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Thread: Have bad lag / packetloss / lagouts? Help us fix it!

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  1. #1
    give life, take death qan's Avatar
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    Have bad lag / packetloss / lagouts? Help us fix it!

    We believe we've isolated this ongoing connection problem to the network that TW is hosted on, but not the server itself. Unfortunately, the company is a large corporation that hosts over 100,000 game servers, and will not investigate the issue unless enough reports come in to make it "actionable." At that point, support agents will receive more and more negative points in their department if it isn't resolved. Simple self-interest is what will get this fixed. The information you provide will also help them locate the source of the issue. Last time this happened in 2015, it was a DDoSer using their network secretly, so we're actually doing them a big favor.


    What we need you to do: run a Trace from inside Continuum, and then submit your report to the TW server host.

    Here's how:


    1. Exit to the main menu/zone list.
    2. Select TW (or EG) and press the big TRACE button.
    3. Wait 5 (or more) minutes, or until you have at least 30-50 cycles completed. (See Cycles in bottom left corner)
    4. Click "Export..." and save the report to a text file. On your desktop is a good location, for easy reference.
    5. Open the text file from where you saved it, select all, copy, and paste into the sample letter below where it says (Paste traceroute report here)
    6. Find your IP address using www.whatismyip.com, and paste after My originating IP:
    7. Go to https://www.superb.net/about/contact-us#phonehere
    8. Fill out the form. In the Comments section, paste the completed letter.
    9. Rinse and repeat every day until they fix it. This is what worked last time.

    Technically-skilled people are encouraged to submit their own preferred multi-iteration traceroute instead of Continuum's built-in util. mtr from a Linux box is a great option, as it provides a much clearer representation of actual packetloss rates. Try this: mtr -rwc 50 -i 1.0 -rw 66.36.247.83


    Visual guide for how to use Continuum's Trace: http://imgur.com/a/BHCRt

    You can also try contacting HopOne with the same info, though when I tried a couple of days ago, the contact form was broken.
    https://www.hopone.net/contact-us/

    And, if you're willing, you're encouraged to use the Chat feature on either Superb.net or Hopone.net and explain the situation to them, and see what they are doing about the problem. (Or call them directly.) Reference Ticket #553598 and ask them what they're doing to resolve it. Every time someone reports, chats, calls, etc., this gets bumped in priority.


    -----COPY BELOW THIS LINE-----


    Hello,

    I'm a player of the game Subspace. Our game server at 66.36.247.83 has been hosted by your company for more than a decade. Many players, including me, have been experiencing extremely high packetloss, and our game server is forced to reboot several times a day as a result of it, ruining many games. The packetloss is occurring en route to the server, starting at certain entry points to Hopone, and therefore, appears unrelated to our server specifically. This has been happening for nearly a week, and is disrupting our ability to play the game. We had a similar problem in February 2015, when you discovered the cause to be a well-hidden DDoSer originating from part of your network.

    We already have a support ticket in (Ticket 553598), but our head administrator may not be available to respond to it, as the email address you have on file for him is possibly outdated. Also, it's safe to say that as one of the multi-millionaire creators of Skype and Kazaa, he's a difficult man to reach.

    Please add my traceroute report, found below, to the ticket. I will continue to submit reports to help diagnose this issue until it can be resolved.

    My originating IP: ---(Go to https://www.whatismyip.com/ and paste your IP here)---

    ---(Paste traceroute report here)---

    Thank you for your time.
    Last edited by qan; 06-24-2017 at 01:05 AM.
    "You're a gentleman," they used to say to him. "You shouldn't have gone murdering people with a hatchet; that's no occupation for a gentleman."
    -Dostoevsky's Crime and Punishment

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