Hi,
I have an issue with Dead Psace 3 when trying to click on "Downloadable Contents" it appear with a message stating "cannot retrieve information from origin. Please check connection and try again".
What should I do?
Bumping is shameful, but I'm really, really getting tired of seeing the ration seals stack up and having to pop back and forth between Origin and the game.
I do have a support ticket running on the side, but so far, the only thing that's happened is me being accused of not having my network in order even though I've gone as far as reinstalling two of my systems and replacing my network hardware (new moder/router and cables), is there really nobody out there who knows what the deal is here?
No idea what it all means, but here goes:
Tried everything from opening up roughly 23 different ports and port ranges to disabling the firewall, running both Origin and DS3 in admin mode and XP SP2 compatibility. Still unable to retrieve information from Origin.
You seem to have the exact same issue as I have, an IP that is situated in a local network-range (the second one) that doesn't let packets through. Where are you located and what is your ISP?
Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
sitecomwl341.sitecomwl341 192.168.0.1 1 0ms 0ms 0% 37 / 37 0ms / 1ms
* Unknown Host * 10.15.147.1 2 6ms 100% 0 / 36
* Unknown Host * 212.142.59.237 3 9ms 9ms 0% 36 / 36 6ms / 15ms
* Unknown Host * 84.116.244.33 4 12ms 14ms 0% 36 / 36 11ms / 35ms
* Unknown Host * 84.116.138.81 5 106ms 100% 0 / 36
us-was03a-rd1-xe-0-3-0.aorta.net 84.116.130.66 6 107ms 104ms 0% 36 / 36 100ms / 132ms
us-was02a-ri1-ge-4-1-0.aorta.net 84.116.130.206 7 105ms 107ms 0% 36 / 36 103ms / 116ms
Eth1-7.edge03.abn-iad.ea.com 206.126.236.55 8 120ms 100% 0 / 36
* Unknown Host * 159.153.225.5 9 102ms 100% 0 / 36
* Unknown Host * 159.153.225.30 10 100ms 104ms 0% 36 / 36 100ms / 197ms
meav5-pub.pt.iad.ea.com 159.153.226.105 11 106ms 107ms 0% 36 / 36 105ms / 110ms
I appear to have the exact same problem.
My ISP is UPC Broadband and I live in the Netherlands.
My router is a Sitecom 300N wireless.
I obtained Dead Space 3 through the Humble Origin Bundle.
My OS is 64-bit Windows 7 Ultimate.
Do we share any common denominators?
This is a really annoying issue because I can't spend my Ration Seals at all, not to mention buy any DLC ingame.
Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
52D94401.cm-11-1b.dynamic.ziggo.nl 82.217.68.1 1 11ms 11ms 0% 26 / 26 8ms / 30ms
mnd-rc0001-cr101-vl243.core.as9143.net 213.51.168.1 2 12ms 13ms 0% 26 / 26 7ms / 47ms
asd-lc0006-cr101-ae7-0.core.as9143.net 213.51.158.2 3 20ms 17ms 0% 26 / 26 9ms / 67ms
ae1.ams10.ip4.tinet.net 77.67.64.61 4 13ms 15ms 0% 26 / 26 10ms / 44ms
xe-5-2-0.ams20.ip4.tinet.net 89.149.180.122 5 13ms 17ms 0% 26 / 26 9ms / 63ms
xe-3-0-0.er1.ams1.nl.above.net 64.125.14.77 6 32ms 17ms 0% 26 / 26 10ms / 44ms
ge-3-3-0.mpr1.ams1.nl.above.net 64.125.25.13 7 13ms 12ms 0% 26 / 26 10ms / 18ms
xe-5-3-0.cr2.lga5.us.above.net 64.125.25.57 8 88ms 88ms 0% 25 / 25 86ms / 92ms
xe-2-2-0.cr2.dca2.us.above.net 64.125.26.105 9 93ms 99ms 0% 25 / 25 93ms / 186ms
xe-7-2-0.cr1.dca2.us.above.net 64.125.26.41 10 97ms 109ms 0% 25 / 25 97ms / 188ms
xe-0-0-1.er1.iad10.us.above.net 64.125.31.206 11 104ms 105ms 0% 25 / 25 98ms / 192ms
64.125.199.186.t00673-01.above.net 64.125.199.186 12 101ms 103ms 0% 25 / 25 98ms / 192ms
* Unknown Host * 159.153.93.2 13 104ms 100% 0 / 25
* Unknown Host * 159.153.225.30 14 98ms 99ms 0% 25 / 25 96ms / 107ms
meav5-pub.pt.iad.ea.com 159.153.226.105 15 100ms 104ms 0% 25 / 25 99ms / 188ms
According to my data, I get blocked by EA firewall.
I also got my friend who does not have this issue to do a traceroute, here are his results:
Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
* Unknown Host * 0.0.0.0 1 0ms
sotn-core-2a-ae6-639.network.virg80.4.226.49 2 9ms 17ms 0% 29 / 29 8ms / 66ms
popl-bb-1c-ae14-0.network.virginm62.253.175.30 3 13ms 16ms 0% 29 / 29 13ms / 33ms
xe-1-0-0-xcr1.lsw.cw.net 166.63.211.129 4 18ms 18ms 0% 29 / 29 15ms / 41ms
ae12-xcr1.lnd.cw.net 195.2.25.30 5 23ms 27ms 0% 29 / 29 22ms / 62ms
ae6-xcr1.nyk.cw.net 195.2.25.197 6 88ms 92ms 0% 29 / 29 87ms / 114ms
ae3-xcr1.ash.cw.net 195.2.21.134 7 90ms 97ms 0% 29 / 29 90ms / 120ms
Eth1-7.edge03.abn-iad.ea.com 206.126.236.55 8 93ms 100% 0 / 28
* Unknown Host * 159.153.225.5 9 98ms 100% 0 / 28
* Unknown Host * 159.153.225.30 10 93ms 96ms 0% 28 / 28 91ms / 133ms
meav5-pub.pt.iad.ea.com 159.153.226.105 11 94ms 94ms 0% 28 / 28 91ms / 111ms
He lives in the UK
His ISP is Virgin Media.
I'm from the Netherlands too. I'm starting to assume this is something ISP related, but from which end, I cannot say. (Whether or not EA blocks certain ISPs or certain ISPs block EA).
The ghostly IP in the beginning of some of the logs that blocks all communication is the only point that needs addressing according to EA support, but they keep hammering on the fact that they think it's an issue on my end. I replaced all hardware involved in networking, from network adapter all the way through modem and the things inbetween, and piled on a format of two systems in my household.
What bothers me most is that EA keeps replying with the same copypasta saying I should check my cables or contact my ISP, while having me churn out heaps of information, whilst not giving me anything in return so I can see what's done on their end. It's fine if you can't do anything, but at least have the decency of some transparency after a customer has had the patience and goodwill to do everything you've asked of him.
Financially speaking, I've bought Dead Space 3 three times over if we count every penny spent on trying to fix this. Don't get me wrong, that was all merely a proposition done by you guys which I chose to follow up on, my local network needed the tuneup anyways, but it's still effort spent towards meeting eachother halfway where I ended up meeting you at your doorstep with nothing to go by but "check your cables" and "send us some logs".
How about throwing us a bone? I know customer service representatives are costly and their time is both limited and valuable, and that you shouldn't just blurt out every tiny detail to any customer who complains a lot but doesn't actually do anything, but with cases like these, where there's tangible proof the customer himself is stuck and left with a faulty product, even IF it were the case it's his fault or there's a third party involved you cannot exert any control over, at least extend the courtesy of being transparent so we're not left wondering if we're just being fed cookiecutter replies.
My ticket number was/is 09540817
It would be just awesome to see what was actually done on EA's end so I can start ruling stuff out instead of calling my ISP/your customer service without having to be so vague that one can point to the other and vice versa. It's kinda hard convincing your ISP to check something if all other network traffic passes through like excrement through a goose as is convincing you if all you do is stare blindly at a log and deducing off the bat based off a single line that my entire network config is wrong.
Quick update - It seems to affect Dutch people only on two coaxial ISP's.
There is a pattern here...
Good. Patterns are good. What's your ISP btw?
Ziggo. So it´s probably countryrelated.
