Curse

redringrick · Jun 14, 2006, 05:59 PM // 17:59

I have been experiencing code 7 since factions. The last 2 weeks have become unbearable to play. The following is partial emails (there is over 20) back and forth between anet customer service and me. Enjoy and I hope this helps some people.

#1
Did the flush still hapening. And its really getting annoying. I have been at the forgemaster to craft my armor 5 times this week and everytime I get error7. Quests ,,missions anything. If its not my connection or my ISP what is this? PLease i paid alot for 6 copies (prophecies/factions) for 3 computers and would love to know why this is happening.

Enclosed is the Dxdiag.

#2
Hello Rick,

It looks like you have some old drivers installed for your video card. This can cause delays and even disconnects in the game. Let's try updating these drivers to see if your situation improves.

ATI's Drivers and Downloads can found at:

https://support.ati.com/ics/support/...ge&folderID=27

Click 'Windows XP Drivers and Software'
Click 'Radeon'
Click 'Catalyst 6.4 Windows XP - Driver Download'
Grab the second download on the next page, that contains the Catalyst Control Center.

Run the download, and the installer will update your drivers. Try playing again afterwards.

Let us know if the new drivers help.

#3
Good Morning. I have tried all these steps. Sent you all my information. But this problem is still persisting. Within the last 15 minutes I have gotten code 007 twice. I can only assume after all these tests,,and wasted time..that it is the Anet servers. If you can find no issue with my system then I do beleive the fault lies on your end. As I stated before,my system runs the internet and every other game fine. It is only Guild Wars that does this. I can play World of Warcraft or Star Wars Galaxies and
leave them running for over 12 hours staight overnight. I tested this. And no disconnects. I understand that servers have issues. I also understand that this does happen to other people. They just may be fed up enough to not report it. But I do enjoy this game alot so I am fighting as hard as I can to be able to enjoy it. But since this began I have not been able to. Long quests are impossible to finish. Grouping with friends or guildmates is also impossible because they kn! ow of m y issue and are
afraid I will be code 7'd. I understand you are trying to help me with htis but it is getting frustrating. I have had loot drop (high end) and went error 7 at the same moment it has dropped. I have been at the end of finishing quests--same deal. Crafting my Fissure of Woe armor--same deal. Lucky last night I was able to craft 2 pieces of 4 after an error 7 i ran in with a quick fast group. Directly after crafting--code 007.

#4
Rick,

Would you happen to be in the Massachusetts area? We are tracking an issue concerning Error 7's that are only affecting customers with Comcast in that area. We have had several reports of this so you are not alone. We are still collecting data to see if there is anything we can find and provide to Comcast but at this time we are not certain why only those customers are having these problems..

We see that you are behind a router. For your network test to be valid we need results without the router connected. Please remove the router and run the test once more. The test has been slightly modified so please follow the steps below to ensure you are using the correct tool.

I would like to get more information regarding the status of your connection so that I may better investigate the cause. We have a small utility that will run traceroutes, pathpings, and port tests to our servers. We ask that if you are using a router, hub, or switch, to first disconnect this device and connect directly to your modem before running this utility. You may have to reboot your modem and/or computer to reestablish your Internet connection.

Please browse to the following link, download the tool, run it and send us the network_data_GW text file it produces.

ftp://ftp.guildwars.com/diag/netinfotool_allos_gw.exe

If the above link does not work, you may need to set your FTP mode to passive. If you are using Internet Explorer, this option is located in the menu Tools->Internet Options...->Advanced->'Use Passive FTP (for firewall and DSL modem compatibility).'

#5
Ok this is starting to get a little rediculous. I have enclosed the new text file to this message. It is now worse then ever. The last 2 days I have recieved error 7 everytime I log on about 10 minutes in. I log back on and Im fine for about 20 minutes then error 007 again. And I am not the only one. I was in several (due to the fact that I kept being disconnected and had to find a new group every 10 minutes) groups in the Tomb of Primevil Kings
on the America server. Every single group had people go code 007. And it wasnt just one player. Sometime 4 out of 8 would go error 007.

This is ridiculous. I paid for multiple copies of a game that does not work as intended. You have put me through hoops and attempted to put the cause on me when it is clearly your companies fault for not providing a service for whitch I have paid for. It may be just a video game to you but this is also a bad business practice to suggest that you have a working product which has cost me in access of over two hundred dollars, that in fact does not preform as it should.

It is obvious to me and many players on local message boards which can be found here:

http://www.guildwarsguru.com/forum/s....php?t=3020593

Here:

http://www.guildwarsguru.com/forum/s....php?t=3052463

Here:

http://forums.gwonline.net/showthread.php?t=404144

And Here:

http://forums.gwonline.net/showthread.php?t=365084

This is not an issue with my computer or my hardware as you made it out to be intentionally. It is a problem on your end. And to insist day after day that it was a problem on my end is just plain silly. Please either fix this error or openly admit in your advertising and packaging that this game will only work for brief 15-20 minute periods. You are advertising a service which you cannot provide or do provide to a limited base.

Thank you and I look forward to hearing from you!

#6

Hello Rick,

This problem appears to be isolated to Comcast customers. We are gathering more data to determine where the source of the problem lies, but as it only affects players using one ISP it is not likely to be an issue with our servers. As a test, would you be able to use a different Internet connection, perhaps at a friend's house, to see if you have the same issue?

Thank you,
Guild Wars Technical Support

#7
Seriously? I dont need to the threads and articles in my previous responce clearly show and state that this is not localized to just comcast customers. So what your saying to me is that Guild wars will not operate properly using comcast? Is this what you are telling me?

#8
Hello Rick,

No, we're not saying that the game will not work with your ISP. We're saying that it appears there is a temporary problem, possibly with our network but more likely with Comcast's. As stated, we're still gathering information to identify the source of the problem. If you could test a different connection that would be helpful to get more evidence as to the nature of the issue.

Regards,
Guild Wars Technical Support

#9
And how may I test this other connection? I am a disabled 29 year old veteran who doesnt really get around so well and your asking me to go someplace else and see if the game works there? Thats ridiculous and just not right. If you are experiencing issues with your servers and comcast please just say that. Don't make me go and do all these little tasks that are totally uncalled for and not worth the time. If you would have bothered to read my previous email and the links I supplied you with you would
see that this issu IS NOT LOCALIZED TO JUST COMCAST SUBSCRIBERS. Now either please tell me there is an issue and you are working on fixing it and will keep me updated or just state that its comcast and just comcast so that I may send this emai lto them and have them handle it.

Again

Thank you for your time

#10
Hello Rick,

As I have stated multiple times, we are still gathering information on this issue. We do not yet know the source of the problem. We have a good idea as to what it is, but it's too early to commit without more evidence. If you do not want to perform further testing steps with us that is definitely within your rights. Please rest assured then that regardless of where the problem originates from we are working to identify and resolve it.

Regards,
Guild Wars Technical Support

They rest of the emails were nothing but the diagnostics reports. There are 21 emails in all ranging from direct x tests to ping path traces.
This is kinda crazy for them to do this and not admit anything but hey what do i know.

redringrick · Jun 14, 2006, 06:00 PM // 18:00

Just recieved this from comcast. No matter what anet says it is not comcast.

Dear Rick,

Thank you for taking the time to write us.

I understand you are having issues with your Internet connection. After
reviewing your account information, and your location, I do not see any outages
in your area affecting connectivity. Just to make sure, I ran a couple of tests
from here to your modem, and did not get any slow or missing responses. Slow or
missing responses would need to be present to indicate a connectivity issue.

So yes indeed the error/code 007 is areanet and their servers.

KiyaKoreena · Jun 14, 2006, 06:24 PM // 18:24

They are working on finding out why some people are experiencing the error 7 problems. There are MANY people who are not having these errors so I wouldnt be placing all the blame on anet or their servers. If it was only their end shouldnt everyone be erroring out? There are so many paths data takes to link everything together any spot could be causing it. Anyone who runs a LAN could tell you its a pain to find problem causes sometimes. Now think - they are trying to find the problem spot on a global size. Maybe it's something in the game code, but once again then shouldnt everyone be erroring? Calm down and play something else for a while if you are having such bad problems because getting angry at the tech support is not going to help anyone or speed anything up.

lyra_song · Jun 14, 2006, 06:30 PM // 18:30

Ya it sucks, my guildmate archie error 07s on command whenever he enters any mission. So he cant beat the last mission. Hes stuck. And we cant take him farming, cause he drops. We cant go to alliance battles, cause he drops. And yes, he uses Comcast.

redringrick · Jun 14, 2006, 06:33 PM // 18:33

I am going to be angry. Instead of wasting 2 weeks of my time they should have stated there was an issue and it was being worked on. Not having me run silly tests(go to a friends house and see if it works there?). Come on now man thats just plain silly.
And yes it is a problem with the east coast servers and a boradband connection. And it is Anet. Just because it does not effect you does not mean hundreds of people are not affected by it.

Loviatar · Jun 14, 2006, 06:38 PM // 18:38

Quote:

Originally Posted by redringrick

I am going to be angry. Instead of wasting 2 weeks of my time they should have stated there was an issue and it was being worked on. Not having me run silly tests(go to a friends house and see if it works there?). Come on now man thats just plain silly.

were you being sarcastic or an

they have to rule out one thing at a time.

first your pc/drivers/router
second your connection (if friend has DSL/dialup and it works......

)
third the traces asked for show where the block is

mosy likely Alternet as laid out here in detail so please read it

http://www.guildwarsguru.com/forum/s....php?t=3030662

EDIT

so you can know who Alternet is

Quote:

AlterNet, aka UUNet is part of Verizon. We're not talking about a lowly ISP that you get your connection from, but one of the big boys, a Tier One carrier, the top of the ISP food chain. According to wikipedia, they are one of only 9 IPv4 (Tier one) ISPs in the world. If you read through the Tier one article, and each ISP, you'll realize that all of them (except Nippon) are in some way US companies (although not in all ways; but definitely in terms of where some of their physical network is). Almost every other ISP depends on them directly or indirectly for something...

In case some of you don't remember, we had a couple hours back in late October of last year where two of the tier ones (Verio and Level 3) couldn't communicate with each other. Not a particularly fun night, and it was only a few hours.

lyra_song · Jun 14, 2006, 06:40 PM // 18:40

Quote:

Originally Posted by redringrick

I am going to be angry. Instead of wasting 2 weeks of my time they should have stated there was an issue and it was being worked on. Not having me run silly tests(go to a friends house and see if it works there?). Come on now man thats just plain silly.
And yes it is a problem with the east coast servers and a boradband connection. And it is Anet. Just because it does not effect you does not mean hundreds of people are not affected by it.

This is standard on how tech support works. Its called process of elimination. Yes im sure they could have "Well we are having problems with certain comcast subscribers", but that wouldnt neccessarily be you.

You could have misdiagnosed the problem as "Anet's fault", when in reality, your router might need a new firmware upgrade.

Dont take it personal. Ive worked as tech support and theres nothing worse than a customer who insists he knows whats wrong, because more often than not, they are missing something, or forgetting something, and confusing it with some other error, and in the end, its ALWAYS going to be my fault for some reason. *groan*

redringrick · Jun 14, 2006, 06:41 PM // 18:41

I understand the path pings and the other tests.
What I do not understand is them asking me to take the my computer and hardware to a friends house to test it on thier connection. That is dumb.
And btw I would like an apology for the idiot comment please. That was uncalled for.

Loviatar · Jun 14, 2006, 06:44 PM // 18:44

Quote:

Originally Posted by redringrick

I understand the path pings and the other tests.
What I do not understand is them asking me to take the my computer and hardware to a friends house to test it on thier connection. That is dumb.
And btw I would like an apology for the idiot comment please. That was uncalled for.

they want you to access your account from your friends place using his pc/connection not haul your pc over there

redringrick · Jun 14, 2006, 06:45 PM // 18:45

You know what I am going to ask a moderator to close or delete this topic. I was only trying to show what occured in my situation in hopes that others would benefit or learn from it. I gathered resources and data on this recent error from all over the web. From message boards and private emails. I have forwarded the collected data to comcast and anet.
It is a problem with the anet servers communication on the east coast. Plain and simple. You can talk all the tech knowledge you want this is the truth plain and simple.
Comcast and arenanet have stated this. Yet I am confronted with attitude and the typical "You are wrong."
Yes I understand the trace tests. That is ok with me. BUt if the entire time they were asking me to do thi, after receiving my initial information, they knew what the issue was and a fix was in the works, should they have not said something?
I apologize for wasting your time.
Regards
PS-Yes the CS rep did ask me to take my entire set up to a neighbors.Thank you for the uneducated comment!

cal_01 · Jun 14, 2006, 06:49 PM // 18:49

Re: Comcast. There's another thread around here about Comcast problems. Seems like it's only affecting certain customers in a certain area if they connect through a certain router/access point.

But be patient. Yelling at the custserv rep isn't going to fix anything. In fact, it'll probably make it harder for him to do his job.

Loviatar · Jun 14, 2006, 06:55 PM // 18:55

Quote:

Originally Posted by redringrick

PS-Yes the CS rep did ask me to take my entire set up to a neighbors.Thank you for the uneducated comment!

if they actually said that you do indeed have my apology.

the Alterner big packet loss has been confirmed from many sources as where most of the problem happens and they are between your isp and Anets servers.

i route past the Alternet problem area and have had only 2 007 in 13 months of daily play.

Tarun · Jun 14, 2006, 06:57 PM // 18:57

Quote:

Originally Posted by redringrick

You know what I am going to ask a moderator to close or delete this topic. I was only trying to show what occured in my situation in hopes that others would benefit or learn from it. I gathered resources and data on this recent error from all over the web. From message boards and private emails. I have forwarded the collected data to comcast and anet.
It is a problem with the anet servers communication on the east coast. Plain and simple. You can talk all the tech knowledge you want this is the truth plain and simple.
Comcast and arenanet have stated this. Yet I am confronted with attitude and the typical "You are wrong."
Yes I understand the trace tests. That is ok with me. BUt if the entire time they were asking me to do thi, after receiving my initial information, they knew what the issue was and a fix was in the works, should they have not said something?
I apologize for wasting your time.
Regards
PS-Yes the CS rep did ask me to take my entire set up to a neighbors.Thank you for the uneducated comment!

I know exactly how you feel. I too was hit for about 6 hours with error 7's. Their support is the worst around. I do tech support and when I read them trying to blame it on your graphic drivers I just laughed.

It's funny as hell when they try to say "Oh try this or this" and I just flat out tell them. "I do tech support for a living and am fed up with your idiotic responses." and from there basically school them. I've gotten replies saying "Oh, I apologize as we overlooked <insert the problem source here>."

If you're having err7 problems, jot down the IP address. Next go to www.dnsstuff.com and run diagnostic tests there. TraceRoute and Ping are the best ones. Shove the traceroute link in their faces and let them see it's not an issue with you or your ISP. That it is in fact a bad server hop that reaches Alter.net or ArenaNet/NCSoft's general location. Your results may improve from there. By the way, don't worry about half the trolls that replied to you. They're just looking for attention. You know what's going on and I hope my post helps you get better replies from NCSoft support to resolve your issue.

Best of luck,
Tarun

cal_01 · Jun 14, 2006, 06:58 PM // 18:58

Lovi, how did you route past the Alternet problem areas? The only way I can get past it so far is to install GW on my work computer and connect through the University connection...

Loviatar · Jun 14, 2006, 07:13 PM // 19:13

Quote:

Originally Posted by cal_01

Lovi, how did you route past the Alternet problem areas? The only way I can get past it so far is to install GW on my work computer and connect through the University connection...

maybe just lucky and maybe i did it wrong.

all i know is that my little island area does not 007

EDIT

IT TURNS OUT I AM ALMOST NEXT DOOR TO THEIR MAIN DATA CENTER.

see server maintainance thread

tlarseth · Sep 27, 2006, 05:22 AM // 05:22

I for one does not use Comcast, and I get the 007 error all the time. I have tried playing on different computers and with different connections with various carriers from my friends house. This error 007 seems to be affecting all of the US and not a certain area of it like ANet thinks it is. I believe it is because of a problem with the servers they are using.

If we all remember they had problems with a few servers, and the Beta weekend for Nightfall was delaid a few hours. I believe they never totally fixed that problem but possibly bypassed it, which in the end might be causing all these 007 errors we are getting now.

Now, please don't razz me on this, as it is just a quick thought that is going on in my head, as I troubleshoot computers and programs all day and kind of think about this stuff all the time even when I don't want to.

Doomlord_Slayermann · Sep 27, 2006, 06:25 AM // 06:25

I can appreciate frustration with the Error 7s, but the self-righteous crusading against ArenaNet needs to stop. ArenaNet's tech support is trying its best to isolate your problem and all you do is rant at them. It doesn't help.

If ArenaNet knew what the problem was, they would be fixing it. You ordering them to fix it is pointless. The best thing you can do is provide them with as much information as possible. THAT is what is going to help fix your problem.

Can't get to a friend's house to get that bit of information? Just say so. End of problem.

just rude · Sep 27, 2006, 06:52 AM // 06:52

www.dnsstuff.com

Hey that things fun,

Guild Wars servers are in Texas? didn't know that.

My tracert goes from home to NY, to Reston, VA. Then to Tempe, Arizon. Then all it does is timeout.

Which driver do I update for that?

edit:

They have an adress listed anyone wanna drop by and say hi? LOL J/K

DutchGun · Sep 27, 2006, 07:32 AM // 07:32

For what it's worth, I've been experiencing a lot of disconnects over the last day or two. More than likely Anet will figure out what the problem is, and either fix the problem (if it indeed their problem), or start laying some heat on the backbone service provider who screwed up (that's happened a number of times in the past, so I wouldn't discount that).

I hope you can get a steady connection again soon, my friend. I know it must be frustrating. But while it's probably more theraputic to rant about the problems you're experiencing here, I still think that helping the tech support as best you can (and politely declining when a request is impractical for you) is going to help get the problem solved faster.

sour fruit · Sep 27, 2006, 12:21 PM // 12:21

I've been getting alot of 007 error's. They started yesterday. Now don't tell me it's my computer i've tested it, this happened striaght after the weekend event. I dislike it as i paid alot of money for the game....