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Loading faces stuck
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Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#1 - 2016-03-09 22:03:02 UTC
So I am filling my support ticket for third time during last 9 days and this is what I get:

An unexpected error occurred while submitting your bug report. Please try again later.

I have to give notice that this service is busted for last 7 days +

I did try to write here to explain my problem "socket closed and not being capable to play game for more than few seconds issue", but I have a good news. I dont have it any longer since I cannot log into eve online any more really, game simply gets stuck in loading faces phase, sometimes before faces get loaded, sometimes after clicking one of them. I would really apriciate any dev response or any constructive advice for this. I got eve reinstalled few times, I got my windows reinstalled, I switched port. My friend who plays in same house but on different machine has not any issues with playing Eve.
Helios Anduath
The Scope
Gallente Federation
#2 - 2016-03-09 22:05:04 UTC  |  Edited by: Helios Anduath
Then they will have 3 bug reports then. According to CCP Darwin they should still have the bug report as it is just a web issue:

CCP Darwin wrote:
If you got this message submitting a bug report on the website, the bug report is in fact in our system despite your receiving that message. Our web team is working on getting this resolved.


EDIT: also, bug reports are NOT how you get support - you need to be making a petition.

Re. Socket closeds, have a read of this post for info on how to diagnose them.

Re. your new issue, please can you provide more details?

  • Have you tried using the repair tool? (repair.eve in the client directory)
  • have you tried verifying your shared cache? (E menu top right of the new launcher, "Shared Cache" option, click "verify")
  • Does anything interesting show in Loglite when you start the client with logging? (E > "settings" > tick "run Clients with logging" and then E > "Start Loglite" before starting the game.)
  • have you made any changes to hardware/drivers recently? Have you tried updating graphics drivers?
Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#3 - 2016-03-11 05:13:33 UTC  |  Edited by: Hatori Roku'dan
Repair tool didnt make any difference. Cache removed, no difference.

I got few updates, it looks like few people have same issue like me:

https://forums.eveonline.com/default.aspx?g=posts&t=469125

http://www.eve-search.com/thread/469128-1

https://www.reddit.com/r/Eve/comments/45f2ig/stuck_at_authentication/

with the difference that re-opening launcher doesnt fix it

only ISD response I found there is this one:

ISD Max Trix
While not being able to login is understandably frustrating, ranting is not permitted.
Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#4 - 2016-03-11 05:55:09 UTC
In the end veryfying + running with loglite made the difference, hopefully this will be final fix. Thanks to helios for pointing it our. Verificatin removed one file.
Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#5 - 2016-03-11 06:22:22 UTC  |  Edited by: Hatori Roku'dan
So I am back to be capable to log in for 5 minutes or so. Loglite:

info 2016-03-11T06:13:40 3940 C:\EVE\SharedCache\tq\bin\exefile.exe DAWN-PC svc gameui Received OnDisconnect with reason= 0 and msg= The socket was closed


error 2016-03-11T06:13:40 3940 C:\EVE\SharedCache\tq\bin\exefile.exe DAWN-PC svc gameui GameUI::OnDisconnect 0 The socket was closed


EXCEPTION #5 logged at 11/03/16 06:14:01 : Failed to register disconnect

EXCEPTION #6 logged at 11/03/16 06:17:18 : Exception during soft clock sync
Helios Anduath
The Scope
Gallente Federation
#6 - 2016-03-11 10:28:30 UTC  |  Edited by: Helios Anduath
Hatori Roku'dan wrote:
In the end veryfying + running with loglite made the difference, hopefully this will be final fix. Thanks to helios for pointing it our. Verificatin removed one file.


No problem and Loglite shouldn't be needed to get it going now - it is more a diagnostic step. It was probably the verififcation that fixed it.

Hatori Roku'dan wrote:
So I am back to be capable to log in for 5 minutes or so.


OK, with the socket closed issues, can you post a screenshot of a pingplotter running to client.eveonline.com during a disconnect event please and we can go from there.
Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#7 - 2016-03-12 22:47:21 UTC
http://imgur.com/9kw8Ter

This is what I get from pingplotter

The fix recommended earlier the verification thing did actually fix it for first one hour or so, then it went back to no load faces again.
Helios Anduath
The Scope
Gallente Federation
#8 - 2016-03-13 00:59:16 UTC
Hatori Roku'dan wrote:
http://imgur.com/9kw8Ter

This is what I get from pingplotter

The fix recommended earlier the verification thing did actually fix it for first one hour or so, then it went back to no load faces again.



Oooookkkkk. That Pingplotter is showing that you have significant packet loss on the connection between your computer and your router. How do you connect to your home network? Wired or wifi? Did those spurts of packet loss line up with a disconnect or is that a plot without the game running?

Your latency to the first hop is also higher than I would expect for a home network - under 1ms to the first hop is what you should be getting, but you are getting 3 to 4ms. That alone is indicative that sometching is a miss there.

Re. The loading faces issue re-occurring, does another verify fix it again?

Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#9 - 2016-03-13 01:26:30 UTC
Loading faces issue persists and it is not fixable. Most of the time pingplotted says 1-2 ms to router but it sometimes also goes to 3-4. I cannot test game because it refuses to go beyond the faces.

I play on same router and this issue is here since new patch. before patch I was using all same and no disconnects at all
Helios Anduath
The Scope
Gallente Federation
#10 - 2016-03-13 03:04:06 UTC
Hatori Roku'dan wrote:
Loading faces issue persists and it is not fixable.


How about verify + repair.exe? any change?

This may be a long shot, but does a chkdsk from the command prompt show any issues? (this may take a while)

Hatori Roku'dan wrote:
Most of the time pingplotted says 1-2 ms to router but it sometimes also goes to 3-4. I cannot test game because it refuses to go beyond the faces. I play on same router and this issue is here since new patch. before patch I was using all same and no disconnects at all


The latency increasing to 3-4ms on your first hop is partially indicative of a problem (for comparison, a ping of 4ms is vaugely equivalent latency to what a packet would have if it had a round-trip of 1200km) , but the bigger indicator of a problem is the packet loss that starts at/before the first hop - that pingplotter screenshot is showing that 5% of the packets you send are not even reaching your own router. Sufficed to say, that should not be happening and is indicative of a more significant issue that we should probably diagnose. Put simply, packet loss on your own network is bad.

Could you answer the questions I asked?


  • How do you connect to your home network?
  • Wired or wifi?
  • Did those spurts of packet loss line up with a disconnect or is that a plot without the game running?

Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#11 - 2016-03-13 04:55:11 UTC  |  Edited by: Hatori Roku'dan
It doesnt look like it would be lined up with eve since I left program run little bit of time before and after it finished, and graph has similar shape even when I leave eve online off.

I am connected with wifi, wireless. I cannot connect with cable physically to be honest. I am one wall and about 6 meters away from it (different floor). I think we there is optic cable to socket in our house. from that we got short cable to modem.

That being said, as you said I discovered I can :cheat: this by disconnecting and connecting back to wifi network and eve is suddenly load-able. At least for five minute connection. Repair tool before didnt work. The verification thing did once remove 1 file, then 17 one day later (is that wierd????) second time it didnt work tho.

EDIT- I got significant spikes and highs and lows on the graph as I watch it for more than half an hour. It is like a rollercoaster, but I dont notice any connection issues outside eve online. Packet loss after reconecting now says 0,8 on line 2, 4 and 6.

All other applications are smooth and especially steam games are without a single issue/lag/spike. Is that possible?

EDIT 2: It looks like the random high of that spike rollercoaster really could be the disconnect thing, but I didnt test it enough to really confirm it. Question is, what could be the issue? I really dont have other lags/spikes outside of connection towards eve online it looks like, or at least thats what I see in other games.

+EDIT 3: this is what I get from network diagnostics

Starting tracert for res.eveonline.ccpgames.com

Tracing route to dm794883twbxj.cloudfront.net [54.192.28.176]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.254
2 10 ms 9 ms 9 ms 86-44-128-1-dynamic.agg7.fbk.prp-wtd.eircom.net [86.44.128.1]
3 9 ms 9 ms 8 ms lag-3.agg2.wtd.prp-wtd.eircom.net [86.43.13.93]
4 23 ms 8 ms 8 ms lag-22.pe1.wtd.prp-wtd.eircom.net [86.43.10.13]
5 11 ms 11 ms 11 ms lag-3.core2.prp.core.eircom.net [86.43.253.96]
6 15 ms 12 ms 12 ms lag-20.br1.6cr.border.eircom.net [86.47.63.110]
7 14 ms 33 ms 15 ms inex1.dub2-br-tra-r1.amazon.com [193.242.111.50]
8 15 ms 16 ms 16 ms 176.32.106.74
9 14 ms 14 ms 16 ms 178.236.1.95
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 14 ms * 15 ms server-54-192-28-176.dub2.r.cloudfront.net [54.192.28.176]

Trace complete.

This is like 2/3 of cases, but missing lines can vary in few cases

I also recieve similar packet losses on other services on random parts of way, but similarly as it is seen on screen shots, ten percent here and there. As I said I dont notice anything at all, does that mean other programs can work with packet loss but eve cant? How can this be possible when I use same service and this is occuring only after server upgrade?

I solved the problem by using my portable hotspot in phone. Earlier before, like one week this didnt work tho.
Helios Anduath
The Scope
Gallente Federation
#12 - 2016-03-13 14:57:39 UTC
Hatori Roku'dan wrote:
It doesnt look like it would be lined up with eve since I left program run little bit of time before and after it finished, and graph has similar shape even when I leave eve online off.

I am connected with wifi, wireless. I cannot connect with cable physically to be honest. I am one wall and about 6 meters away from it (different floor). I think we there is optic cable to socket in our house. from that we got short cable to modem.

That being said, as you said I discovered I can :cheat: this by disconnecting and connecting back to wifi network and eve is suddenly load-able. At least for five minute connection. Repair tool before didnt work. The verification thing did once remove 1 file, then 17 one day later (is that wierd????) second time it didnt work tho.

EDIT- I got significant spikes and highs and lows on the graph as I watch it for more than half an hour. It is like a rollercoaster, but I dont notice any connection issues outside eve online. Packet loss after reconecting now says 0,8 on line 2, 4 and 6.

All other applications are smooth and especially steam games are without a single issue/lag/spike. Is that possible?

EDIT 2: It looks like the random high of that spike rollercoaster really could be the disconnect thing, but I didnt test it enough to really confirm it. Question is, what could be the issue? I really dont have other lags/spikes outside of connection towards eve online it looks like, or at least thats what I see in other games.

...

I also recieve similar packet losses on other services on random parts of way, but similarly as it is seen on screen shots, ten percent here and there. As I said I dont notice anything at all, does that mean other programs can work with packet loss but eve cant? How can this be possible when I use same service and this is occuring only after server upgrade?

I solved the problem by using my portable hotspot in phone. Earlier before, like one week this didnt work tho.


The packet loss being at the first hope definitively says that there is an issue on your network causing those packets to drop - testing to other services won't affect it's presence. Connecting through your portable hotspot working is also indicative that the issues is on your network.

Eve is more susceptible to packet loss than other games. In the dim distant past eve was more accepting of packet loss in the sense that you could remain connected but you would get significant desynchronisation issues, in part due to the 1-second tick giving 1s-client updates. Desync issues are worse than being DCed in all honesty as you still have the impression that everything is good for a long time. In any case, packet loss on your own network is BAD and while other services may be able to cope to some extent, there is still a fundamental issue to resolve.

As for it starting after the server upgrade, this could either be a coincidence, another issue starting somewhere else that pushes an already marginal connection over the edge or a degredation that has made the underlying issue worse. As humans, we tend to make a temporal association between when an issue started and the "easiest" large change that *we are aware of* and our issues starting.

Anyway, the symptoms you are describing and the pingplotter are pointing to an issue with your Wifi connection to your router:

  • Low signal strength to the router
  • Environmental noise causing issues (Other networks on the same channel canc cause issues, and the 2.4GHz band is shared with a LOT of noise-making things like cordless phones and microwaves)
  • Failing network card/Network card driver issues
  • failing Wifi router/other router issues.


Diagnosing these can be fairly simple.

Firstly, what make/model is your Wifi router and your wireless network card? Is the network card USB?

Secondly, can you run Acrylic Wifi on the problematic PC please? Once it is running, click the three lines top right and turn on Advanced Mode. This will give you a new line of tabs on the bottom, click the channels tab corresponding to the band you use (probably 2.4GHz) and select your wifi network in the top frame. Let it run for a few minutes, take a screenshot of that and post it please - that will give us signal strength and how congested congested the band is, along with some other useful info.

Thirdly, does rebooting the wireless router help at all? have there been any software updates to your router recently or are there any updates available?

Testing on an ethernet cable would instantly rule out or rule in Wifi issues so if it is at all possible for you to do a quick test on a wire then all the better but we can work around it if you can't.

Hatori Roku'dan wrote:
+EDIT 3: this is what I get from network diagnostics

...

This is like 2/3 of cases, but missing lines can vary in few cases


The missing lines are nothing to be concerned about if the traffic gets to the end (which it does) as some hops don't respond with ICMP for "security" or don't respond when they are loaded to prioritise forwarding traffic.
Hatori Roku'dan
Merch Industrial
Goonswarm Federation
#13 - 2016-03-29 06:14:08 UTC
Sorry for late post, I was just too busy in real life.

First thanks for all help, I can at least now turn on eve online to maintain my account, but as long as it is impossible for me to play on wifi network because of untolerance of packet loss, there is no point of going further. As a both full time worker and student at same time, I have to make choice how I spend my time.

I spent numerous hours to write here, troubleshoot problem, reinstall eve, reinstall windows and random drivers etc. and I simply came to point where it is just enough. Simply put- it was working before patch day, it is not working ever since.

Those two or three support tickets which I filled during last month never got answered. They are not even registered it looks like. Truth is I pay for a service which I cannot use, but as I have been customer for last six years, that is no big news. Everybody will just put on poker face and ISD will make sure no private conversations between customers and GMs leak on forums. Those are the same people who could instead focus on solving real problem.

As an active steam member, I can say that other companies can work around these tiny issues with pretty good support service. They can work with packet loss for example.

I wont be first customer who says this, and I know I wont be last. It is my bright hope that my refusal of any further credit card payment for my accounts will force the people in charge to think better about development of their product. I was paying for last six years, money is not the problem- product is.

In the end, lets be honest. This is just naive. Company wont change for a minimum of 120+ Euro per person per year.