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Issues, Workarounds & Localization

 
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Update to the Launcher and the repair tool - Fix inside!

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Pierre Dumonte
Mortis Noir.
#61 - 2012-03-15 12:24:11 UTC
Zarnak Wulf wrote:
I get disconnected from the internet at 15% when using the launcher. I get disconnected at 3/7 before anything happens when using the repair tool. Lots of fun.


Same thing was happening to me with the sisi launcher several months ago. petitions filed. never fixed.

as soon as launcher gets to 5% I get a message from my router saying it has lost connection to the internet, launcher continues to run to 15.0% then hangs.

I cannot ping my router from cmd either.


To CCP,

I would like to thank you for taking my monthly subscription fee yesterday and giving me a launcher that will not let me get my money's worth. I have been a loyal player since exodus. There have been issues on patch day, but never anything like this.

Why do we need a launcher anyways. The previous patching method worked fine. launch client. update game if needed, launch client and log in.

So anyways I will be watching for a dev blog that says that you have fixed or rolled back the launcher. Monday, if it is not repaired I shall be filing a petition for a refund.

Mortis Noir. is recruiting https://forums.eveonline.com/default.aspx?g=posts&t=223392&find=unread" "any ship in space will eventually explode" ~ Minmatar Proverb
CCP Cascade
#62 - 2012-03-15 12:29:21 UTC  |  Edited by: CCP Cascade
Chlorman wrote:
i had to issues till today after DT opened the laucher it did a patch then got the Exception error . WTF


What exception did you get? Getting people to give us these exceptions are crucial for us to be able to resolve the problems you're experiencing.

Pierre Dumonte wrote:

as soon as launcher gets to 5% I get a message from my router saying it has lost connection to the internet, launcher continues to run to 15.0% then hangs.

I cannot ping my router from cmd either.

So anyways I will be watching for a dev blog that says that you have fixed or rolled back the launcher. Monday, if it is not repaired I shall be filing a petition for a refund.


Have you tried updating the router firmware? It sounds a lot like the router has a firewall which believes that your computer is under attack when patching. Can you:

1) Log into your router and find the router logs and post them here.
2) Find the logs for the Launcher (can be found in the Launcher\cache\launcher.log) post them on http://pastebin.com/ and give us the link to your paste.
2) Update the router firmware.
3) Go through the options in your router to see if any of them can be disabled which fixes the problem
4) Contact customer support for the router and ask them for help.

Associate Technical Producer - Core Technology Group
Kenryuu Takamachi
Perkone
Caldari State
#63 - 2012-03-15 12:41:04 UTC
I encountered similar issues with broken downloads.

My case seems to be ISP centric. Been encountering patch issues with every released update dependent on the launcher.

Every time, my troubvles were resolved by running the launcher through an OpenVPN tunnel to another ISP.

I haven't had the time to run a network sniffer yet (network engineer here) but I suspect the TCP sessions are being reset.

I'll do caps if I encounter problems next patch and post em here.

KT
Chlorman
FireStar Inc
#64 - 2012-03-15 12:45:53 UTC
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 762, in callback
FileSyncError: data corruption

No handlers could be found for logger "zsync"
Exception in thread Thread-4:
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 522, in callback
TypeError: Error while decompressing: 1

Exception in thread Thread-10:
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 522, in callback
TypeError: Error while decompressing: 1

Exception in thread Thread-16:
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 522, in callback
TypeError: Error while decompressing: 1

Exception in thread Thread-22:
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 522, in callback
TypeError: Error while decompressing: 1

Exception in thread Thread-28:
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 522, in callback
TypeError: Error while decompressing: 1

No handlers could be found for logger "zsync"
Exception in thread Thread-29:
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 522, in callback
TypeError: Error while decompressing: 1

same a s afew other i have unistalled and trye to reinstall the laucher and it got a error , so now doing th manual install doing the downloads now we will see what happens

any help would be good

same as
CCP Cascade
#65 - 2012-03-15 12:52:43 UTC
Chlorman wrote:
Traceback (most recent call last):
File "threading.pyc", line 530, in __bootstrap_inner
File "threading.pyc", line 483, in run
File "zsync\readFromUrl.pyc", line 117, in DownloadPart
File "zsync\readFromUrl.pyc", line 136, in _DownloadPart
File "zsync\zsync.pyc", line 762, in callback
FileSyncError: data corruption


Hi,

Are you using ESET Smart Security? If so, please have a look at this news post: http://community.eveonline.com/news.asp?a=single&nid=4930&tid=1

If not, can you please evemail me what firewall/internet security software you are using? Have you tried disabling it while running the Launcher? Have you tried looking into your home router to see if there are any logs there?

If you don't want to reply on the forum, please send me an evemail via evegate (click my face on the left and click "Send Message".

Thanks

Associate Technical Producer - Core Technology Group
Kenryuu Takamachi
Perkone
Caldari State
#66 - 2012-03-15 12:53:06 UTC
Traceback (most recent call last):
File "lib\update.pyc", line 527, in Update
File "lib\update.pyc", line 553, in _Update
File "lib\update.pyc", line 277, in Run
File "zsync\zsync.pyc", line 1209, in CreatePatch
File "zsync\zsync.pyc", line 896, in GetInfo
File "stuff\bundle.pyc", line 136, in ReadIndex
error: Error -5 while decompressing data: incomplete or truncated stream


==

Pretty clear that something is causing the data transfer to end prematurely resulting in a truncated patch file. Maybe WAN optimisation technologies employed by some ISPs are messing with the data stream?

KT
Aki Minami
Garoun Investment Bank
Gallente Federation
#67 - 2012-03-15 12:56:17 UTC
Honestly, DEV team, have you considered the possibility to test the products before they are published?
I'm a new player, after years spent playing WoW, Rift and other MMORPGs and I've never seen anything like this happen.
And so much people complaining.

If the problem is not resolved before the next renewal, I think I'll be one of many players to leave the game.

Greetings.
CCP Cascade
#68 - 2012-03-15 12:59:39 UTC
Kenryuu Takamachi wrote:
Traceback (most recent call last):
File "lib\update.pyc", line 527, in Update
File "lib\update.pyc", line 553, in _Update
File "lib\update.pyc", line 277, in Run
File "zsync\zsync.pyc", line 1209, in CreatePatch
File "zsync\zsync.pyc", line 896, in GetInfo
File "stuff\bundle.pyc", line 136, in ReadIndex
error: Error -5 while decompressing data: incomplete or truncated stream


==

Pretty clear that something is causing the data transfer to end prematurely resulting in a truncated patch file. Maybe WAN optimisation technologies employed by some ISPs are messing with the data stream?

KT



I sent you an EVE mail, please have a look. I would really appreciate you answering some questions like what ISP and such that you're using.

Associate Technical Producer - Core Technology Group
ZyndeII
Legio Prima Victrix
#69 - 2012-03-15 13:17:06 UTC
"CCP Cascade" wrote:
Have you tried updating the router firmware? It sounds a lot like the router has a firewall which believes that your computer is under attack when patching.


Don't put this on the router or the ISP. There's dozens if not hundreds of people from all over the world experiencing the same issue. It's not all of those people that need to spend yet again more time tinkering on their router firmware to potentially fix something that's not even broken, but it's YOU who need to make amends to your software so that it will work with all kinda ISPs, routers, AV's and firewalls.

"CCP Cascade" wrote:
Contact customer support for the router and ask them for help.


"Hey, ISP? Yeah, this game called EvE online isn't working. Their support told me to call you guys. You still there? Hello ..?"
Kenryuu Takamachi
Perkone
Caldari State
#70 - 2012-03-15 13:26:50 UTC
Heh therein lies the catch. All the large ISPs around the world use a small number of vendors for their systems... Bluecoat, Juniper Networks, Cisco etc.

Just takes one major vendor's kit to hiccup to affect a large number of people.

I did call my ISP last week at 3am local about a routing loop to a certain /22 in Iceland. It was their problem and they fixed it.

KT
CCP Cascade
#71 - 2012-03-15 13:34:33 UTC  |  Edited by: CCP Cascade
ZyndeII wrote:

Don't put this on the router or the ISP. There's dozens if not hundreds of people from all over the world experiencing the same issue. It's not all of those people that need to spend yet again more time tinkering on their router firmware to potentially fix something that's not even broken, but it's YOU who need to make amends to your software so that it will work with all kinda ISPs, routers, AV's and firewalls.


My reply was in response to:

Quote:
as soon as launcher gets to 5% I get a message from my router saying it has lost connection to the internet, launcher continues to run to 15.0% then hangs.


The Launcher can't just shut someones internet connection down. This is the software in the router which reacts on the data which is being sent over and most likely believes it is under attack. The way to resolve this issue would be to change the router settings so that it doesn't react this way by turning off certain features or have the router firmware updated so that it doesn't wrongfully believe it is under attack. If the latest firmware is installed and there is still an issue, it is up to the manufacturer of the router to fix the software in the router.

The issue with the ESET Smart Security software has been confirmed by many people and we have contacted them to give them all the information they need to reproduce this issue and send an update to their software, we can't really do more than wait for them to do this.

This isn't me placing the blame on someone else, I'm just confirming to you what other players have reported to us and what our tests inhouse have shown. This does not mean that we are still looking at our side, going through our code, fixing up issues as we speak. We are very much working off a list of things that are wrong, but players will need to tell us what problems they are experiencing so that we can help.

Our current theory about the Data Corruption is that it is caused by something which is outside our control (firewalls, ISP traffic shaping, routers). But again, we are still looking into the issue to confirm this and we welcome players to test out different configurations to help identify problems.

I am currently looking into ZoneAlarm to see if it is causing the same problems as ESET does.

Associate Technical Producer - Core Technology Group
Abyss Azizora
Viziam
Amarr Empire
#72 - 2012-03-15 13:37:02 UTC
Now even your freaking link to the updated repair tool is broken...
Kenryuu Takamachi
Perkone
Caldari State
#73 - 2012-03-15 13:42:47 UTC
Abyss Azizora wrote:
Now even your freaking link to the updated repair tool is broken...



I confirm this. Just got the download terminated prematurely.

You guys may have a network issue on your hands.

Gonna fire up wireshark.

KT
Thak Navari
State War Academy
Caldari State
#74 - 2012-03-15 13:54:30 UTC
Here is the problem we are all having CCP Cascade, as mentioned above we didnt necessarily need a new launcher replacing the old (working) launcher. Now I dont know why you brought it out or your future plans and I dont necessarily need to. As a customer it worked before it doesnt work now after. I replied yesterday as others had to a thread saying if you had problems click this link. We did and I posted a message here then I had the opportunity to stew in the fact that as stated by another pilot you took our money to renew our sub but we are left with a substandard product as many of us cant even get in. Your fix is to get us to rework things on our side (router, ESET) to make your substandard launcher to work. This is unacceptable! I have tried for 6 hours to get it to work on my side trying everything posted by Devs and others. I have been a pilot since 2006 with 2 characters and we expect some hiccups during patches, but this is plain and simple the inability to even breath. If this is not resolved I will reluctantly be cancelling my account and petitioning for a refund of my renewed subscriptions. We shouldnt have to bend over backwards some of us 6 and 8 hrs trying to get this to work when apparently you Devs felt it was alright to let your customers have a nonworking product and leave the office while we struggled. This isnt what customer service is all about.
Kenryuu Takamachi
Perkone
Caldari State
#75 - 2012-03-15 14:16:16 UTC
Some tests seem to indicate issues with caching proxies. If a lousy copy what ever is being downloaded is stored in the proxy cache, future downloads from that cache will be lousy. Using an open proxy may help in this case. Google will help you with getting a list..

KT
hiwil
Caldari Provisions
Caldari State
#76 - 2012-03-15 14:19:36 UTC  |  Edited by: hiwil
Same problem here, i disabled all firewalls and anything else using the internet. still no fix. So i uninstall and redownload the whole client again, and guess what??? Still broken, i am unable to use the one link download and the three link download it just gives me an unexpected error has occured unable to install the payload. Please fix this!
Kenryuu Takamachi
Perkone
Caldari State
#77 - 2012-03-15 14:26:55 UTC
hiwil wrote:
Same problem here, i disabled all firewalls and anything else using the internet. still no fix. So i uninstall and redownload the whole client again, and guess what??? Still broken, i am unable to use the one link download and the three link download it just gives me an unexpected error has occured. Please fix this!


Try downloading using an open proxy.

http://hidemyass.com/proxy/

Paste the download URL in and execute.

I am not sure if they will let you DL the whole multi gig client tho. The repair.exe file went through just fine.

KT
hiwil
Caldari Provisions
Caldari State
#78 - 2012-03-15 14:36:00 UTC
Kenryuu Takamachi wrote:
hiwil wrote:
Same problem here, i disabled all firewalls and anything else using the internet. still no fix. So i uninstall and redownload the whole client again, and guess what??? Still broken, i am unable to use the one link download and the three link download it just gives me an unexpected error has occured. Please fix this!


Try downloading using an open proxy.

http://hidemyass.com/proxy/

Paste the download URL in and execute.

I am not sure if they will let you DL the whole multi gig client tho. The repair.exe file went through just fine.

KT



I'm trying a proxy now but due to the slowed rate it will not complete for 24 + hours :( And i still do not have faith that it will work due to the fact that i already tried this once.
bllaberer
Teneo Sententis
#79 - 2012-03-15 15:09:33 UTC  |  Edited by: bllaberer
I'm having this:

Error opening file for writing:

C:\Program Files (x86)\CCP\EVE\launcher\avcodec-53.dll

Help!

Edit: I've fixed that. Now the launcher is trying to create a new patch (350962-351477) but only progress till 25.0% and starts over again.
Help!!
CCP Zirnitra
C C P
C C P Alliance
#80 - 2012-03-15 15:39:23 UTC
Abyss Azizora wrote:
Now even your freaking link to the updated repair tool is broken...

What exactly is broken with it? Does it not start downloading at all / broken link, or does it start but goes incomplete / corrupted data?

On a similar note, whenever we experience download corruption issues like these, its extremely helpful if you can let us know what ISP you are using, your rough geographical location (Such as Reykjavik, Manchester or Berlin, just the nearest major city), as well as, if possible, your IP address and time of when you tried to access the content.

If you are uncomfortable posting this information on the forums, please file a petition with the information to the Technical queue. If you do, please mention in the ticket that the information is for myself, and the GM's will ensure that I get notified about it as soon as they see it..