NC Support OP

Request #3791754
Disconnected From Server (1000)(132,10054)


Viegraf Saturday at 22:38
Experiencing an issue whereby during any loading screen beyond the first, there is a large chance for me to "disconnect" from the server despite >none of my other internet-based applications experiencing an interruption.< I do not have Razer or ASUS services running on my computer This issue appears to be widespread, as there's a 13 page forum thread about it.

Here is a list of all running services on my Computer, if needed
AdaptiveSleepService
AMD FUEL service
AppHostSvc
Appinfo
AudioEndpointBuilder
Audiosrv
avast! Antivirus
BFE
BITS
BrokerInfrastructure
Browser
bthserv
CertPropSvc
CryptSvc
DcomLaunch
DeviceAssociationService
Dhcp
DiagTrack
Dnscache
DPS
EventLog
EventSystem
FontCache
gpsvc
hidserv
IKEEXT
iphlpsvc
LanmanServer
LanmanWorkstation
lmhosts
LSM
MMCSS
MpsSvc
NcbService
NcdAutoSetup
Netman
netprofm
NlaSvc
nsi
PCASvc
PlugPlay
Power
ProfSvc
RPCEptMapper
RpcSs
RtkAudioService
SamSs
Schedule
SecureLine
SENS
SessionEnv
ShellHWDetection
Spooler
SSDPSRV
Steam Client Service
stisvc
SynTPEnhService
SysMain
SystemEventsBroker
tbaseprovisioning
TermService
Themes
TimeBroker
TrkWks
UmRdpService
Wcmsvc
WdiServiceHost
WinHttpAutoProxySvc
Winmgmt
WlanSvc
WMPNetworkSvc
wscsvc
Wsearch
wudfsvc



Jon Sunday at 02:53
Hello there,

To start, I would like to get some basic information about your hardware and drivers so we can see how you are running the game. To do this, we use a Windows command called ""DxDiag."" To run Dxdiag:

Type the Windows key + ""R"" and type in ""dxdiag"" (without the quotes) in the Run Window.
When the window for ""Dxdiag"" appears, click the button labeled ""Run 64-bit Dxdiag.""
Note: If you are running Windows 8, you will not see this button and so you can move to the next step.
Once loaded, click the button ""Save All Information."" You will want to save the file to your Desktop.
Once saved, I would also like to review your running processes with a program called Hi-jack this:

Download and run HijackThis from the following link:
http://sourceforge.net/projects/hjt/

Click the “Do a system scan and save a logfile” button.
Once the scan is complete, a text logfile will appear in Notepad. Save this file to your Desktop.
Once completed, please attach both files to your reply.

Regards,

Jon
NCSOFT Support Team


Viegraf Sunday at 12:53
Here are the requested files

hijackthis.log (10 KB)
DxDiag.txt (80 KB)
Avatar
Connie Sunday at 13:00
Hello,

Thanks for the reply.

Let's start by preventing programs from automatically starting with Windows, then repairing some Winsock entries. To do this:

Press and hold the Windows key and then hit the R key. This should bring up the Run dialog box.
Type ""MSCONFIG"" without the quotes, and click ""OK."" This should open the System Configuration Utility.
Click on the ""Services"" tab and check the ""Hide All Microsoft Services"" check box near the bottom, then click the ""Disable All"" button. (You MUST click ""Hide all Microsoft Services"")
Next go to the ""Startup"" tab and click the ""Disable All"" button.
Once these items are all disabled, click the ""OK"" button and you will get a prompt to restart your computer. Please restart your computer.
Once you return to Windows, use the following instructions to clean up Winsock entries:

Click the ""Start"" button to bring up the Start Menu.
Type in CMD into the ""Search programs and files"" field but do not hit enter. Doing this will change your start menu to show the program ""cmd.exe.""
Right-click on ""cmd.exe"" and select ""Run as Administrator.""
Type ""netsh winsock show catalog >C:\LSP.txt"" without the quotes. This will save a file to the root of your C drive called LSP.txt. Please attach that file to this ticket. (We would like this report even if the issue is resolved)
Once complete, type ""netsh winsock reset"" without the quotes. When the command is completed successfully, a confirmation appears, followed by a new command prompt line.
Once completed, please try running Blade and Soul again by ""right-clicking"" on ""Blade and Soul.exe"" and selecting ""Run as Administrator.""

Should this not resolve the issue for you, could you please provide us with an updated Hijack This report so that we have the most up to date information regarding your system since these changes were made?

Regards,

Connie
NCSOFT Support Team



Viegraf Sunday at 14:07
The issue is not resolved, "disconnect" occured when attempting to enter Yehara's Mirage

LSP.txt (20 KB)
hijackthisNEW.log (8 KB)


Viegraf Sunday at 14:08
Also, due to the nature of the program, Avast! Antivirus would not allow me to disable it during startup



Connie Sunday at 15:52
Hello there,

Thank you for getting back to me on this issue. You may want to consider temporarily disabling or uninstalling Avast in order to rule this program out as the issue.

Antivirus and firewall software play an important role in your computer security. They help protect your computer from viruses, malware and spyware infections. However, when protecting your computer, they can prevent legitimate programs or games from installing, updating or running. Disabling or temporarily uninstalling your security software can help resolve these conflicts.

Note: Some security programs will continue to partially run even when disabled. They may require full uninstallation or reconfiguration to resolve. ESET maintains a comprehensive list of common antivirus uninstallation tools on their website (http://kb.eset.com/esetkb/index?page=content&id=SOLN146).

If you are not comfortable configuring or uninstalling your security software, please contact your security software's technical support department for assistance. They may also be able to help you configure their product to not interfere with future game installation and patching.

Regards,
Connie
NCSOFT Support Team



Viegraf Sunday at 16:31
Uninstalling Avast! has not resolved the issue. (And for the record, this isn't an installation or patching issue, and Avast! has never given me an issue of that variety)



Jp Sunday at 18:34
Hello there!

To help us better understand the cause of this issue, please send us the following information about your network setup:

To start, please send us the following information about your client and network setup:

What realm/server are you experiencing this issue on?
Do you use DSL, cable, dial-up, satellite, or another connection method?
Do you use any routers, hubs, or switches? If so, could you tell us the make and model of that equipment?
Does your computer connect wirelessly, or does it use an Ethernet cable for connectivity (quick tip: If you're connecting wirelessly, please try a wired connection)?
Who is your Internet service provider?
Where are you located? Your city and state/province would be helpful.
Are you on a home, campus, business, or military network?
Do you use any Internet Security Applications (ISA) or firewalls such as CYBERsitter, ""Net-Nanny,"" ZoneAlarmr, McAfeer or NortonT?
Additionally, I would like you to use a free-trial program called PingPlotter Standard that may be of some use to us in determining the health of your Internet connection while installing or downloading Blade and Soul. What this program will do is graph your Internet connection so we can visually see your connection to the Blade and Soul servers. This will help determine if the downloading issue is coming from your network, a data center in-between or if it's coming from the Blade and Soul servers themselves.

You can find the program and information on how to use it at http://www.pingplotter.com/download.html

Please download and install the Standard version of PingPlotter. Run the program and in the upper left corner you will see an """"Address to Trace"""": section.

In that field type in the following IP depending on if you are on an NA or EU server:

North America: 64.25.35.100

Europe: 206.127.148.16

Once the IP is typed in, click on the Trace button. Please allow the tool to run for at least 30 minutes even if you are unable to install, patch, or play. Once you have at least 30 minutes of data, please switch over to PingPlotter and click on the Stop button.

(NOTE: Please run the PingPlotter report during the time that you are experiencing this issue. So if you are experiencing lag or being disconnected in game, please run the report during these times if this is your issue.)

Next, click on File -> Save Sample Set and save the file to your computer in a location that will be easy to find, such as your Desktop. Then please update your incident at the provided link and attach the report.

We look forward to hearing back from you.

Jp
NCSOFT Support Team



Viegraf Sunday at 18:47
1. Mushin and Soha
2. As far as I'm aware, DSL
3. Various
4. Wireless, Wired not available
5. Bell
6. (A Place)
7. Home network
8. Avast!

I will use Ping Plotter at a later time.


France Sunday at 20:26
Hello there,

Thanks for sending us the information, for us to further assist you regarding the issue,  kindly provide us the requested Ping Plotter file.

We look forward to your reply.

Regards,

France
NCSOFT Support Team



Viegraf Sunday at 21:15
Here is the requested Ping Plotter file. I have also included a Packet capture I made while the error occurred. I filtered all traffic but non-ICMP (because Ping Plotter was running) traffic to 64.25.35.100 . To my surprise, I actually send an RST packet to the server when the error occurs. I can't think of any reason why the client would do this, could it be GameGuard?

64.25.35-100.ncsoft.com.pp2 (10 KB)
B&S DC error RST.pcapng (100 KB)
Avatar
Asch Yesterday at 02:51
Hello There,

The issue that you are reporting may be due to a problem with the DNS provided by your Internet Service Provider (ISP). Please try the steps in the following link to override your current DNS settings and use Google's Public DNS.

Using Google Public DNS
http://code.google.com/speed/public-dns/docs/using.html

Once done, please follow the steps below to clear the DNS cache.

Press and hold the Windows key and press the R key. This should bring up the ""Run"" dialogue box.
In that box, type ""cmd"" without the quotes, and click the ""OK"" button. A DOS window should open.
Enter the following command below and press enter: ipconfig /flushdns
This should clear your DNS cache. You may need to perform this command a few times.

If this resolved the issue you will need to contact your ISP in order to have the issue resolved. Using a DNS that is not provided by your ISP may lead to slow connection issues.

Regards,
Asch
NCSOFT Support Team



Viegraf Yesterday at 13:18
This did not resolve the issue, as it is not a DNS problem. The last DNS request sent by the game client was about 4 and a half minutes before the crash. The 4 responses to that query had TTL values of 16 seconds,16 seconds, 0 seconds, and 46 minutes. If this were a DNS issue, don't you think I'd have problems logging in, or starting the initial connection to the server? My issue only occurs when I am already in game, and only on loading screens when encountering load lines in game. Once again, when the error occurs, my client is sending a CONNECTION RESET packet to the server, so my client is ACTIVELY STOPPING MY CONNECTION to the game server. My guess is that Game Guard is assuming that if a file takes too long to load then something else is using it so GG abandons the session.



Juliann Yesterday at 20:41
Hello.

Thank you again for contacting us.

Please try a repair of the game installation. To do this, start the launcher by double clicking on your desktop. If you have not set the launcher to stop automatically starting the game, will automatically open. Go ahead and close the game client once it's loaded and return to the launcher.

Click "Settings."
Click "No" for the option "Start game automatically."
Click "Confirm."
Once completed, click "File Repair" and allow the repair process to complete.

Please do not hesitate to contact us should you have any additional issues, questions or concerns.

Regards,
Juliann
NCSOFT Support Team



Viegraf Yesterday at 22:38
File repair had no effect



Ronaldo Today at 00:44
Hello,

Thank you for providing us with this report.

At this time, I would suggest trying to connect to Blade and Soul through a VPN from the list below. These will not change anything on your PC, nor will they change the server connection on our end. All a VPN does is change the middle men or the "route" your data takes to reach our server. So if your current connection looks like this:

PC -> Router -> Modem -> ISP -> Data Center -> Data Center -> Data Center -> Data Center -> Data Center -> Data Center -> Blade and Soul Server

A VPN connection would look like this:
PC -> Router -> Modem -> ISP -> VPN server -> VPN server -> VPN server -> VPN server -> VPN server -> VPN server -> VPN server -> Blade and Soul Server.

If this helps, then you just proved this has nothing what so ever to do with your hardware or the Blade and Soul server but with how your ISP is routing your data to that server. Below I have provided you with a few links to VPN applications which offer free trials. This would allow you to at least test this connection and see if you have improvement and if it does improve, you can use that information to make a reasonable argument to your ISP that it's their routing that's the problem.

Those are:
www.wtfast.com
www.pingzapper.com
www.battleping.com
www.lowermyping.com
www.smoothping.com

Note: While using a VPN is a useful service, it is not supported by NCSOFT in anyway. Furthermore, please be aware that if you access the account from or attempt to add these proxies to your authorized IP list, the account may be blocked and subject to review especially if the proxy you use has a history of suspicious activity. Lastly, customers are advised to use them at their own risk.

Please do not hesitate to contact us should you have any additional issues, questions or concerns.

Regards,

Ronaldo
NCSOFT Support Team



Viegraf Today at 01:36
The routing is just fine. The CONNECTION RESET PACKET my client is sending to the server when the disconnect occurs is routed just fine. Adding a VPN into the mix will change the route the packet will take, but will not change the fact that MY CLIENT is sending a packet to TERMINATE THE CONNECTION TO THE GAME SERVER.

If your policies demand that I do everything you suggest, then I will try later. I get the feeling I already know what the result will be.



Arvin Today at 02:28
Hello there,

Thank you for the reply. We're very for the inconvenience, but please update us if the issue still persists.

Regards,
Arvin
NCSOFT Support Team