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Update and Information Request: Error Code 9000

STAR WARS: The Old Republic > English > Customer Service
Update and Information Request: Error Code 9000
First BioWare Post First BioWare Post

JenHarkness's Avatar


JenHarkness
01.11.2012 , 04:51 PM | #1 Click here to go to the next staff post in this thread. Next  
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?

Jen Harkness
Senior Server Programmer

JovethGonzalez's Avatar


JovethGonzalez
01.11.2012 , 05:27 PM | #2 Click here to go to the next staff post in this thread. Next  
Please try to only respond to this thread by answering these questions, as formatted. This will help us look through the responses much faster. Thank you!

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?

Notannos's Avatar


Notannos
03.03.2012 , 02:48 PM | #3
Hello all,

Since the previous incarnation of this thread passed the 1k mark, we've recreated the thread for you to continue your discussion in.

A couple of reminders for you to keep in mind:
  • Rude comments and Insults are not allowed. There are many different opinions and we expect our community members to be respectful of one another and their opinions.
  • Trolling is not allowed either. This includes posts that are meant for the sole purpose of causing disruptions in the threads, flames or overly negative reactions.
  • Ignore list - If you find that you absolutely cannot get along with someone, please place them on your ignore list.
  • Flag - If you think a post is breaking the forum rules, please flag it so the Community Team can investigate.

We thank you for your efforts in keeping the thread on topic, constructive and respectful.

gsenkum's Avatar


gsenkum
03.03.2012 , 03:10 PM | #4
1. Name of the server where you encounter disconnects

Krayt Dragon

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!

Most recently around 3:30 - 4:00pm EST today (Mar 3, 2012)

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?


This happened very very rarely before - but something changed in the latest patch (1.1.4). Had the disconnect issue at least for 3 or 4 separate days - since the patch.

4. How reliably can you reproduce the disconnects? 100%? 75%?


100%

5. Are you on a wired or wireless connection? If wireless, what brand and model of router are you using?

Wired.

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?


No Sharing.

7. What version of Windows are you running? Are you running 32 or 64 bit?

Windows 7 64-bit.

8. Are you running any antivirus or firewall programs or any other network filtering program?

I have Norton & Malware bytes - but turning it off doesn't stop the disconnects.

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?

Yes - EST.

RobbyRob's Avatar


RobbyRob
03.03.2012 , 03:40 PM | #5
so, can we get an update now to mark this monumental occasion of a new thread? that would be rad!

Kielbasa's Avatar


Kielbasa
03.03.2012 , 03:56 PM | #6
Here is something I posted in the last thread, and I'm only re-posting it here because of a reply to the post.


"Okay, I'm not gonna bother answering those questions, because from the posts I've read, it's happening to both wired and wireless users, different routers, different servers, etc.

However, I AM going to explain my experience, which might shed a little light on it. To begin with, I've already unsubbed because of this, and will only come back once they figure out what's causing it.

In my case, tried from two different locations, two different PCs, different ISPs, routers, etc., the disconnects ONLY occur when someone else is online, doing something OTHER THAN PLAYING SWTOR. At my buddies house, where we first tested this, we both played the game for several hours, with no lag spikes, and no disconnects. We then took turns, with one of us continuing to play, while the other would do something as mundane as opening a web browser.

Within a couple of minutes, the person still playing would start getting the error 9000. These would occur almost like clockwork every 30-60 seconds (not counting login times). We would then swap out, only to have the same thing happen. IF the non-player closed out of whatever was accessing the internet, the disconnects would stop completely. This was then repeated at my house with the EXACT same results.

At the time I'm writing this, I had just experienced two disconnects in roughly a 3-4 minute time frame. Meanwhile, my wife was sitting next to me playing some flash game from Armor games.

My opinion (and we all know that, like a certain orifice in your nether region, everyone has one) is this: Bioware's system is sending UDP packets on certain ports, and those same ports might also be utilized by other programs/applications. Since UDP packets are used for speed, and have no error correction, if something happens to one of those packets, it simply gets dropped. There's no request back to Bioware for a replacement packet. If enough of those packets DO get dropped, there would seem to be no other choice for the client but to terminate the connection.

Just my $0.02"

AND....here is the reply, from someone called renegadeimp:

"So you are basically saying that the issue is on your home connection or ISP, yet you want Bioware to fix it? "


Ok. Obviously you're a troll, as you either missed or chose to ignore the part of my post where I clearly stated different ISPs (I have Comcast, he has AT&T). Also, in case your reading comprehension is just totally off, this test included two different locations, which ALSO means two DIFFERENT home networks. I will also point out what should be obvious (since I'm posting about it HERE), but SWTOR is the only thing being affected. No other games, Netflix, browsing, etc. ONLY this game.

What this means is that it is NOT our home networks or ISPs causing this issue. Please step down from your fanboi soapbox and go sit at the kiddie table.

schnozwangler's Avatar


schnozwangler
03.03.2012 , 05:03 PM | #7
1.canderous ordo
2. weekdays 6-11pm EST, weekends all day.
3. recently getting d/c continually. has not been since launch, only since feb 28th patch it seems.
4. almost 100% during peak times
5. wired straight from modem
6.no
7.W7. 32bit.
8. yes but swtor is allowed bypass on them.
9.yes, if not at work. 7pm est.

Bluestone's Avatar


Bluestone
03.03.2012 , 05:19 PM | #8
1. Name of the server where you encounter disconnects.
Ajunta Pall

2. Day and time of a 1-2 hour block where you disconnected on average more than once every 15 minutes.
Every day (7 days) when I first log in for about 1 hour then it stops and I can play fine. It happens whether I log in at 8am NZDT or 11am NZDT or anywhere in between (Usually I log in at about 8am NZDT though)

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?
The disconnects happen continually for about an hour then they stop. It has only been happening for 1-2 weeks. They are all within the first hour of me trying to play each day.

4. How reliably can you reproduce the disconnects? 100%? 75%?
Everyday consistently for about the last week. I just keep trying until it stops happening.

5. Are you on a wired or wireless connection? If wireless, what brand and model of router are you using?
Belkin Wireless G Router.

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?
I do share the internet at home but at the time of the disconnects I am the only one at home so I know no one else is using the internet at the time. No one else in my house plays SWTOR.

7. What version of Windows are you running? Are you running 32 or 64 bit?
Win7 32-bit

8. Are you running any antivirus or firewall programs or any other network filtering program?
I run Microsoft Security Essentials and the default Win 7 firewall.

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?
Yes that would be fine. NZDT (New Zealand).
Harbinger [Sanctuary] Co-Leader Ode'n of the Bluestone Legacy
Harbinger [Adversity] Co-Leader Kho'r of the Bluestone Legacy

Onallion's Avatar


Onallion
03.03.2012 , 06:36 PM | #9
I can now confirm that this only happens when the other computer in the house is turned on. Doesn't have to be doing anything, just turned on and connected to the network (it is a wired PC). I have been playing for hours with it turned off and have not been disconnected once.

I have pretty much tried everything on my Netgear DGN2200 router, including enabling/disabling QOS for my PC, WMM, SIP ALG, Firewall (allowing all), forwarding specific ports, DMZ, UPNP...I have pretty much stripped this router bare to PPPoE, DHCP and wireless. What else can I do?

Only thing left is MTU maybe? this is so frustrating and we are getting absolutely no help from Bioware...

princelucivar's Avatar


princelucivar
03.03.2012 , 06:43 PM | #10
This wont be a fix for everyone but something worth trying, I started getting this for no reason today and I unplugged from my router and ran a line directly from my modem to my computer and it's stopped. Not something you want to do permanently.. but a temporary fix i guess.

Like onallion said above me, maybe for some reason swtor will only handle one computer on your internet sometimes, it seems like both of our fixes are related.