First of all, I understand if you don't want to read this post because of its length. I'm going to paste my email chain with their support staff so you can see what we've been through so far. It has the answers to pretty much all the questions posted in the forum guidelines. The short version is that I've been unable to maintain a stable connection to MechWarrior Online's (mwomercs.com) servers for more than a few minutes, usually less than 30 seconds, for over a month now due to "malformed packets." We've exhausted every option but ISP problems. Thank you for any help you guys can provide.
-x-
==========================
Mod Note: Below this point, please read bottom to top to get the history of this problem. ~sorto'
==========================
9:49 AM (9 hours ago)
to MechWarrior®
Alright, thanks for your help. I'll try going through Comcast and let you know what fixes it when its fixed.
On Thu, May 2, 2013 at 9:43 AM, Reppu wrote:
# Please type your reply above this line #
Your request (#77082
) has been updated. To respond, simply reply to this email as you would any other email. Any relevant files can be attached as a normal attachment.
Reppu (MechWarrior® Online)
May 02 09:43 (PDT)
Hello -x-,
Well then, that's a pretty clear indication that your Comcast connection isn't playing nice. I'll pass the info on to the devs - perhaps further netcode tweaks can help, though I doubt they'll be able to have any impact on Comcast themselves.
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 30 14:30 (PDT)
Well, turns out I had a pretty busy weekend as well, but I did have time on
Saturday to play about 8 rounds of MWO. If I remember right, the first
round crashed with a windows error, but the rest went smoothly. I took my
wifi adapter as well, even though I didn't need it, and played using that.
I was using different I/O devices (different keyboard, mouse, and only a
single monitor), since I already had them there, but I assume that is
irrelevant. I basically just unplugged the tower and put it in my trunk,
so everything internal was untouched. I forgot to redo the connection
tests you sent earlier, but I can tell you that house has AT&T U-verse, at
least 10mbps down, 3 up, and it's located in [East Bay Area], California. I can
have someone there e-mail the results of their tracert and other tests if
you want that, but obviously, it will be from a different computer.
Attachment(s)
Omicron Build(4418) 27 Apr 13 (15 18 44).log
OmicronOnline Build(4418) 27 Apr 13 (15 18 44).log
Omicron.log
OmicronOnline.log
Reppu (MechWarrior® Online)
Apr 26 09:57 (PDT)
Hello -x-,
I have access to the ticketing system from home, although I tend to basically forget about work on the weekend so whether I see any replies or not is completely up in the air. I like my job, but I like my weekends too.
Honestly just testing to see if it disconnects more/less/same on a completely different internet connection would be, I believe, useful information to have on hand.
Thanks in advance!
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 26 09:43 (PDT)
I can test that tonight actually, since it's Friday so I'll be going to my
old place like I do every weekend, but it won't be until 8 or 9 PM. I'll
be there until Monday though, so if there's anything else you want me to
test should the internet there work for me, you can either let me know now
or let me know how to contact you on a weekend.
Reppu (MechWarrior® Online)
Apr 26 09:20 (PDT)
Hello -x-,
This is a long shot, but if it's possible, it is something I would love to try:
A different internet connection at a different location.
Given your hardware, this clearly isn't a laptop but a full desktop, so trying different locations is not a simple thing.
If this is something you're able to try, it could be useful in telling us if Comcast's service levels need help or not. Of course there are still some kinks to work out in the game's code itself, you still seem to be disconnecting more often than what is considered "normal" for the current state of the game.
If that's not an option you can test, let me know and we'll just escalate as is.
Cheers!
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 25 22:21 (PDT)
This is sort of new info, sort of a confirmation. After the patch I
noticed a new line in the Omicron log that I didn't see before.
"CGameRules::OnDisconnect: Client has disconnected:
cause=eDC_ProtocolError, desc=Remote disconnected: Malformed packet"
It seems to confirm that we have the right idea what the problem is, but I
don't know what I can do to fix it. I've tried googling it and I see that
it has happened in other CryEngine games, but none of the solutions I found
worked for me. Also, I'm getting "stopped working" type crashes a lot more
often now, but I still mostly get the kind I've been dealing with since the
start, and I still haven't finished any online games. I tried the testing
ground again, and I can still play there as long as I want without
crashing, so it is definitely related to being online.
I'll send the new logs and a new dxdiag. Since I reinstalled windows I
figure there might be something different now. I don't see any .dmp file
in the installation folder, so unless it appears somewhere else now I don't
have one.
Attachment(s)
DxDiag.txt
Omicron Build(4418) 24 Apr 13 (21 46 03).log
OmicronOnline Build(4418) 24 Apr 13 (21 46 03).log
Omicron Build(4418) 25 Apr 13 (21 10 12).log
OmicronOnline Build(4418) 25 Apr 13 (21 10 12).log
Omicron Build(4418) 25 Apr 13 (21 18 40).log
OmicronOnline Build(4418) 25 Apr 13 (21 18 40).log
Omicron.log
OmicronOnline.log
Reppu (MechWarrior® Online)
Apr 25 07:29 (PDT)
Hello -x-,
Has there been any improvement since yesterday? We rolled out a hotfix to address rubber-banding and lag issues which seems to have done quite well for most players.
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
Reppu (MechWarrior® Online)
Apr 18 12:26 (PDT)
Hello -x-,
I agree that if the issue persists with a direct PC to modem connection, the router is probably fine.
I can understand why your roommate is skeptical. I will admit that MWO's netcode still needs some tweaking (and the devs are indeed still working on it) - the latest patch did actually improve things for a great number of players, although we know it's persisting in some cases.
Something that may be useful is installing Windows Network Monitor.
You can get it here: »www.microsoft.com/en-ca/download···?id=4865
Basically, you can record network activity with this application (note you'll need to reboot after installing it, as it requires direct access to your network card for monitoring purposes) - Start recording just as you're about to hit launch in game, stop recording after a disconnect, save the logs.
As this is fairly in-depth, it's up to you if you want to do this, and it could be useful if/when you contact your ISP if that comes up.
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 18 10:37 (PDT)
Reinstalling windows did not solve anything I haven't managed to
restore my old install yet, so the rest of these tests were on a new (but
not reformatted) installation. After reinstalling I tested plugging
directly into the modem, and I my first game crashed to the desktop with a
"stopped working" error. The second game, however, was another crash to
the mechlab, and the same with the third. When roommate #2
came home
(there are three of us, and she's not the one in control of the network), I
loaded the game onto a flash drive and asked her to try it. She completed
the first game normally, on Caustic Valley in my CPLT-C1(F), but the
second, on Alpine Peaks in my JR7-F, crashed to the mechlab before she was
out of the base, exactly like how mine has been doing.
Since plugging directly into the modem and using a completely different
build made no difference, it must be a fault with our modem or ISP.
Roommate #1
is skeptical because nobody has experienced any problems with
any other service. I haven't been able to test your QoS or MTU suggestions, but
when it still crashes with a direct ethernet connection to the modem, I
think those can be ruled out.
Reppu (MechWarrior® Online)
Apr 17 11:35 (PDT)
Hello -x-,
The game doesn't really require any port forwarding as it does not make any unsolicited connection requests, however here is the port list anyway:
TCP 45461
TCP 45464
UDP 21000 to 30000
It is impossible to know which UDP port the game will use, it uses a different one every time a new match is launched.
The other router settings I can think of that could be a factor are QoS and MTU.
QoS can do amazing things, but at the same time if it isn't properly tuned, it can break a great many things as well. Disabling it entirely within the router would be the best thing here.
MTU is generally fine at default, and very rarely does it need adjustment. The standard value for this is 1500. In some cases, 1492 can work just as well. Other numbers can cause issues depending on the situation. As MWO is just a game, the standard/default of 1500 should do the trick.
Finally, to truly confirm it's the router, you can take that ethernet cable and connect directly to the modem (that is, if the router isn't a modem/router combo) - if the issue persists in this test, but things work fine at your other location, this would be an indication of an issue with the modem, or perhaps the ISP.
I'll await your results.
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 17 11:09 (PDT)
Getting an ethernet cable didn't help. The game ran fine for about 5
minutes then crashed to the mechlab as always. I also tried updating my
BIOS and every driver related to my motherboard, most of which I wasn't up
to date on but none of which made a difference. I began the process of
reinstalling windows last night and I'll finish today and report what
happens.
However, I think you may be right about it being a network issue, except
it's not one on my end, it must be something in the router settings. The
strange thing is my roommate made me the DMZ after you suggested it may be
network related. This was last week, so I was still using WiFi, but I went
to my old place and determined that it's not my adapter because it worked
there, and we already tried the ethernet. Nothing I've done on my end has
made a difference, so it must be that something changed about the network
itself. I can't touch the router settings until my roommate is back in
town in a few days, but could you tell me what ports would need to be
forwarded or permissions granted to get a direct connection to your
servers? I just had an idea actually, I'll see if our network allows me to
create an SSH tunnel back to my old place. I already have someone there
that can help me set it up. Let me know if you have any other ideas or
advice.
Reppu (MechWarrior® Online)
Apr 16 15:41 (PDT)
Hello -x-,
Definitely not a permanent solution no. This is mainly for the sake of troubleshooting
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 16 15:25 (PDT)
I will pick up a 20' ethernet cable today and give it a try, but it's not a
good permanent solution for my living situation.
Reppu (MechWarrior® Online)
Apr 16 15:09 (PDT)
Hello -x-,
Your information was logged. Seems there might be an issue with Wireless adapters in general. I'll be interested to know the results of a fully wired test if you have the opportunity to try it out. I understand your setup is tricky, so it's ok if you're unable to give it a try.
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 16 13:14 (PDT)
The first crash was back to the mechlab with no error, as they have been so
far. The second gave me a "MechWarrior Online has stopped working" popup
and crashed to the desktop. It didn't affect windows or any other
programs, but the Mechwarrior lobby was already gone when the desktop came
back. Sorry for not noting that, I know it matters I'm just too
disappointed to think straight. I'm going back to work now though, so I
can answer questions but I can't test anything until after 7PM.
Reppu (MechWarrior® Online)
Apr 16 13:10 (PDT)
Hello -x-,
Did you crash to the desktop or back to the MechLab? (The second one doesn't generate a crashdump, so I need to make sure)
Thanks!
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 16 13:02 (PDT)
Sadly, it does. I played two games, one on river city night in a JR7-F and
crashed after going straight to epsilon and standing on it for a about 20
seconds. The second on frozen city night in a CPLT-K2, crashed while the
startup animation was playing.
Attachment(s)
Omicron.log
OmicronOnline.log
crashdump.dmp
Reppu (MechWarrior® Online)
Apr 16 08:42 (PDT)
Hello -x-,
Please let me know if this issue persists after today's patch.
Thanks!
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 10 14:02 (PDT)
"I have since tried resetting my network settings, adding exceptions to both
windows firewall and my AV (Malwarebytes Pro), and disabling them
completely."
Yes, I have.
Reppu (MechWarrior® Online)
Apr 10 14:00 (PDT)
Hello -x-,
Have you tried disabling Windows Firewall? In all honesty, if you have a firewall in your router, Windows Firewall is just redundant (and it's often rather finicky in general)
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 10 13:26 (PDT)
-Brand/Model of your modem
Ubee U10C035.30
-Brand/Model of your router (if separate from the modem)
Asus RT-N53
-Connection method; are you connecting through an ethernet cable or through
WiFi?
WiFi, using an Asus USB-N53 Dual-band Wireless-N adapter that gets 5 bars.
-Are you able to test through ethernet if you're currently using WiFi? What
was the result?
Not without moving equipment that belongs to my roommate or running a very
long ethernet cable through our living room. Either way, not a practical
solution or one I can test at this time.
What is the advertised speed of your connection?
Comcast Blast! Advertised as 50Mbps in our area, roommate says it bursts
to 80Mbps. I do get download speeds over 5MB/s from Steam pretty regularly.
Where are you located geographically?
[East Bay Area], California
What antivirus/firewall software do you have? Does the issue persist if
you disable this application(s)?
Windows Firewall, Malwarebytes Anti-Malware Pro, and whatever firewall
system is built into our router. I have disabled all anti-virus software
on my computer and the problem persisted. I don't have direct access to
the router options, but my roommate can set up a port forward or i/o rule
for me.
tracert.jpg https://docs.google.com/file/d/0B9cAUKVEmc_DV1pjWnF2dk5UaWc/edit?ups=drive_web
[image: Inline image 1]
pingtest.jpg https://docs.google.com/file/d/0B9cAUKVEmc_DUjNGWmJJSUJSTGc/edit?ups=drive_web
[image: Inline image 2]
Pingtest.net link: http://www.pingtest.net/result/79686612.png
Attachment(s)
image.jpeg
image.jpeg
Reppu (MechWarrior® Online)
Apr 10 10:14 (PDT)
Hello -x-,
The "crash" to the MechLab isn't a crash so much as a disconnection from the dedicated match server. As such, I'd like to gather some details about your connection:
What type of internet connection do you have?
Please describe your network:
-Brand/Model of your modem
-Brand/Model of your router (if separate from the modem)
-Connection method; are you connecting through an ethernet cable or through WiFi?
-Are you able to test through ethernet if you're currently using WiFi? What was the result?
What is the advertised speed of your connection?
Where are you located geographically?
What antivirus/firewall software do you have? Does the issue persist if you disable this application(s)?
Please run a trace route and a ping test to our servers:
Trace Route:
-Press Windows Key + R
-Type CMD
-Click OK
-In the Command Prompt, type: tracert 70.42.29.65
-Take a screenshot of the results once it's done and attach it to your reply
Ping test:
-Visit pingtest.net
-Select a server in Toronto, Ontario, Canada
-Run the test
-Take a screenshot of the end results and attach it to your reply
**pingtest.net
gives information on connection jitter, which a regular ping test would not give us, which is why we request our players use this for testing.
Regards,
Reppu
Senior GameMaster
MechWarrior® Online
-x-
Apr 09 21:16 (PDT)
I sent in an email about crashes I've been experiencing since the Jagermech
update about 5 days ago, but I didn't realize there was another crash log I
could send in besides the omicron file. There is also more information I
would like to share.
Here is the original problem:
*Since around March 25th I've been having an issue where the client will
crash at a random point midgame and return me to the MWO lobby with no
error. At first this was every few games and at any random time, but since
this past weekend it has become rare for me to ever finish a game. Most
crashes occur either before the startup pilot animation is finished or
seconds after. It's still possible for me to play a full game, the first
two I played yesterday did not crash, but the problem returned after that
and repeated for the rest of the night.
*
*
*
*Steps to reproduce:
1: Launch MWO under any circumstances.
*
*2: Launch into any game mode using any mech.
*
*3: Observe split-second black screen then crash to lobby shortly after map
loading is complete.
*
*
*
*I have tried hard reinstalling my graphics drivers (I already had 314.22
anyway), hard reinstalling MechWarrior Online, shutting down all third
party background processes, turning my graphics settings to low, forcing
anti-aliasing on, practically everything short of reinstalling windows. I
ran memtest 86+ overnight and it returned no errors, and no modern,
released game has ever crashed for me since I built this computer last
summer, so I'm positive it's not faulty hardware.
* *
*
*Because of this problem, I have not been able to trial with the clan I'm
trying to join, stream your game, or make use of my premium time, which
continues to tick away. I would appreciate a fast response, and a week
back on my premium time if you're feeling generous.
* *
*
*Also, this may be related, but since the patch on Tuesday, attempting to
quit MWO has caused the lobby window to become black and unresponsive, with
a standard windows frame around it. Alt+F4 doesn't work, but
ctrl+alt+delete and ending the process does. This doesn't happen every
time, but I never experienced it before this week.
Thanks for any help you can provide.
*
Since then, I have returned to my parents' house over the weekend and
played the game on my previous build, which has a Radeon HD 6850, and it
worked just fine. When I came back out here, I tried running the testing
grounds on a suggestion. The first time I could play until I quit and then
I got the CryEngine error "memory allocation for 2969638368 bytes failed."
The second time had no errors, and I exited the game cleanly. The very
next time I tried to play online, I crashed within seconds again. I have
since tried resetting my network settings, adding exceptions to both
windows firewall and my AV (Malwarebytes Pro), and disabling them
completely.
Nothing has improved the situation even slightly. Please respond and let
me know what I can try, I'm trying to become a streamer for NGNGtv but I
literally CAN'T play your game.
Attachment(s)
crashdump.dmp
Omicron Build(4418) 09 Apr 13 (19 39 32).log
OmicronOnline Build(4418) 09 Apr 13 (19 39 32).log
Omicron Build(4418) 09 Apr 13 (19 15 19).log
OmicronOnline Build(4418) 09 Apr 13 (19 15 19).log
Omicron Build(4418) 09 Apr 13 (19 05 14).log
OmicronOnline Build(4418) 09 Apr 13 (19 05 14).log
Omicron.log
OmicronOnline.log
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