Over the last three weeks, we have been working with our network partners to investigate intermittent disconnections that are affecting players in specific geographical locations.
The cause of these disconnections is not localized to Tranquility but appear to be on network routes to the server.
We’d like to ask players who have been experiencing frequent disconnections over the past few weeks to email support@eveonline.com and provide the following information:
- Your geographical location (country).
- Which Internet Service Provider (ISP) you are with.
- Your IP address
- Please also provide support with a ‘Support Payload’ file. This can be generated by clicking on the cog icon (settings) at the top right of the launcher, then in the ‘Tools / Cache’ tab scroll down and check the ‘Include network diagnostics’ checkbox (see image below). Then click the ‘Generate Support Payload’ button. This will create a compressed file that you should attach to your email.
I will lock this thread to ensure that the above information is not inadvertently posted here. Please contact support@eveonline.com if you are affected.
