Can't access any SoE website or game service!

[Pskl]

Yep, I seem to be having this problem too. My ISP is Shaw, in Canada. Connection type is cable internet, dynamically assigned IP addresses. I have been playing Planetside 2 since the beta test back in November (?) and have not had any problems with connectivity. This problem started on April 18th, 2013, between ~4:00 pm and ~7:00 pm (MST), and it is now April 22nd, 2013. All internet accessible devices in the home could not access SOE-related websites/services. Troubleshooting steps attempted so far were:

- pinging www.soe.com, which resulted in 4x ping timeout.
- tracert, stopped at "demarc1.soe.switchnap.com [216.115.64.74]" (no response from or past that server). Got a friend who is on the same ISP, and could still access the game/websites, to do a tracert. That's how I found out the name/IP of that server.
- added a device to the DMZ on the router, no effect.
- rebooted router to factory default settings, no effect.
- changed DNS servers on router to Google's public DNS (8.8.8.8 , 8.8.4.4), no effect.
- Plugged a computer directly into the cable modem, was assigned a new IP address and could suddenly access the site/services (!). Plugged back into the router, assigned old IP address, back to not being able to access the websites/game.
- Changed MAC address on router (to the same address as a computer in my home), was assigned new IP address and could access the site again! That worked for about a DAY: played PS2 most of the night and a few hours the next day, got off. Got back on the computer ~4 hours later (in the evening, around the same time as when I first found out I had lost access), could not access websites/game again (was still using the same IP address, the one that was working, I checked!).
- Plugged computer directly into cable modem. Because the computer had the same MAC address as the router, was assigned same non-working IP address, and still could not access websites/game.

All through these troubleshooting steps, I've been bouncing between my ISP and SOE, each blaming the other for the loss of connectivity (ISP: "It's your router that's the problem", SOE: "It's your ISP that's blocking you", ISP: "We can connect fine, so SOE is the one that's blocking you", SOE: "Nuh-uh! They are!"). Very frustrating indeed! I'll update this post if I manage to find out exactly what was causing the problem, and I hope these troubleshooting steps that I've listed can at least be of help to the next person to find this thread. Good luck!

EDIT: Also, there was a thread on the official PS2 forums about this problem, here is the google-cached version, text only: Page _1_-_2_. Unfortunately, they were unable to find a solution before the thread was locked.

EDITEDIT: Oh yes, also tried flushing my DNS as one of the troubleshooting steps, no effect.

UBEREDIT: Downloaded, installed, and ran a full scan with Malwarebytes, and ran a scan with my currently-installed virus scanner, Microsoft Security Essentials (I know, I know..), no viruses found. Also, Windows is up-to-date (Windows 7 pro, all important updates installed), so.. yeah.

ANOTHEREDIT: Don't bother trying to contact Switchnap (aka Switch Communications Group, the folks that maintain the server "demarc1.soe.switchnap.com") yourself: according to them, they have no control over the servers themselves, they just "keep the power on". Any troubleshooting with them would have to be done from SOE's end.

FINALEDIT: Welp, one week later, and it seems that my original IP address is able to access the websites/games again. No idea what caused the problem originally, still not sure what the problem was, and no idea what to do to prevent it from happening again. The SOE support representative that I have been talking to has sent my support ticket over to the networking guys, and they're going to have a look at it. Maybe they might have some additional input on what's going on.

EDITEDIT: Problem occured again (05/06/2013), same IP address as the one that first started having problems. Changed MAC address, obtained new IP address, I'll see how long this one lasts. Haven't heard anything from SOE support yet about it, though the rep I talked to said something about not holding his breath. Nothing interesting in the Windows Event Logs, and the only thing I could find in the router's logs was something about a lease update for my IP address (occurred about 10-15 minutes before getting back to my computer and discovering SOE websites were inaccessible). :\

EDITAGAIN: A week after the above (05/14/2013), changed back to original MAC address, got the original IP address back again, and the problem is gone. Eh...

[Batisat]

Having the same problem too, it happened a week ago and is happening again, no idea why

[Geld]

Also having this issue. Started today sometime after 2:16pm EST as that was my last time in game. My ISP is Cogeco and my ISP also says there are no issues on their end.

[Pskl]

Hey guys, if you can get to a computer that can still access SOE sites, you should submit a ticket on this (help.soe.com, log in and click the "open a support ticket" tab), email them ([email protected]), or maybe call up SOE support (858 537-0898, 7:00 am - 7:00 pm Pacific Time, Monday - Friday). I know the TSR I talked to has sort of an unofficial list of people affected by this, let them know that you're having this problem as well.

[Geld]

Originally Posted by Pskl

Hey guys, if you can get to a computer that can still access SOE sites, you should submit a ticket on this (help.soe.com, log in and click the "open a support ticket" tab), email them ([email protected]), or maybe call up SOE support (858 537-0898, 7:00 am - 7:00 pm Pacific Time, Monday - Friday). I know the TSR I talked to has sort of an unofficial list of people affected by this, let them know that you're having this problem as well.

This. I used a program called TOR (https://www.torproject.org/) to get access to SOE websites back as it lets you browse with a new IP. I then submitted a ticket and it went through the proper channels and I got access back.

I also found out after making my initial post on this site that I lost access cause my IP was banned. It was proven that my ban was done in error however, so this route may not work for everyone.

[Padfutonian]

Originally Posted by Geld

This. I used a program called TOR (https://www.torproject.org/) to get access to SOE websites back as it lets you browse with a new IP. I then submitted a ticket and it went through the proper channels and I got access back.

I also found out after making my initial post on this site that I lost access cause my IP was banned. It was proven that my ban was done in error however, so this route may not work for everyone.

when did you make a ticket, and when did they reply? I also submitted a ticket yesterday but there was no reply.

[Geld]

Originally Posted by Padfutonian

when did you make a ticket, and when did they reply? I also submitted a ticket yesterday but there was no reply.

Hi Padfutonian, I'll give you my steps and timeline.

1. I made my ticket Monday night after their support had closed. I had included my DxDiag and MSinfo in my ticket as well.

2. Tuesday morning I called their support number right when they opened (about 10am EST or 7am PST) and spoke to someone in Accounts & Billing. I gave him the reference number for the ticket I had submitted and he escalated the issue to the next tier of support as it requires investigation that tier 1 can't do. This may have saved me some time because I didn't have to wait for someone to get to my initial ticket.

3. I next got a reply from them at about 5:30pm EST (2:30pm PST). So it took about 7-8 hours to get my first reply from tier 2 support. I got more info from them and provided them more info from me.

4. On Wednesday at around 2pm EST (11am PST) I got a response confirming my IP had been unbanned and I had access to everything again when I got home from work.

I hope this helps. My situation was fairly unique though so I can't say this will work for everyone.

[xikroniczz]

I am really disappointed, that my Planetside 2 launcher will not work I spent around 60$ on the game because I love it so much! I am having the same errors, as starting up my Planetside 2 for around 10 minutes then it comes up with a black square with no words but when you highlight at the top left it says, Unknown Error Occurred. I then try to solve the problem by going on the Sony website where Planetside 2 is held, to contact them for help but it will not work as in it will not even load! I searched up what I had to do so I waited 3 days (what I was told to do). It still does not work even when my connection to everything else is fine! I need someone to resolve this, I will be truly grateful. Thanks for the help.

[Pskl]

Originally Posted by Geld

This. I used a program called TOR (https://www.torproject.org/) to get access to SOE websites back as it lets you browse with a new IP. I then submitted a ticket and it went through the proper channels and I got access back.

I also found out after making my initial post on this site that I lost access cause my IP was banned. It was proven that my ban was done in error however, so this route may not work for everyone.

Interesting! So it's possible that it was an IP ban after all eh? Hmm, the TSR I spoke to hasn't contacted me though, so I don't know, maybe that wasn't what happened in my case. What did they say when they unbanned your IP address? My case was escalated as well, but the TSR I spoke to wasn't sure what was going on. He said that it did sound like my IP was banned/blocked, but if that was the case, it would be pretty obvious.

Originally Posted by xikroniczz

I am really disappointed, that my Planetside 2 launcher will not work I spent around 60$ on the game because I love it so much! I am having the same errors, as starting up my Planetside 2 for around 10 minutes then it comes up with a black square with no words but when you highlight at the top left it says, Unknown Error Occurred. I then try to solve the problem by going on the Sony website where Planetside 2 is held, to contact them for help but it will not work as in it will not even load! I searched up what I had to do so I waited 3 days (what I was told to do). It still does not work even when my connection to everything else is fine! I need someone to resolve this, I will be truly grateful. Thanks for the help.

Sounds very similar to what I (and everyone else in this thread) was experiencing. It seems that this problem is on SOE's end, so there are four options you can go with:

1) Find someone with a computer that you can use, log into your account at help.soe.com, click on "Open A Support Ticket", describe the problem you're experiencing, then click submit and wait for a response.

2) Email SOE support at [email protected] (basically the same thing as using help.soe.com)

3) Call SOE support on the phone, 858 537-0898, open from 7:00 am - 7:00 pm Pacific Time, Monday to Friday.

4) Wait until the problem goes away. This seems to last around a week, and judging from the date on your original post, you may be able to access SOE websites and games again in a few days (May 16th or 17th).

Good luck!

[Rize Kamishiro]

I've been looking for solutions for almost 1 month, since i really love planetside 2, but what happened to me is :
1st : playing normally like any other players except IM OWNING THEM
2nd : logged off for the night because it's already 5-6 am.
3rd : next day i couldn't access anything that has to do with SOE
4th : tried to fix it first myself
5th : gave up and contacted SOE
6th : used IP changer just to access their website for support
7th : they said they did not find any ban history for my IP (they asked for my real IP)
8th : tried to access things related to SOE and showed that i can't access them unless i use IP changer
9th : after that they said i apparently have unstable internet connection while having 27MBPS DL speed and not being able to connect to their websites.