News

Response to Congestion (as of Dec. 11)

Hello, this is Naoki Yoshida, Producer and Director of FINAL FANTASY XIV. 

We apologize for the huge inconvenience caused to players by the extremely high levels of congestion in each World since Early Access and the official launch of Endwalker.
We are currently working to address various issues while maintaining our strengthened 24-hour support systems, but for now I'd like to provide an update about the current situation.

■ Current Congestion Situation

It has been eight days since the start of Early Access, but we are still experiencing congestion and apologize for the inconvenience associated with this. Likewise, we continue to see large numbers of players accessing the game over the weekend, although the peak numbers are slightly lower than last weekend and players logging in are gradually dispersing into the other time slots. In addition, the queue lengths and wait times are conversely tending to increase because of the progress made in our resolutions for each error and our raising of the login queue cap. We will continue our efforts to expedite the processing of logins and the stabilization of queues, and we appreciate your understanding and cooperation on this matter.

■ Error 2002 Related to Login Queues

As we mentioned in our previous announcement (https://sqex.to/eUgyp), there are two causes of Error 2002.

Occurrence of Error 2002 When the No. of Players Waiting in the Queue per Logical Data Centre Exceeds 17,000

This processing is carried out to prevent the login server from going down if the queue becomes too long. The error occurs when the queue has reached the maximum number of people and a player attempts to newly join it. After opening the launcher, entering one’s ID, password, and one-time password, and then proceeding to the character selection screen, an error message is displayed when attempting to log in. When that happens, it may look like as if a problem has occurred because the client shuts down completely. In reality, however, access is not possible due to the cap on the number of players that can join the queue. We are very sorry but, in this case, we would appreciate that you give it some time and try again later.

Please note that we were able to successfully raise this cap on the queues as a result of deploying our backup development machines to the lobby servers on December 7. This means that the error is less likely to occur even within peak hours, with the exception of those times when access is at its highest. On the other hand, this has resulted in longer queues due to the increase in the number of players who can wait for access. Your understanding on this point would be much appreciated.

Error 2002 Occurrence From Issues With the Player's Internet Connection

Currently, most of the reports we have been receiving about Error 2002 are to do with this issue. The reason for this is that, as a result of longer queues and more time spent in the queue, there is an increased likelihood of issues occurring in relation to the player’s internet connection. In most cases, this is considered to be caused by packet loss on the internet route or instability from the Wi-Fi connection in the player's internet environment.

Even if you are temporarily disconnected due to Error 2002 at times of such instability, the lobby server will continue to wait for a few tens of seconds to a minute for your connection to be restored. If you are able to get back online and reconnect to the lobby server quickly, you will be able to queue up again from the middle of the queue. After a certain amount of time, the connection will be completely lost, and you will have to join the end of the queue.

Currently, this occurrence of Error 2002 seems to be causing the biggest troubles for our players, so if it's possible for you to use a hard-wired internet connection, please consider switching to it instead of using Wi-Fi. If you are playing on the PlayStation®4 or PlayStation®5 version, please also check your settings related to power saving.

I would like to express my deepest apologies for having to ask this of you but unfortunately this is a result of the increased access to our service. It would be greatly appreciated that you consider and check about these possibilities, so that you can avoid connection instability as much as possible and benefit from a stable playing experience.

■ Error 4004 and Outages of Worlds/Multiple Zones (Error 3001 Cause #1)

We were able to identify the causes of Error 4004 that occurs when the player times out in the queue or just before login, and Error 3001, which was the cause of outages across a handful of Worlds and multiple zones. The fixes were made and applied during the emergency maintenance across all Worlds on December 8 and the emergency login server maintenance on December 10. We have been continuing to monitor the situation and can confirm that these issues have not recurred as of today. Our ongoing monitoring activities will be maintained, and we will continue operations while confirming stability in our service.

* To read more about the causes of Error 3001, please refer to our previous announcement (https://sqex.to/eUgyp).

■ Error 3001 Cause #2

With regards to the case of the Tonberry World, which we reported as Cause #2 of Error 3001, we were able to maximize the number of connections available, resulting in a reduction to the frequency of this error's occurrence. However, please keep in mind that the World continues to be pushed to its limits and, depending on peak hours, Error 3001 may occur temporarily. Any further increase in the number of connections will likely cause the World to go down, and therefore we will carefully assess the situation as we go about implementing our measures. In addition to the Tonberry World, other Worlds with high player counts in North America and Europe may also experience similar issues during peak hours. To this end we will thoroughly assess the possibility of increasing the number of connections while monitoring the stress placed on the servers, then implement our measures accordingly.

■ Reported Occurrences of Error 90002/90006 During Cutscenes

We have received several reports of these, which are general network connection errors caused by a disconnection in the internet line. We are currently investigating to see if we missed any factors other than unstable connections on the player's side, but there is not much information and we haven't found any problems so far. We will continue our investigation with utmost care and would appreciate it that players also check the stability of their internet lines.

Please rest assured that our Development/Operations teams will put everything into easing congestion and ensuring stable operations. Due to the shortage of semiconductors generated by the impact of the COVID-19 pandemic, we unfortunately cannot expect to add new Worlds immediately, but we will continue to take the best measures we can.

We are steadily making progress toward adding logical data centers for all regions and the addition of multiple new Worlds, with the cooperation of our vendors in each country. As soon as we are able to, we will let you know about these developments as well. I appreciate your continued understanding and support regarding this topic.


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