John_RE

6 days ago Sep 12,2024, 17:56:59 PM

Connection Issues Investigation

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4 Comments

Our team is aware that several players have had difficulty connecting to Company of Heroes 3 and we wanted to provide an update on our investigation, along with some troubleshooting steps in the meantime as we work on a solution. On September 10th, Relic’s service SSL certificate was renewed using AWS Certificate Manager (ACM). ACM recently changed the trust anchor for its certificates, transitioning from the “Starfield Class 2 Certification Authority” (GoDaddy) to the Amazon-owned “Starfield Services Root Certificate Authority - G2.”

Players may be experiencing connection issues because “Starfield Services Root Certificate Authority - G2” is not installed on their systems, which is causing the SSL certificate validation to fail.

We expected this root certificate to be available on up-to-date Windows systems or to be installed automatically via Windows’ Auto-Root Certificate Retrieval feature. However, some players are experiencing connection issues due to this certificate not being present.

Possible reasons include:

Outdated Windows systems that haven’t received recent root certificate updates.
Auto-root certificate retrieval is disabled in system settings or group policies.
Network restrictions prevent Windows from fetching the missing root certificate.

It is possible to check if the "Starfield Services Root Certificate Authority - G2" is installed on your Windows system by doing the following:

Press the Windows Key + R to open the Run dialog.
Type certmgr.msc and press Enter.
In the left panel, navigate to Trusted Root Certification Authorities → Certificates.
Look for Starfield Services Root Certificate Authority - G2 in the list as shown in this image.

Players still not able to connect to Company of Heroes 3 can try the troubleshooting steps below while our team finalizes a fix we hope to include in Tuesday’s 1.8.0 update. We will keep you updated on our progress.

Please follow these troubleshooting steps in order:

[MOST RELIABLE FIX] Open the command line (Command Prompt) and run the command curl.exe https://coh3-api.reliclink.com/game/version/checkStatus
If you have Windows updates pending, in progress or available, please complete their installation and restart your PC.
If that still does not resolve the issue, please open your browser and go to https://leaderboards.companyofheroes.com/. After that, try launching CoH3 again.
If these options do not work, please open Windows Edge and navigate to https://coh3-api.reliclink.com/game/version/checkStatus. It should give the response ["ok"]. If it does, run the game again and it should be able to connect fine. If it does not give the ["ok"] response, ensure that Windows is up to date.

You may need to perform these steps, and restart your PC a few times. Thank you for your patience as we work to resolve this as quickly as possible.

The Relic Programmer Team

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sei3coh

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Cohcohrico

sei3coh

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7 400g2g pts

6 days ago

Sep 12, 2024, 6:15:58 PM

indeed I have the first two starfields but not the one mentioned.

As for the temporary troubleshooting, it does not seem to work despite being mentioned "ok"

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capiqua

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capiqua

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5 300g2g pts

6 days ago

Sep 12, 2024, 7:15:42 PM

I have solved it with:
curl.exe https://coh3-api.reliclink.com/game/version/checkStatus

Although I have 5 (approximately) seconds of waiting on this screen

Thanks

Updated 6 days ago.

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Dumpster_Bob

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Dumpster_Bob

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4 900g2g pts

6 days ago

Sep 13, 2024, 2:00:51 AM

sei3coh wrote:
indeed I have the first two starfields but not the one mentioned.
As for the temporary troubleshooting, it does not seem to work despite being mentioned "ok"

Relic's official workaround instructions: https://steamcommunity.com/app/1677280/discussions/2/4758704632957317787/

*This fix has had a high success rate, if it does not work the first time:

Reboot

Check Windows updates again

Then go through the steps in the official post a second time, then launch the game.

*If you have a robust security suite with proxy web filtering or a router configured as a proxy server, disable it and try again.

********************

Official Relic fix is coming on Tuesday with the 1.8 update: it is recommended to wait for the official fix.

Should you not want to wait until Tuesday, if none of this still works for you: at your own risk of potential complications with other AWS applications, you can:

1. Delete all starfield labeled certs out of your root store. Then use the curl.exe command to reimport required certs, then try again.

2. Double check win updates again ( should .Net framework find an update; you may be prompted upon reboot to have windows automatically reinstall elements of windows runtime environment; click 'yes' .), run the curl.exe again, then launch the game.

This method is invasive and may have unexpected complications, so it is not recommended. You should be comfortable with doing a system restore in a worst case scenario (however unlikely...you are responsible for the integrity of your system). I've tested this in multiple environments with success of getting past the error in CoH3.

I was hesitant to post this method, as the safest action is to wait for an official Relic fix, attempt at your own risk.

Only attempt this method if you are running a valid activated copy of Windows.

In my opinion, this issue largely stems from Windows/AWS responsibility as vendors; do not place the blame entirely on Relic.

Updated 6 days ago.

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sei3coh

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Cohcohrico

sei3coh

Newcomer

7 400g2g pts

6 days ago

Sep 13, 2024, 7:45:18 AM

Dumpster_Bob wrote:
sei3coh wrote:
indeed I have the first two starfields but not the one mentioned.
As for the temporary troubleshooting, it does not seem to work despite being mentioned "ok"
Relic's official workaround instructions: https://steamcommunity.com/app/1677280/discussions/2/4758704632957317787/
*This fix has had a high success rate, if it does not work the first time:
Reboot
Check Windows updates again
Then go through the steps in the official post a second time, then launch the game.

*If you have a robust security suite with proxy web filtering or a router configured as a proxy server, disable it and try again.

********************
Official Relic fix is coming on Tuesday with the 1.8 update: it is recommended to wait for the official fix.

Should you not want to wait until Tuesday, if none of this still works for you: at your own risk of potential complications with other AWS applications, you can:

1. Delete all starfield labeled certs out of your root store. Then use the curl.exe command to reimport required certs, then try again.

2. Double check win updates again ( should .Net framework find an update; you may be prompted upon reboot to have windows automatically reinstall elements of windows runtime environment; click 'yes' .), run the curl.exe again, then launch the game.

This method is invasive and may have unexpected complications, so it is not recommended. You should be comfortable with doing a system restore in a worst case scenario (however unlikely...you are responsible for the integrity of your system). I've tested this in multiple environments with success of getting past the error in CoH3.
I was hesitant to post this method, as the safest action is to wait for an official Relic fix, attempt at your own risk.

Only attempt this method if you are running a valid activated copy of Windows.

In my opinion, this issue largely stems from Windows/AWS responsibility as vendors; do not place the blame entirely on Relic.

Thank you but I will wait patiently.

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