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[KB] Not Being Able To Connect To A Game Server

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Hi everyone,

 

I've noticed an influx of threads recently regarding not being able to connect to one of our game servers. Most of these reports come in for CS:GO Zombie Escape. I just wanted to provide some generic troubleshooting steps and possible causes to this.

 

Thread Examples

Here are some of the threads I've seen in regards to this issue so you know what I'm talking about:

 

All of these threads did indeed apply to our CS:GO Zombie Escape server.

 

Troubleshooting

Here are the main troubleshooting steps I would recommend.

 

Try Connecting Through The Console

If you haven't already, please try connecting to the server through the in-game console directly. For Source Engine games, you may open the console and type the following to connect to a server directly:

 

connect <IPv4 Address>:<port>

You'll want to replace <IPv4 Address> with the game server's IPv4 address or a host name that resolves to an IPv4 address. You'll also want to replace <port> with the server's UDP port (if the server's UDP port is 27015 and running on the Source Engine, that is normally the default port and you won't have to specify it). Here's an example for connecting to our CS:GO Zombie Escape server:

 

connect 216.52.148.47:27015

 

Reboot Your Modem/Router

If you haven't already, please try rebooting your modem/router to see if that fixes the issue.

 

Perform A Trace Route

If attempting to connect to the server through the console doesn't work and it times out, the next step is to perform a trace route to the server. Please receive the IPv4 address of the game server you are having issues connecting to (or a host name resolving to the IPv4 address) and attempt a trace route.

 

For Windows, you can type this in Command Prompt:

 

tracert <IPv4 Address>

 

In Linux, ensure you've installed a package that includes the trace route command and perform the following:

 

traceroute <IPv4 Address>

 

For example, if you want to perform a trace route on Windows to the CS:GO Zombie Escape server, you'll want to enter this in Command Prompt:

 

tracert 216.52.148.47

 

Afterwards, you may make a thread, paste the results, and tag me. Or you may send a PM to me if you don't feel comfortable sharing the results of the trace route. If the trace route times out towards the end, there is a high chance our hosting provider is blocking your IP through the firewall. In this case, I will need to confirm with our hosting provider or on our end and receive a reason for this. Most of the time, this is due to a compromised device and our hosting provider will provide the following steps for you to perform before unblocking your IP:

 

Quote

* Update the firmware on the router and/or modem
* Change the credentials to log into the router and/or modem
* If possible, disable WAN-side administration of the router and/or modem
* Scan the PC and home network for malicious software and viruses
* Update the firmware and change the passwords on other internet-connected devices -- particularly video surveillance devices

 

If the trace route completes without the final destination timing out (therefore most likely confirming our hosting provider didn't block your IP), it is something more than likely on your side. I have done some troubleshooting with a user who has experienced this issue and provided everything I've done on their computer here through a screen-share:

 

 

If you don't know how to perform these steps, I will make a guide for you if requested (it may take me some time to create the guide). I may also be able to do a screen share with you as well, but I will note I am very busy normally and it may take a lot of time to do so.

 

Tools

@alpha_steven made a really nice set of tools that performs a trace route, ping, and a couple other things to CS:GO ZE's server along with our FastDL server for troubleshooting. You may find the download below and check the logs/ folder for the results:

 

gfl_conn_test_suite.zip

 

Thank you, @alpha_steven!

 

I hope this helps and please create a thread if you're experiencing issues connecting to the server. When I have the time, I will look over it and see what I can find. Please provide the results of the above troubleshooting steps as well.

 

Thanks.

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Going to pin this to be easier to find.

Edited by Pyros
Im very very dumb

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So I was doing some testing today and I believe I have further troubleshooting steps that can be performed if you're able to perform a successful ICMP/TCP (default) trace route or successfully ping the server using the ping command (this uses ICMP), but you still can't connect to the server (this usually indicates an issue with sending UDP packets to the server). Basically, in Linux, you can perform a trace route using the UDP protocol. However, this isn't a default option on Windows. Please read below.

 

Windows

For Windows, I found a tool named UDPTrace which can be found here. It's a small tool used to send UDP trace routes.

 

When you download this tool, put the tool in a directory and launch PowerShell as Administrator. You can navigate to the directory by using the cd command. Once in the directory the tool is located in, you can use the following syntax to perform a trace route over UDP:

 

 

.\udptrace.exe <IPv4 Address>:229

 

For example, if you're performing a UDP trace route to the CS:GO ZE server, you'd use the following:

 

.\udptrace.exe 216.52.148.47:229

 

I guess technically you can use a different port, but the linked article above uses 229 as the port.

 

Linux

I understand the traceroute command's syntax can be different depending on the Linux distro you use. However, I installed the traceroute package on Ubuntu 18.10 and the below was the syntax/usage included. I'd suggest reading the command's manual if your Linux distro is different than Ubuntu or Debian. Or if you have a different package installed that includes the traceroute command.

 

With the traceroute command I was using, there were three flags you can include to change the protocol. For ICMP, you'd have to specify the -I flag. For TCP, you'd have to specify the -T flag. And finally, for UDP, you'd have to specify the -U flag. You can mess around with these flags if you want to perform different trace routes to the destination. In this example, obviously we want to use the UDP protocol. I executed the command using the following syntax:

 

traceroute -U <IPv4 Address>

 

For example, to perform a UDP trace route to the CS:GO ZE server, I performed the following command:

 

traceroute -U 216.52.148.47

 

The Results

If your ISP or router is blocking the UDP connection, I'd imagine it shouldn't be able to get out of the first few hops. I tested this by blocking UDP packets sent to the CS:GO ZE server on my EdgeRouter via a firewall rule. Here were the results I got when blocked on the router:

 

[email protected]:/home$ sudo traceroute -U 216.52.148.47
traceroute to 216.52.148.47 (216.52.148.47), 30 hops max, 60 byte packets
 1  _gateway (192.168.x.1)  0.643 ms  0.356 ms  0.283 ms
 2  * * *
 3  * * *
 4  * * *
 5  * * *
 6  * * *
 7  *

 

As you can see, it wasn't able to go to any other hops after the gateway (router). When I stopped this firewall rule, I could get to the destination without any issues and receive a reply back.

 

If it's Internap/NFO blocking the UDP connection, the destination hop won't reply back. I tested this on a server I have elsewhere. I just created a simple IPTables rule which blocks all UDP packets from my source IP. Here's the IPTables rule I entered for anyone curious:

 

iptables -A INPUT -s <My Public IPv4 Address> -p udp -j DROP

 

Here were my results while the rule was inactive:

 

[email protected]:/home$ sudo traceroute -U xxx.xxx.xxx.xxx
traceroute to xxx.xxx.xxx.xxx (xxx.xxx.xxx.xxx), 30 hops max, 60 byte packets
 1  _gateway (192.168.x.1)  0.625 ms  0.530 ms  0.464 ms
 2  * * *
 3  * * *
 4  agg20.lvoktxad01r.texas.rr.com (24.175.33.20)  17.626 ms  17.440 ms  17.395 ms
 5  agg21.snavtxuu02r.texas.rr.com (24.175.32.144)  17.748 ms  18.204 ms  18.039 ms
 6  agg23.hstqtxl301r.texas.rr.com (24.175.32.156)  33.195 ms  29.964 ms  37.082 ms
 7  bu-ether16.hstqtx0209w-bcr00.tbone.rr.com (66.109.6.108)  35.923 ms  18.809 ms  19.858 ms
 8  bu-ether12.dllstx976iw-bcr00.tbone.rr.com (66.109.6.39)  27.878 ms 107.14.19.49 (107.14.19.49)  29.754 ms  29.418 ms
 9  66.109.5.121 (66.109.5.121)  22.539 ms  31.804 ms  27.201 ms
10  66.109.9.91 (66.109.9.91)  29.191 ms  24.116 ms  25.357 ms
11  ae24.cs2.dfw2.us.zip.zayo.com (64.125.27.104)  67.209 ms  73.701 ms  69.469 ms
12  ae5.cs2.iah1.us.eth.zayo.com (64.125.28.102)  74.408 ms  74.971 ms  71.915 ms
13  ae3.cs2.dca2.us.eth.zayo.com (64.125.29.44)  71.242 ms  70.030 ms  69.845 ms
14  ae4.cs2.lga5.us.eth.zayo.com (64.125.29.30)  86.961 ms  69.774 ms  67.251 ms
15  ae14.mpr2.ewr1.us.zip.zayo.com (64.125.26.135)  67.525 ms  78.529 ms  78.383 ms
16  208.185.7.241.ipyx-138777-001-zyo.zip.zayo.com (208.185.7.241)  77.770 ms  77.990 ms  75.222 ms
17  * * *
18  * * *
19  xxx.xxx.xxx.xxx (xxx.xxx.xxx.xxx)  77.423 ms  76.986 ms  77.969 ms

 

Here were my results while the rule was active:

 

[email protected]:/home$ sudo traceroute -U xxx.xxx.xxx.xxx
traceroute to xxx.xxx.xxx.xxx (xxx.xxx.xxx.xxx), 30 hops max, 60 byte packets
 1  _gateway (192.168.11.1)  0.421 ms  0.398 ms  0.399 ms
 2  * * *
 3  * * *
 4  agg20.lvoktxad01r.texas.rr.com (24.175.33.20)  20.867 ms  21.196 ms  21.201 ms
 5  agg21.snavtxuu02r.texas.rr.com (24.175.32.144)  23.186 ms  22.876 ms  22.907 ms
 6  agg23.hstqtxl301r.texas.rr.com (24.175.32.156)  30.347 ms  36.557 ms  34.256 ms
 7  bu-ether16.hstqtx0209w-bcr00.tbone.rr.com (66.109.6.108)  29.357 ms ge-2-1-0.a0.sea90.tbone.rr.com (66.109.1.218)  28.144 ms  37.588 ms
 8  107.14.19.49 (107.14.19.49)  33.831 ms  31.682 ms  32.848 ms
 9  66.109.5.121 (66.109.5.121)  31.139 ms  28.484 ms *
10  66.109.9.91 (66.109.9.91)  23.948 ms  21.437 ms  22.136 ms
11  ae24.cs2.dfw2.us.zip.zayo.com (64.125.27.104)  100.868 ms  99.758 ms  99.806 ms
12  ae5.cs2.iah1.us.eth.zayo.com (64.125.28.102)  69.665 ms  85.555 ms  76.095 ms
13  ae3.cs2.dca2.us.eth.zayo.com (64.125.29.44)  77.736 ms  78.873 ms  79.015 ms
14  ae4.cs2.lga5.us.eth.zayo.com (64.125.29.30)  69.947 ms  68.644 ms  73.008 ms
15  ae14.mpr2.ewr1.us.zip.zayo.com (64.125.26.135)  75.114 ms  78.450 ms  67.409 ms
16  208.185.7.241.ipyx-138777-001-zyo.zip.zayo.com (208.185.7.241)  74.394 ms  80.177 ms  79.942 ms
17  * * *
18  * * *
19  * * *
20  * * *
21  * * *
22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *

 

I understand this may not pin down the problem directly and I guess technically your ISP or the destination could block your connection based off of the contents of the packet (though I doubt this would be the case). I am also not an expert with how UDP works and so on (I've been doing a lot of research recently and starting to learn how all of this works). Therefore, if you have any suggestions or feedback, please let me know!

 

These troubleshooting steps wouldn't hurt in my opinion.

 

@Luffaren Tagging for visibility.

 

Thank you.

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hello sir,

I am not able to connect to server .it says error downloading resources and i have tried many times to solve this problem but it always shows error downloading then it shows disconnecting maps not found.please help me sir i want to connect and play in this server

 

 

On 6/23/2019 at 2:56 AM, Roy said:

Hi everyone,

 

I've noticed an influx of threads recently regarding not being able to connect to one of our game servers. Most of these reports come in for CS:GO Zombie Escape. I just wanted to provide some generic troubleshooting steps and possible causes to this.

 

Thread Examples

Here are some of the threads I've seen in regards to this issue so you know what I'm talking about:

 

All of these threads did indeed apply to our CS:GO Zombie Escape server.

 

Troubleshooting

Here are the main troubleshooting steps I would recommend.

 

Try Connecting Through The Console

If you haven't already, please try connecting to the server through the in-game console directly. For Source Engine games, you may open the console and type the following to connect to a server directly:

 

connect <IPv4 Address>:<port>

You'll want to replace <IPv4 Address> with the game server's IPv4 address or a host name that resolves to an IPv4 address. You'll also want to replace <port> with the server's UDP port (if the server's UDP port is 27015 and running on the Source Engine, that is normally the default port and you won't have to specify it). Here's an example for connecting to our CS:GO Zombie Escape server:

 

connect 216.52.148.47:27015

 

Reboot Your Modem/Router

If you haven't already, please try rebooting your modem/router to see if that fixes the issue.

 

Perform A Trace Route

If attempting to connect to the server through the console doesn't work and it times out, the next step is to perform a trace route to the server. Please receive the IPv4 address of the game server you are having issues connecting to (or a host name resolving to the IPv4 address) and attempt a trace route.

 

For Windows, you can type this in Command Prompt:

 

tracert <IPv4 Address>

 

In Linux, ensure you've installed a package that includes the trace route command and perform the following:

 

traceroute <IPv4 Address>

 

For example, if you want to perform a trace route on Windows to the CS:GO Zombie Escape server, you'll want to enter this in Command Prompt:

 

tracert 216.52.148.47

 

Afterwards, you may make a thread, paste the results, and tag me. Or you may send a PM to me if you don't feel comfortable sharing the results of the trace route. If the trace route times out towards the end, there is a high chance our hosting provider is blocking your IP through the firewall. In this case, I will need to confirm with our hosting provider or on our end and receive a reason for this. Most of the time, this is due to a compromised device and our hosting provider will provide the following steps for you to perform before unblocking your IP:

 

 

If the trace route completes without the final destination timing out (therefore most likely confirming our hosting provider didn't block your IP), it is something more than likely on your side. I have done some troubleshooting with a user who has experienced this issue and provided everything I've done on their computer here through a screen-share:

 

 

If you don't know how to perform these steps, I will make a guide for you if requested (it may take me some time to create the guide). I may also be able to do a screen share with you as well, but I will note I am very busy normally and it may take a lot of time to do so.

 

Tools

@alpha_steven made a really nice set of tools that performs a trace route, ping, and a couple other things to CS:GO ZE's server along with our FastDL server for troubleshooting. You may find the download below and check the logs/ folder for the results:

 

gfl_conn_test_suite.zip 2.22 MB · 79 downloads

 

Thank you, @alpha_steven!

 

I hope this helps and please create a thread if you're experiencing issues connecting to the server. When I have the time, I will look over it and see what I can find. Please provide the results of the above troubleshooting steps as well.

 

Thanks.

 

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1 hour ago, PANTHER YT said:

hello sir,

I am not able to connect to server .it says error downloading resources and i have tried many times to solve this problem but it always shows error downloading then it shows disconnecting maps not found.please help me sir i want to connect and play in this server

Which server? With that said, can you take a screenshot of the error you're receiving and send it here? I'd like to see which map you're having issues downloading.

 

This may be a strange bug with our newer FastDL service that utilizes CloudFlare and BackBlaze. Some users have issues downloading from this service in-game.

 

Thanks.

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