No possibility to connect the game at all

[Felisin]

Hi,

I decided to write here after over a week long fight with the game launcher. After last update, I experienced sudden crashes during playing DDO, so I thought it could be good to reinstall the whole game. I did it, in hope it could help. Then I totally lost the possibility to log into the game at all.

I've seek for solution on forum, among my dear guilies (cheers Spellbinders :*) and on Turbine technical support sites as well.
Here you can see the list of all things I did, to fix the problem with connection to the game by myself:

1st fight:

1. updating the hosts file (C:\Windows\System32\drivers\etc\hosts) by adding few lines as it was decribed by one of my guildies:

74.201.102.43 www.ddo.com
74.201.102.42 forums.ddo.com
74.201.102.11 patch.ddo.com
74.201.102.13 gls.ddo.com
74.201.102.13 gls-auth.ddo.com
74.201.102.14 tss.ddo.com
d12.parature.com support.ddo.com
d12.parature.com serviceengine.turbine.de


2. closing http scaner

3. checking firewall settings

4. checking internet connections settings

5. flushing DNS - done

6. checking all system with antivirus programme

7. reinstalling the whole game again (3 times)

8. updating Microsoft .Net Framework like it was described here in section five: http://support.turbine.com/link/port...not-connecting

9. changing the hosts file regarding to another guildie advice by removing all lines mentioned above (see point 1.)

NO result, I couldn't log into game.
The information I received from the game launcher was sth like:
"The basic connection was closed. An unexpected error has occured"

And that was the info I've received after clicking on 'support' button on launcher:
http://img845.imageshack.us/img845/8...dolauncher.jpg


2nd fight:

1. uninstalling DDO

2. removing the turbine folder

3. using system restore going back to a date prior to my current problem

4. updating my system with all of microsofts updates

5. reinstalling .Net and updating all of the drivers on my system

6. checking the state of the hosts file...

7. finding out the IP address of the data centres etc.

8. doing all steps described on Turbine technical support forum which you should you in case of "System.NullReference.Exception: Object reference not set to an instance of an object" is occuring. Procedure is described here: http://support.turbine.com/ics/suppo...94&hitOffset=2
Btw: flushing dns - done as well, of course...

9. downloading the game again.

NO result, I couldn't log into game.

This time I received this message from game launcher:
http://img21.imageshack.us/img21/1645/ddoerror2.jpg


Now please, be so kind and tell me what ELSE I could do to finally get access to the game and enjoy playing instead of wasting my time for useless efforts?

And please, in your answers write as easy as it is possible, I am not an IT engineer as you can see and judge from aforementioned description of my actions ;-)

Thank you,

Felisin

[HailBlazR]

I suggest you remove all that gobbledy-gook from your "hosts" file. I'm not the most internet/tech-savvy person, but I recall reading on the DDOwiki discussion page that leaving all those addresses in your "hosts" file will likely cause later problems. The Domain Name Incident is over now, Turbine has renewed their domain name, and thus you will not need those addresses in your "hosts" file. If that works for you, then stop reading this and go have fun playing DDO.

But if that doesn't work, then I suggest finding out who your ISP (internet service provider) is. If your ISP is Time Warner Cable, Road Runner, or Bright Net, then I suggest you check out this thread: http://forums.ddo.com/showthread.php?t=379191.

[Felisin]

@HailBlazR, thank you for your answer. First: 'remove all that gobbledy-gook from your "hosts" file' was already done, as I mentioned earlier (step 9. during '1st fight')

About ISP - none of listed is my provider.

So finally I decided to send a ticket to Turbine Support.

I hope they'll asnwer soon.

<the total time I didn't play DDO is already over two weeks long, great :/>

[My2Cents]

As of right now, you still cannot get into DDO, and you get that second error message about the underlying connection being closed, right?

This is on the Live Server Client (you aren't accidentally using the BETA client by chance?) (Were you using the Beta client at one time?)

What were these crashes you started getting that caused you to reinstall in the first place?

I assume you installed .NET 1.1 -and- the 1,1 Service Pack (hotfix) The links in the support articles point to both and both are needed.

I assume you can browse the net and go to www.ddo.com right now with IE.

I assume you have scanned your system for malware that might have caused the original problem?

You were careful to manually remove and readd all the needed DDO files to your fireall (or firewalls) and any security/anti-virus software?

Why #7? You should not need to worry about IP numbers - especially now that that whole mess is over. If you changed anything else besides your hosts file such as DNS settings, be sure to return those to their original settings. I didn't change anything on my system, I waited it out and it cleared itself up pretty fast. I learned when I change things temporarily I only introduce risk and forget to change things back.

What Windows are you running?

Have you added any hardware recently?

(By the way, the servers are going down probably mid day today Wednsday Eastern Time for an update, so if you try during that time you won't get through no matter what..)

[Felisin]

@My2Cents, thank you very much for your post and questions writen in a friendly-unexperienced user-as me-form. ;-)
My answers in red, below:

As of right now, you still cannot get into DDO, and you get that second error message about the underlying connection being closed, right?

Yes, exactly.

This is on the Live Server Client (you aren't accidentally using the BETA client by chance?) (Were you using the Beta client at one time?)

I don't use BETA, it's all on the Live Server Client

What were these crashes you started getting that caused you to reinstall in the first place?

My toon often stopped moving at all and all freezed and I was booted from the game regurarly.
I reinstalled the game then in hope it could help :/

I assume you installed .NET 1.1 -and- the 1,1 Service Pack (hotfix) The links in the support articles point to both and both are needed.

Yes, I did. I followed all directions from aforementioned links strictly.

I assume you can browse the net and go to www.ddo.com right now with IE.

Yes, I can. (Although I use Mozilla Firefox daily, I have tested my connection to IE 8 and now I'm writing having DDO Forum open via IE)

I assume you have scanned your system for malware that might have caused the original problem?

Yes, I did it few times, especially when it was one of required steps by any of fixes/tips mentioned above.

You were careful to manually remove and readd all the needed DDO files to your fireall (or firewalls) and any security/anti-virus software?

Yes, I were, I also carefully checked all what should be added/readded to firewall exceptions as well.
I followed steps described here: http://support.turbine.com/ics/suppo...&questionID=84

Why #7? You should not need to worry about IP numbers - especially now that that whole mess is over. If you changed anything else besides your hosts file such as DNS settings, be sure to return those to their original settings. I didn't change anything on my system, I waited it out and it cleared itself up pretty fast. I learned when I change things temporarily I only introduce risk and forget to change things back.

Ummm, it was mentioned somewhere I maybe could do it, I'm sorry, I don't remember where exactly. I removed all what I have added before to hosts file. And about DNS I only flushed it as it was recommended somewhere on Turbine Technical support forum.

What Windows are you running?

Windows XP

Have you added any hardware recently?

No, I haven't.

(By the way, the servers are going down probably mid day today Wednsday Eastern Time for an update, so if you try during that time you won't get through no matter what..)

No, they aren't. ;-) Finally they decided to reschedule that hotfix and downtime for a later time http://forums.ddo.com/showpost.php?p...75&postcount=1

[My2Cents]

I'm thinking about this further, I don't want to lead you down any lengthy wrong paths.

Right now I can say this, as far as I know, the message "The underlying connection was closed. An unexpected error occured during a receive." is an error generated by .Net

There are some very obscure possibilities but I don't even want to go into them here. I will continue to think about this : maybe Turbine Tech Support will have a list of more likely things to try. There are also a few more likely things that they will be much more familiar with than me.

Just out of curiosity, what else is running on your computer? Do you have any software to host your own web pages on your PC (that might affect .Net settings) or do you have any online database access packages..anything that might affect your internet connectivity?

And what kind of connection do you have? Is it in a house or a bigger building, is it wired or wireless, and where are you located? (I'm asking in case your connection is very slow and you are encountering timeouts - very unlikely but I'm thinking out loud.)

[Hikup]

I love how a game owned by warner bros has issues with time warner isp's, classic.

[Felisin]

I'm starting to feel like during an investigation Are there any solution hidden behind all these questions or...?

Ok, My2Cents, let's roll:

...maybe Turbine Tech Support will have a list of more likely things to try.

I hope so, because till now I tried most of them and it still doesn't work....grrr

Just out of curiosity, what else is running on your computer? Do you have any software to host your own web pages on your PC (that might affect .Net settings) or do you have any online database access packages..anything that might affect your internet connectivity?

No, I don't have any personal web page or similar things. And could you be more precise - I mean how should I understand "what else is running on your computer"? ;-)

And what kind of connection do you have? Is it in a house or a bigger building, is it wired or wireless, and where are you located? (I'm asking in case your connection is very slow and you are encountering timeouts - very unlikely but I'm thinking out loud.)

It's a quite big flat on a 5th floor, in a building in a capital city (lol, do I really have to write such personal things on forum?) and I have a wireless net connection. I'm from Poland as it is written under my avatar...


Any idea what to do or next question will be about my personal data? (couldn't resist)

[My2Cents]

I'm starting to feel like during an investigation Are there any solution hidden behind all these questions or...?

There are specific technical reasons for each question, want me to bore you with paragraphs of details? I'll need to set aside a couple of hours to write the essay...

Ok, My2Cents, let's roll:



I hope so, because till now I tried most of them and it still doesn't work....grrr



No, I don't have any personal web page or similar things. And could you be more precise - I mean how should I understand "what else is running on your computer"? ;-)

Typically we'll find that VOIP software (such as skype) or File Sharing software can suck bandwidth but in your case I was looking for either Database Servers or IIS or personal web servers that might have reset some web timeout value or other options of the .Net Framework. I'm sure something would stand out in your mind if that were the case such as "Oh yes, we host my small company's web site from my PC" or "Oh yes, I manage the membership database online using the new Blahblahblah personal database cloud management package" or somesuch...




It's a quite big flat on a 5th floor, in a building in a capital city (lol, do I really have to write such personal things on forum?) and I have a wireless net connection. I'm from Poland as it is written under my avatar...

I apologize, I could have sworn I looked below your picture before asking. I asked because I have seen bad connections from a few countries at times, especially in the middle east and Australia. Haven't heard anything reported from Poland. (I have family roots 3-4 generations back in poland, btw...) And no I did not intend to ask personal information. The fact that you live in an apartment building may mean you share an internet connection and may have bandwidth implications as well as you may not have access to the router in case there are router firewall or port settings worth pursuing...

Any idea what to do or next question will be about my personal data? (couldn't resist)

Do you have access to your router? (Do you have one box (modem) or two (modem and router)? Did you power cycle those on and off briefly, a very typical first step that every tech support person asks me whenever I call my ISP, even if I am calling to complain about their prices, the weather, etc..

I'd post all my personal data but it would put you to sleep.

[Felisin]

Do you have access to your router? (Do you have one box (modem) or two (modem and router)? Did you power cycle those on and off briefly, a very typical first step that every tech support person asks me...

Yes, I do and it's a one box - modem which is called by ISP...'router', lol. It's for all: TV, traditional phone, classical connection for one computer and wireless connection for two laptops.
Ok, done...still doesn't help, though.

... whenever I call my ISP, even if I am calling to complain about their prices, the weather, etc..

LMAO

I'd post all my personal data but it would put you to sleep.

I hope you didn't get me wrong - as I see you usually ask many questions when you try to help others on forum. Feel free then to ask more ;-)

[MsEricka]

Might be simple, are you running the game as an administrator?

[Felisin]

No. I tried to do it - following steps described on DDO forum - and it doesn't work as well.

[Felisin]

1.
I sent a ticket to Turbine and recived an email from their tech team. They asked me to create a new admin account on my computer and try to log into the game from it. Done and no result.

They also asked me for sending them my msinfo (system information) as .zip file to them. Done.

2.
I received an email from Turbine - they have analysed msinfo file and wrote to me that in their opinion I had a kind of malware on my laptop (?!). They have asked me for scanning the whole system with antivirus/antimalware programme while the system is opened in safe mode (F8). I could open it in safe mode but my anitvirus didn't want to cooperate...rawr. So I wrote to ArcaBit (an owner of ArcaVir, the programme I use to protect and scan my computer) and described them the whole story. Thay answered and asked me to follow their procedure, including using ComboFix programme...<sigh>. (But I am grateful, because they could answer: that's not our problem that you can't connect to that game. Happily, they are ok with that and eager to help me. Cheers, ArcaBit team! :*)
I run my laptop in safe mode (F8) and...wasn't able to run antivirus scan <facepalm>. Error.

3.
After running ComboFix on my laptop (as I was asked by ArcaBit tech team) I sent a report, created by that programme and my logs (system logs) to ArcaBit. Game still didn't want to let me in, rawr.

They analysed all and...I was asked for removing ArcaVir from my computer...lol. And then they asked me for running the game and check if I'd be able to connect.


4.
Hooray! The launcher showed me angry face for a while...and started to download all update's files...^^...it freezed at 89%...but then all was ok. And I finally was able to log into game! <ballons, confetti, applause!>

I described all to ArcaBit team and now I wait for next directions - I will not let my laptop run without any firewalls!

[Felisin]

I can play, yeah!

..but ArcaVir doesn't want to run again, lol. Their tech support team have established a hot-line between us :P
So I play on my laptop and do other net-related things on another computer

[My2Cents]

I am glad you are up and running! It is true that when everything else fails, virus/malware could be the cause.

The fact that they asked you to run Combofix tells me they know what to look for. Combofix is one of a set of tools that are very good at detecting some of the more complex types of malware ("rootkits' for one) but should only be run under the direction of a technician because they can reset things on your computer.

It sounds like from what you wrote that maybe their antivirus software itself was damaged by the infection?

Anyway, welcome back to DDO. Remember also that it is possible (although VERY unlikely) to get virus by even surfing the DDO forums (because of the ads) so if you want to be absolutely 100% safe, don't read the forums on that laptop until you have an ad blocker or virus checker/shield.

I am very glad you are working with the antivirus maker, you may also be helping them by giving them important information to make their software even better.

The lot of updating was to be expected, there have been updates to the game very recently.

I rarely get a virus/malware but when I do, it's usually from a malicious web page, and turns out to be a bad one.

[gw17252009]

try changing ur antivirus to AVG. i run avg and have no problems

[Felisin]

Hello

I was too impatient to wait for reply from ArcaBit tech team, so I decided to solve the problem by myself but very carefully

1. After last downloading and installation of the newest version of ArcaVir not all "security modules" worked correctly. Actually only one of them was active :/ (there are 7 of them: antivirus, firewall, antispam, email protection, registry monitor, parental control, scanner hhtp).

2. I uninstalled ArcaVir, downloaded it again and all worked

3. But I couldn't connect to the game - again! <facepalm>.

4. There is also "game mode" as an option in ArcaVir, but it didn't work for me as well :/

5. So I decided to do some tests (I switched on and off each module separately and tried to connect to the game), in order to confirm/exclude which of security modules was responsible for blocking access to the game. Result: firewall.

6. I checked 'blocking rules' in ArcaVir's firewall settings. There are NO signs of DDO...?! Why then it is still blocked when firewall works? <I've sent that question to tech team > That's odd.

7. It seems like I can play DDO having only firewall switched off, while rest of security modules of ArcaVir are switched on. Well, that's fine for me. And after closing the game, I simple switch firewall on and run fast scanning - just in case.

8. Tonight I also run the whole system scanning (almost 2,5 hrs long process) and no viruses/malwares were detected

I've sent few more questions to ArcaBit tech team, just to be sure if my assumptions are right and to know for sure how high is the risk that my laptop can be infected by viruses/malwares when I play having firewall off.


_______

try changing ur antivirus to AVG. i run avg and have no problems

It might be a solution but I used ArcaVir for years and was satisfied, especially because of their always eager to help tech team

(...)types of malware ("rootkits' for one)

O, good to know, thank you for telling me about it

It sounds like from what you wrote that maybe their antivirus software itself was damaged by the infection?

That was one of my questions in my last email to them

(...)don't read the forums on that laptop until you have an ad blocker or virus checker/shield

Adblock Plus is on

I am very glad you are working with the antivirus maker, you may also be helping them by giving them important information to make their software even better.

Oh, looking at the lenght of my detailed emails they received a solid feedback from me ;P


I can play, I'm happy ))

Thank very much to all who did their best to help me
<masshug to HailBlazR, Hikup, MsEricka and gw17252009>
<greater masshug to My2Cents >