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DamonRipper -> RE: Help - unable to play online (11/28/2006 8:47:53 PM)
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Here is where I am with EA ... this is in descending date order (oldest post at bottom)
Question Reference #061126-005550 Subject: Can't get online! Please address ASAP as this game is one of the main reasons...
Platform & Game: Sony PlayStation® 3 Tiger Woods
Tiger Woods PGA Tour 07 Category: Technical Support
Online Play Issue Send Email Type: Simplified (My Stuff Reply / No Threads) Submitted: 11/26/2006 05:47 PM Last Updated: 11/27/2006 08:35 PM Status: Updated by EA
Discussion Thread
Response (Jose M.) 11/27/2006 08:35 PM Hi,
Thank you for contacting EA Technical Support and for updating us regarding the connectivity issue you are currently facing with Tiger Woods PGA Tour 07 for your Playstation 3. I'm sorry to hear that the steps I had provided were unable to resolve this issue.
Of course if the issue persists even after going through those steps, there is something else we can do in order to look into the case further. Please respond to this message with the following details so that we can look into other factors from our end:
1) Persona
2) Email address assigned to account
3) Connection Type (broadband, dsl, cable as well as the name of your ISP.)
4) Make and model of router (if any)
5) Timestamp (see below)
To perform a timestamp, start your game up and go online like you usually do. At the moment you get disconnected, take down the exact time it took place (please don't forget to include your timezone for accuracy) as well as other details, like what game mode you were playing, and any error messages that came up.
In addition to this, we would also like you to send your connection information so we can diagnose and fully understand what obstacles are preventing you from maintaining a connection with the EA server. Below, are the following steps to send your connection information to us.
1) First, download the UOTrace program.
2) After installing it, open the program and if a pop up box appears telling you "UO Server List not found" just click "No".
3) Click the "Options" menu at the top of the window, and select "Advanced".
4) Next, in the rectangular window where the server is listed, type in the IP address (easo.ea.com) to check the connection to the server.
5) Now, just click the button labeled "Trace route", which is the fourth button to the right of the IP address window.
6) After the trace route has completed, click the "Poll" button, which is two buttons to the right of the trace route button. This tells your computer to send data packets to the host server.
7) Let it send around 100 or so packets then select "Stop Poll".
8) From here, just click "Edit" then "Copy".
9) Open a blank text file, such as Microsoft's Notepad, and select "Edit" then "Paste" from the toolbar. The IP address should still be easo.ea.com
10) Look at the results in the text file. If there are any places where the connection shows a ping time of over 300ms, there's a good chance that this is preventing you from connecting.
11) Contact your ISP and see if there's anything that can be done on their end, or try another ISP in the interim, if possible. If you're playing another player via direct connection or IP-IP, put in the other player's IP address if you know it, and you can test the connection between the two machines. Bear in mind that most players won't give out their IP address.
12) If you're getting 100% packet loss on the first hop, you'll need to turn off your firewall and try again. Please be sure that when connecting to the EASO service, that you either turn off your firewall or open the proper ports needed to play online.
13) Check the ports listed in the Install Guide. If you are having continual problems, or if it appears that the server is down, please feel free to use the "Contact Us" page to submit a query to our Technical Support staff.
Once you pass this information to us, we can forward this to our Accounts team for further investigation. EA Technical Support has no access to our customers' accounts, so I cannot provide any details as to what they can or cannot do on their end. Any and all findings from their work will be forwarded directly to you via email so that your issue can be addressed and resolved. Of course if they need any more information from you or if you have any questions regarding their input, please respond directly to their email to continue the conversation.
I hope that this helps answer your question. If you have any other questions, then by all means feel free to let us know. You can also refer to our extensive Self Help Knowledgebase at http://support.ea.com for common technical questions.
Thank you,
Jon M
EA Technical Support
Customer 11/27/2006 04:16 PM Thanks for your response. I am a senior system engineer in the IT field, and I know networking. I have my PS3 set up in the DMZ (no ports blocked) on my router, my PS2 was there with same IP address (no issues ever). Also, I bought another EA game (Need For Speed Carbon), and it works fine on-line. I tested it last night.
All this is to say I am quite confident it is not an internal network issue.
I have searched the support site extensively and see nothing relevant, other than the link below, which was reported for Xbox.
http://support.ea.com/cgi-bin/ea.cfg/php/enduser/std_adp.php?p_faqid=11681&p_created=1143153073&p_sid=e8CU_Kni&p_lva=&p_sp=cF9zcmNoPTEmcF9zb3J0X2J5PSZwX2dyaWRzb3J0PSZwX3Jvd19jbnQ9MTMwJnBfcHJvZHM9MCZwX2NhdHM9MCZwX3B2PSZwX2N2PSZwX3BhZ2U9MSZwX3NlYXJjaF90ZXh0PStlYSArc2VydmVycw**&p_li=&p_topview=1
Please respond with further instructions. If you can't think of anything else to try, please escalate this issue for me. Thanks!
Response (Jose M.) 11/27/2006 03:14 AM Hi,
Thank you for contacting EA Technical Support. I'm sorry to hear you are experiencing difficulties with Tiger Woods PGA Tour 07 for the Playstation 3, and apologize for any inconvenience.
First, it's important to understand how the EA Online servers operate. When you connect to EA's servers to play online, you have a direct connection with us. You are able to chat with other players in the game lobby, as they are also directly connected to us. Your connection with the other players at this point is via a relay, meaning that it's through us. When a player challenges another player, the challenge is sent through the relay, and contains direct connection information for the challenger. If the challenge is accepted, then the two Playstation 3's will attempt to connect directly.
In the meantime, what you can do to improve your own connectivity depends on the type of internet connection you have and the equipment you use for going online. First if you have a router, you may want to try bypassing it and connecting directly from your modem to your Playstation 3. You can also powercycle the modem itself, which involves unplugging the modem from its power supply and letting it rest for 10 to 15 minutes before trying to connect again.
If those steps do not work, you may have ports that are being blocked or restricted either by firewalls in your router (if you have one) or through your internet service provider itself. These ports can be found in your game manual under the heading "Playing Behind a Firewall." Refer to these ports when contacting your ISP or Router manufacturer. Be sure to have the ports opened for incoming and outgoing traffic. If you have a DSL connection, you may also want to check your upload and download speeds as this may also contribute to connectivity issues.
Finally, if this is actually your first time to go online with your Playstation 3, or if you have had any significant changes to your internet connection or provider, you may need to reset your network configuration. Please contact Sony directly at 1-800-345-SONY (7669) for further details and assistance in configuring your network.
I hope that this helps answer your question. If you have any other questions, then by all means feel free to let us know. You can also refer to our extensive Self Help Knowledgebase at http://support.ea.com for common technical questions.
Thank you,
Jon M
EA Technical Support
Customer 11/26/2006 05:47 PM Can't get online! Please address ASAP as this game is one of the main reasons I bought a PS3 as soon as they came out.
I created a new Sony PS3 account, name DamonRipper. All network functions work (friends, ps3 browser, etc.) However when I play Tiger Woods 2007, all attempts to do anything online result in the error message below:
The EA servers are not available at this time. Please try again later.
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