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03.05.2012 , 02:59 PM | #19
Quote: Originally Posted by JenHarkness View Post
Hi guys! Thank you for helping us in trying to track down these issues. We are actively working on the disconnects, and I wanted to take a minute to update you all on what we’ve been up to, what our plans are for the next steps, and what additional information we’d like to get from you.

First, let me tell you a bit about Error Code 9000 – unfortunately, it’s a pretty generic error. It means that for some reason, the server hasn’t heard from the client for over 30 seconds. That’s why a lot of you are seeing the latency meter go into the red just before the disconnect happens, because the connection isn’t getting information through. However, that means that there can be any number of reasons that the error can show up. It could be something on our end like a flaky router, something on your end like a bad wireless or antivirus, or something in between like an ISP throttling traffic. For all the people posting here, there are probably dozens of different causes, but we do think that there is one issue that is hitting most people, which shows up as repeated disconnects every few minutes with a latency spike just before the disconnect.

Over the last few weeks, we’ve been tweaking some of our network parameters to try to isolate the specific networking errors and also adding a lot of debugging information to our logs. Our goal is to correlate who gets hit by the problems, when they get hit, and what things they have in common. We’ve got another change we’re going to be trying soon (we have to make sure we don’t break things while we’re fixing other things) but we’d also like to get some additional information from you guys. We’ve got a new and much more specific list to fill out, and the last item is particularly important. We’d like to pick a few tech-savvy folks to get contacted by our networking and server engineers and walk through some debugging steps to try to nail down where the issue is happening. If you’re willing to work with us, please let us know on this thread and we’ll contact you to follow up. (CS will have any info that we’ll need).

Believe me, we want to get this resolved and we’re doing everything we can to try to make that happen!

Information we need:

1. Name of the server where you encounter disconnects
2. Day and time of a 1-2 hour block where you disconnected on average more than once every 15 minutes. (remember to tell us timezone!) We’re looking these up in the logs, so the more specific you can be the better!
3. Have you been receiving the disconnects continually? Are they during particular times of the day? Has it been consistent since launch? Do they tend to group up?
4. How reliably can you reproduce the disconnects? 100%? 75%?
5. Are you on a wired or wireless connection? If wireless, what brand and model of router are you using?
6. Do you share the network connection with others? If so, do they play SWTOR, and have they also experienced disconnects? Are their disconnects at the same time as yours?
7. What version of Windows are you running? Are you running 32 or 64 bit?
8. Are you running any antivirus or firewall programs or any other network filtering program?
9. Would you be willing to be contacted by a BioWare developer and work through some debugging steps hands on with us (most likely via phone)? If so, what timezone are you in?

1. Krath
2. Random any time I do a WZ (this could be 8am AEST to 9pm AEST), basically it happens when I do Operations or WZ, doesnt happen anywhere else AFAIK.
3. Sometimes during a WZ only.
4. 100% in WZ for ever 5 games.
5. Wired
6. No.
7. Windows 7 64-bit
8. Yes AVAST
9. Sure AEST.