Downloadable Contents, Connection Issue

Hi masternueng!

Okay let's check if that is a Origin issue.

At first, download and install the latest version of Origin at www.origin.com/download (and make sure you have your Origin account ready as well)
If that doesn’t helped, close the origin client and go directly to you origin folder  C:\Program Files\Origin Games. Run the origin.exe in this folder with a rightclick -> run as administrator. 

This worked out in the most cases, if not, try to deactivate your firewall/antivirus software and/or check the online ports of your connection:

TCP: 80, 443, 9988, 20000-20100, 22990, 17502, 42127
UDP: 3659, 14000-14016, 22990-23006, 25200-25300
For specific instructions on how to open your ports, please visit http://www.portforward.com/ or contact your router manufacturer.

Please let us now, if this problem after this workaround still exist.

Cheers
Basti

I'm having the same problem as the gentleman above. Tried aforementioned solutions but to no avail. 

Hey Basti,

I followed your instruction on downloading and installing the latest version of Origin, including uninstalling it and trying to run on administrator. I turned off my antivirus and firewall, but still cannot connect. I however cannot check on the TCP UDP as I do not know how. I am using OPENnet, which is linked to my optical network terminal. The website do not have anything on either names. 

Please help.

Hi eabastian,

I followed your suggestions to the letter but the problem still persists in the PC version of the game running on Windows 7 64-bit.

Same issue here. I have opened all ports mentioned, disabled Windows Firewall as well as my anti-virus app, Origin run in Admin mode.

And still, Cannot Recieve Information message appears.

I purchased Dead Space 3 yesterday. The first few times I played I had access to the ingame DLC store at both the bench and the main menu. 

Since today, however, I cannot access the DLC store from neither the bench or the main menu, when I do, the message "Cannot retrieve information from Origin. Please check your connection and try again.", pops up. The news ticker displays announcements and DLC information, I do not get any messages concerning connection issues when using Origin outside the game or when it connects after you start up the game. 

I've done some wetwork through the knowledgebase, forums and google, and I have so far tried the following, most of these with machine reboots inbetween;

- Checked the port list that's been circulated around forums by EA support and opened all said ports, no solution

- Set the machine on which I play Dead Space 3 in DMZ, thus opening all two-way communication on all ports/protocols, still no ingame store

- Reinstalled Origin, nothing.

- Reinstalled Origin and Dead Space 3, this time on the same drive: I normally ran Origin from my system drive which is a SSD and installed all games on another drive, which is a regular HDD (in order to conserve drive space on my system drive), again, still no store.

- Checked if there happened to be some proxy server in effect that I'd forgotten about or was setup without my knowledge, not the case.

- Soft reset my router

- Hard reset my router by cutting power for over 10 minutes

- Hard reset my modem by cutting power for over 10 minutes

None of the above has helped so far, is there anything up with Origin itself, considering it's layout was changed recently, or did I miss anything? Love to see the ingame store functioning again so I can spend my hard earned money and ration seals.

In the Origin client try the Origin menu and then Application Settings, Origin in Game section then tick the box for Enable Origin In Game.

Barry.

Dear Barry,

Thanks for the reply, but this was already ticked on, the overlay also works, and since the issue arose - has always worked, perfectly fine. In the meantime, I even did a complete reinstallation of my computer and had my modem replaced. Nothing yet. I can still access Origin everywhere except from the game itself through the Bench or main menu.

 The issue itself is minor, on of the reasons I want to enter the store through the ingame option is to finally redeem all those ration seals I have.

Anyone?

I´ve had some back and forths with EA customer support as well;

Using this tool; ftp://ftp.ea.com/pub/origin/patches/uo/uotrace.exe I was able to traceroute towards the servers that handle Origin activity. 

By going to advanced and tracerouting to easo.ea.com I came to the most startling conclusion; From my place to the Origin servers that handle DLC, there are 16 hops. 2 of those block packets, making communication impossible. One of them is an IP in Redwood, an EA office - that one is a firewall that blocks any packet not coming from an EA application, the other was a LOCAL IP. 

Now this would suggest I have something in the lines of hardware connected on my network that blocks the communications between my machine and EA through Dead Space, however, what's most peculiar is that this IP keeps appearing on the list. Even after reinstalling my machine completely, eliminating any software faults, and even if I connect directly on my modem, even after I switched modems (I contacted my ISP about this, they offered to swap routers to elminate any possible involvement from their end). So with no physical devices on the network aside from my modem and my PC, there is this local ghost-IP dat blocks any packets intended to travel from here to EA.

The invidual hops which Uotrace identified are each pingable individually and accept packets from my machine - it's packets intended to go all the way that get blocked. For the less technically inclined - every computer can connect to any computer on the internet if this is the receiving machine's intent (to receive incoming connections). However, if we just haphazardly connect to any computer we intend to connect to, we might run into issues such as lag due to long distances.

To counter this, information goes from machine to machine in short bursts over shorter distances. Tracerouting is a practice that lets someone map those bursts to see where your information goes to before it ends up at it's destination. Each machine in that route is called a hop. If you play co-op, for instance, you might have 20ms worth of lag. If you were to ping the server handling co-op directly from where I live, Holland, that would get a delay of 150ms (and that's a ping command from Windows, being 32 bytes small, the amount of data for co-op is by comparison vastly larger). This is the reason we communicate through these bursts over short distances - it eases network congestion, allowing better connections. 

Now - I can see all the hops I have to make, every machine my information has to pass through before it reaches EA. It gets stopped at two points, an EA firewall and a local IP. The local IP could either be a blockade of some sort, set up on ISP-level or a basic rejection of foreign packets coming from traceroutes. The latter would imply my data would pass through normally if done from the game. Option two would be the firewall in Redwood - it should allow data intended for/originating from Origin or EA games to pass, but doesn't - either my game sends corrupt data, a checksum or validation failed or my account is blocked in some way. 

Perhaps everyone facing this problem should run the uotrace and post the results. Here's mine, and it's garbled, but line by line, it makes sense. The first address is my router, the second is this local ghost IP. 100% packet loss means this address doesn't communicate with me or allows data to pass through it, the third last host is the EA firewall;

Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
* Unknown Host * 192.168.178.1 1 0ms 0ms 0% 6 / 6 0ms / 0ms
* Unknown Host * 10.223.0.1 2 6ms 100% 0 / 5
tb-rc0001-cr102-irb-202.core.as91213.51.150.193 3 6ms 6ms 0% 5 / 5 6ms / 7ms
asd-tr0409-cr101-ae5-0.core.as914213.51.158.154 4 9ms 11ms 0% 5 / 5 8ms / 23ms
ae5.ams20.ip4.tinet.net 77.67.64.65 5 10ms 11ms 0% 5 / 5 9ms / 21ms
xe-3-0-0.er1.ams1.nl.above.net 64.125.14.77 6 9ms 14ms 0% 5 / 5 8ms / 37ms
ge-3-2-0.mpr1.ams1.nl.above.net 64.125.26.82 7 10ms 10ms 0% 5 / 5 9ms / 13ms
xe-5-3-0.cr2.lga5.us.above.net 64.125.25.57 8 84ms 84ms 0% 5 / 5 83ms / 85ms
xe-2-2-0.cr2.dca2.us.above.net 64.125.26.105 9 93ms 95ms 0% 5 / 5 90ms / 114ms
xe-7-2-0.cr1.dca2.us.above.net 64.125.26.41 10 98ms 105ms 0% 5 / 5 98ms / 129ms
xe-0-0-1.er1.iad10.us.above.net 64.125.31.206 11 99ms 102ms 0% 5 / 5 97ms / 114ms
64.125.199.186.t00673-01.above.ne64.125.199.186 12 132ms 139ms 0% 5 / 5 132ms / 149ms
* Unknown Host * 159.153.93.2 13 97ms 100% 0 / 5
* Unknown Host * 159.153.225.30 14 99ms 98ms 0% 5 / 5 98ms / 99ms
meav5-pub.pt.iad.ea.com 159.153.226.105 15 98ms 97ms 0% 5 / 5 97ms / 98ms

To get your own list - open the tool I linked in the beginning - click no when prompted to download a server list and in the tool, click on options > advanced. Fill out easo.ea.com in the dropdown-box and click the fourth button from the left, marked Traceroute. When the hosts are listed, click Poll, the button on the right from TraceRoute. Let it run for about 5 to 25 packets, then click the button again to stop polling. Edit > Copy and you have your results. 

Let's figure this out. What's going on and why can't we access the DLC-stores?