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Ok, I just got my email saying my AP has shipped so I go to download the files. The download speed from your site was very slow. It says it will take me 40 minutes to download files that should take less then a minute. I have cable broadband. Last time I went to download last months AP it was very slow as well. All the other downloads before that were very good.
All of a sudden your sites download speed is VERY slow. What are you going to do to fix it? Don't give me the standard "we'll its just website traffic" answer. I have always gone to download the AP I have subs for right after I got the email, same time of day. It has never been this slow.
Chief Technical Officer
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Our downloads server isn't experiencing heavy loads at all... we have plenty of processor and bandwidth available.
I have two possibilities: The first is that there's some sort of network issue between us and you. If it's directly affecting you, you'll have problems with other sites, and if it were directly affecting us, we'd be hearing more complaints. If you're not having problems with other sites, and we're not having problems with other customers, then it's probably some flaky intermediary router that neither our ISP or yours would have the ability to fix, but the problem will likely be identified and solved by people who are more directly affected. In that case, the only thing you can do is wait and try again later.
The other possibility, which I suspect is more likely, is that you're suffering from a retraining issue. To put it (kind of) simply, TCP connections are supposed to adjust their speed up and down over time to keep connection speed at any given moment as high as possible despite short-term bandwidth issues that might arise. But sometimes, connections get into a circumstance where they only ever adjust speed downwards, and never come back up. The symptom you'll see there is that your reported download speed will get slower and slower, usually bottoming out at just a few K per second. As far as I know, the only thing you can do in that circumstance is stop the download and try again.
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Well its defintly not other sites. Just this one. I am really getting sick and tired of companies trying to pass the buck and not take responsiblty for the issues they have.
Sorry to vent but I've had a very stressfull week. My old computer got stolen a few days ago and I had to shell out money for a new one.
And before you ask, the other slow download was on my other computer. So the new computer is not the issue.
Fix your bandwith issues please, stop trying to pass the buck. I expect that from WOTC, not Paizo.
I have tryed again like 5 times now. Speed stays the same.
I just downloaded my subscription PDFs at over 1.7 Mbps. I suspect it's your connection.
Your complaint intrigued me, so I just went and downloaded Cult of the Ebon Destroyers. Downloaded 8.49 MB in 29 seconds at a rate of 299 KB/sec.
The site has been somewhat slow for me today, but the download wasn't.
Well its defintly not other sites. Just this one. I am really getting sick and tired of companies trying to pass the buck and not take responsiblty for the issues they have.
Sorry to vent but I've had a very stressfull week. My old computer got stolen a few days ago and I had to shell out money for a new one.
And before you ask, the other slow download was on my other computer. So the new computer is not the issue.
Fix your bandwith issues please, stop trying to pass the buck. I expect that from WOTC, not Paizo.
I have tryed again like 5 times now. Speed stays the same.
My downloads are working just fine. I just pulled down the CRB at 1.2mbps on a horribly saturated 6mb connection (4 bonded T1's via AT&T MIS).
If this was a problem with Paizo, I'd have the issue too.
Assuming you're on a home network, reboot your cable modem/DSL modem. Allow it to link up with the ISP, then reboot your router (if you have one) and any switch between you and the router or modem.
Your attitude is AWESOME, by the way.
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Your attitude is AWESOME, by the way.
You'd have an awsome attitude if you came home from work and found your laptop, Ipod, and ereader gone and had to shell out over 2 grand to replace them, too.
Don't judge Me until you've walked in my shoes, thank you for attacking Me.
I just want my stuff to work like before and it looks like to me Paizo is passing the buck when I feel I have a real complaint and I get attacked. All my other sites, online games run fine. Its not me. Must be on Paizo's end and they refuse to look into it.
Just checked mine and was downloading at over 800kb/s
days (weeks/months) like that can be very frustrating, hang in there.
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Chief Technical Officer
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Must be on Paizo's end and they refuse to look into it.
I *have* looked into it‚ and I can tell you it's not on our end. And we've got several other users who bear out the conclusions reached by my diagnostics.
Internet connectivity is not simple or direct—there are more than a dozen machines between us and you. I control one of them. My ISP controls a couple of them. Your ISP controls more than half of them (I checked). You control one of them. And in between our ISP and your ISP are some routers that neither your ISP nor our ISP control.
If I had to guess—and frankly, all I can do is guess—based on the data I have, I'd look at Comcast's router in Middleboro, Mass as the most likely culprit, though the hops from their routers from Denver to Chicago to Boston are also dragging a bit.
CapeCodRPGer, I am sorry that your home got broken into and your stuff stolen. I too had someone break in and steal some of my stuff. All I can say is that it took me a while to get over it. Just remember that you have friends here and that you are welcome to vent at any time. Also, if you want to, feel free to join us at the FAWTY thread(s) in the Off Topic section. Good luck with things and my thoughts go out to you.
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Chief Technical Officer
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But if its a Comcast issue, should'nt all my internet be effected and not just Paizo? I just think its strange only this site is the one I have an issue with.
Thanks for looking into it.
Not necessarily—every connection you make might go through a different set of routers, though the first few points will usually be the same (especially with Comcast). There is a geographic tendency, though, so if you're having problems with us, you might have problems with other locations in the Pacific Northwest, but you might be problem-free to California or Poland.
But geographic location is only a tendency—for example, my connection from Redmond, WA to one of Amazon's servers in Seattle might go through routers in Denver and Chicago, so problems in the midwest could come into play even for what you might think would be a local trip. Similarly, you might have problems with a connection to our Redmond location, but have no problems with a connection to one of Microsoft's servers just a few miles from here.
But if its a Comcast issue, should'nt all my internet be effected and not just Paizo? I just think its strange only this site is the one I have an issue with.
Thanks for looking into it.
As Vic pointed out, "my side" and "your side" are not the only two possibilities. And it gets better: The path taken can vary from one packet to the next (which is by design, and is a good thing).
In any case, sorry about your stuff. :(
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Well I power cycled my router and modem. No change with the download speed. I do belive its on Paizos end. Every other place I go to or online game runs fine.
Sick and tired of getting the run around. If this is not fixed soon I may have to no longer support Paizo and on every RPG site I go to tell them how Paizo refused to help a paying customer, every day.
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Chief Technical Officer
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Well I power cycled my router and modem. No change with the download speed. I do belive its on Paizos end. Every other place I go to or online game runs fine.
Sick and tired of getting the run around. If this is not fixed soon I may have to no longer support Paizo and on every RPG site I go to tell them how Paizo refused to help a paying customer, every day.
I'm not refusing to help you—I've done all I can to try to help you, but the problem is not within my control. Please try contacting Comcast.
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I downloaded 4 files simultaneously last night in less than a minute.
Honestly, if these problems were on Paizo's end, everyone would be having problems downloading their files. I realize you're PO'ed because someone stole your stuff, but i think you're getting angry and taking it out on the wrong people.
-Skeld
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Well I power cycled my router and modem. No change with the download speed. I do belive its on Paizos end. Every other place I go to or online game runs fine.
Sick and tired of getting the run around. If this is not fixed soon I may have to no longer support Paizo and on every RPG site I go to tell them how Paizo refused to help a paying customer, every day.
OK, first calm down.
Then, realize how the Internet works.
There's your connection, there's Paizo's connection, and there are several servers inbetween that handle the traffic.
If one of those - that lies between Paizo and you, but not between Paizo and other places in the universe AND not between you and other websites (which are located elsewhere) - goes crazy, your route to Paizo gets clogged and you experience connection problems.
To give a real world analogue, imagine there's a road between city A and city B. Somewhere on that road, there's an accident. It causes a traffic jam. City A says their roads are OK, city B says their roads are fine, the problem lies somewhere down the road out of reach of both cities. City A is you, city B is Paizo.
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Chief Technical Officer
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I'm not refusing to help you—I've done all I can to try to help you, but the problem is not within my control. Please try contacting Comcast.
You might try this support forum for help, too. The IP address of our downloads server is 66.114.139.42.
Well I power cycled my router and modem. No change with the download speed. I do belive its on Paizos end. Every other place I go to or online game runs fine.
Sick and tired of getting the run around. If this is not fixed soon I may have to no longer support Paizo and on every RPG site I go to tell them how Paizo refused to help a paying customer, every day.
You're not listening. It isn't either as simple as being on your or Paizo's "end." There are numerous intermediate steps (computers, some general purpose some specialized (i.e. routers)) -- between you and Paizo.
I understand that you're frustrated, but lashing out isn't going to solve the problem.
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I get that you've had a crappy week, and I'm sorry about that.
But if you're convinced that your slow download speeds are the fault of Paizo, how do you explain the fact that so many of aren't having the same problem?
Sick and tired of getting the run around. If this is not fixed soon I may have to no longer support Paizo and on every RPG site I go to tell them how Paizo refused to help a paying customer, every day.
No one refused to help you. In fact someone from Paizo responded to you quickly and repeatedly. I get that you're upset, but if you go back and read your posts, I think you'll find that you're coming off just a wee bit unreasonable.
I hope your problems get sorted out.
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Well I just go off the phone with Comcast. They said its not there fault either. I love how people are stepping up and taking responsablity for issues they are having.
They had me delete my cache, history, ect.. Did not work. I told them that since its clearly not Paizo's issue, or my issue it must be the comcast network. I also told them when they found the issue to call me back and let me know its fixed.
They also told me to try connecting with my firewall down and just through the cable modem and not the router with no security software on. I don't think so.
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Chief Technical Officer
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You might try this support forum for help, too. The IP address of our downloads server is 66.114.139.42.
I'd suggest trying that forum before you consider connecting to the internet with no firewall or security software. (Actually, I'd *never* consider connecting to the internet with no firewall or security software.)
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Do you connect via a wireless router?
EDIT:
Even a phone on the same frequency had an effect on mine once. Now I just have a cell phone.
Yes, wireless. But I can plug in if I need to. I just have a cell phone too, no land line. I know that can't be it.
I am not going to even attempt to connect with no security whatsoever.
Thanks for everyones help and putting up with my ranting. I will do better. Sorry.
If you are using windows, go to the command prompt and type:
tracert 66.114.139.42
Tracing route to remote1.paizo.com [66.114.139.42]
over a maximum of 30 hops:1 3 ms 2 ms 2 ms wsip-98-189-188-171.oc.oc.cox.net [98.189.188.171]
2 9 ms 8 ms 9 ms 10.82.8.1
3 9 ms 8 ms 15 ms ip68-4-13-141.oc.oc.cox.net [68.4.13.141]
4 8 ms 10 ms 9 ms ip68-4-13-49.oc.oc.cox.net [68.4.13.49]
5 8 ms 9 ms 75 ms rsmtdsrj01-xe030.0.rd.oc.cox.net [68.4.13.93]
6 40 ms 11 ms 9 ms langbprj02-ae0.0.rd.la.cox.net [68.1.0.233]
7 12 ms 11 ms 12 ms te0-1-0-1.ccr21.lax01.atlas.cogentco.com [154.54.3.9]
8 25 ms 25 ms 26 ms te0-0-0-7.ccr21.sfo01.atlas.cogentco.com [154.54.3.194]
9 25 ms 26 ms 25 ms te0-2-0-0.mpd22.sfo01.atlas.cogentco.com [154.54.42.66]
10 43 ms 44 ms 43 ms te4-1.ccr01.oak01.atlas.cogentco.com [154.54.24.114]
11 44 ms * 44 ms te3-1.ccr01.sea01.atlas.cogentco.com [154.54.31.82]
12 44 ms 44 ms 44 ms te2-2.ccr01.sea02.atlas.cogentco.com [154.54.44.90]
13 38 ms 40 ms 39 ms 38.100.224.26
14 40 ms 39 ms 39 ms core-02-ge-1-1.sttl.isomedia.com [207.115.64.168]
15 41 ms 42 ms 44 ms gate-04-ge-1-0.rdmd.isomedia.com [216.9.5.37]
16 39 ms 40 ms 40 ms remote1.paizo.com [66.114.139.42]Trace complete.
If you start to see high numbers you will know which router is being slow. If it was really paizo's problem the numbers wouldn't jump until the last hop.
The biggest problem with support from a place like comcast is the first person you talk to on the phone doesn't know anything about network traffic. They have a script to read to you, which basically says "reset everything until it works." You have to get kicked up a few tiers of support to get to someone who is an actual engineer.
How do I open the command prompt?
If you're on vista, you should just be able to type 'cmd' into the search menu and it'll start.
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Chief Technical Officer
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Got it. it gets high in denver and very high in seattle. How do I copy/ paste the info so i can show others?
I'm not sure how you do that, as I tend to avoid Windows and especially its command line... but the link I provided before suggests another application that will run the same diagnostic that you can easily copy from, as well as a few other useful diagnostic tools... and the forum itself does have actual Comcast tech support people looking in who might actually be able to *do something* about any issues you might help identify within their network.
When I traceroute you, by the way, the long responses start in Denver and continue to your area, so I would not be at all surprised to find out that Denver is where the problem is.
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How do I copy/ paste the info so i can show others?
Right click the command prompt, select "mark" highlight what you want to copy, and hit "enter". Note that it selects rectangular blocks, no lines at a time, but seems to paste as you would want it to.
Very difficult to explain, and very weird, but it works ;)
