Updated: 1:22PM 8/5/2013
We no longer need new reports to help pin point the issue. Please read the following:
Since Saturday afternoon we have done a complete review of all of our internal systems from the networking hardware and connections all the way through the complete billing stack and game servers.
Once that process yielded no results and no issues we could address, we began taking requests for region, ISP, and traceroute data to help us pinpoint any possible geographic or internet routing similarities that would give an indication of the root cause of the issue. We have also been monitoring other services and working with third parties to further pinpoint the probable cause of these issues. Initial investigations pointed to causes outside our network and datacenter.
As we've worked through this process we have seen players report workarounds to the issues which have allowed others to connect consistently. These have included the use of alternate connection methods, such as VPN’s, tethered cellular, acquiring a new IP (internet protocol) address from your ISP, or using an alternate internet connection that does not happen to route through the same networks as your existing provider. This further confirmed our suspicions that the issues lay outside our direct control.
This morning we have received word that one of our affiliated connection providers is taking steps to re-route services around certain areas of the internet that are experiencing issues we believe are the root cause of the reported issues.
This work may take some time to propagate through the internet in general. If you are able to take advantage of the temporary workarounds detailed above, this may allow some of you to enter the game until such time as this rerouting and propagation completes.
We appreciate the efforts by those who discovered workarounds, other reports of similar issues elsewhere on the 'net, and all of you who submitted tickets detailing your issues and locations and other requested data.
We continue to investigate these issues as they are still impacting a portion of our player base. We ask that you do the following:
Submit a support ticket with all of the following information. (Submit ticket here: http://support.turbine.com/ics/support/ticketnewwizard.asp?style=clas sic&deptID=24001&)
- Your physical location
- Your ISP
- The name of the character and server you are tying to log in.
- A trace route if possible to gls.lotro.com
Please only use this thread to discuss this issue as multiple threads have become unwieldy and useless to us in attempting further trouble shooting. Additional threads will be closed.