Lt. Commander
Join Date: Dec 2007
Posts: 120
# 1 Unable to connect to a server
03-10-2012, 07:02 AM
Hi there,

I have just finished downloading the game from Steam and Hit the play button for the first time.
A window opened telling me it is the auto-updater and was attempting to connect 1, so i left it after a few seconds it failed and told me unable to connect.

So i checked my Kaspersky firewall settings to make sure it was in the "trusted" rules section, and it was. I then further decided to reboot the pc and try again but failed once more. i disabled Kaspersky but still it seems i cannot connect. I checked my windows firewall settings and it was disabled aswell.

i Proceeded to go through the game files and found "gameclient.exe" which launched the game without any hassles, i adjusted my settings and entered my username password at which point the game again told me unable to connect.

I went to read some of the support Q&A but after following all the advice i cannot seem to get the game able to connect.

I checked the forums but i could not find a Server status page, only found under announcements when servers are rebooted down and i did not see any for today.

Anyone have the IP of the servers so i can try and ping it and diagnose further, or anyone have some advice or had the same issue?
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 2
03-10-2012, 07:46 AM
There are two test you can do to help with connection problems.
1. do a tracert
enter tracert patchserver.crypticstudios.com


2. the other is a nettest by cryptic . this test uses game like data to check some of the critical ports the game uses. The game require ports 7000-7500 to be unblocked and unfiltered.


Nettest:
Go to http://files.champions-online.com/nettest.exe
Download this file and run it
A command prompt should appear running the test automatically

For good connections, column 1 and 3 have values around 500 kb/sec (outgoing/incoming), column 2 has values around 20 kb/sec (transfer rate). If the values in these columns is less than what is expected you may have filtering or blocked ports either on your personal network or from your ISP.

any reading below 250 in column 1 and 3 and less than 13 in column 2 is sign something affecting the data packets on the ports and like will have lag and disconnect problems.

if you are using win 7 or vista besure the nettest as well as the launcer exe and gameclient.exe are set to run as admin and are allow by your firewall and antivirus programs..

you can not use the gameclient alone to launcher the game as the launcher passes an authorization token to the gameclient that is needed to connect to the game servers.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 3
03-10-2012, 08:23 AM
Hi PegasusMD,

Thanks for your reply.

Note: i am connecting from South Africa and thus pings will be more than usual
Note: internet connection is unfortunately slow 512kb/s, but i have no issues playing any online game.

Stats look as follow's:

contacting nettest server..
Local IP: 41.133.95.143
Ping: 300.0 msec
Port: 80: 28 KB/sec 8 KB/sec 34 KB/sec 500
Port: 80: 54 KB/sec 8 KB/sec 60 KB/sec 500
Port: 443: 40 KB/sec 8 KB/sec 47 KB/sec 500
Port: 443: 40 KB/sec 9 KB/sec 46 KB/sec 500
Port: 7255: 41 KB/sec 8 KB/sec 47 KB/sec 500
Port: 7255: 35 KB/sec 8 KB/sec 40 KB/sec 500
Port: 7003: 41 KB/sec 8 KB/sec 47 KB/sec 500
Port: 7003: 42 KB/sec 8 KB/sec 48 KB/sec 500
Port: 7202: 41 KB/sec 9 KB/sec 48 KB/sec 500
Port: 7202: 54 KB/sec 9 KB/sec 61 KB/sec 500
Port: 7499: 30 KB/sec 8 KB/sec 36 KB/sec 500
Port: 7499: 41 KB/sec 8 KB/sec 47 KB/sec 500
Port: 80: 34 KB/sec 8 KB/sec 40 KB/sec 500
Idle NIC bandwidth Send: 6 KB/sec Recv: 4 KB/sec
hit return to exit

And:
Tracing route to patchserver.crypticstudios.com [208.95.185.41]
over a maximum of 30 hops:

1 51 ms 39 ms 64 ms 41-133-94-1.dsl.mweb.co.za [41.133.94.1]
2 88 ms 63 ms 54 ms tengig-0-0-0-104.vic-ipc-2.mweb.co.za [196.22.16
3.218]
3 52 ms 69 ms 65 ms vl-92.vic-hscore-1.mweb.co.za [196.22.189.2]
4 243 ms 245 ms 232 ms tengig0-0-0-2.11.vic-p-1.mweb.co.za [196.22.169.
225]
5 247 ms 245 ms 249 ms pos0-3-2-0.lon-up-1.mweb.co.za [197.80.5.7]
6 230 ms 239 ms 254 ms 176.67.177.131
7 323 ms 295 ms 243 ms 149.6.98.5
8 522 ms 425 ms 567 ms te7-6.ccr01.lon01.atlas.cogentco.com [154.54.36.
165]
9 571 ms 450 ms 427 ms te0-0-0-4.ccr21.lon13.atlas.cogentco.com [154.54
.57.110]
10 448 ms 442 ms 324 ms te0-0-0-4.ccr21.bos01.atlas.cogentco.com [154.54
.5.161]
11 343 ms 339 ms 353 ms te3-4.ccr01.bos06.atlas.cogentco.com [154.54.46.
134]
12 493 ms 430 ms 467 ms 38.111.40.114
13 386 ms 378 ms 368 ms 208.95.185.41

Trace complete.


Note i can Reach the servers, but though the Nettest is lower kb/s than your recommendation, this could be due to my slow internet conenction speed?
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 4
03-11-2012, 02:30 PM
no your slow speed would not cause problems with the nettest you are showing. Also your hop 4 is the start of your problems. It looks like based on the hops it your own ISP cause the problems that get worst when you connecto to the cogento routers. your ISP routers should not show that high ajump in routers withing it's own network.


It also very possible your ISP is blocking or heavy filtering the game ports with the nettest reading like that there no way you will be able to play until it is fixed.
Check with your ISP and show them your test results.
Also if you have a program running like teamviewer it will prevent the game from working.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 5
03-15-2012, 09:10 AM
Quote:
Originally Posted by PegasusMD
no your slow speed would not cause problems with the nettest you are showing. Also your hop 4 is the start of your problems. It looks like based on the hops it your own ISP cause the problems that get worst when you connecto to the cogento routers. your ISP routers should not show that high ajump in routers withing it's own network.


It also very possible your ISP is blocking or heavy filtering the game ports with the nettest reading like that there no way you will be able to play until it is fixed.
Check with your ISP and show them your test results.
Also if you have a program running like teamviewer it will prevent the game from working.
Pegasus,

My ISP blocks no ports or doesnt do any type of shaping, i pay a "higher" price for this specifically because i play many MMO's and online games.
I did sill however email them and they can confirm they do no port blocking at all.

What else could be the cause if it is not on my side?
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 6
03-16-2012, 10:18 AM
Any ideas?
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 7
03-20-2012, 02:24 PM
hi! i am new to star trek online, and im having the same problem as wtfis456. im not really a computer techie, so im having difficulty understanding why i cant access the patch server. please help. ive been itching to play this game.
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 8
03-23-2012, 04:08 AM
Well guys, Does not seem People from here gives a rats arse about clients.

For the last 2 weeks i have been trying to connect to your damn game, i have switched beteen 3 dif ISP's contacted them and have been working with them to connect to your launcher's patch server. NO SUCCESS

This tells me the issue is on your side, prolly blocking my IP range of some sort. The fact that your support would not even reply to assist is SHAMEFUL!

Building a reputation for your company as pathetic will only allow me to never ever ever attempt to buy or use your services.

I hope you heard of the thing called Word of mouth, because this is eventually going to hurt your company and from what i can tell it isn't just me with the issue.

Have a nice day
Lt. Commander
Join Date: Dec 2007
Posts: 120
# 9
03-23-2012, 07:59 AM
Ummm...you *do* realize that PegasusMD doesn't work for Cryptic or PWE, right? Under the link you clicked to get to this area of the forums it reads:

"Receive peer to peer support for technical issues in regards to Star Trek Online here! File a support ticket if you need help from the Cryptic Support team."

That means 99% of the time the person responding to you is another *player* trying to be helpful. If you want customer support to respond to your problem you must file a support ticket.

Go to the STO home page and select "support" near the top to get that ball rolling. It may take anywhere from a day to a week for CS to respond to the ticket.

Sorry to hear you're having issues (I understand it's frustrating), but chewing out Cryptic in this forum is kind of like bashing your head against a brick wall...better to file a ticket that details your displeasure.
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