Website Reliability


Website Feedback

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Scarab Sages

Issue is persisting this morning.


Phone is OK. PC is experiencing timeout after optic fusion.


Regarding the current connection problem, is anyone using a PC that is unable to connect using a Proxy Server? Various websites suggest this as a remedy.


Pathfinder Lost Omens, Rulebook, Starfinder Roleplaying Game Subscriber

Using a proxy would help if the proxy server happened to not be affected by whatever routing issue is screwing things up for people. Really, Paizo needs to fix stuff, either themselves (if they do enough of their own network stuff to be in control of such things), or by getting ahold of someone at their ISP who can get whatever is going on upstream from them fixed.


My own "tracert" experiment stops at opticfusion, so that would be the place to start.

Liberty's Edge

Pathfinder Roleplaying Game Superscriber; Pathfinder Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber

I wasn't able to check it during the outage last night and earlier this morning, but several times during the outages last week I was able to access the site (PbP campaigns and forums, in particular) on wifi through a VPN and on my phone.


Pathfinder Lost Omens, Rulebook, Starfinder Roleplaying Game Subscriber

For what it's worth, since I'm now on a computer where paizo.com actually works, here's the traceroute from this morning:

C:\Users\Garrett Rooney>tracert.exe paizo.com

Tracing route to paizo.com [70.35.123.53]
over a maximum of 30 hops:

1 2 ms 2 ms 1 ms testwifi.here [192.168.86.1]
2 2 ms 1 ms 1 ms 192.168.1.1
3 10 ms 7 ms 8 ms lo0-100.BSTNMA-VFTTP-362.verizon-gni.net [72.70.61.1]
4 15 ms 8 ms 13 ms B3362.BSTNMA-LCR-22.verizon-gni.net [100.41.5.166]
5 * * * Request timed out.
6 * * * Request timed out.
7 17 ms 17 ms 21 ms 0.ae5.BR1.NYC1.ALTER.NET [140.222.228.107]
8 15 ms 16 ms 16 ms jfk-brdr-04.inet.qwest.net [63.235.40.53]
9 86 ms 86 ms 87 ms sea-edge-13.inet.qwest.net [67.14.41.70]
10 88 ms 88 ms 87 ms 65.116.154.6
11 85 ms 88 ms 87 ms t1-2.cr01.sea.opticfusion.net [207.115.66.226]
12 86 ms 89 ms 87 ms te1-1.cr01.tac.opticfusion.net [209.147.112.81]
13 235 ms 204 ms 201 ms gi6-1.dr03.tac.opticfusion.net [209.147.112.18]
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.


So, opticfusion appears to be the host server for the Paizo website.

Scarab Sages

I am currently connecting via my PC at work. I have no idea what sort of server work uses to connect, but I'm assuming its pretty standard T1 internet connection.

Scarab Sages

Couldn't connect the last ten hours at work. Works on my cell now on the way home. Connecting from Europe, if that helps at all.

Grand Lodge Director of Technology

1 person marked this as a favorite.

Everyone,
Apologize for the troubles you're having. Looking into them now... Please check back and see if the site is having anymore difficulties...

Thanks
Dean


1 person marked this as a favorite.

I realize how hard this stuff is but I have to say that this is a terrible way of getting new people into the game and paizo in general.

There are so many amazing things happening with StarFinder and the kickstarter for the new computer role playing game and I hate to think of how many people's first impression of paizo is a incredibly unreliable website that they cannot even access.


1 person marked this as a favorite.

I haven't been able to connect for last many hours from computer or phone.


I checked in on this section of the forum to see what's going on. The first page of this thread loaded perfectly and fast. The second page (this one) took 8 attempts over 10 minutes.


Azih wrote:

I realize how hard this stuff is but I have to say that this is a terrible way of getting new people into the game and paizo in general.

There are so many amazing things happening with StarFinder and the kickstarter for the new computer role playing game and I hate to think of how many people's first impression of paizo is a incredibly unreliable website that they cannot even access.

To be fair the website usually works fine; Pathfinder is fun enough that I'm sure people will enjoy themselves regardless


The site just dropped on me for about 10 minutes and then came back (sometime around 12:30 MST). Again. I'm constantly running into connection errors, timeouts and extreme slowness.

I'm on a corporate ISP with excellent (and redundant) internet connectivity.

The Paizo website continues to be slow, non-responsive and flaky. Timeouts and actual "website is down" type issues continue to crop up.

@Azih hits the nail square on the head - this is NOT good for your fans and customers. **Personally, I now spend more time on alternate Pathfinder boards than YOURS.** The amount of frustration at the poor website performance is seriously impacting my attitude towards Paizo, and not for the good. Visits are now more an exercise in futility than an enjoyable roaming about different message threads.

When a long time customer goes from "looking forward to visiting the Boards" to "screw it, I'm going to another website instead" YOU HAVE A PROBLEM.

I'm not at the end of my rope, not yet. But I'm close enough now to rant about it. I'm disappointed and I'm getting angry that a website I used to enjoy visiting is such a terrible surfing experience.

Silver Crusade

Couldn't log on at all today until just now. As with the problems last week, I could see the list of threads, and see how many new messages there were, but clicking on any of them just timed out. And this site agreed that paizo.com was down at the time.


Adventure Path Charter Subscriber; Pathfinder Starfinder Adventure Path Subscriber

For me, the website was down for over eighteen hours (from around 5 PM PDT yesterday to almost noon today). I was trying it from my home and office computers during that time, and neither could connect.

It seems to be fine now, though.

Scarab Sages

2 people marked this as a favorite.
Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber

Hey people. Lets give Paizo Techs a break. I'm sure they know when the site isn't working, they don't need us telling them after the fact.
They are working to make our experience better, but it takes time and even when things look perfect sometimes they are not.
Keep up the good work Techs. I look forward to all the cool future stuff.

Scarab Sages

5 people marked this as a favorite.

Charles, this is feedback so they know what we are experiencing. I think its valuable information. If they don't want or need it, then they can tell us that.

But walking in here and saying, "Stop telling them things," is not helpful.

Liberty's Edge

On Firefox, Windows 7, Paizo seems to have been down both yesterday and the previous Sunday for a long period of time. I've noticed slowness throughout the weeks since Paizocon, but Sunday seems worst.


3 people marked this as a favorite.
Pathfinder Adventure Subscriber

I agree about the feedback. I've been on these boards a long time, as well as many other discussion boards for games, sports, bands etc, and I must say that these boards are down and inconsistently performing far more than any other boards I'm on. Not trying to throw anyone under the bus, but these are facts. If the problem is the service provider... find a new one. If it's in IT... farm it out of find someone who can fix it.

Scarab Sages

Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories Subscriber; Pathfinder Roleplaying Game Superscriber
Tallow wrote:

Charles, this is feedback so they know what we are experiencing. I think its valuable information. If they don't want or need it, then they can tell us that.

But walking in here and saying, "Stop telling them things," is not helpful.

I was talking to the people who keep saying "I could not get on for x hours today". If they have something helpful to say, they can do that.


Charles Scholz wrote:
Tallow wrote:

Charles, this is feedback so they know what we are experiencing. I think its valuable information. If they don't want or need it, then they can tell us that.

But walking in here and saying, "Stop telling them things," is not helpful.

I was talking to the people who keep saying "I could not get on for x hours today". If they have something helpful to say, they can do that.

I believe in here they asked us to state if we had problems again with it, maybe that was in the other thread about this.

Obviously the ones sharing such info feel it's helpful, thus they are sharing it.
If they don't want or needs us saying that we've had downtime then they can do so. Otherwise, sharing that it was down for them while it's still been up for other is something some might feel valuable to share.


Charles Scholz wrote:
Tallow wrote:

Charles, this is feedback so they know what we are experiencing. I think its valuable information. If they don't want or need it, then they can tell us that.

But walking in here and saying, "Stop telling them things," is not helpful.

I was talking to the people who keep saying "I could not get on for x hours today". If they have something helpful to say, they can do that.

Pot, meet Kettle.

- - - - -

I couldn't access the site for close to 18 hours.


Pathfinder Lost Omens, Rulebook, Starfinder Roleplaying Game Subscriber
Guy St-Amant wrote:
Charles Scholz wrote:
Tallow wrote:

Charles, this is feedback so they know what we are experiencing. I think its valuable information. If they don't want or need it, then they can tell us that.

But walking in here and saying, "Stop telling them things," is not helpful.

I was talking to the people who keep saying "I could not get on for x hours today". If they have something helpful to say, they can do that.

Pot, meet Kettle.

- - - - -

I couldn't access the site for close to 18 hours.

I just got home, and as far as I can tell everything is just as broken as it was this morning. Traceroute dies at the same opticfusion server. Ping fails completely. This does not feel like a web server problem to me, it feels like "your ISP can't get its network to function".


Adventure Path Charter Subscriber; Pathfinder Starfinder Adventure Path Subscriber

Down for the last two hours or so, but seems to be back up now.


Is it useful to hear geographic information?

If so: the Paizo site was inaccessible over Sunday (Seattle time) for me in Australia both via phone and computer. If not, just ignore that. :)


British Columbia here. Site works perfectly on mobile data, can't connect on either my home or work internet connections. Been like this since yesterday afternoon. Hopefully it's a useful clue at least.


rooneg wrote:
Guy St-Amant wrote:
Charles Scholz wrote:
Tallow wrote:

Charles, this is feedback so they know what we are experiencing. I think its valuable information. If they don't want or need it, then they can tell us that.

But walking in here and saying, "Stop telling them things," is not helpful.

I was talking to the people who keep saying "I could not get on for x hours today". If they have something helpful to say, they can do that.

Pot, meet Kettle.

- - - - -

I couldn't access the site for close to 18 hours.

I just got home, and as far as I can tell everything is just as broken as it was this morning. Traceroute dies at the same opticfusion server. Ping fails completely. This does not feel like a web server problem to me, it feels like "your ISP can't get its network to function".

I have run Traceroute when the site was up and it always ends at opticfusion. That is either the host, or the rest of the route is set to not reply.


Pathfinder Lost Omens, Rulebook, Starfinder Roleplaying Game Subscriber
Hawkmoon269 wrote:
I have run Traceroute when the site was up and it always ends at opticfusion. That is either the host, or the rest of the route is set to not reply.

If that is actually the server it must be extra special screwed up, especially if it's broken in such a weird way (i.e. working reliably from some devices while simultaneously broken for others that are on the same network).

Liberty's Edge

Pathfinder Adventure Path, Rulebook, Starfinder Roleplaying Game Subscriber

Connecting by phone now; a few minutes ago I was unable to access the site from my home network. The PRD was also unreachable. AT&T UVerse ISP, greater Chicago area.


Okay, so now we know that tracert stops at opticfusion.net on machines that can reach the Paizo website. I wonder if tracert goes that far on machines that cannot connect.


It does. I have run it when I could and could not reach the site, with the same results.


So, now we have data that indicates that opticfusion reacts differently to data packets from different sources. Despite the fact that there shouldn't be any differences. And so, Why?

Sovereign Court

Pathfinder Starfinder Society Subscriber

From what I can tell, packets can reach Paizo's servers, but responses don't get sent correctly. Pathping shows 100% failure at the qwest/Seattle node before optifusion.


Fromper wrote:
Couldn't log on at all today until just now. As with the problems last week, I could see the list of threads, and see how many new messages there were, but clicking on any of them just timed out. And this site agreed that paizo.com was down at the time.

The site you linked says that paizo.com is down right now, even though I am posting on it. That said, I couldn't get on last night (and my phone was down with confusion about how much battery charge it had, so I couldn't test that).

* * * * * * * *

Separately from this, when I do go to paizo.com on my phone, loading of the home page initially seems to work, but then the page goes blank at the point when the right sidebar would try to load, and the only solution on both Google Chrome and Samsung Internet seems to be to try reloading the page until it finally works. This has been going on for a LONG time. I don't get this exact problem on a PC or Mac, but maybe related is that sometimes the home page just hangs without displaying anything at all; however, it is much less common.


I have had plenty of trouble accessing the site via my laptop and home WiFi.

But I have thankfully had zero issue reaching the site using my cellphone and the Google Fi Network.

Scarab Sages

Another data point, if it's helpful. Like a lot of others, site works fine from cell phone, but will not load on anything else. Trace route terminates at opticfusion.net server as others have noted.


Alright now I can't connect from my phone but can from my work computer.


Yesterday, I was able to connect to the site from all computers, but on two of the four I tried, I could not open any threads on the messageboards. Clicking any thread would just hang for a while until the connection timed out. If it happens again today I'll try to traceroute it for you.

Scarab Sages

Traceren van de route naar paizo.com [70.35.123.53]
via maximaal 30 hops:

1 <1 ms <1 ms <1 ms fritz.box [192.168.178.1]
2 7 ms 7 ms 4 ms lo0.dr11.d12.xs4all.net [194.109.5.175]
3 4 ms 4 ms 4 ms 0.ae21.xr3.3d12.xs4all.net [194.109.7.173]
4 4 ms 4 ms 4 ms 0.ae4.xr1.sara.xs4all.net [194.109.5.6]
5 5 ms 5 ms 4 ms er1.ams1.nl.above.net [80.249.208.122]
6 6 ms 5 ms 5 ms ae14.cr1.ams10.nl.zip.zayo.com [64.125.21.77]
7 132 ms 132 ms 132 ms ae27.cs1.ams10.nl.eth.zayo.com [64.125.27.0]
8 132 ms 132 ms 132 ms ae6.cs1.lhr11.uk.eth.zayo.com [64.125.29.77]
9 132 ms * 132 ms ae5.cs1.lga5.us.eth.zayo.com [64.125.29.126]
10 132 ms 151 ms 132 ms ae3.cs1.ord2.us.eth.zayo.com [64.125.29.209]
11 132 ms 132 ms 132 ms ae2.cs1.sea1.us.eth.zayo.com [64.125.29.26]
12 132 ms 132 ms 132 ms ae27.mpr1.sea1.us.zip.zayo.com [64.125.29.1]
13 133 ms 133 ms 133 ms cr2-sea-b-be200.bb.spectrumnet.us [208.185.155.6
2]
14 133 ms 133 ms 133 ms agg2-sea-a-t4-4.bb.spectrumnet.us [174.127.140.1
26]
15 133 ms 133 ms 133 ms isomedia-SEA-10000M.demarc.spectrumnet.us [216.2
43.31.250]
16 134 ms 135 ms 135 ms sea20-core2.isomedia.com [66.114.134.141]
17 133 ms 133 ms 133 ms t1-2.cr01.sea.opticfusion.net [207.115.66.226]
18 136 ms 136 ms 135 ms te1-1.cr01.tac.opticfusion.net [209.147.112.81]

19 134 ms 134 ms 134 ms gi6-1.dr03.tac.opticfusion.net [209.147.112.18]

20 * * * Time-out bij opdracht.
21 * * * Time-out bij opdracht.
22 * * * Time-out bij opdracht.
23 * * * Time-out bij opdracht.
24 * * * Time-out bij opdracht.
25 * * * Time-out bij opdracht.
26 * * * Time-out bij opdracht.
27 * * * Time-out bij opdracht.
28 * * * Time-out bij opdracht.

Just now I could not access the site and tracert bugged out at the same opticfusion server.

But now that I CAN connect, tracert stops at the same opticfusion server. Super werid.

Grand Lodge

Pathfinder Starfinder Adventure Path, Starfinder Society Subscriber

Phone can reach messageboards without issues.
Computer can only reach https parts of the site.

Edit: site works perfect on tablet if I turn off request desktop site in chrome.

Scarab Sages

currently I can reach via phone and PC at work.

My friend cannot connect by any means (mobile data, pc, anything).

I use T-Mobile and have been able to connect via 4G when WIFI or my PC is not working.

My friend uses AT&T, and cannot connect.

Another friend cannot connect via Verizon.


If I were paranoid, I'd blame this on "Net Neutrality"

Liberty's Edge

Pathfinder Adventure Path, Rulebook, Starfinder Roleplaying Game Subscriber
Woran wrote:

Traceren van de route naar paizo.com [70.35.123.53]

via maximaal 30 hops:

1 <1 ms <1 ms <1 ms fritz.box [192.168.178.1]
2 7 ms 7 ms 4 ms lo0.dr11.d12.xs4all.net [194.109.5.175]
3 4 ms 4 ms 4 ms 0.ae21.xr3.3d12.xs4all.net [194.109.7.173]
4 4 ms 4 ms 4 ms 0.ae4.xr1.sara.xs4all.net [194.109.5.6]
5 5 ms 5 ms 4 ms er1.ams1.nl.above.net [80.249.208.122]
6 6 ms 5 ms 5 ms ae14.cr1.ams10.nl.zip.zayo.com [64.125.21.77]
7 132 ms 132 ms 132 ms ae27.cs1.ams10.nl.eth.zayo.com [64.125.27.0]
8 132 ms 132 ms 132 ms ae6.cs1.lhr11.uk.eth.zayo.com [64.125.29.77]
9 132 ms * 132 ms ae5.cs1.lga5.us.eth.zayo.com [64.125.29.126]
10 132 ms 151 ms 132 ms ae3.cs1.ord2.us.eth.zayo.com [64.125.29.209]
11 132 ms 132 ms 132 ms ae2.cs1.sea1.us.eth.zayo.com [64.125.29.26]
12 132 ms 132 ms 132 ms ae27.mpr1.sea1.us.zip.zayo.com [64.125.29.1]
13 133 ms 133 ms 133 ms cr2-sea-b-be200.bb.spectrumnet.us [208.185.155.6
2]
14 133 ms 133 ms 133 ms agg2-sea-a-t4-4.bb.spectrumnet.us [174.127.140.1
26]
15 133 ms 133 ms 133 ms isomedia-SEA-10000M.demarc.spectrumnet.us [216.2
43.31.250]
16 134 ms 135 ms 135 ms sea20-core2.isomedia.com [66.114.134.141]
17 133 ms 133 ms 133 ms t1-2.cr01.sea.opticfusion.net [207.115.66.226]
18 136 ms 136 ms 135 ms te1-1.cr01.tac.opticfusion.net [209.147.112.81]

19 134 ms 134 ms 134 ms gi6-1.dr03.tac.opticfusion.net [209.147.112.18]

20 * * * Time-out bij opdracht.
21 * * * Time-out bij opdracht.
22 * * * Time-out bij opdracht.
23 * * * Time-out bij opdracht.
24 * * * Time-out bij opdracht.
25 * * * Time-out bij opdracht.
26 * * * Time-out bij opdracht.
27 * * * Time-out bij opdracht.
28 * * *...

As of twenty minutes ago, tracert looked like that for me as well...at least the part starting at [216.2 43.31.250] or so. The PRD was also not connecting. Now it's working again. Could connect via phone, though--Sprint network.


Woran wrote:

Traceren van de route naar paizo.com [70.35.123.53]

via maximaal 30 hops:

19 134 ms 134 ms 134 ms gi6-1.dr03.tac.opticfusion.net [209.147.112.18]

20 * * * Time-out bij opdracht.

I see that too. When it's working and when it's not. Both for paizo.com and for secure.paizo.com (which always works).

This may be a red herring.

Grand Lodge Director of Technology

8 people marked this as a favorite.

Everyone,
I very much appreciate your feedback and willingness to help isolate the problem. With that said, we do know where the problem is and the probable reason it's occurring. Tracerts end where they end for a reason... I can’t put an exact timeframe on when this will be resolved but we are putting all efforts into getting past this as soon as possible.

We at Paizo apologize for the inconvenience and appreciate your patience during this time.

Dean

Silver Crusade

1 person marked this as a favorite.
Fromper wrote:

Couldn't log on at all today until just now. As with the problems last week, I could see the list of threads, and see how many new messages there were, but clicking on any of them just timed out. And this site agreed that paizo.com was down at the time.

Same thing this morning. Just got on for the first time since I posted that yesterday.

Edit: And apparently, I got ninja'd by the one guy with the authority to tell me he didn't need to know this. :)

Grand Lodge

3 people marked this as a favorite.
Pathfinder Adventure Path, Starfinder Adventure Path Subscriber
Dean Ludwig wrote:

Everyone,

I very much appreciate your feedback and willingness to help isolate the problem. With that said, we do know where the problem is and the probable reason it's occurring. Tracerts end where they end for a reason... I can’t put an exact timeframe on when this will be resolved but we are putting all efforts into getting past this as soon as possible.

We at Paizo apologize for the inconvenience and appreciate your patience during this time.

Dean

Dean, we appreciate everything you're doing.

I have to admit that this period has made Overseeing a multitable PbP special more interesting than I'd hoped for! The monster that is forum connectivity has been the worst monster any of my tables of Cosmic Captive have faced so far.

Here's hoping that you get this all solved, soon. As it is, we've had GMs setting up emergency google hangouts so that their tables can still communicate during forum blackouts.

Interesting times.

Hmm

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