Support from Amazon?

Game Support English Support
41

@DevonK,

Thank you for the follow up. I’m not sure if this matters now, but I was able to do additional testing.

Using the same laptop, I continue to receive the 10010 error when connect to my local Internet Service Provider and I am able to log in when I connect to my cell phone’s mobile hotspot.

Last night, my neighbor who has a different service provider than I do, allowed me to test the same laptop and configuration on their WiFi. I was able to log into the game without any issues.

This proves that the issue isn’t with my laptop at least nor the client running on my laptop. The issue most likely isn’t with the game servers either, because we never reach them.

The issue is with the Authentication servers. My ISP is reaching the authentication server, but the authentication is failing and returning the 10010 error “Server Authentication Failed.”

Considering that my Internet Service Provider never changed anything between last Friday when I last played via home internet and when Amazon initiated the VPN Block, I’m sorry but the only logical conclusion is that the issue is with your authentication servers and related to the black listing of VPN providers.

My thought is that my Internet Service Provider, Biznet, or their IP scope, has been added to the VPN blacklist on Amazon’s Authentication servers. This is the only logical explanation as to why when my connection tries to authenticate, Amazon’s authentication servers reject the handshake, causing the 10010 error to appear.

I’m not sure if you can relay this information one more time to the team, but given that my computer and game client connect to the game on a separate local Internet Service Provider, I’m not sure I believe that this issue is something under our control.

I also work in the IT field and when changes are made to the network environment that affect connectivity, to troubleshoot the issue I start by reviewing the most recent known changes that were made. In this case, the VPN block. My guess is that the IP scopes that Biznet, my local internet service provider, uses is in that list. My current IP is in the following scope: 118.99.113.0/24 or you can forward on the information from here 118.99.113.1 IP Address Details - IPinfo.io

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42

Hey !

@unshkbl it is weird you did nothing, got the result and when downtime came you could log in, no answer for that.

Sure @W0NK042, thanks for the rationality, will report as soon as I get the answer.

@Rhel that’s a legit test and logical assumption. Will gladly provide this info on the ticket. Thanks for that.

That makes sense.

Will report back with update.

Cheers everyone!

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43

I have 740h played until friday I played perfectly, I think it was your vpn blocking that led to this not me, I never used vpn by the way
regio: eu central
server: kadan
main character: zenpoi

44

Thanks, I hope this can help some how. I’m speculating a lot, as I know I don’t understand Amazon’s system but the simplest way to block VPN’s is by adding their IP addresses to a blacklist.

Considering when I was affected correlates with the VPN Block, it only makes sense that these issues would be caused by the block.

I suspect SmileGate maintained a blacklist of VPNs and shared that with Amazon for this purpose? Its possible that SmileGate also blacklisted legitimate Internet Service Providers, either for unknown/known reasons, that are not beneficial to the AGS version of Lost Ark.

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45

Hey @Rhel,

Hope that as well. Maybe, but guess you could call it an educated guess. Plus this seems to be affecting a lot of you so I still believe the more info we got the better.
On that you go beyond me, not my tech area but will gladly pass this info to devs, may offer insight.

Thanks a lot mate, appreciate you and your effort.

Cheers!

2 Likes
46

@DevonK

Similar to others - I’ve played game since day 1 (early-access), never used VPN, never had any game issues till ‘VPN ban patch’.

Cannot connect due to authentication error 10010… Tried all the proposed solutions with “connection configs”, nothing helps (as @d1ab0lyc said in his post). When I use my mobile hotspot I can connect to the game, when I’m using my wired connection - error 10010.

Location: Poland, Kraków
Region: Eu Central
Server: Neria
Main Character: Mordika

To sum up: You’ve introduced solution to block VPN-users (bots), something got messed up in the process, and now legit players are thinking and trying to USE VPN’s to be able to play the game…

  • bots still in-game
  • legit players blocked from game
  • legit players research info about VPN and try to use it, because sometimes it helps to actually log in…
  • you blocked something, and now we’re forced to use the thing you’ve blocked

umm what? where is the logic behind it?

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47

What may not be helping a lot of people in the UK is the “Openreach” project, wherin lesser established ISP’s can hire the fibre-line to a house from BT, to provide their service. This of course means that you have different named services running through single BT servers, possibly making them look like a VPN farm.

48

So basically I wont be able to play ever again? It is definitely on your end and not mine. Since this never happened before the vpn ban. I dont have a vpn, my isp doesnt have a vpn, ip tied to my apartment. There is nothing on my end.

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49

@DevonK So …basically what you’re saying is - "Sorry can’t help, sucks to be you " :slight_smile:
Tried all those solutions - you mentioned loooong ago, and still getting the error…
Guess I’ll have to find out how the bots are logging in en masse and “Fix” amazon`s moronic mistake myself …until my bank processes the reclamation request on every single transaction I have done for Bot Ark that is … :sweat_smile:

50

Hey folks,

Sorry if my words felt like we were closing this and letting you go like that. @Kentrill

What we meant is our investigation didn’t show an immediate course of action we could follow in order to fix this.
On the contrary it seems like some ISPs have this issue while others don’t.
We are not sure what causes this, and like I said, will report the info given by you.
We don’t think you’ll never be able to play again @silent16. We actually hope new info allows a fix.
Sorry it seems like our actions lead to that @dnaxcore. Don’t mean to affect players.

Cheers!

51

You do understand that we play other online games and use other online services no problem, right? As other people here mentioned it, everything was wokring ok before the update from 28/04 was deployed and only once the VPN blockers were turned on we started getting error 10010. I am very interested in seeing what those local network settings recommendations end up being, but I find if very unconincing that this is the case.

Also, even if a setting applied to my local network solves it, that is not ok - Imagine that Netflix, for example, tells you in an official capacity that you have to suck it up and reconfigure your local network to fit some awful new policy they have… Or they try to ban VPN endpoints because people are watching regionlocked content and you get the short end of the stick even though you’re doing anything wrong… doesn’t sound like that’s ok for you, no?

Secondly, @W0NK042 and a few others said it already - I urge the team to reconsider the VPN blocking as solution to botting. We all acknowledge that botting is bad and something needs to be done about it, however I think that there is a consensus, at least online, that the VPN blocking isn’t solving anything. If AGS has any data to disprove this we might all be convinced, but I highly doubt that as well. There is no way AGS is able to track VPN usage whatsoever… thats the entire point of using a VPN :slight_smile:

Which leads me to my last point, a few sentences on VPN blocking in general - This is not how the internet works at all and imho AGS is just loosing credibility, the longer this “solution” stays active. You cannot just block VPN endpoints left and right - Every computer or VM out there has the potential to become a tunnel and every hosing or cloud provider offers a service when people can just spin up VMs for VPN tunnels. If such an Orwellian solution was feasible today, no doubt all the big corps, social media and especially FAANG would’ve completely banned VPN already “to protect their interest and for your own benefit”, and honestly - thank god that this isn’t the case!

3 Likes
52

it seems like some ISPs have this issue while others don’t.

With all due respect non of the ISPs have issues, just admit you screwed up with VPN ban and now you make it look like it’s our problem, we tried every single solution and nothing helped.

Oh and by the way the most ridiculous part: to bypass VPN block yo have to use use VPN.

1 Like
53

Hey @DevonK,

Also, not sure if important, but I tried to connect after the update today and I get two error messages now, not sure if super helpful, but it might help someone out there troubleshoot:

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Am I also banned now? O_o

54

Looks like its similar to this Error 10010 and Autobans
hopefully you submit an appeal

55

Hey!

We do understand you play other games. Not saying it is definitely not our fault, just our investigation didn’t provide evidence is on our end.

Will gladly pass this info. Here to help.

That does seem ironic. Does it work though? I don’t encourage it, but if it looks… but it works… it ain’t…

@d1ab0lyc what? what happened?

56

thank you for assisting the folks haveing the issues they are having.

this is the kind of communication that we would all like to happen more often.
i believe this is the most ive ever seen a mod talk in a thread

thank you again

1 Like
57

Before the update today, when I try to enter the game I was seeing this error message:

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After the update I see the below now, that has two messages, one of which implies that I am breaching of the code of conduct with an “appeal” button.
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Do I appeal this or what? X_x

Additionally, on this topic:

I have also reported the same thing a several replies ago in this topic - you CAN go around error 10010 by using VPN. Support from Amazon? - #17 by d1ab0lyc

58

Thanks for the communication.
For some more info, my apartment complex is using a shared internet, but aparently each apartment has an IP tied to it. But since the whole apartment complex is sharing the internet it could look similar to vpn or something.

My apartment complex uses Roeing IT Solutions.

Maybe have the team look them up and see than its not a vpn or the like on my end and theres nothing i can do to change anything to play,

59

Hi
@d1ab0lyc

I have the same issue.
Got another error yesterday.
After trying all steps and reinstalling the game, I got the same screen as you - 10010error and banned message. Instantly wrote an appeal ticket, asking what happened, what is the reason, and so on. Got an „standart“ mail with no information back - just with that genius last sentence: perma Bann won’t be revoked - top, a few bucks and a few 100h of gameplay are wasted and we don’t even get told why :clap::ok_hand:

Even opened a thread here (Server Connection Error W0x5-0PELPWP1N2NT - #3 by Phreakey) but guess what, CM‘s don’t even mind writing a sentence to that :+1:

So in fact: The Appeal guys don’t even really check out what you wrote or check if the ban is ok or tell you what they think you did wrong and the CM‘s can‘t do anything @this Bans.
So In my opinion AGS gives a shit about their customers!

I personally don’t think we will get our accounts back… Sad was a nice game, but I won’t start all over again - no way

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60

Either way, I hope you’ll submit an appeal. Like from here, the mod team has to rely on there being a pattern on the appeals for them to raise it as an issue to investigate.

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