19 replies to this topic

[Octantis]

Ever since the game was patched on September 9th I've been getting an error when trying to run MWO.

Error: The servers are currently undergoing maintenance. Please try again later.

Talking to some unit mates and their MWO is working just fine.

Steps Taken:
1. Ran repair tool. (no fix)
2. Flushed DNS (no fix)
3. Changed from AT&T U-Verse DNS to google DNS (no fix)
4. Reboot machine (no fix)
5. Reboot router (no fix)
6. Turned off IPv6 (no fix)
7. Sent message to support (no answer as of noon on Sept 10th)

Short of reinstalling the entire game I'm running out of options.

Others are experiencing the same trouble via this post in the support forums.

Ideas?

[Peiper]

I've done all the same things. Also waiting for a reply from my ticket. I sent them EVERYTHING too. Crash dump file, dxdiag, several more files to speed up their work. Niko said something about there being a support backlog - though I don't know if he was referring to forum support only, or support@mwomercs.com/tech support. I believe he was. I have three tickets in, one over a week old. I do hope they triage this so we can get playing. The other two support tickets were trivial compared to an inability to play at all - especially as this is my weekend. I am glad you started a new thread here, though, because the old thread we were commenting in might not be getting the attention the latest patch features are.

The following two users are also having this trouble. I sent them a message to join us in this thread.

http://mwomercs.com/...amitous-intent/
http://mwomercs.com/.../596442-phucko/

[Phucko]

My post from the other thread.

Started happening to me yesterday. Uninstalled game, removed all traces of it. Unplugged modem, rebooted PC. PC came back up and same error. Dl'd the repair tool and it gives the same damn error. Servers currently unavailable undergoing maintenance.

What gives? I've spent more money on this game than any other game I've ever played. I'd expect to be able to play it. I've emailed support and am awaiting a reply.

Forgot to add that I tried multiple DNS servers so it's not a local DNS issue.

This is a Windows 8 64 bit machine and the issue is occuring on a Win 7 32bit machine as well.

[Peiper]

Phucko, I read your other post. Send an email describing the problem to support@mwomercs.com. Include your crash dump file, DxDiag, and any other file in the game that you think could be relevant. I do find it heartening to know that this is happening on two computers of yours, because it indicates that it is not our installations of the game that are borked, its something to do with the connection between our computer and their servers. I really, really don't want to take a day just to redownload/reinstall the game.

I use AT&T/Yahoo DSL. What do you guys use? (Could it be an ISP issue??)

I followed up my support email with a link to this thread just now.

Edited by Peiper, 10 September 2014 - 01:56 PM.

[Alexander Garden]

Hey everyone,

Apologies for the inconvenience. At the moment there doesn't seem to be a catch-all solution to this 'Undergoing Maintenance' issue. Different users seem to be affected in different ways, and what works for one doesn't necessarily work for another. Such is the world of tech support.
I'm still running through and whittling down our technical support backlogs, a good number of which have involved connectivity issues in the wake of our recent data center transition. Many of those tickets are similar to the issue being discussed here. I've been able to resolve the majority of similar cases so far after running through the range of troubleshooting steps that I've outlined below. Please take the time to go through all of these steps, and forgive me if I retread some steps you may have already undertaken.
Note that in this case I've bolded the portion of the steps that I feel is most applicable, given what has been posted in this particular thread so far.

First off, power-cycle. I know this one has become a bit of a recurring joke, but we wouldn't ask if it didn't do the trick now and then. Unplug your routers and modems for a minute. Reboot your machine. Get those plugs back in there, nice and snug.

Run the MWORepairTool found in your \MechWarrior Online\Bin32 folder, and make sure you check all the boxes in the repair tool options before starting the scan.

Release and Renew your IP and flush your DNS:

• Press Windows key + R to open the Run window.
  
• Type cmd and hit Enter.
  
• In the command prompt window, type:
  
• ipconfig /release and hit Enter.
  
• ipconfig /renew and hit Enter.
  
• ipconfig /flushdns and hit Enter.

Change your DNS settings:

Using the information provided either by OpenDNS (link here) or Google (link here) please implement either of these DNS settings for your systems.


If you continue to experience the same connectivity issues after going through the above steps (and please do go through each of them), I'm going to need a better understanding of what you're working with. So in that event, please submit a support ticket to support@mwomercs.com with the results of a trace route, a ping test, and a DirectX Diagnostic, along with a copy of the Omicron.log file found in your \MechWarrior Online root folder. I will try to get to it as soon as I can.

Trace Route:
- Press Windows Key + R
- Type CMD
- Click OK
- In the Command Prompt, type: tracert 192.99.109.129
- Take a screenshot of the results and attach it to your reply.

Ping test:
- Press Windows Key + R
- Type CMD
- Click OK
- In the Command Prompt, type: ping -n 100 192.99.109.129
- Take a screenshot of the results attach it to your reply.

How to obtain and attach a DxDiag
- Press Windows Key + R
- Type DxDiag
- Click Save All Information. If prompted about WHQL drivers, click no.
- If the Save All Information button is not present, simply click on Run (32/64 bit)DxDiag. The Save All Information button will appear after the diagnostic.
- Log file location: C:\Program Files (x86)\Piranha Games\MechWarrior Online\Bin32\PatcherLogs
- Attach the file to this support ticket. Please do not copy/paste the contents in the body of your message as it will get truncated.

[Phucko]

Peiper, on 10 September 2014 - 01:52 PM, said:

Phucko, I read your other post. Send an email describing the problem to support@mwomercs.com. Include your crash dump file, DxDiag, and any other file in the game that you think could be relevant. I do find it heartening to know that this is happening on two computers of yours, because it indicates that it is not our installations of the game that are borked, its something to do with the connection between our computer and their servers. I really, really don't want to take a day just to redownload/reinstall the game.

I use AT&T/Yahoo DSL. What do you guys use? (Could it be an ISP issue??)

I followed up my support email with a link to this thread just now.

I hate to say it but I'm using ATT Uverse. When I create a mobile hotspot on my cell which is also ATT I can connect to the client on the Win 7 system. Unfortunately I smoked the game on my win 8 box so I can't give it a try since I'm capped on bandwidth on the cell.

[Peiper]

Alexander Garden, on 10 September 2014 - 01:59 PM, said:

Hey everyone,

Hi Alexander.
Thank you for the timely reply to our plight.
I have gone through all the fixes suggested to no avail, and have replied to my currently open support ticket with all the information you asked for above.
Peiper

Note to other users: the OMICRON text file is the Omicron.log file. (As opposed to the omicrononline file, and the ones found in the backup log.)

I attached all three patcher log files: bootstrap_patcher_log, frontend_patcher_log, and ingame_patcher_log. He asks for it in the dxdiag instructions, so it's easy to miss his request.

[Phucko]

Octantis, who is your ISP?

Peiper, where do you live if you don't mind me asking. I'm in STL. So we have 2 people in STL that are having the issue and 2 with the same ISP.

[Peiper]

Chicago area. I really doubt it's a geographical issue, and looking around the forums, we aren't the only ones to have had this issue. I was thinking, it has something to do with the latest patch - but maybe not in the patch itself. They shut down the servers while they update them for the new patch, right? So, something they did changed in the servers is preventing me from connecting to them. It's not like I started the patch and this happened. I couldn't even open the launcher. For some reason, my computer is being told the servers are under maintenance instead of connecting through to the launcher/patcher. I would guess that as soon as I CAN connect through to the launcher, I could patch and play like normal. This theory is based just upon a layman's observation, mind you.

[Phucko]

Peiper, on 11 September 2014 - 01:07 PM, said:

Chicago area. I really doubt it's a geographical issue, and looking around the forums, we aren't the only ones to have had this issue. I was thinking, it has something to do with the latest patch - but maybe not in the patch itself. They shut down the servers while they update them for the new patch, right? So, something they did changed in the servers is preventing me from connecting to them. It's not like I started the patch and this happened. I couldn't even open the launcher. For some reason, my computer is being told the servers are under maintenance instead of connecting through to the launcher/patcher. I would guess that as soon as I CAN connect through to the launcher, I could patch and play like normal. This theory is based just upon a layman's observation, mind you.

I agree with you. ATT Backbone works off of BGP and VPN tunnels. Was wondering if they made a routing change as of late but that's not the case. At least not on the 9th or 10th maint windows. Maint was done on a core router in Chicago but it was an upgrade and was successful. I'm at a loss.

[Bront]

Peiper, on 11 September 2014 - 01:07 PM, said:

Chicago area. I really doubt it's a geographical issue, and looking around the forums, we aren't the only ones to have had this issue. I was thinking, it has something to do with the latest patch - but maybe not in the patch itself. They shut down the servers while they update them for the new patch, right? So, something they did changed in the servers is preventing me from connecting to them. It's not like I started the patch and this happened. I couldn't even open the launcher. For some reason, my computer is being told the servers are under maintenance instead of connecting through to the launcher/patcher. I would guess that as soon as I CAN connect through to the launcher, I could patch and play like normal. This theory is based just upon a layman's observation, mind you.

I've had no problems with my UVerse connection in the Chicago area, so it's likely not your connection.

Do you have a second PC you can try the game on to see if it's PC related?

[Peiper]

No, Bront, I do not. However, as Phucko has pointed out - he has two computers, with different operating systems, and BOTH of them have the same problem. I really don't think it's the computer. Could be a router thing, maybe?

I have a Linksys Cisco E1000 wireless-N router (though I am plugged into it). I also have an actiontec DSL router.

[Phucko]

Alright. Good news although I don't understand what the issue is. If you can get a USB wireless adapter and connect via your mobile and play a few games when you disconnect from wireless you will be up and running again on your home connection. That's my experience. I was able to transfer the entire Piranha Games folder off my win 7 laptop on to my win 8 desktop, use a usb wireless adaptor to connect to my ATT mobile hotspot (created from my phone) and play a few games. To my surprise when I tried on my wired connection on the win 8 machine it worked again. I can't explain this, I'll have to think it over to give suggestions other than what I've already done.

Regards,
Phucko

[Darth Futuza]

Phucko, on 11 September 2014 - 04:13 PM, said:

Alright. Good news although I don't understand what the issue is. If you can get a USB wireless adapter and connect via your mobile and play a few games when you disconnect from wireless you will be up and running again on your home connection. That's my experience. I was able to transfer the entire Piranha Games folder off my win 7 laptop on to my win 8 desktop, use a usb wireless adaptor to connect to my ATT mobile hotspot (created from my phone) and play a few games. To my surprise when I tried on my wired connection on the win 8 machine it worked again. I can't explain this, I'll have to think it over to give suggestions other than what I've already done.

Regards,
Phucko

Sounds like an ATT problem.

Have those of you who are having this problem, tried playing on a different ISP? (eg: a vpn or taking a laptop to work)

[Peiper]

Okay, something really, really weird happened and I don't know if it's something I did, or they changed something with the servers, my ISP farted, or whatever....

What I DID try doing is I downloaded the installer and tried to install OVER my current game, which failed, because of course I had to uninstall my old game first. I said to myself 'F--- that' because I didn't want to wait endlessly for the super long downloads.

Later this evening, I was talking on teamspeak and idly hit the MWO launch shortcut and the game came right up. I didn't even have to patch it (probably because the repair tool did the patching). And now I'm in game and about to join my Devil Dogs for some drops.

So, maybe download the installer and run it and MAYBE it kickstarts something and reroutes so you can play? I don't know. Really weird... See you on the battlefield!

[Octantis]

Peiper,

Don't think it has anything to do with the installer. I just tried mine and it started working didn't change a thing on my end.

Go figure. Time to stomp mechs.

[Peiper]

Octantis, on 11 September 2014 - 05:58 PM, said:

Peiper,

Don't think it has anything to do with the installer. I just tried mine and it started working didn't change a thing on my end.

Go figure. Time to stomp mechs.

WOOT!!!!

[Phucko]

I'm guessing someone fixed something on Piranha's end. Magically I've not even received an email from support yet. I cleared ATT. I work there and looked over the dashboard and the maint on the 9th and 10th. I'll admit that ATT was looking like the culprit to me at first though. I think there were certain server settings aka ports blocked or an ACL that prevented a certain block from connecting to the servers. Probably coinciding with the move to a new datacenter.

[Octantis]

Phucko, on 11 September 2014 - 12:58 PM, said:

Octantis, who is your ISP?

Peiper, where do you live if you don't mind me asking. I'm in STL. So we have 2 people in STL that are having the issue and 2 with the same ISP.

I am in St. Louis. Eureka specifically. AT&T Uverse over fiber.

[river908]

Changing DNS settings is not working for me this time. I dont know if this has something to do with
the september patch or because i downloaded the Public Test version.

Either way, Im still having login problems. This "server undergoing maintenance" error is becoming too annoying.
I hope they come up with a solution.