Sao Paulo Gateway Network Issues

In the time since we opened the Brazil (Sao Paulo) gateway in 2015, many users have been affected by ongoing connectivity issues when playing there. When these have occurred, we have worked with our server provider to troubleshoot the causes and attempt to find fixes.

The source of these connectivity issues has often been Brazilian network providers that a large portion of our users' ISPs use as their upstream. Routers on these upstream routes have often become oversubscribed during peak hours, affecting network performance. To work around these problems, routes bypassing these routers have been put in place. While these routes are okay for normal web traffic, they introduce a lot of latency, making the connectivity terrible for gaming.

In the past, these problems would end up being solved, albeit slowly. In the most recent occurrence, the connectivity and routing issues have persisted for weeks and weeks. Attempts made to contact these providers/peers have been unsuccessful.

A couple of weeks ago, we made the decision to evaluate other hosting options, with the goal of finding a host with network peers that are not affected by these network issues. We ran a large-scale test last week and it looked promising. We then ordered enough additional servers to replace the current Brazil gateway completely with hardware on the new host.

We are currently waiting on the remaining hardware, which is estimated to available by the end of the week. Until then, if you create an instance on the Brazil Gateway, it will put your instance on servers in the new hosting location provided there is enough capacity. If there isn't enough capacity, it will create your instance on servers at our existing host.

Thanks for your patience!