21 réponses à ce sujet

[Rob Bartel]

Hi everyone - to help coordinate the clutter, I'm creating a series of official sticky threads covering major issues.

This
is the official thread for any issues that are preventing you from CONNECTING or LOGGING INTO the game. If you're experiencing such an issue or have a
solution to such an issue, please post and discuss it here.

Thanks!

TIPS:

• It appears that most of these issues are being caused by EA servers being blocked by various Spyware / Adware blockers such as Norton, PeerBlock, and Spybot Search & Destroy. Look through the list of blocked sites and unblock any sites ending with ".ea.com". If you don't know how to do this, post the name of your anti-virus software and ask for help from other users.
• This can also be driven by your Windows HOSTS file in %windir%\\System32\\drivers\\etc - as with the Spyware / Adware blockers, delete any entries ending with ".ea.com".

UPDATE: March 11, 10:45 pm MST

• For those experiencing drive-related errors, these should now be fixed in the 1.01 BETA patch.
• We do experience the occasional regional outage and tonight we'll be replacing a piece of server hardware that's been giving us some trouble. In general, however, these outages are brief and temporary in nature - they definitely don't explain the persistent inability to connect that some of you are experiencing.
• For those comparing to Dragon Age: Origins, we did swap over to new online technology for DA2 so it's not going to  be a useful comparison. For those unable to connect in DA2, can you tell me if that was also the case for the demo? What about other EA titles from 2011?

At this point, our best research suggests that the remaining login issues are related to firewalls, blocked ports, and interference from anti-virus software. The fact that a number of you have had success on that front is encouraging. We're going to continue to investigate this, however, as it's important that we get everyone up and running.

Thank you for your continued patience!

Modifié par Rob Bartel, 12 mars 2011 - 05:42 .

[Rob Bartel]

Hi everyone. Thanks for working together to try to find solutions. We're not out of the woods yet but here are a few updates:

• For those experiencing drive-related errors, these should now be fixed in the 1.01 BETA patch.
• We do experience the occasional regional outage and tonight we'll be replacing a piece of server hardware that's been giving us some trouble. In general, however, these outages are brief and temporary in nature - they definitely don't explain the persistent inability to connect that some of you are experiencing.
• For those comparing to Dragon Age: Origins, we did swap over to new online technology for DA2 so it's not going to be a useful comparison. For those unable to connect in DA2, can you tell me if that was also the case for the demo? What about other EA titles from 2011?

At this point, our best research suggests that the remaining login issues are related to firewalls, blocked ports, and interference from anti-virus software. The fact that a number of you have had success on that front is encouraging. We're going to continue to investigate this, however, as it's important that we get everyone up and running.

Thanks you for your continued patience!

[Rob Bartel]

I just wanted to check in with this thread to see if anyone is still having login and authentication issues now that the 1.03 patch has been out for a couple of weeks. We've got some new DLC coming soon and I want to make sure that everyone's systems are in a good state so we can avoid any unnecessary login & authentication issues when it finally arrives.

Thanks,
Rob

[Rob Bartel]

For those of you still struggling to connect, please list any antivirus software installed on your machine as that may help us connect the dots.

Thanks,
Rob

[Rob Bartel]

Ryo Bondiko wrote...

I am really out of ideas. How can something like this happen after working out for month, without me changing anything about my system? And how is it possible that ME2 can still manually connect, but DA2 can't?

Antivirus software is updating in the background on a fairly regular basis (which is important to ensure your computer remains protected). We're not sure yet if that's the cause here but it would certainly explain how the behavior could work one month and not the next, with no discernable change occurring in-between.

We're continuing to investigate. One thing that you could do for us would be to go to your Windows command line and type "ping gosredirector.ea.com" - if that fails, it suggests that something is blocking access to our servers. If it succeeds (which I suspect it will in many of your cases), that suggests that something spooky is going on and your inability to connect is somehow limited to the game itself.

Thanks,
Rob

[Luke Barrett]

On the off chance that there is some error with one of the hops you are connecting through I would suggest trying a tracert instead of ping and see if any of them time out. Does the error occur instantaneously or does it take a few seconds?

'tracert' is the command for running a trace route, it's similar to a ping except that it follows a data package from your IP through each hop to it's destination. In this case type "tracert gosredirector.ea.com" in to your command prompt.

[Luke Barrett]

I figured it wasn't going to help but it's always worth a shot (plus learning how tracert works is, imo, quite a useful PC tip as it lets you bypass DNS issues when websites switch IPs)

Double check to make sure your password is being saved correctly as some users here have reported that an incorrect saved password produces this same error. This could happen if you changed the password to your account via the web interface I believe. In the mean time we'll continue working with EA as well as the community to try to fix this issue.

Modifié par Luke Barrett, 20 juin 2011 - 11:15 .

[Rob Bartel]

We believe we've identified the cause of the [3;800f0000(SDK_ERR_DISCONNECT_OVERFLOW)] issue. There are approximately 150 users out there who have uploaded more 30 character profiles to the social site. As soon as they upload their 31st character, the game enters a state where it now fails to synchronize when logging in, causing the login process to abort with the Disconnect Overflow message.

We're working on a variety of solutions to this on the server-side and here on the social site and we intend to have it corrected in time for the launch of our upcoming DLC. You may see some temporary server downtime as we tinker with the server settings and we'll post a notice if that's the case (obviously, people who already can't connect won't notice). Also, we may need to delete some of your character profiles to get you back up and running so we apologize for that in advance.

For those of you who have created a lot of characters but are still able to connect, we encourage you to go to your Options>Account screen and ensure that the "Upload Character Profile" checkbox is unchecked. That should prevent you from reaching this particular state. Sadly, it doesn't correct the issue for those of you already affected.

Thanks for your patience and your assistance,
Rob

[Rob Bartel]

We took the servers down briefly and capped the number of character profiles at 25. Users already over this cap will not be able to add new ones but we haven't yet taken the step of culling profiles from affected users.

[Rob Bartel]

FYI - We sent out a further round of password updates last night, just to further tighten account security in the wake of last week's hacking attempt against the old NWN servers. Our GM, Aaryn Flynn, has posted an update here - http://social.biowar...index/7664680/1

So, at this point, that's the most likely cause of newly emerging login disruptions and is unrelated to the server downtime and the actual character profile / login bug we're currently working on. Sorry, I know it's a little confusing. I'll keep this thread posted with any updates regarding the actual bug.

Thanks,
Rob

[Rob Bartel]

We'll be running a script on the servers later today that should correct the issue for those affected by it. We expect it to be approximately a two-hour process and the servers will stay up throughout. I'll post once the process is complete but the effect should be immediate as soon as we make the changes to your account.

Once the process is complete, we can get a sense of who, if anyone, is still unable to log in. From there we can start digging into the error messages showing up in the logs of those users. According to our records, this server script should resolve the issue for approximately 150 users.

Thanks for your patience,
Rob

[Rob Bartel]

The script has done its work and the issue should be corrected. If you've been having trouble logging into your game, please re-attempt and let us know the result.

If you're still unable to log in, please look through your log files (and scroll down to the bottom to get the latest data) - there'll be a block of lines that looks something like the following:

OnlineFeatures::BlazeStateEventHandler::onBlazeStateChange 11 -> 3 (error 800f0000)
OnlineFeatures::OnDisconnected
OnlineFeatures::OnError
Error You have lost your connection to the Dragon Age servers. You will be unable to access online features of the title until you connect again. [3;800f0000(SDK_ERR_DISCONNECT_OVERFLOW)]

Please post that block of text and we can start looking for patterns in the error codes still being reported.

Thanks,
Rob

Modifié par Rob Bartel, 28 juin 2011 - 05:52 .

[Rob Bartel]

Myrika - I sent you a private message requesting your log file but that may not be necessary. We looked into your account and confirmed that you still had too many character profiles. We went ahead and culled a few so, in theory, you should now be able to log in (please confirm).

We're investigating why your account didn't get caught by our automated script and if there are any other cases that might have similarly been overlooked.

Thanks and, for everyone reporting success, it's music to my ears. =o)

Cheers,
Rob

[Rob Bartel]

Glad to hear it, Myrika - we've now caught and corrected another ~100 accounts that slipped through our net.

Anicra, yours looks to be a different issue. We're investigating that 40010000 error to see what's up.

Thanks,
Rob

[Rob Bartel]

The 40010000 error is a generic failure error and doesn't provide a lot of additional info. I've sent you a private message with further instructions. In the meantime, try AgentX's recommendation and report back.

Thanks,
Rob

[Rob Bartel]

Thanks for the update anicra and glad you're back up and running! The password resets that went out in the wake of the old NWN forum hack occurred at an unfortunate time (is there ever a good time for that sort of thing?) and have definitely added to some of the confusion.

So, at this point, it appears that everyone can log in as intended, which is very good news. No doubt there are still a few people out there experiencing issues. If so, please post to this thread and we'll do our best to follow up.

Also, note that I'll be out-of-office July 4-7 and won't be as active on these forums during that period.

Thanks again everyone - it feels good to have this issue corrected.

[Rob Bartel]

CressE, drik2, and Somniloquist - thanks for posting and and I'm sorry to hear that there are still some of you having troubles logging in.

First off, we recommend that you DON'T uninstall / reinstall the game as it will remove the authentication for your DLC - because you're unable to reconnect, you won't be able to reauthorize and you'll therefore lose access to it and any save games created with it.

We do recommend looking at your Windows Hosts file and your antivirus software's server blacklist to ensure that access to any ea.com sites isn't being blocked. Some users have gone as far as to uninstall their antivirus software temporarily to see if that's the source of the problem.

Also, try resetting your password to see if that corrects the issue. In the wake of the hacking attempt made earlier in the month, we did reset a bunch of passwords to help secure your accounts. We've had some cases where that's corrected the issue.

And please post the relevant portion of your log file, showing the error code that you're experiencing. That can be useful to us in some cases.

Note that tomorrow (July 1) is a holiday here in Canada. Also, I'll personally be away for much of next week. That said, there'll be people looking into the issue on this end, even if I'm not here to relay the details.

[Rob Bartel]

Thanks for the continued reports, everyone, and to EA_AgentX for the assistance.

Here's the list of still-affected users:

• Somniloquist (EA_AgentX has been able to successfully log in with your account so it's likely tied to software interference as he suggests).
• traymack77 (able to login but content shows as unauthorized - technically a separate issue but continue to follow-up with EA_AgentX on it. The likely culprit is that you're logging into the game and the website with different accounts).
• shibbyg34
• badas43
• Tiruin

We'll investigate on our end and see if we can find anything. For your part, please follow EA_AgentX's advice regarding possible software interference. Please report back once you're up and running.

Cheers,
Rob

[Rob Bartel]

Yes, if any ea.com servers are being blocked in the Windows HOSTS files, that will result in you being unable to connect. Thanks for reporting back, Tiruin, and I'm glad to hear you're back up and running.

[Rob Bartel]

Khan, you've tried resetting your password?

[Rob Bartel]

MrMuse wrote...

Sorry if it's already posted but I have a different error message for not connecting to server. "This drive is not ready, its door may be open or it may already be in use. Please check drive A:" or something like that. Well erm..there IS no drive A: on my computer. The game works fine other than that there is no connection to server with it.

This was an issue for some users immediately after the launch of the game and was corrected by the 1.01 PC Patch that was released within the first week after launch. We're currently on Patch 1.03 - update to that and this issue should disappear.

[Rob Bartel]

The log file should be in your /My Documents/BioWare/Dragon Age 2/ directory. It's usually in the Logs subdirectory and is called DragonAge_1.log.

The behavior you're experiencing is clearly abnormal (if this were a common issue, there'd be people with torches and pitchforks pressed against my office window!). We'll do our best to work with you to identify and address the problem. Copy and paste the error code from your log file and that should help us dig a little deeper.

DazzyD, can you describe the specific issue you're encountering? Also, what patch are you using? What edition of the game do you have? If it's a download edition, who did you download it from (EA Origin, Steam, etc).?

Thanks,
Rob