The Quest to Improve Server Connection | Please Take This Survey!

[Remiem]

Have you been experiencing multiple disconnections from the server while you're playing?

We're here to help! But we need some more information to help us really drill down and continue to pinpoint the issue that's causing the trouble. You guys have been wonderful so far answering our questions in the forums and through support. We just have a few more for you so that we can really get into the nitty-gritty and figure out how to get you in game, and keep you in game.

Please take just a minute or two to fill out this brief survey that will give us all of the information we need to help improve your server connection: https://www.research.net/s/ZRX7HLG

Many thanks and we will update you on the issue very soon.

[Zeus]

Took the survey, hopefully you can sort it out!

[ocareasiha]

Thanks Remiem! I took survey as well and would be glad to test or try anything you would like, hopefully this can be corrected soon.

[Dalmony]

Thanks its great to see some movement, good luck with the investigation!

[ArnabKnight]

Done

[Noctis._.Lucis]

Thanks Ms. Remiem! :)
I hope you read my survey.

[Akatsuuki]

Done!

[Schnitzel]

Remiem, I think the reason for disconnections is because of the amount of enemies on the map that are attacking players (PvE, not sure about PvP)

for example, when i am in a town, and are talking to friends/guild, my ping is green.
But when I start playing wt4, when a large amount of enemies start attacking, then I get disconnected.

So i think the disconnections have to do with the amount of enemies that players are fighting...

[cjswogkstkdg]

Im telling you, its a bug in game, not us. Lol

[Noctis._.Lucis]

Same issue with Ruizhe but different thinking...
For me, Because of too many players playing now and the AL Servers can't handle us.
That's why when Halloween Event New Client Update starts, It also start this problems.
See this:
http://www.spacetimestudios.com/showthread.php?182492-Massively-Showcases-Arcane-Legends-Success-with-a-Big-Infographic-and-Big-Numbers!
~For me, Many players playing now then the Servers can't handle us...

[Alonz]

all these problems started when the planar tombs went up

[Ticklish]

Survey done. I'm keeping my fingers crossed we're going to see an improvement very soon.

[Noctis._.Lucis]

Me, Starting Halloween Event New Client Update. LoL.

[ananyamous]

Hello remiem and whoever I'm sick and tired of having to deal with the planar tombs and one frieken annoying glitch I can't even move in planar tombs only thing I can do it press skills and pet but I can't move I spent 28minutes on planar tombs and it did thatglitch EVERY time it does the glitch I'm tired and I have used 7 elixer chest things and spent alot of gold on them and all wasted I spent over 100k!!!!!!! Our game made me loose 100,000gold because of tht glitch so I'm frieking angry please help and give me something for the inconvenience I've tried to get the planar weapon of tactics but Nooooo your game lagged and made me waste so much time I've spent over 6hours doing planar tomb and it wouldent let mr move after 25minutes in the tombs here my account name :ananyamous

[Dalmony]

Okay... I already took the survey and I can't do it again now but after further time playing I can confirm that this ONLY happens to me when there is a mage in the party.

This is still relevant to the tombs: I have done several runs with 3 rogues and a tank without a hint of an issue but as soon as there is a mage in the party of 4 (2 rogue 1 tank 1 mage) I instantly dc from the map.

[Pollata1246]

Took the survey...lol was fun

[obee]

Finally you made a survey! Now do some data analysis, and post your conclusion!

[Excuses]

Done.
Hope it helps and you guys listen too.

[Dchaos]

Done, hopefully this survey helps u guys to sort this problem out, Good Luck guys.

[rainmasterz]

Lol survey... After 4days about dc experiencing lol... And u are dont know the problem.. Huft .... Oke now i am take the survey ... Maybe i am must be wait 2-5 days more to have normal game in the main server . BRING BACK THE FUN !!!

[kingxxian]

done

[Paulnaj]

Please check on suggestions http://www.spacetimestudios.com/showthread.php?187415-The-REASON-OF-RANDOM-DISCONNECTIONS/page3

[nanas_nakal]

Done with the survey, expecting improvements

Sent from my N986 using Tapatalk

[Arpluvial]

Hey guys!

I have cleaned up this thread. Please remember to keep feedback constructive.

We appreciate you taking the time to fill out the survey! :)

[hozukreti]

Done my part, its yours now.

[tearacan]

Connection options are only cellular and wifi. I even dc on a wired connection, any chance to opt it in?

[Rhaindra]

Ok. Done. Hope it help. :)

[Faliziaga]

Survey done.

[debitmandiri]

Done

[Qmefree]

disconnections when enemies on the map that are attacking players

[Dermuti]

I stopped playing so I can´t remember the xactly dates. Will do it again, to report here... Good luck for the fix, but the pprobs started with Halloween event, the first typical DCs I had with Paracelsus and only there.

[Auso]

done....i hope you guys will find problem.. :D

[Heartt]

done taking the survey! hope STS will be able to fix these problems. :)

[Leambow]

Took the survey, the disconnection started with the halloween update

[Ravintov]

i feel same with you :)

[Mehmet Tuncay]

[arcanexmen]Took the survey, the disconnection started with the halloween update

[Mehmet Tuncay]

[QUOTE=arcanexmen]Took the survey, the disconnection started with the halloween update

[Mehmet Tuncay]

[QUOTE=arcanexmen]I stopped playing so I can´t remember the xactly dates. Will do it again, to report here... Good luck for the fix, but the pprobs started with Halloween event, the first typical DCs I had with Paracelsus and only there.

[KKIDIRA]

Took the survey hope it helps

[Dakaaaa]

Im done. what will be changed after survey ?

[Mehmet Tuncay]

[QUOTE=arcanexmen]]Survey done.

[Mehmet Tuncay]

[QUOTE=arcanexmen]]disconnections when enemies on the map that are attacking players

[Pootoo]

Lol stop pretending its players' internet connection issue. Its a new problem thay hasnt happened before. You trying to tell us that people started to plating on poor connection now?
Stop mocking us, its pathetic. Find the solution in your client or server, its not connection problem. Its ridiculous.

[Mehmet Tuncay]

[QUOTE=arcanexmen]Lol stop pretending its players' internet connection issue. Its a new problem thay hasnt happened before. You trying to tell us that people started to plating on poor connection now?
Stop mocking us, its pathetic. Find the solution in your client or server, its not connection problem. Its ridiculous

[xhunterboyz :p]

i hope my informations help you guys ! :) "xhunterboyz"

[vawaid]

DONE!
but...

1st question, i got dc in every char i have --"

4th question, should i use sts time or my +7 GMT time?

21st i use both chrome and android, so i choose playstore or chrome store XD

[Ogianep]

Its kind of telling that STS has to ask clients to report dc's. Most client-server applications maintain event and transaction logs.

[Energizeric]

Lol stop pretending its players' internet connection issue. Its a new problem thay hasnt happened before. You trying to tell us that people started to plating on poor connection now?
Stop mocking us, its pathetic. Find the solution in your client or server, its not connection problem. Its ridiculous.

They are trying to fix the problem, but they don't know how to, so they need info from us. People are always going to disconnect sometimes, it happens. Tens of thousands of people play this game. So they have to determine which disconnects are the usual bad connection ones, and which ones are related to the new problem. And then they need to determine what is causing the disconnects. That is why the survey asked questions like "what were you doing when you disconnect?" or "are you in a large guild?" or "do you have a large friends list?". They suspect those issues may be causing the problem, and if they can find a pattern then they can fix it.

[Samhayne]

They are trying to fix the problem, but they don't know how to, so they need info from us. People are always going to disconnect sometimes, it happens. Tens of thousands of people play this game. So they have to determine which disconnects are the usual bad connection ones, and which ones are related to the new problem. And then they need to determine what is causing the disconnects. That is why the survey asked questions like "what were you doing when you disconnect?" or "are you in a large guild?" or "do you have a large friends list?". They suspect those issues may be causing the problem, and if they can find a pattern then they can fix it.

Energizereric is correct that we are working to correlate data to narrow down commonalities between the issues to identify root causes of the problems.

The game is storing gigs and gigs of logs right now.

We are working on implementing more client features to help us identify disconnects that are not "normal" but those take time (and an Apple approval process) to get live. This survey is something we can do now to obtain actionable data for our team to use.

Thank you all very much for participating in this effort by providing your information via the survey. It is very helpful!

[tearacan]

They are trying to fix the problem, but they don't know how to, so they need info from us. People are always going to disconnect sometimes, it happens. Tens of thousands of people play this game. So they have to determine which disconnects are the usual bad connection ones, and which ones are related to the new problem. And then they need to determine what is causing the disconnects. That is why the survey asked questions like "what were you doing when you disconnect?" or "are you in a large guild?" or "do you have a large friends list?". They suspect those issues may be causing the problem, and if they can find a pattern then they can fix it.

When you tell your IGN they pretty much know all (guild, friends, playtime, chats) already. All they need is a point in time, so they can backtrace events. Similar like a scam report.

They now including an automagicly disconnect-report. Which is Pretty awesome btw, reporting to a server which you can't reach due a disconnect :D

[Haligali]

Energizereric is correct that we are working to correlate data to narrow down commonalities between the issues to identify root causes of the problems.

The game is storing gigs and gigs of logs right now.

We are working on implementing more client features to help us identify disconnects that are not "normal" but those take time (and an Apple approval process) to get live. This survey is something we can do now to obtain actionable data for our team to use.

Thank you all very much for participating in this effort by providing your information via the survey. It is very helpful!

I filled the form and made a video about the dc problem, hope it helps.

[Drausaser]

Survey done..

[rainmasterz]

Very frustrating with this game :( :mad:

[Mehmet Tuncay]

[arcanexmen]Very frustrating with this game

[Mehmet Tuncay]

[arcanexmen]Took the survey, the disconnection started with the halloween update

[Mehmet Tuncay]

[QUOTE=Mehmet Tuncay]Okay... I already took the survey and I can't do it again now but after further time playing I can confirm that this ONLY happens to me when there is a mage in the party.

This is still relevant to the tombs: [B] I have done several runs with 3 rogues and a tank without a hint of an issue but [B]as soon as there is a mage in the party of 4 (2 rogue 1 tank 1 mage) I instantly dc from the map

[Mehmet Tuncay]

[QUOTE= arcanexmen]Ok. Done. Hope it help. :)

[Mehmet Tuncay]

[QUOTE=arcanexmen]Finally you made a survey! Now do some data analysis, and post your conclusion!

[octavos]

Just filled out my part, so hopefully it helps :)

[machinedog]

Am I the only one who gets dc only in a group? I solo without any issues. Planar is hard to solo though lol

[machinedog]

I did note that in the survey . I hope it helps yall find the problem

[Jazzi]

Dear STS,

I was away and could not play for about 2 weeks. I sometimes had the opportunity to read the forums and thought, that the whole disconnect issue had been blown out of proportion, as such things so often happen in games.

Unfortunately I was terribly wrong! During the last couple of days I tried to play the new elite tombs, the old non-elite tombs, the tindirin elite maps and the tindirin normal maps. They are ALL UNPLAYABLE!!! Not a single time I could finish the map with the full party I started it with!?!?! The last tindirin map(normal) is a DC galore of epic proportions. Due the fact that people connect all the time in a non-timed public game, I had the "pleasure" of seeing 17 disconnects on a single map! LOL?!?

I personally disconnect EVERY TIME I play on my mage and every 2-3 runs on my rogue. On the rogue I can, at least, solo without DCs. Unfortunately I am not so lucky on my mage.

FYI I never had lag or any disconnect issues in AL before the last update. And to be honest every time somebody complained about lag, I did think that it were their internet connection for sure, because I had less than 100 ping at all times. Now I had a ping on 40k before the disconnects.

I mostly play from PC on wired connection with 100 megabits down and upload. On the rare occasions, that I play on my phone I only use WiFi.

Good luck STS! As of now it is obvious that you need it badly.

Regards

[Hionadera]

Just completed the survey. Hope it helps to solve the problem. This is really a big issue where a lot of players are quitting the game and less active.

Fyi .. I never had this problem before even when my ping was yellow. It happens ever since halloween update.

[octavos]

Ok this is really interesting..it has to do with the party, its a nice pattern. The pattern seen in these images is a party..they all joined..all state that they are busy but clearly they are not..they are moving freely and it happens when i'm the 2nd or 3rd player to join a pug. Other people disconnect in mid battle and im still standing lol. this has been seen tons by me, and I thought id post on it. (im on a chrome wired connection on a mac)

also in my screen shots is people joining and leaving..me and daarachih are the only ones still standing in this pug.

109661
109662
109663

[Thrindal]

To me this seems like a combination of Effect overload, folks have mentioned clock but I think clock is just a contributing factor and not a root cause. Even Sam said Clock is intensive so it could easily what puts things over the top.

I have found that if I am on the strongest wifi signal I can find and I party with folks that strip as many effects from their appearance as possible and we agree to not use Clock and other high intensity spell effects and draw small mobs we can run with little issue, except the fact we can't clock mobs or wear our best gear.

If I am on a strong wifi with a weak signal due to distance from the router or on a weak connection in general and folks are fully geared and casting spells like crazy then usually one or more of us will DC.

One other item that I have noticed a few times is that if I am doing normal wilds runs with Pugs I can get through 2 runs usually without an issue but almost always if clock is cast on the third run... Wham DC. I have no idea how this software works but to me it looks like resources are not always being released from effects and at some point either the client on our device runs out of resources OR the server gives up, no idea which side its on but if I had to guess it would be the client. It would suck if its a client issue because of Apple and it being the busy holiday season... This might not get fixed for another month. Fingers crossed it can get fixed faster. In the mean time could you remove effects like the Para Stone that are purely ornamental? This might give enough resources back so we can use clock and other spells without worry. Then once the issue is resolved you can give our effects back. Personally I would rather be able to play without worry then have fairy dust sparkles at my feet...

Thrindal

[Mehmet Tuncay]

[QUOTE=arcanexmen]Dear STS,

I was away and could not play for about 2 weeks. I sometimes had the opportunity to read the forums and thought, that the whole disconnect issue had been blown out of proportion, as such things so often happen in games.

Unfortunately I was terribly wrong! During the last couple of days I tried to play the new elite tombs, the old non-elite tombs, the tindirin elite maps and the tindirin normal maps. They are ALL UNPLAYABLE!!! Not a single time I could finish the map with the full party I started it with!?!?! The last tindirin map(normal) is a DC galore of epic proportions. Due the fact that people connect all the time in a non-timed public game, I had the "pleasure" of seeing 17 disconnects on a single map! LOL?!?

I personally disconnect EVERY TIME I play on my mage and every 2-3 runs on my rogue. On the rogue I can, at least, solo without DCs. Unfortunately I am not so lucky on my mage.

FYI I never had lag or any disconnect issues in AL before the last update. And to be honest every time somebody complained about lag, I did think that it were their internet connection for sure, because I had less than 100 ping at all times. Now I had a ping on 40k before the disconnects.

I mostly play from PC on wired connection with 100 megabits down and upload. On the rare occasions, that I play on my phone I only use WiFi.

Good luck STS! As of now it is obvious that you need it badly.

Regards

[Mehmet Tuncay]

[QUOTE=arcanexmen]To me this seems like a combination of Effect overload, folks have mentioned clock but I think clock is just a contributing factor and not a root cause. Even Sam said Clock is intensive so it could easily what puts things over the top.

I have found that if I am on the strongest wifi signal I can find and I party with folks that strip as many effects from their appearance as possible and we agree to not use Clock and other high intensity spell effects and draw small mobs we can run with little issue, except the fact we can't clock mobs or wear our best gear.

If I am on a strong wifi with a weak signal due to distance from the router or on a weak connection in general and folks are fully geared and casting spells like crazy then usually one or more of us will DC.

One other item that I have noticed a few times is that if I am doing normal wilds runs with Pugs I can get through 2 runs usually without an issue but almost always if clock is cast on the third run... Wham DC. I have no idea how this software works but to me it looks like resources are not always being released from effects and at some point either the client on our device runs out of resources OR the server gives up, no idea which side its on but if I had to guess it would be the client. It would suck if its a client issue because of Apple and it being the busy holiday season... This might not get fixed for another month. Fingers crossed it can get fixed faster. In the mean time could you remove effects like the Para Stone that are purely ornamental? This might give enough resources back so we can use clock and other spells without worry. Then once the issue is resolved you can give our effects back. Personally I would rather be able to play without worry then have fairy dust sparkles at my feet...

[Mehmet Tuncay]

[QUOTE=arcanexmen]Ok this is really interesting..it has to do with the party, its a nice pattern. The pattern seen in these images is a party..they all joined..all state that they are busy but clearly they are not..they are moving freely and it happens when i'm the 2nd or 3rd player to join a pug. Other people disconnect in mid battle and im still standing lol. this has been seen tons by me, and I thought id post on it. (im on a chrome wired connection on a mac)

also in my screen shots is people joining and leaving..me and daarachih are the only ones still standing in this pug.

[Mehmet Tuncay]

[QUOTE=arcanexmen]Hello remiem and whoever I'm sick and tired of having to deal with the planar tombs and one frieken annoying glitch I can't even move in planar tombs only thing I can do it press skills and pet but I can't move I spent 28minutes on planar tombs and it did thatglitch EVERY time it does the glitch I'm tired and I have used 7 elixer chest things and spent alot of gold on them and all wasted I spent over 100k!!!!!!! Our game made me loose 100,000gold because of tht glitch so I'm frieking angry please help and give me something for the inconvenience I've tried to get the planar weapon of tactics but Nooooo your game lagged and made me waste so much time I've spent over 6hours doing planar tomb and it wouldent let mr move after 25minutes in the tombs here my account name :ananyamous

[Mehmet Tuncay]

[QUOTE=arcanexmen]Remiem, I think the reason for disconnections is because of the amount of enemies on the map that are attacking players (PvE, not sure about PvP)

for example, when i am in a town, and are talking to friends/guild, my ping is green.
But when I start playing wt4, when a large amount of enemies start attacking, then I get disconnected.

So i think the disconnections have to do with the amount of enemies that players are fighting.

[Jazzi]

Honestly I also thought that it might be the effect overflow caused by all the para gems. However if this should be the case it is not limited to games where the party members have it.

I was helping a buddy of mine to level in wt4 about an hour ago. We were in a group of 2 and neither of us had a para gem in their gear. I was on my mage, but did not use clock. Further to those precautions we did relatively small pulls. During the 4 initial runs everything was OK. After that we started getting disconnected every run. We changed the map to tindirin the wilds (normal) but the disconnects persisted.

It was only I restarted my PC and he his phone, that the disconnects stopped for another 4 runs.

Now the hypothesis about the client somehow not releasing its resources in a way seems even more plausible to me!

Regards

[Mehmet Tuncay]

[QUOTE=arcanexmen]Honestly I also thought that it might be the effect overflow caused by all the para gems. However if this should be the case it is not limited to games where the party members have it.

I was helping a buddy of mine to level in wt4 about an hour ago. We were in a group of 2 and neither of us had a para gem in their gear. I was on my mage, but did not use clock. Further to those precautions we did relatively small pulls. During the 4 initial runs everything was OK. After that we started getting disconnected every run. We changed the map to tindirin the wilds (normal) but the disconnects persisted.

It was only I restarted my PC and he his phone, that the disconnects stopped for another 4 runs.

Now the hypothesis about the client somehow not releasing its resources in a way seems even more plausible to me!

Regards

[saphirae]

I made account here because i am really really tired from all this. These all issues startet from halloween event and continued every day worse and worse. We tried to play planar tombs, dcs in most of the cases or ping goes to heavenly red skies or ping green and suddenly "you have been disconnected from server", tried in 4 players ( the worst option) tried in 3 players ( bit better, dc every 2nd or 3rd run), arena the same, then i said ok i will not play tombs..lets go to elite maps, but nope dc dc dc... ok ill try normal maps farm tindirin for teeth, again big no no..... every day i keep giving up from some maps... but today i really got fed up, went to do only bards on my toons, and i couldnt i dced at start of map, then in middle few times and at the end also. I really can not understand why you put new tombs in game when you knew you knew exactly that game is very unstabile even before that. I personally do not want anything new untill game is stabile, cause i can not play anything anymore, not new not old, anything. Many many platinum and gold wasted...just dissapeared cause i tried to play, solo or in party and all went in total disaster. I know you are now trying to fiy this and i really hope it will be fast really, you have beautiful game, dont let it be ruined. And "lazarus" package you mentioned doesnt cover 10% of what we have wasted from time this began till now, thats my opinion and its not our fault. I hope you will fix all soon and i wish you the best luck with it

[Bvck]

Done :)

[Devaux]

Survey complete. Hope it helps! ✌

[Devaux]

@octavos I see this too in almost every game and was wondering the same thing! Sometimes the players pets go on and they just remain still while enemies drop without being attacked right in front of me! Then bam! They're dced or my ping spikes and I dc! Crazy latency between attacks when this is happening too! I have great connection and am on a good device so it's not on my end as I thought before all this dc stuff began lol

[Energizeric]

I've seen this issue where it says everyone is busy during PvP as well, even though we are all moving and in the middle of a battle.

[InternetExplorer]

Whats the point of this survey?? Too many had complained already and given their opinions on why they got booted out of the game. The game is close to being unplayable due to the terrible lag and ping spikes. Before its just in the dungeons but now even on normal maps????

Or is this is just another way of putting everyone in town to make us pop crates again??


This is ridiculous,!

[epicrrr]

Whats the point of this survey??

This is ridiculous,!

Data gathering, we get DC'ed on PVP probably during clashes due to the high frequency of skill use/effect plus added particle effects from individual items/vanity.

Im suggesting to try and reduce paracelsus gem effects, like removing the circle and keeping only the ascending lights..

[cyrusrevange]

I am happy with the server is ok for me, no problem these days
Thank you

[DOSATTACK]

If ur playing for Free,

Stop complaining.
Do something.

Take the survey (https://www.research.net/s/ZRX7HLG).

[otawale]

stil lag and dc :D

[Justg]

A HUGE THANK YOU to those who took this survey, it really helped us narrow things down.

Let us know how it is working here: http://www.spacetimestudios.com/showthread.php?189098-Service-Stabilization-Update-11-26-14&p=1929023#post1929023