Concerning Issue : "Cannot connect to online server - only offline features are supported"

[DireDave [Triumph]]

Hey everyone,

This post was initially made on the PDX forums: https://forum.paradoxplaza.com/forum/index.php?threads/concering-issue-cannot-connect-to-online-server-only-offline-features-are-supported.1356847/ but I think it will receive a bigger audience here.

An issue that has come up recently for some players concerning connecting to Multiplayer. After being able to connect to Multiplayer before; it appears it no longer works and gives the error: "Cannot connect to online server - only offline features are supported" when trying to connect to the servers. We have received a series of reports of this issue and are aware of it.

We have been looking into this issue and have yet to find the cause for it. Locally we have been unable to reproduce the issue. We added some additional debug logging to the last release, but sadly it still does not provided enough information for us to solve the issue.

Thanks to everyone who has been sending their logs and providing information so far as it has given us valuable insight. For example, multiple users have been reporting that connecting using a VPN does allow them to play Multiplayer. Unfortunately it has not provided a breakthrough yet.

Now in order to properly tackle this issue we will need a much information as possible from everyone who is having the issue. Some people have already tried most of the actions below, but to make sure that you are having the same issue we still suggest you try:

• Verifying Steam integrity-> try connect
  
• Re-install the game and launcher-> try connect
  
• Delete/Backup the \Documenten\Paradox Interactive\Age of Wonders Planetfall folder-> try connect
  
• Disabling your Firewall -> try connect
  
• Unlink your Steam account from your Paradox account (can be done on account page on Paradox plaza) -> try connect
  
• Log in with a different Paradox account -> try connect
  
• Connect to a different network -> try connect

For users with a comcast/xfinity xfi router:
It is quite possible that the router started blocking the MP connection since the last update for it.
If you have xfinity and have this error, download the xfi app, it will tell you a threat is detected on your device. Just tell it to allow the connection. it's a false positive. Please let us know if this was the issue you were having!

Now an action that could provide very important information:

We want you to try and "ping" the server using a nifty tool called tcping.exe available here: https://download.elifulkerson.com/files/tcping/0.39/
This could provide valuable debug information on what is happening with the connection.

How to:

• Download the program
  
• Open command (cmd) by searching "cmd" in your search bar and pressing enter.
  
• In the cmd window, navigate to the folder by typing "cd ", then a space and then the folder location of the program; for example: C:\Users\username\Downloads. Then press enter.
  
• For US users; put in this "tcping us0.planetfall.ageofwonders.com 48066" and press enter.
  
• For all other users; put in this "tcping eu0.planetfall.ageofwonders.com 48066" and press enter.
  
• Now it should start probing the server and give information on how the connection is going. Please provide the debug info it gives below or make a screenshot and send it to [e-mail] (Both for successes and fails)! (You can also PM me on PDX forums)

The country/region you live in and the version of the game you are running are important things to consider as well; so please provide them if possible.

Any other information you think could be relevant to the issue; please provide it below.

Thanks for your cooperation. We really do want to fix this issue!

[Draktok]

Автор сообщения: Gary Oak

Автор сообщения: Gary Oak

So I am still experiencing this issue, I tried the xFi since i have an xfinity router and it doesn't show up as being blocked for me. I have also tried all the other options provided in this thread. I ran the tcping program and got 4 fails.

Probing 69.172.201.153:48066/tcp - No response - time=2000.292ms
Probing 69.172.201.153:48066/tcp - No response - time=2000.349ms
Probing 69.172.201.153:48066/tcp - No response - time=2000.955ms
Probing 69.172.201.153:48066/tcp - No response - time=2001.149ms

Ping statistics for 69.172.201.153:48066
4 probes sent.
0 successful, 4 failed. (100.00% fail)
Was unable to connect, cannot provide trip statistics.

so i finally got it to work and show up in my advanced security. if you are having this issue and don't see it in your xFi app/website disable the advanced security then connect to the game and see if it works. if it does exit the game re-enable the advanced security and connect to the game again. it should then pop up as a threat that will let you allow access. however it only seems to allow access for 30 days

This is correct. The xfi router is blocking this connection and I apologize for not being more clear about the advanced settings. Thanks for the call out Gary Oak - this might need to be added to the OP @devs.

I'm curious at this point if any one is having issues that DOESN'T have an xfi router, and if so, how do we get the IP address whitelisted with comcast to avoid this 30 day issue?

Any thoughts devs?

[Koden]

Here to say the Comcast fix worked for me and my friend. It was blocking it for us.

[Draktok]

Автор сообщения: Koden

Here to say the Comcast fix worked for me and my friend. It was blocking it for us.

I'm growing more confident that this is just an xfinity xfi 'advanced security' issue :)

[Laryssa]

Автор сообщения: Girl, Please

Автор сообщения: Koden

Here to say the Comcast fix worked for me and my friend. It was blocking it for us.

I'm growing more confident that this is just an xfinity xfi 'advanced security' issue :)

And so are we.

Based on your responses we've decided to present the information to other users that contacted us in regards to this issue. We'll have to see what the fix rate ends up being but for now we want to thank you guys for the help and information you provided. Ofcourse please let us know should anything change or more information comes to light.

With that have a very big THANK YOU from us. :)

[Draktok]

Researching more there doesn't appear to be a way to whitelist anything permanently through xfi advanced settings yet, so recommendation from many on Comcast forums is to simply disable advanced security.

Disabling and Re-Enabling Advanced Security
You can disable the Advanced Security feature in xFi by navigating to More and selecting My Services. From here, select Disable under xFi Advanced Security and follow the on screen prompts.

Once disabled, you will lose 24/7 threat monitoring and real-time reporting on your home network.

If you have disabled the Advanced Security feature, you can re-enable it by navigating to More and selecting My Services. From here, select Enable under xFi Advanced Security and follow the on-screen prompts.

[Astarael, the Sorrowful]

I have Xfinity, and the fixes here do not work for me. Nothing shows up as a threat for multiple days, whether Advanced Security is enabled or not. Restarting my modem seems to work every time, but I'd prefer to not have to do that.

[Trashkan]

I have xfinity and had this issue. I download the xfinity app and it worked

[Lord Cromwell]

The issue I was having with the error was that I had to confirm my account and apparently you have to click the resend but for it to actually send the email. This is strange since I had already confirmed my account with another game. I am now able to get into multiplayer.

[Pass the butter]

After a year of this issue being present and not fix I do hope you have considered creating a new MP system, a one that is not reliant on your servers as that is clearly the key issue and you should just go back to player hosted games. I only bought the premium version of this game for the MP as i wanted to play with friends and it broke after one session for all of us, no one has MP access and no fixes you offer work. seriously thinking of getting a refund

[Draktok]

Автор сообщения: Pass the butter

After a year of this issue being present and not fix I do hope you have considered creating a new MP system, a one that is not reliant on your servers as that is clearly the key issue and you should just go back to player hosted games. I only bought the premium version of this game for the MP as i wanted to play with friends and it broke after one session for all of us, no one has MP access and no fixes you offer work. seriously thinking of getting a refund

Do you guys have xfinity? I cannot believe if you have xfinity the proposed solutions do not work as they are 100% the culprit for xfinity users.

[Pass the butter]

Автор сообщения: I can't afford $20 lol

Автор сообщения: Pass the butter

After a year of this issue being present and not fix I do hope you have considered creating a new MP system, a one that is not reliant on your servers as that is clearly the key issue and you should just go back to player hosted games. I only bought the premium version of this game for the MP as i wanted to play with friends and it broke after one session for all of us, no one has MP access and no fixes you offer work. seriously thinking of getting a refund

Do you guys have xfinity? I cannot believe if you have xfinity the proposed solutions do not work as they are 100% the culprit for xfinity users.

nope not sure what they are entirely but with a little research it looks like they are an ISP? if so no im in the UK and im on BT ill swap to my spare TP link router and see if it makes a difference

[Pass the butter]

UPDATE

Rather than swap router i decided to double check my BT routers security settings like people said they did on there xfinity routers and I quickly spotted that UPnP was disabled in the routers Firewall configs and i know from past expereance that it is a required feature in many online games. enableing this did solve the problem, honesty dont know why I did not spot that last night.

so yes I would suggest all users to look for (Universal Plug and Play) UPnP settings on their routers and enable it.

[TriumphJordi]

Автор сообщения: Pass the butter

honesty dont know why I did not spot that last night.

I wouldn't worry about it, we all have those nights (It also didn't help that the servers were actually down last night). Happy to hear that it's resolved and you're able to go online now.

[Scorchedbeast]

They ban IP addresses. they probably blocked yours. I can get get in via a vpn by having it change my ip address.

[TriumphJordi]

Автор сообщения: Doyouwanttobuildasnowman?

They ban IP addresses. they probably blocked yours. I can get get in via a vpn by having it change my ip address.

Hey Doyouwanttobuildasnowman?, thanks for reaching out but we don't ban IP addresses. The only situation in regards to IP blocks is related to the Russian Telegram block, which keeps users from connecting to Amazon servers. Sadly that is not a issue on our side, but a decision made by the Russian Government.

Have you followed the troubleshooting guide in the opening post, if you are having trouble connecting to the online? Are you using a Xfinity modem/router?