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blankseplocked Investigating Socket Closed Errors - How You Can Help
 
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CCP Fallout

Posted - 2009.03.31 14:28:00 - [1]
 

What have we been doing to resolve this issue?

Reports of a socket closed began arriving via petitions and bug reports towards the end of November last year. The first ticket was opened on 25 November 2008 in our internal defect tracker, and since late December we have been diligently investigating the issue. Many users reported that restarting/resetting their router had resolved the issue, while others reported that downloading third-party programs helped them. The reports, however, kept trickling in and these workarounds did not resolve the issue for everyone.

On 9 December 2008 we replied to a forum thread asking those who were experiencing this issue to send us information about their Internet connection (ping plotter results) and client logs (logserver). The bug reports were then gathered into the ticket mentioned above. Less than 40 bug reports have been received with the information we have requested. Based on this and our connection graphs it is clear that this issue has affected a small number of users from different parts of the world.

The fact that this has been happening for the same people over and over again suggested that this had something to do with their connection to the Internet. Regardless, we needed to have this issue reproduced in-house so that we could better understand what is happening and, if possible, determine how to resolve it. The only way we have been able to do that so far is by artificially creating packet loss of 30% or higher, this would indicate an issue with the user’s connection as opposed to our software or hardware. Some of the reports we have received however hinted at other possibilities that we want to explore fully before completely closing the door on this. Sisi has been updated to include code that logs disconnections more thoroughly but we need those of you that repeatedly have the problem to connect in order to get a real data set with no artificial anomalies.


CCP Fallout

Posted - 2009.03.31 14:29:00 - [2]
 

Here is how you can help…

We recently enabled proxy logging on SiSi which should be able to help us better correlate a specific disconnect with client logs. To help us gather information, we ask that you log onto SiSi with the test client. Information on how to access Singularity can be found in the following thread: http://www.eveonline.com/ingameboard.asp?a=topic&threadID=996919.

The following information from your logserver logs is needed from the point where you start the client to when you receive the socket closed error.

To minimize any issues, we recommend you either restart your computer or check your Windows Task Manager processes list for any unresponsive instances of Eve.exe.

Here’s what to do:

1. Find your Eve folder in Windows Explorer. The default install location is C:\Program Files\CCP\EVE.
2. Find "logserver.exe" (it should be in your main EVE directory) and launch it. Be sure you launch the logserver before you launch EVE.
3. Select "File" -> "New Workspace" (or ctrl + w).
4. Start Eve like you would normally do and play.
5. Wait for the disconnection.
6. When you have reproduced the issue, switch to the logserver window again. Select "File" -> "Save workspace as..." and save the workspace in a place you'll be able to find it again.

File a bug report:

1. Go here https://bugs.eve-online.com/newbugreport.asp.
2. Put "Socket closed error" in the Title field.
3. Select “Technical” from the Category field.
4. In the “Server/Build” section, make sure “Singularity” is chosen and insert your build number.
5. In the description field, write a detailed description of what you were doing in game while you disconnected.
6. In the Reproduction Steps field write what you did roughly around the time the socket closed error occurred happened as well as how long it took for the error to occur.
7. Attach the logserver log file you created in the above steps. Make sure you compress it using zip or rar if the file is bigger than 2MB.
8. Hit the submit button.

Any information you can provide us via both the logserver log files and your bug report will ensure that we can resolve this issue as quickly as possible.


Cailais
Amarr
Nasty Pope Holding Corp
Talocan United
Posted - 2009.03.31 15:38:00 - [3]
 

Ah excellent, glad CCP are looking into this.

I've been suffering from socket closed errors for some time now (Dec 08 roughly) although I've always assumed it has been my internet connection.

Oddly though the problems with my connection have only occurred whilst the EVE Client has been running. Otherwise its as steady as a rock.

I'll try and bug report this if it occurs again - are CCP interested only in SISI bug reports, or will TQ data suffice?

C.



CCP Gangleri


Minmatar
Posted - 2009.03.31 15:57:00 - [4]
 

Originally by: Cailais
Ah excellent, glad CCP are looking into this.

I've been suffering from socket closed errors for some time now (Dec 08 roughly) although I've always assumed it has been my internet connection.

Oddly though the problems with my connection have only occurred whilst the EVE Client has been running. Otherwise its as steady as a rock.

I'll try and bug report this if it occurs again - are CCP interested only in SISI bug reports, or will TQ data suffice?

C.



We have put in place extra logging measures on Sisi to allow us to correlate a users connection loss report with what happens on our end. It is still entirely possible that the cause is outside our control, and in fact most of our data still points to it simply being a connection hiccup between TQ and the user.

So yes, we need those that have been having this problem to log in to Sisi and try to reproduce the error. Then report it to us with logserver (and pingplotter if you are so inclined) data via the bug reporting interface. We will then gather these new and more detailed reports to see if they point towards a root cause inside our reach.

Cailais
Amarr
Nasty Pope Holding Corp
Talocan United
Posted - 2009.03.31 16:41:00 - [5]
 

Sounds straight forward enough. Ill copy the TQ - SISI client and patch up tonight, then log onto to SISI am before work. At some stage during the day I imagine the socket closed error will occur and Ill bug rep that.

C.



uberuberalles
Posted - 2009.03.31 17:21:00 - [6]
 

Why the error occurred immediately after the patch?

john roe
BearingPoint
Posted - 2009.03.31 19:07:00 - [7]
 

yup, you better solve that issue, folks, 'cause all i do for last 6 months
is switching skills.
logging in is a quite a challenge, not mentioning flying or, god forbid playing!...
wait a sec... isnt it what we pay you for?

godspeed on this one 'cause once my accounts expire and that problem wont be solved
i'm not extending them.

cheers

Serj Darek
Posted - 2009.03.31 19:58:00 - [8]
 

Edited by: Serj Darek on 31/03/2009 20:13:04


The cause in my case was the neighborhood access point for my interwebs was having power issues. Anytime there was a voltage drop the internet would drop out for a moment and the tcp/ip sequence numbers were off since the provider wasn't using a failover strategy. Since the sequence numbers were off the local client would puke, but it would leave the outbound socket open to the eve cluster. I simply changed the orphaned connections on my firewall to time out in thirty seconds instead of five minutes, which did clear up some of my client connection issues after a drop. Ultimately, the provider with some prodding fixed their power issues. The cause in my case was a internet drop and the subsequent issue with the Eve client trying to connect using an orphaned and invalid connection. In short my internet provider, the Windows tcpip stack handling of orphaned connection and the game client trying to use a orphaned connection were to blame. :)

From network captures I found that Eve was crashing and leaving open orphaned connections in an idle established state. The odd thing is the Eve client must have code to see if an existing (potentially orphaned connection) exists locally since nuking the connection clears the system state up.


Serj Darek


Ninja Edit: An easy way to reproduce this is to have your traffic pass through a stateful firewall. Then kill the uplink to the network where the test server is on. You will quickly see that it is a general networking issue when Windows reports a tcpip subsytem problem, i.e. checksums don't match or the game client thinks the socket is up in error. I didn't have this issue when using a non-stateful firewall. A non-stateful firewall just drops the connection and kicks you out of Eve.

Ninja Edit 2: Most providers will pass your traffic through a caching proxy, so it's not uncommon for a misconfigured layer 4 intercept to route your tcp/ip traffic to a caching proxy and then back out. Most providers that have a clue will only pass http or ftp to some degree to their caching proxies, which are stateful. By doing a redirect they potentially change the tcpip checksums on accident on realtime client/server communication, which cause a train wreck.


Death Ryder
Posted - 2009.03.31 20:38:00 - [9]
 

ok i've been having this problem for a week or so now so definately needs fixing. my work around however can be used by the devs also to get first hand info on the problem, all they need to do is to creat a virtual private network with some of the people experiencing the problem then log onto the game through it... this is also how ive managed to get back into the game myself after 4-5 days hunting around for a sollution, also it appears to be a network specific thing so dont be surprised to find many players using the same isp's to be having the problem together, anyhow, devs if ya need some one to help with this message me in game and im more than willing to set up a vpn for you's to connect to eve through, for about 30seconds at a time

Serj Darek
Posted - 2009.03.31 20:52:00 - [10]
 

Edited by: Serj Darek on 31/03/2009 20:55:23


Originally by: Death Ryder
ok i've been having this problem for a week or so now so definately needs fixing. my work around however can be used by the devs also to get first hand info on the problem, all they need to do is to creat a virtual private network with some of the people experiencing the problem then log onto the game through it... this is also how ive managed to get back into the game myself after 4-5 days hunting around for a sollution, also it appears to be a network specific thing so dont be surprised to find many players using the same isp's to be having the problem together, anyhow, devs if ya need some one to help with this message me in game and im more than willing to set up a vpn for you's to connect to eve through, for about 30seconds at a time



You may want to contact your provider and ask them if they are sending your traffic to a caching proxy. If they play dumb escalate the ticket and let them know you are experiencing caching behavior on client/server traffic. They may also be QoS tagging all of their top web services and anything non-tagged is dropped into a low priority queue. If it works through VPN it does prove it is either a caching engine or qos tagging problem with your internet provider. Most large providers will not mess with VPN (crypto) sessions since they know remote working corp mofo's will complain about slow performance. If they drop the crypto sessions into low priority queues then RDP (Terminal Server) connections would be PCAnywhere like, think sloooooow. Also a good portion of VPN users also tunnel VOIP through the same tunnel.

Too bad CCP doesn't have a SSL option for connecting, hint hint. :)





Dream Weaver
Posted - 2009.04.01 02:55:00 - [11]
 

I had this problem back in December and early January. From then until last weeks patch I have not seen it.

Now I get it all the time if I am inactive either in a station or idle in space for at least 5 minutes and it will always occure if I am inactive for 10 minutes or greater.

As a workaround open the market or move around every 3-5 minutes and you will not loose connection. Anchor a silo and sit quietly the 10 minutes needed to anchor it and you will get the socket closed error when you do finally move or open the market.

I tried this on Singularity and it does it there also. I was going to submit a bug report then saw this thread when checking to see if it was a known issue. I'll log onto singularity tomrrow and run the logserver then submit the bug report.

I just assumed you guys had fixed it back in January by having the client occasionally send a packet to the server as a keep alive. Guess that wasn't it or did someone pull an oops and take it out of the latest patch? Idea

place1
Amarr
Orion Ore Industries
Posted - 2009.04.01 05:41:00 - [12]
 

This is a completely new issue for me I rarely if ever had this happen before Apocrypha. However now I get this issue every day I play usually 2-3 time's in a span of 1-2 hours. It is very interesting in that it usually only happens to one account at a time though some times it does both. I also know that every member of my corp. has had this issue, to what extent I do not know. I will try to get on Sisi in the next day or two and bug report it. I don't think this effects a small portionof people, I just don't think people are reporting it as they think its on there side (as I did until I seen this thread).

Cadde
Gallente
221st Century Warfare
Posted - 2009.04.01 11:48:00 - [13]
 

The issues I've been having have been limited but i would like to add some information on it none the less.
Whenever i get a "socket closed" error i get it on one client (running 2 clients on the same machine and a third client on a second machine) thus it tells me there is something that could be "fixed" with the software. If the client where to actively attempt to repair a loss of connection then disconnects would become more rare.
I've been monitoring my packets for many weeks, i know the problem occurs in my general area due to saturation in the cables. I also know that there are no issues with my home network and not even between my cable modem and myself, the packet loss happens between my modem and the next station that responds to pings. That station is 3 - 4 kilometers away so that is a very long route. I also know that there are only coaxial cables for about 600 meters until it goes over into a fiber connection, hence my assumption is that the actual loss of packets happens in the first 600 meters going out of my apartment.

Enough details on the type of connection i have, lets instead dig into what i see in terms of packet loss...

Over the weekend i can see as much as 35% packet loss, i can (sometimes) still play eve without getting disconnected for 6 hours in a row. What i can't do is activate modules, navigate, dock/un-dock reliably or use any services reliably.
During the workdays i see less packet loss, as little as 5% sometimes. But this doesn't change the frequency of my socket closed disconnects which at first might seem strange considering i have about 10 times better chances of "surviving a burp".

But that's the thing, "surviving the burp" is a matter of...
Quote:
Is the eve client and cluster in a good enough "mood" to not disconnect me?

That or the packet losses stack up in just such a neat order than my client thinks there is no coming back. ever! You see, in the meantime my other clients work to some extent and i can still browse the eve site and even download "****" (heehee) so i know there is "life" in my connection. It's just the eve client who thinks there is nothing.

That is the whole purpose of we writing, i think the client can be better at seeing what is actually going on. Make more attempts at getting back in the loop and survive that "burp". Unless of course it's the server that suddenly forget i exist and simply kick me for good measure.

I might also add that these days (since i lowered my internet speed) my packet loss has dropped to < 0.1% which can easily be explained by getting some understanding on how data transmission through landlines and coaxial cables work.
I will only tell you, it's about frequencies and their "width" (hence the term... BAND-WIDTH)

Hirana Yoshida
Behavioral Affront
Posted - 2009.04.01 15:37:00 - [14]
 

Given the intermittent nature of this bug, the time to client crash can be anywhere from a few minutes to several hours .. the log gets rather large.

So far it happens to me at the most inopportune time, Murphy's Law at work I guess. No particular pattern so no hope of reproducing it reliably.

It was present pre-Apo but I don't recall having any after the last QR patch.
Post-Apo it's a daily occurrence though so something has changed.


Equilian
Minmatar
Dissonance Corp
Posted - 2009.04.01 16:17:00 - [15]
 

I've been experiencing this problem on Tranquility for a little while now and it is frustrating. I setup a client for SiSi testing last night but have been unable to replicate the issue. I'm going to try again tonight but I'm beginning to suspect that the issue may be related to how many people are logged into the game.

Since there were only about 150 people in SiSi when I logged in, there wasn't an issue. However when I log into Tranquility with 45k+ people, my connection is being dropped left and right. Just thought I'd share this observation.

Dream Weaver
Posted - 2009.04.01 21:24:00 - [16]
 

Bug report submitted.

For those of you who want to reproduce this bug to help, this is what I have found to be a pretty fast way to reproduce it:

Go to a quite area on Singularity, pick a system where you are the only one there and likely to be for the next 12 minutes. Either dock at a station or stay in space but stop your ship. Sit quitely for 12 minutes. Do not move, chat, open market or do anything else. After 12 minutes open the market, you will get the crash in a few seconds when the client times out from waiting for a response from the server.

Muskaos
Caldari
Ars ex Discordia
GoonSwarm
Posted - 2009.04.02 11:36:00 - [17]
 

I had this disconnect issue crop up last year for about a month, but then it mysteriously went away.
It started again roughly the middle of February, literally overnight. One day everything is fine, go to bed, the next day, I get dropped.

For me, it has nothing to do with patches, nor my own network equipment. I changed nothing on my end, this just started happening. It continues to happen, with 2 drops just yesterday with the test server. One was a socket closed (with attending client crash, I might add), the other was the more usual apparent client/server desync.

I will attempt to capture such an event with the methodology asked for, but I must say that I have been extremely disappointed with the response to date from CCP.

I have been reduced to merely switching skills and what industrial stuff I can get accomplished while my connection lasts, as everyone else has all the fun in the newly introduced wormholes, which I have yet to even see.

Onnen Mentar
Murientor Tribe
Posted - 2009.04.02 13:37:00 - [18]
 

EVE causes my wireless connection to drop sometimes, which results in a "socket closed" error, even though stuff like evevoice will actually continue to work because the wireless reconnects quickly.

I'm not sure what EVE does that it screws up the connection. The only time this ever happens is when playing EVE. Downloading the full couple GB eve client for instance goes without a hickup. Other network games play fine as well.

Sioluk
Minmatar
Oser's Shipping and Manufacturing Inc.
DEFI4NT
Posted - 2009.04.02 18:14:00 - [19]
 

i've had incessant disconnections/crashing problems since i resubbed in february, only once did i petition it and was flatout told that "yes, we see a disconnection, but we can't prove that its our fault"

so now there's this post about how everyone and thier brother are having similar crashes / disconnections..

is there a way to revisit old petitions that are now closed, considering that your outright asking for assistance with this 'issue' that was 'apparently my connections fault' (irregardless of there being zero problems with any other game).

Tedric
Genco
Posted - 2009.04.02 22:22:00 - [20]
 

This problem is not even remotely new.

I've had this problem with Zone Alarm, starting about 2Y ago and becoming impossible to get around about november last year.

Basically, i had a static system (nothing but windows and Norton being updated) with ZA running. It started by ZA occasionally just blocking EVE causing a socket closed error, almost at random. I would go in and tweak stuff and the problem would go away (eventually).

Then a few weeks later it would come back. rinse repeat.

Then november rolled around at playing EVE with ZA becaome impossible, so i bought a new HDD and did a fresh install with McAffee + the windows toy firewall and a router firewall combo, no problems so far.

There are numerous threads about this problem going back almost 2 years, mostly to do with firewalls such as ZA getting in the way. If you search for Tedric, you will find my post. I post very occasionally.

I am loathed to go back to the old HDD and have a play, but i may have a go.

tedric.

Major Deviant
Posted - 2009.04.03 07:22:00 - [21]
 

Since QR (never had it before) I have experienced the odd socket closed issue but nothing game breaking for me and I have been enjoying low sec FW since QR ((minus the fleet lag).

However recently I had to go back to hi-sec to grind missiions for some isk to fund FW and for some reason I was plagued with socket closed disconections. I had frequent visits to hi-sec beofre to replace ships etc so that could not be it. And I found the corelation:

I had my browser open and was alt tabing frequently to view missions reports something that I have never done since QR. Somehow having the browser open in the backround or/and alt-tabing EVE was causing the socket closed disconection.

I have reproduced this many times so I suggest people give it a try. Once you launch EVE do not alt tab, and make sure you have no browser open or email (outlook or thunderbird). This eliminates the socket closed issue for me.

I am using Vista 32 with Firefox, I have not tried to reproduce the above with IE.

Colonel Xaven
Decadence.
RAZOR Alliance
Posted - 2009.04.03 09:12:00 - [22]
 

Well, I had experienced it aswell, but I fixed it by myself:

Restarted dsl modem and splitter. Less packet losses and thus less sockets closed. First I thought it was my ISP who was responsible for packet losses, but meh...

I just think EVE has become a bit more vulnerable to packet losses, that's all.

Cavalrus
Mucro Dei
Posted - 2009.04.04 09:45:00 - [23]
 

i too have been suffering this cursed socket closed error, only since the latest patch, played perfectly for a few weeks and then, patch, serious lag, socket closed, rinse and repeat, and according to pingplotter the jerks at telecity are to blame for all my packet loss! Please fix this, revert to the last patch even! i finally got a battlecruiser and got disconnected at least 5 times just trying to fit it!!!! although it seems to be better after downtime, but seeing as most days i dont get home till downtime is only a few hours away that doesnt really help =(

endaler
Posted - 2009.04.04 12:02:00 - [24]
 

Everybody that is experiencing these issues should do what the OP says... not just ask for help, since the only way for them to help you is by fixing the bug.

Nyota Sol
Center for Advanced Studies
Posted - 2009.04.04 13:02:00 - [25]
 

I can't replicate the socket errors and they happen fairly randomly and not too often. I don't seem to be doing anything particularly interesting or at all when it happens.

When it happens, i generally have to reboot windows to fix it. Neither turning router/modem off or even disabling network connection seem to resolve it.

I just got this socket error again on latest sisi build. I will continue testing and see if it happens again.

Gunslingerr
Minmatar
Wings of Redemption
Black Flag Alliance
Posted - 2009.04.04 16:29:00 - [26]
 

Edited by: Gunslingerr on 04/04/2009 16:33:24
I have been running SISI for a few days, and i cannot reproduce the Socket Error disconnect.

I have some amount of lag, at times much bigger than the usual in TQ, like when the client is just loading Corp channel for the first time (!?). I even had a couple disconnections, but none with the "Socket Error" message per se.

As a note of interest, PingPlotter shows two things:

1) a completely different route from my computer to the SiSi server. None of the hops involves a telecity point (as it always was when connecting to the TQ server).

2) 0% packet loss.


Cavalrus
Mucro Dei
Posted - 2009.04.05 03:42:00 - [27]
 

out of curiosity does anyone know if its possible to change the route you take to eve? as in can i tell my computer to avoid telecity???

john roe
BearingPoint
Posted - 2009.04.05 08:18:00 - [28]
 

Originally by: Cavalrus
out of curiosity does anyone know if its possible to change the route you take to eve? as in can i tell my computer to avoid telecity???


VPN tunneling. try it, may works.

Relleh
Posted - 2009.04.05 18:32:00 - [29]
 

I keep getting a socket closed, while in the third wave in w-space sites. Trying to remember which sites now sorry. Entering unknowns in low sec. All three clients crash at same time, everytime in this wave. It has become so common, that I now anticipate it and recall all drones on all three clients prior to popping the last one before the spawn. Two different machines mind you, not same machine. Also does the ctd or socket closed while sitting idle on one client. The one sitting idle on the same machine will socket close, and if I leave the laptop inactive too long it will socket close where the other two accounts on other machine don't. Its almost like a sub game within the game, trying to figure out which client will crash next. Not gettin much done though in past couple of days.

FT Diomedes
Gallente
Factio Paucorum
Posted - 2009.04.06 01:01:00 - [30]
 

Originally by: Dream Weaver
Bug report submitted.

For those of you who want to reproduce this bug to help, this is what I have found to be a pretty fast way to reproduce it:

Go to a quite area on Singularity, pick a system where you are the only one there and likely to be for the next 12 minutes. Either dock at a station or stay in space but stop your ship. Sit quitely for 12 minutes. Do not move, chat, open market or do anything else. After 12 minutes open the market, you will get the crash in a few seconds when the client times out from waiting for a response from the server.


This is when I usually get crashes. If I go afk, whether sitting cloaked on a gate in space or in a station, I can almost always count on one of my accounts getting a socket error. If I am frantically octopussing all four accounts, I don't usually get socket errors.


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