:

i tried the first command and it said something about an error that it was a invalid command.

You can copy and paste the commands, right click in the command prompt to select paste.

[ScreenMonkey]

ok copied and pasted it and now it says access denied.

[TSR-JoshuaM]

ScreenMonkey wrote:

ok copied and pasted it and now it says access denied.

Open the command prompt as an admin.

Another method to do so is clicking Start > Programs > Accessories > Right-click Command Prompt > Click Run as Admin.

Now paste the commands in once again.

[ScreenMonkey]

ok that worked now i got the text file.  Ok so what is the direct contact for soe support?  An thank you for being patient with me and walking me through the steps.

[TSR-JoshuaM]

ScreenMonkey wrote:

ok that worked now i got the text file.  Ok so what is the direct contact for soe support?  An thank you for being patient with me and walking me through the steps.

Follow the link in my signature on how to contact support.  You can open a ticket, use our live chat, or phone it in!

[ScreenMonkey]

ok i put the ticket in.  I tried the live chat but it kept telling me to pick a item under tech support but there was no other drop boxes to pick lol   and i got a response from a customer support asking me what issue i'm having even though i explained it in the ticket I opened...... joshua can you pick up my ticket since you have beenworking with me?

[TSR-JoshuaM]

What's your incident number?

[ScreenMonkey]

111005-000643

i have to leave and run some errands i hope you can figure something out thanks joshua.

[TSR-JoshuaM]

Going over your information it looks like data is not making it past your router.  My first suggestion is to bypass it altogether and plug directly in to your modem instead.  However, we do have more information on properly configuring your router but it is not something we can walk you through.

Sony Online Entertainment does not support the use of firewalls and proxies, including cable/DSL NAT routers, campus and office networks, or any type of Internet connection sharing services. However, in an effort to assist you in configuring your systems on your own, we would like to provide the following information which may help you in setting up your firewall to work with EverQuest II

EverQuest II Station Launcher and Patch Servers:

A TCP connection is initiated from a Station Launcher client port greater than 1023 to patch.station.sony.com port 7000. 

A UDP connection is initiated from the Station Launcher client port greater than 1023 to sdlaunchpad1.station.sony.com and sdlaunchpad2.station.sony.com port range 3016-3021 and 9700-9703. 

EverQuest II Patch: 

A TCP connection is initiated from the EverQuest II client port greater than 1023 to patch.everqeust2.com, abepatch.everquest2.com, laepatch.everquest2.com, or amspatch.everquest2.com at port 7010. 

Everquest II Game Client:

UDP connections are initiated from the EverQuest II client port greater than 1023 to servers on UDP ports 9100, and UDP ports in the range 32800-33000 

Additionally, ICMP messages type 0 (echo reply), 3 (unreachable), 8 (echo request) and 11 (expired) should be permitted bi-directionally between the client PC and the EverQuest II servers. 

EverQuest II Servers Subnets:

There are multiple IP addresses for the Patch and Station Launcher clusters, and they may change as the network demands, so check often using a DNS lookup tool if you provide a specific firewall rule for these services. The EverQuest II server IP addresses are currently in these subnets: 64.37.158.*, 199.108.2.*, 199.108.12.*, 199.108.202.*, 199.108.203.*, 195.33.135.* 

[ScreenMonkey]

i have gone directly into the modem and still i get the packet loss. 

[TSR-JoshuaM]

Have you had a conversation with your service provider to look over any existing issues with the line?

[ScreenMonkey]

ya they said the signal is comeing in just fine and they also had me do a speed test and i was getting a download speed higher then what i was paying for. At least from what they are saying.

I am installing eq2 on my roomies computer right now to see if it is gonna get the same issue on his.  Could it also be the ether net card or my cables?

[TSR-JoshuaM]

ScreenMonkey wrote:

ya they said the signal is comeing in just fine and they also had me do a speed test and i was getting a download speed higher then what i was paying for. At least from what they are saying.

I am installing eq2 on my roomies computer right now to see if it is gonna get the same issue on his.  Could it also be the ether net card or my cables?

It could be but I wouldn't have a way to pinpoint that short of you trying that other computer or switching the cable.

[ScreenMonkey]

the thing that realy has me baffled is i can play wow and go on the internet just fine with now issues.  its only eq2 oh and also ventrillo i have been realy high pings and have to reconnect every so often. 

[ScreenMonkey]

well joshua thank you for your help.  I went to my router unplugged it all made sure all my coords were unkinked and then plugged it back in and everything works perfect now.

[Tebos]

If you haven't done so already, turn off the power to your router and/or the gateway device from the service provider for 30 seconds.  Be certain that the battery is removed from the gateway device as well. Power those routers up and report back with your findings.

As a secondary measure, download, install and run combofix, malwarebyte's and superantispyware.  If you are running a 64-bit operating system, then disregard downloading combofix.  In addition, go to the WindowsSystem32ETC directory and look for a file called HOSTS.  It should be 1k file size.  Let us know!

[Tebos]

lol...You resolved the issue 30 seconds before I wrote! 

[TSR-JoshuaM]

ScreenMonkey wrote:

well joshua thank you for your help.  I went to my router unplugged it all made sure all my coords were unkinked and then plugged it back in and everything works perfect now.

Do any torrent'ing?  High number of connections to a router can overwhelm it and cause it to go haywire.  I think by default most consumer level routers experience issues or even cap connections at 512.  Not too much you can do here unless you are familiar with configuring your router or reducing the number of connections you take in manually.