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Players on your network are unable to play our product (Vermintide 2) after 4pm

5 years ago

Good afternoon,

 

I'm contacting you on behalf of the company I work for - Fatshark Games - concerning an issue Deutsche Telekom customers are having with our product, Vermintide 2 - an action video game. 

 

It would appear that during peak hours of the day (4pm onwards, I believe), our players are unable to establish a connection to our servers. This is occurring solely for customers of Deutsche Telekom and it's subsidiaries. 

 

Understandably, our customers are upset about this and any contact I've attempted to make with Deutsche Telekom previously has been unsuccessful.

 

I would appreciate it if somebody could inform me as to why only Deutsche Telekom customers are unable to establish a connection to our servers, whether you are already aware of the issue, and whether you have plans to rectify it soon. Our server address is  https://5107.playfabapi.com/

 

Thank you,

 

Julia

 

*** (GOOGLE TRANSLATE, SUBJECT TO INACCURACIES!) ***

 

Guten Tag,


Ich kontaktiere Sie im Namen des Unternehmens, für das ich arbeite - Fatshark Games - bezüglich eines Problems, das Kunden der Deutschen Telekom mit unserem Produkt Vermintide 2 - einem Action-Videospiel - haben.


Es scheint, dass unsere Spieler während der Stoßzeiten des Tages (ab 16 Uhr, glaube ich) keine Verbindung zu unseren Servern herstellen können. Dies geschieht ausschließlich für Kunden der Deutschen Telekom und ihrer Tochtergesellschaften.


Verständlicherweise sind unsere Kunden darüber verärgert und jeder Kontakt, den ich zuvor mit der Deutschen Telekom hergestellt habe, war erfolglos.


Ich würde mich freuen, wenn mich jemand darüber informieren könnte, warum nur Kunden der Deutschen Telekom keine Verbindung zu unseren Servern herstellen können, ob Sie das Problem bereits kennen und ob Sie Pläne haben, es bald zu beheben. Unsere Serveradresse lautet https://5107.playfabapi.com/


Vielen Dank,


Julia

1054

7

    • 5 years ago

      @FatsharkJulia 

      I'm a Telekom customer, just for your Info.

       

      To locate the (possible) network issue you as the server hoster should be able to identify the the hop where most packets get lost through a traceroute or MTR. Customers also can do this but in the other direction.

       

      This would probably help to speed up the troubleshooting process.

       

      Also if possible enter a callback number (only visible to employees) under "Rückrufnummer" in your profile here

      3

      Answer

      from

      5 years ago

      |------------------------------------------------------------------------------------------|
      | WinMTR statistics |
      | Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
      |------------------------------------------------|------|------|------|------|------|------|
      | speedport.ip - 0 | 56 | 56 | 0 | 0 | 2 | 0 |
      | No response from host - 100 | 12 | 0 | 0 | 0 | 0 | 0 |
      | 217.237.147.13 - 0 | 56 | 56 | 21 | 23 | 28 | 22 |
      | 195.145.92.25 - 0 | 56 | 56 | 22 | 24 | 28 | 23 |
      | ulm-eb5-i.ULM.DE.NET. DTAG .DE - 0 | 56 | 56 | 34 | 38 | 42 | 37 |
      | 80.150.168.46 - 0 | 56 | 56 | 39 | 61 | 98 | 77 |
      | activesync.t-online.de - 0 | 56 | 56 | 34 | 35 | 39 | 36 |
      |________________________________________________|______|______|______|______|______|______|
      WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

       

      Entspricht das der Hilfe, die Sie für das Troubleshooting benötigen?

       

      Answer

      from

      5 years ago

      @Mi C., @Schmidti & Co.

      Wir hatten ja schon mal Kontakt zu jemandem aus der Fachabteilung.

       

      Wo finden Interessierte einen Kontaktweg zum Abschluss eines IP-Trsnsit Vertrages?

       

      Answer

      from

      5 years ago

      Bin auch betroffen. Tracert ergibt folgendes:

       

      Geht nach Frankfurt, dann nach LA und Seattle und das wars dann.

       

      Routenverfolgung zu p-heavy-mainserver-1765130438.us-west-2.elb.amazonaws.com [52.32.34.211]
über maximal 30 Hops:

  1    <1 ms    <1 ms    <1 ms  fritz.box [192.168.178.1]
  2     6 ms     4 ms     4 ms  62.155.245.131
  3     9 ms     9 ms     9 ms  217.5.116.238
  4     9 ms     9 ms     8 ms  217.5.116.238
  5    10 ms     9 ms    10 ms  ffm-b4-link.telia.net [213.248.93.186]
  6   153 ms   153 ms   152 ms  ffm-bb2-link.telia.net [62.115.114.90]
  7     *        *        *     Zeitüberschreitung der Anforderung.
  8     *        *        *     Zeitüberschreitung der Anforderung.
  9   150 ms   150 ms   150 ms  las-b24-link.telia.net [62.115.114.86]
 10   152 ms   155 ms   151 ms  a100-ic-325183-las-b24.c.telia.net [62.115.155.111]
 11     *        *        *     Zeitüberschreitung der Anforderung.
 12     *        *        *     Zeitüberschreitung der Anforderung.
 13     *        *        *     Zeitüberschreitung der Anforderung.
 14     *        *        *     Zeitüberschreitung der Anforderung.
 15   188 ms   204 ms   187 ms  150.222.242.181
 16     *        *        *     Zeitüberschreitung der Anforderung.
 17   184 ms     *      191 ms  52.93.14.88
 18   180 ms   195 ms   193 ms  52.93.14.75
 19   192 ms   202 ms   202 ms  52.93.14.182
 20     *        *      181 ms  52.93.14.209
 21     *        *        *     Zeitüberschreitung der Anforderung.
 22     *        *        *     Zeitüberschreitung der Anforderung.
 23     *        *        *     Zeitüberschreitung der Anforderung.
 24     *        *        *     Zeitüberschreitung der Anforderung.
 25     *        *        *     Zeitüberschreitung der Anforderung.
 26     *        *        *     Zeitüberschreitung der Anforderung.
 27     *        *        *     Zeitüberschreitung der Anforderung.
 28     *        *        *     Zeitüberschreitung der Anforderung.
 29     *        *        *     Zeitüberschreitung der Anforderung.
 30     *        *        *     Zeitüberschreitung der Anforderung.

Ablaufverfolgung beendet.

       

      Unlogged in user

      Answer

      from

    • 5 years ago

      Customer-side MTR:

       

      |------------------------------------------------------------------------------------------|
      | WinMTR statistics |
      | Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
      |------------------------------------------------|------|------|------|------|------|------|
      | speedport.ip - 0 | 182 | 182 | 0 | 2 | 66 | 1 |
      | 62.155.246.181 - 0 | 182 | 182 | 23 | 28 | 123 | 25 |
      | 217.5.118.62 - 0 | 182 | 182 | 26 | 28 | 123 | 27 |
      | ffm-b4-link.telia.net - 1 | 178 | 177 | 37 | 42 | 117 | 38 |
      | ffm-bb1-link.telia.net - 0 | 182 | 182 | 182 | 184 | 252 | 183 |
      | prs-bb3-link.telia.net - 0 | 182 | 182 | 182 | 184 | 221 | 183 |
      | ash-bb2-link.telia.net - 1 | 178 | 177 | 188 | 189 | 211 | 188 |
      | las-b24-link.telia.net - 2 | 174 | 172 | 185 | 187 | 209 | 186 |
      | a100-ic-325183-las-b24.c.telia.net - 0 | 182 | 182 | 183 | 187 | 373 | 184 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | 150.222.242.175 - 42 | 70 | 41 | 209 | 219 | 248 | 223 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | 52.93.15.38 - 36 | 77 | 50 | 212 | 226 | 326 | 228 |
      | 52.93.15.33 - 49 | 62 | 32 | 0 | 220 | 326 | 217 |
      | 52.93.14.252 - 38 | 74 | 46 | 208 | 217 | 250 | 211 |
      | 52.93.15.17 - 43 | 69 | 40 | 209 | 219 | 285 | 212 |
      | 52.93.240.39 - 48 | 63 | 33 | 0 | 217 | 231 | 220 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      | Request timed out. - 100 | 37 | 0 | 0 | 0 | 0 | 0 |
      |________________________________________________|______|______|______|______|______|______|

      0

    • 5 years ago

      Hey @FatsharkJulia, welcome in our community and thank you for contacting us.

       

      FatsharkJulia

      Understandably, our customers are upset about this and any contact I've attempted to make with Deutsche Telekom previously has been unsuccessful.

      Understandably, our customers are upset about this and any contact I've attempted to make with Deutsche Telekom previously has been unsuccessful.

      FatsharkJulia

      Understandably, our customers are upset about this and any contact I've attempted to make with Deutsche Telekom previously has been unsuccessful.


      I am sorry that contacting us has not yet been successful. May I ask which way of contact you already tried? The best way to contact our department responsible for ip-transit is using their contact form: https://globalcarrier.telekom.com/contact

       

      In the meantime we have forwarded your stored contact data and someone from the ip-transit team will get back to you soon. I am sure together we will find a solution so that your players can have a great gaming experience again. 

       

      Regards,

      Waldemar H.

       

      1

      Answer

      from

      5 years ago

      Thank you Waldemar, I appreciate your response.

       

      I have attempted to make contact via Twitter, and spoke to somebody via the live chat but was subsequently directed to submit an email via the website (which I couldn't do due to lack of customer number). 

       

      Thank you for passing the information on to your IP-Transit department. I look forward to hearing from them.

       

      Best,

       

      Julia 

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