These are the topics from this week:
Trace Routes Gathered for Ping Spikes
Q: We have been gathering the trace route information for during ping spikes we've been experiencing. Is there an update?
We have been forwarding the gathered trace route information to our internal teams to investigate the issue, and we appreciate everyone's help on this. Based on the information we analyzed, it seemed that 90% of the reports were caused by the internet service provider or an intermediary partner provider of the player location before they reach our network. We leveraged our own service provider whenever possible to make them aware of such issues going on. (One example was a service provider in Miami, FL, having an area wide outage due to a fiber trunk getting cut by construction crew.) The other 10% of the reports seemed to be within the normal range based on the geographic distance from our servers. (This may be due to the trace route running outside of the ping spike.) However, our players' experiences are important to us and we will continue to monitor the issue.
Also, we are currently working to create a detailed guide that will be helpful on identifying where the latency occurs looking at the trace route results, along with some examples of expected latency based on the geographic location of the player in ideal situations. We will share the information with our community in the future.
Issues with Reaching Support or Making Purchases
Q: Some players have been having an issue reaching the Support site and purchasing EMP.
After our investigation, we were able to confirm that players from all different regions are reaching our Support and purchase sites. This issue seems to be related to a filtering or blocking issues at the Internet Service Provider level, not a country or our network. It could also be an issue with an antivirus or windows firewall or their own router/firewall they are using for connecting to the internet.
We recommend trying trying a different browser, turning off the popup blocker and/or firewall, and clean booting the computer. If these suggestions don't resolve the issue, please see if you are able to reach the sites using a VPN, or with another En Masse account.
Unable to Download Manifest Error
Q: Earlier today, some players experienced "Unable to Download Manifest" error on the launcher.
This has been resolved around 4:30 p.m. PDT by removing a bad download server. For more information, please see this thread
Continuing from last week:
Q: In Stuff of the Week two weeks ago, it was mentioned that the current server transfer limits would be re-evaluated around this time. Could you share an update on this topic?
We currently have sometime around the end of July or beginning of August as our penciled-in date
. We will share more information when they become finalized.
Customer Support Status
Q: What is the response time to the Support Tickets like?
We have been making steady progress and our current ticket turnaround time is approximately 3-4 days. Thank you for being patient with us as we continue working on them after the huge increase in the ticket volume.
Edited by: Minea
4 days ago