"Erin S.: Alright as the previous agent did state this is a known issue right now we are gathering information to send over to the concerned department who run the servers to resolve this so if you would not mind following these steps that would be great thank you. I would like you to follow the steps below for a UO Trace which will further assist me in locating exactly why we are having this connection issue today: 1. Using your Internet browser on your PC, click the following link to download the UOTrace program:
http://support.ea.com/ci/fattach/get/9597/ 2. Run UOTrace. (If a pop-up box appears telling you 'UO Server List not found,' click No.) 3. Click the Options menu at the top of the window and select Advanced. 4. In the rectangular window where the server is listed, type in easo.ea.com. 5. Click the Trace Route button, which is the fourth button from the left. 6. After the trace route has completed, click the Poll button, which is two buttons to the right of the Trace Route button. 7. Let it send around 100 or so packets then click Stop Poll. 8. Click Edit and select Copy. 9. Click the Start button (Windows button for Microsoft Windows Vista) on the Windows Taskbar. 10. Select All Programs. 11. Select Accessories. 12. Click Notepad. 13. From the menu toolbar, click Edit and click Paste. 14. From the menu toolbar, click File and click Save. 15. We can Save the file to your Desktop. 16. You can now go ahead and upload the files to the Live Chat."