Cannot Connect to FIFA 17 Servers or any EA service

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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
Since about 11 am on 1/17, I have not been able to connect to either FIFA 17 servers on Xbox One. Also, I am not even able to sign-in to EA on EA.com because the sign-in page won't even load properly. Every time, I get the message, "This site can’t be reached. accounts.ea.com took too long to respond."

My networking equipment
1. Comcast Arris Tg862g modem
2. Linksys EA4500 dual-band router

Troubleshooting steps taken so far

1. I have tried signing in with other accounts on my Xbox One to no avail.
2. I have tried signing into EA from different devices in my house, but the page won't load on of them. However, the page did load when I tried on 4G.
3. I have restarted both my router, modem, and Xbox One multiple times,
4. I have cleared the MAC address on my Xbox One.
5. I tried cloning my MAC address of my computer to my router.
6. I connected my computer directly to my modem and tried to access the EA sign-in page but that failed as well.
7.. I contacted both EA and Comcast and neither was helpful in the slight bit. Each of them pretty much told me to contact the other one after running through basic troubleshooting protocols.

Basically, I have hit a complete wall in trying to resolve this issue. My hypothesis is that my connection just cannot connect to the EA sign-in servers for whatever reason. I just have no idea how to actually fix that problem especially with Comcast and EA giving me little help. I was just hoping that someone might have a different suggestion I hadn't tried.

Thanks.
 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
It times out at the 3rd hop on tracert ea.com. However, it seems that it times out at the 3rd hop no matter what website I use tracert for. I tried common websites like google and facebook and the 3rd hop and on always times out.

As for pathping, it says 0/ 100 for both of the lost/sent column for the two hops. I ran pathping on google for comparison, and it looks the exact same. I also ran pathping on accounts.ea.com leading to similar looking results. I have to admit that I am not really sure how to read the pathping, so if I need to provide more information I will.
 
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Ralston18

Ralston18

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Oct 11, 2014
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3rd hop - actually stopping there and not getting beyond your ISP? 1st hop being your gateway and the second hop being the ISP's gateway.

Do the results truly end at the 3rd hop or after "Request timed out" just simply continue via additional hops? Could be the "Request timed out" devices are just simply not responding back.

Are you able to run the tests again and post the results? Reading/intrepreting the results is somewhat out of my "comfort zone" also. However, there are always things to learn. And some other forum member may identify the signs of some specific contributing issue. Fine with me.

If you have not already done so, check your router's logs for any errors. The logs may need to be enabled if that has not already been done.




 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
When I run tracert, it will do the first two hops as your decribed and then it will just "request timed out" until it hits the maximum 30 hops. It appears to do this for any website I try.

I can post the results; I was just trying to avoid posting anything too personally relevant.

Here are my pathping results for both ea.com and accounts.ea.com (I blacked out the parts I thought were personally identifying).
http://i1067.photobucket.com/albums/u430/rihmbo/pathping_zpsqek1iqi4.jpg

Here is my trace rt from command prompt for ea.com.
http://i1067.photobucket.com/albums/u430/rihmbo/tracert_zpsthsavtz9.jpg

I did not see any errors in my router's logs. However, I saw that I can run a trace route from my router. When I ran the trace route function in my router, I was able to see a clear path of hops to websites like Facebook and Google. and the trace completed. However, the trace ends up with a lot of lines of * * * and only completes after the maximum 30 hops when I tried either ea.com or accounts.ea.com. I can post those results too if you can let me know what I should redact. It's a lot harder to tell.
 
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Ralston18

Ralston18

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No problem. Understand the concerns and possible needs for redaction. (Not sure if more such tests will really help at this juncture.)

Anyway some hops will not respond as the device may be configured not to respond. However having all of the devices in the path doing that is not something I would expect.

With multiple websites being affected and the problem seeming to originate right after your router is interesting. To me that now suggests taking a step back closer to home is warranted.

May be some firewall blocking traffic - perhaps ICMP with respectd to the current situation.

And take a look at your incoming coax cable and connections. Coax splitters can be quite problematic.

Plus swap out the ethernet cable between the modem and router with a known working cable.

Goal is to try to eliminate as many potential culprits as possible.

 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
I tried disabling the firewall on my router just to see if that would help; unfortunately, it did not.

As for coaxial cables and connection, I disconnected them all, looked at them, and even used a different cable but nothing changed.

Changing the ethernet cable also did not work. I even tried again to directly connect my computer to my modem to bypass the router, but it did not work either.

This is just so strange. I just cannot understand why ea.com itself loads fine, but whenever I try to sign-in to any EA service then I cannot get the page to load. Making matters worse, Comcast was supposed to call me back today after I contacted them last night but failed to do so for the second time.

Thank you for your continued help.
 
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Ralston18

Ralston18

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Oct 11, 2014
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Is this the link:

https://www.easports.com/fifa

I went in that far - very flashy video and then could watch the trailer....

Are you able to go to some other location (family, friend) completely different and try to sign in from there? Using a completely different computer?

Check your hosts file.

The idea being to see if there is some sign-in problem with respect to your EA service. Would normally expect some error message or information if the login attempt fails. However, could be some corruption in the process and you/your PC are "Persona non-grata".

Another thought is that (after the above) to try signing in via "forgot login/password" process. Maybe that will restore things. Provided you can even get that far into the process and screens.





 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
I can load the page fine of the link that you posted. The problem occurs when I hit the sign-in link at the top right which I have highlighted with an orange box in the screenshot below. When I click sign in, I get the page in the second screenshot below.

Main EASports Page
http://i1067.photobucket.com/albums/u430/rihmbo/fifa_zpsvpgboqoz.jpg

Sign-In Page Failing to Load
http://i1067.photobucket.com/albums/u430/rihmbo/failedtoload_zps0ib3xdln.jpg

I can load the page and sign in fine if I use another network completely (such as my mobile 4G network). However, any device on my network will simply return the timed out page in the picture above.

As for the hosts file, everything looks fine. There are no websites being blocked or anything of that sort.

Unfortunately, as noted above, I cannot even load the page to get to the "forgot login/password" page. It seems that if I need to connect to any account services for EA then I simply cannot make a connection to their server.

Is it possible that their server is just blocking my IP for some reason? I am simply spitballing at this point. When I contacted EA, the main suggestion they gave me was to have my ISP assign a static IP (something Comcast doesn't do for residential accounts). EA's main concern was changing my NAT type from moderate (something it has been for ages) to open. I have no idea if this information helps, but I figured I'd throw it out there.

 
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Ralston18

Ralston18

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Oct 11, 2014
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Anything helps. E.g., thanks for mentioning NAT.

I had noted some references to NAT settings and multi-player games. No way here to test or even look at such settings. Set that aside at time.

Is the following link the User Guide for your router?

http://downloads.linksys.com/downloads/userguide/EA-Series_UG_Full_3425-00125D_EN_FR-CA_Web.pdf

You might try a static IP address on the Xbox versus having your own static IP via Comcast. Then you could focus configuring your router and network accordingly.

Or change your DNS.

And here are a couple of recent links with respect to Xbox:

https://www.techjunkie.com/change-nat-type-xbox-one/

http://windowsreport.com/your-network-is-behind-port-restricted-nat-xbox-one/

Not sure why EA would consider having you change your NAT from "moderate" to "open". Maybe they know somehing we do not or they have some other purpose in mind.... Maybe they want you to open other ports.

Anyway that does provide another path of options to explore and there are certainly more links out there with additional information.

Youtube "how-to's" and a variety of posts from users with problems - e.g.:

http://windowsreport.com/your-network-is-behind-port-restricted-nat-xbox-one/

At least take a look at the links above or other similar links. May or may not apply per se but hopefully one of the links will add some insight that you apply.

For the moment I have (to some extent) run out of ideas.
 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
That is indeed the User Guide for my router.

I had my Xbox set-up with a static IP and forwarded ports already, but I figured I'd try anything. Therefore, I reassigned a new static IP and forwarded the ports again but nothing changed.

As for DNS, I tried changing them a while ago by using Google's (8.8.8.8 & 8.8.4.4); however, it did change anything either. I could try to change my DNS again if you think it might help. It was one of the earlier steps I took in this whole process.

In respect to EA, I have no idea what they were going for either. The customer service reps just kept saying that it would make the connection "stronger" (literally his word). When I pressed them on it, they just repeated the same thing over again. It felt like talking to a brick wall.

I read through your linked articles. Unfortunately, I have read a lot of articles like these about port forwarding and changing my NAT type because I experienced some issues in the past that I tried to resolve. However, I will continue to search for other articles or YouTube videos that might be able to shed some light on my issue.

Thanks again for trying to help. I really do appreciate it especially with how unhelpful the customer service has been. This whole process has left me feeling quite defeated.
 
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B

BiRDMachine

Commendable
Jan 30, 2017
1
0
1,510
I was having the same exact issue.

Unable to connect to accounts.EA.com within my home network.

Put my comp and xbone on my wifi hotspot and was able to connect just fine.

Placed xbone and comp in the DMZ, opened all the required ports and still nothing.

Called Comcast and requested a new modem. Went to local store and swapped out for a different model. It's connecting just fine now. Hope this helps.
 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
It definitely helps because it pretty much confirms what I feared might need to happen. In the back of my mind, I thought I might need to replace some/both components of my wireless network, but I hoped that I would find some other solution.

Thanks for your reply.
 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
Thanks for the advice of dealing with Comcast because I have never returned anything like this before. Sadly enough, I was actually able to connect for all of about 2 hours yesterday with my current equipment only for the connection issues to resurface. Crazy stuff..
 
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Ralston18

Ralston18

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Oct 11, 2014
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That continues to suggest an intermittent problem. Look at the cables and connections again.

Especially any splitters. Those are small devices that have one coax cable input and two, three, or four outputs. Splitters are cheaply made and after a period of time just do not do the job any more - especially if outside and exposed to the elements.

Suggest that you sketch out a simple diagram showing all of the wiring, connections, and devices. That will provide a "big picture" view and perhaps help you spot something unnoticed to date.

You might also find some "T" connectors and/or some barrel connectors. Possibly some 90 degree angle connectors. "T"'s should be replaced with a splitter. Barrel connectors (joining two lengths of cable) should be avoided but having one here and there should be okay - unless corroded, dirty, etc. Likewise for th 90 degree angle connectors.

Look for any splitters that have an open connection - no coax attached. There really should be a terminator screwed to properly manage the signals. Sometime just a plastic cap is put over the opening. Not the same.....

Likewise any cables that just branch out and are not terminated in a device or terminator cap.

Every splitter degrades the signal and a bad splitter can reek havoc. You can buy them on your own or seek a replacement(s) via Comcast. I usually have one or two extras on hand just for testing and/or as a replacement.

Note: If you frequently see Comcast tech's around your area you may be able to get them to provide you with a couple splitters. Or go to the store again - take the old/original ones back.

Sort of running out of ideas again so trying to go back to basics and refocus.
 
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R

Rihm

Commendable
Jan 20, 2017
10
0
1,510
Well, I am officially stumped. It is working completely fine now. I was just about to contact Comcast and exchange my equipment like suggested in this thread, but I tried it just for kicks and giggles and it worked. I wanted to make sure it would seemingly stick this time so I waited a couple of days to ensure that it continued working. As of now, I can say that it has worked properly for the past 4 days without issue. I just don't get it; I spent two plus weeks trying everything under the sun and now it works when I basically gave up.

I checked my connection points again. I do not have any "T" connectors or splitters. There is simply a coaxial cable that runs from the modem into the wall. As a precaution, I replaced the cable anyways because I figured it couldn't hurt.

Thanks again Ralston18 for sticking with me and trying to help. I just cannot believe that we tried so many things only for the connection to seemingly fix itself (unless something we did worked and just took time to affect things). If the connection fails again, I will be sure to post.
 
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