Ok below is a conversation i have had with an agent, i know some of you will not believe this because you seem to have other ideas about this situation. But i ask you all to take a step back and just read it and forget about all other posts and problems you have had with SE customer service.
Just base your response of what is written below because i was certainly worried.
Ocean: Im having yet more problems with connection issues, will this problem be fixed?
SER James M: We are working on it.
Ocean: Some people are having problems downloading the update is this related to the R0 issues?
SER James M: Yes
Ocean: Is it guaranteed that the issues are on 3rd party servers and not yours?
SER James M: As I've stated already, it's an issue outside of our control.
Ocean: So we are relying on people from a totally different company to get these servers fixed?
SER James M: As the issue is with the backbone connections between Japan and North America, and not any of Square Enix's servers, yes, we are relying on those companies to fix their problems.
Ocean: What if they are unable to fix the problem?
SER James M: If it turns out to be something that they cannot fix then we will deal with it.
Like i said just read it as this is the first time you have.
EDIT - Spelling
Edited, Mar 13th 2007 6:41pm by Oceanabyss
Edited, Mar 13th 2007 10:53pm by Pikko
- Forums
- Final Fantasy XI
- General Discussion
- Possibly out of SE control
Possibly out of SE controlFollow
#2
Mar 13 2007 at 2:32 PM
It'll be fixed, I have no fear of that. It's just a matter of how long it will take that worries me.
#3
Mar 13 2007 at 2:34 PM
Thank you Asshandler for a very mature response, i dont want this thread to turn out like the others with everyone arguing about different things.
#4
Mar 13 2007 at 2:40 PM
If this is so, then the next Q. is, is SE pushing the people to fix the problem that is on their end?
All can hope they would, but how long will that take you all? If they don't, how fast can they get new ones? Will that mess with people who are fine and not R0ing?
(i atm don't have R0'ing problems..it seems to be a Cable/DSL problem, works find on dial-up).
All can hope they would, but how long will that take you all? If they don't, how fast can they get new ones? Will that mess with people who are fine and not R0ing?
(i atm don't have R0'ing problems..it seems to be a Cable/DSL problem, works find on dial-up).
#5
Mar 13 2007 at 2:43 PM
39 posts
Based on what the trace routes are saying, it looks like the problem is that one of SE's Servers cannot communicate with another of SE's servers. Also, if it were just a backbone issue, then it would be more likely that all users would be having this issue, unless it were intermittent, and then those that do have the issue would only be experiencing it sometimes. Without knowing exactly what the servers with these IP address actually do, we can't figure that out. However, again, based on traces, which track how the data gets from point A to point B, it looks like SE server #1 and SE server #2 cannot talk to each other.
This should have shown up on any connectivity tests that SE had done, and would not classify as "not detecting any problems at this time."
This should have shown up on any connectivity tests that SE had done, and would not classify as "not detecting any problems at this time."
#6
Mar 13 2007 at 2:43 PM
Thank you ************** for your response too.
You point out very valid points on the questions you have asked and i am hoping that they are pushing the company that are having problems quite a bit.
You point out very valid points on the questions you have asked and i am hoping that they are pushing the company that are having problems quite a bit.
#7
Mar 13 2007 at 2:47 PM
Kind of goes along the lines of this post.
http://ffxi.allakhazam.com/forum.html?forum=10;mid=1173728167212615030;num=40;page=1
Which is someone SE is paying so they have to power to ride them.
This post has been Brought to you by the letter R and the number 0
http://ffxi.allakhazam.com/forum.html?forum=10;mid=1173728167212615030;num=40;page=1
Which is someone SE is paying so they have to power to ride them.
This post has been Brought to you by the letter R and the number 0
#8
Mar 13 2007 at 2:48 PM
I understand Potatoboy.
What you said about unless it were intermittent, and then those that do have the issue would only be experiencing it sometimes. Without knowing exactly what the servers with these IP address actually do, we can't figure that out.
Im willing to accept that SE should not really pass out that sort of info as in how their servers are setup, is that what you mean in the above response?
What you said about unless it were intermittent, and then those that do have the issue would only be experiencing it sometimes. Without knowing exactly what the servers with these IP address actually do, we can't figure that out.
Im willing to accept that SE should not really pass out that sort of info as in how their servers are setup, is that what you mean in the above response?
#9
Mar 13 2007 at 2:50 PM
dniheb like i said i dont want this to turn out to be a arguing thread with is this true or not.
I would just like a mature response to what i have found out and written.
Edited, Mar 13th 2007 6:51pm by Oceanabyss
I would just like a mature response to what i have found out and written.
Edited, Mar 13th 2007 6:51pm by Oceanabyss
#10
Mar 13 2007 at 2:58 PM
Oh don't suggest that this problem might not be SE's fault, for the love of god don't do that. That's almost as bad as going to the WoW official forums, logging on to the shaman forum, and saying shaman are perfectly balanced the way they are (results in lots of shouts, gnashing of teeth, and tears).
Seriously though, I love how about half of Alla's users were quick to jump on SE for something that may just be as simple as two servers not being able to communicate (I don't know how simple that is to fix, please don't hit me dear techies). You have the SE fanbois, and then you have the "I Hate SE" bandwagoners. Ah well, such is life.
Seriously though, I love how about half of Alla's users were quick to jump on SE for something that may just be as simple as two servers not being able to communicate (I don't know how simple that is to fix, please don't hit me dear techies). You have the SE fanbois, and then you have the "I Hate SE" bandwagoners. Ah well, such is life.
#11
Mar 13 2007 at 3:01 PM
Thanks a lot Ocean, this post relieved a lot of my frustration.
Like the above posters have stated, it certainly will be fixed, but how long it may take is the issue.
Like the above posters have stated, it certainly will be fixed, but how long it may take is the issue.
#12
Mar 13 2007 at 3:04 PM
Nope lol i am not suggestion that none of this is SE fault by far.
The main purpose is to see other peoples responses and how they react when they have trust in SE to fix issues like this and are happy and believe what SE representatives have to say.
Edited, Mar 13th 2007 7:05pm by Oceanabyss
The main purpose is to see other peoples responses and how they react when they have trust in SE to fix issues like this and are happy and believe what SE representatives have to say.
Edited, Mar 13th 2007 7:05pm by Oceanabyss
#13
Mar 13 2007 at 3:25 PM
4 posts
This is what I got out of SE today:
ICR Terrence J.: The problem isn't anything you can solve your self. The problem lies with the provider your ISP goes through.
ICR Terrence J.: It's not your ISP's problem. The problem lies with the people they go through. They told you it isn't their problem because it isn't. Their networks are working fine.
Lindsay **: *bangs head on desk* who can I call to get some kinda help then? Who do I tell that something is wrong?
ICR Terrence J.: Us. As a consumer, you have no access to the company that is having problem. As an Information Center tech, I have no access to them. This is all something that needs to be handle by the people above us.
Lindsay **: Tell me what to do now.
ICR Terrence J.: Just wait it out. If you personally know someone who isn't having problems or have a friend who has Verizon, go bum their connection.
ICR Terrence J.: You can atleast use their connection to move your character.
Lindsay **: Ok, so whats so wrong with the Optonline connection then?
ICR Terrence J.: Nothing. It's just not working right now. The biggest company that is having absolutely no issues at all is Verizon. Most cable connections are having issues. Even mine
Lindsay **: Allright.. Can you atleast give me a number? 24 Hours? 9000?
ICR Terrence J.: I hope it's not that long. :/ We don't have an estimate, yet. As soon as we get one, we'll get PlayOnline Japan to put it on PlayOnline.
Quote:
ICR Terrence J.: The problem isn't anything you can solve your self. The problem lies with the provider your ISP goes through.
ICR Terrence J.: It's not your ISP's problem. The problem lies with the people they go through. They told you it isn't their problem because it isn't. Their networks are working fine.
Lindsay **: *bangs head on desk* who can I call to get some kinda help then? Who do I tell that something is wrong?
ICR Terrence J.: Us. As a consumer, you have no access to the company that is having problem. As an Information Center tech, I have no access to them. This is all something that needs to be handle by the people above us.
Lindsay **: Tell me what to do now.
ICR Terrence J.: Just wait it out. If you personally know someone who isn't having problems or have a friend who has Verizon, go bum their connection.
ICR Terrence J.: You can atleast use their connection to move your character.
Lindsay **: Ok, so whats so wrong with the Optonline connection then?
ICR Terrence J.: Nothing. It's just not working right now. The biggest company that is having absolutely no issues at all is Verizon. Most cable connections are having issues. Even mine
Lindsay **: Allright.. Can you atleast give me a number? 24 Hours? 9000?
ICR Terrence J.: I hope it's not that long. :/ We don't have an estimate, yet. As soon as we get one, we'll get PlayOnline Japan to put it on PlayOnline.
#14
Mar 13 2007 at 3:39 PM
I <3 Verizon FIOS.
Hey, I'd *better* get something good for my $45 per month.
Hey, I'd *better* get something good for my $45 per month.
#15
Mar 13 2007 at 3:58 PM
10 posts
It's interesting to know that has been some, albeit limited, progress towards finding the error that is causing this chaos. I think what is angering a lot of people, including myself, is how SE has chosen to handle this situation, which is why I would disagree with any comments about being relieved by this progress. Considering that it has taken SE five days to at last convey this slight progress, it is not very encouraging as to how long it untill take for 3rd party company to resolve the issue. While it is in the best interest of SE to have this problem fixed, will SE compensate the players of Vana'diel for their time lost and inconvenienced (to say the least)?
I'd personally feel a lot better if SE had released a statement saying that monthly dues will be refunded a prorated amount while we suffer this situation; if nothing else that tells me that they are that much committed to pushing this process along. This is probably wishful thinking considering SE, generally, doesn't even release a statement that there is a problem until 24 hours after the proverbial crap has hit the fan, and we are generally receiving all our information through other players, not related to SE, through another 3rd party source (allakhazam). However, I feel as if, and by all means if you disagree say so, that if SE is alleviating blame from their own servers (which is clearly the case, that it is actually not the fault of their servers), that they will also not take the losses of any kind in the form of compensation.
That is a bit of a maze that I just tried to paint for you to piece together I know, but does anyone have input from outside their technical support line that has shed some light on this topic; or any thing besides the risk of account de-activations as motivators?
I'd personally feel a lot better if SE had released a statement saying that monthly dues will be refunded a prorated amount while we suffer this situation; if nothing else that tells me that they are that much committed to pushing this process along. This is probably wishful thinking considering SE, generally, doesn't even release a statement that there is a problem until 24 hours after the proverbial crap has hit the fan, and we are generally receiving all our information through other players, not related to SE, through another 3rd party source (allakhazam). However, I feel as if, and by all means if you disagree say so, that if SE is alleviating blame from their own servers (which is clearly the case, that it is actually not the fault of their servers), that they will also not take the losses of any kind in the form of compensation.
That is a bit of a maze that I just tried to paint for you to piece together I know, but does anyone have input from outside their technical support line that has shed some light on this topic; or any thing besides the risk of account de-activations as motivators?
#16
Mar 13 2007 at 4:27 PM
10 posts
who honestly cares about the 14 bucks a month to playu this - let them keep it to keep servers up in the mean time people should be searching the web to find out which comapny or servers could be down -- someone has to find something out of the 1500000000 users we have
#17
Mar 13 2007 at 4:41 PM
10 posts
I care because SE cares. If we don't care, then SE doesn't have to care. In which case you're hoping for SE to approach this situation from an idealistic perspective, which is something they have not taken into consideration in the past. SE is a business offering a service. If a service can get away with offering low quality (not saying SE is or isn't), provide poor customer service (again, not saying SE is or isn't), or a poor response time to resolve problems (no disclaimer here) to save money, then gues what - they will. Businesses will cut as many corners as it is requried, especially international conglomerates, to increase their profits and lower their overhead. And this was just ONE aspect of what I was trying to say, so if you're going to pick at something, please address the entire argument.
#18
Mar 13 2007 at 5:04 PM
13 posts
Most companies you'll find don't release information regarding an error they have created. As to the comment that most of what we find out is from others players is true with any MMO because, well, we play the game. The DBA's and Devs and tech teams simply watch for flow errors that can cause a major disruption. If they on the back-end can not re-create the error then the standard reply is, "We show no problems." I've been a DBA for several years now and I can tell you with an application this size requesting information from several databases at one time A LOT of things can happen and not make sense. Each zone appears to be its own database hence the "downloading data" banner. Several people have changed IP addresses which can temp fix the problem but it only adjusts the fail-over from one server to the other. My team here has been trying every possible "connection solution" we can come up with to test and re-test what is happening and I can tell you this, it's more then just ISP problems. The databases themselves are showing a decay in data tx/rx through the pipe and the client is trying process the corrupted packets. Normally this type of problem is due to code. Either the roll-out or the following emergency update was flawed. As for people saying, "Well how come it worked for a couple days then the problems arise?" Easy, you put a database out for live activity and it will handle most problems throught the scripts in place. But once you being to fail over into other areas then the codes starts to compensate where it can. When using Oracle I ALWAYS design a clone dbase for fail-over so I can monitor the problem on the current dbase while providing a somewhat "fresh" dbase that is still stable and compare where the issues are popping up. Remember when you can SEND data to the server they see this interaction. But when you can't GET data "R0" that doesn't mean the server isn't sending it. It simply means the client is unable to process what is being sent or the data is being routed to a different port. The best thing SE could do was roll-back the updates. Unpatch the clients by sending the previous .dat files and figure out what the problem is on a NA/EU test server. Seeing how SE operates and how they are handling this tho, I seriously doubt that would happen.
#19
Mar 13 2007 at 5:06 PM
I talked to that 'agent' today too.
#20
Mar 13 2007 at 5:18 PM
Quote:
who honestly cares about the 14 bucks a month to playu this
*I* care.
You cannot post in a locked topic!
Recent Visitors: 281
All times are in CST
Anonymous Guests (281)
- Forums
- Final Fantasy XI
- General Discussion
- Possibly out of SE control
© 2024 Fanbyte LLC