I have had this problem for a long time now, making it nearly impossible to play call of duty. VPN is not an option…
comcast customer using the xfinity gateway. This is literally the only ap I have issues with like this. please, clearly its been a problem for a while now.
Comcast modem TC8717C
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.0.0.1 - 0 | 362 | 362 | 0 | 0 | 39 | 0 |
| 96.120.41.161 - 1 | 358 | 357 | 5 | 9 | 43 | 10 |
| 96.110.172.225 - 1 | 350 | 347 | 7 | 11 | 37 | 19 |
|be-102-ar02.pontiac.mi.michigan.comcast.ne - 1 | 350 | 347 | 9 | 13 | 48 | 13 |
|be-33668-cr02.350ecermak.il.ibone.comcast.ne - 4 | 317 | 305 | 18 | 20 | 51 | 18 |
|be-1102-cs01.350ecermak.il.ibone.comcast.ne - 22 | 197 | 155 | 16 | 19 | 41 | 18 |
| 96.110.37.2 - 10 | 266 | 242 | 16 | 18 | 31 | 22 |
| 50.242.151.154 - 1 | 350 | 347 | 17 | 23 | 134 | 20 |
| ae1-br01-eqch2.as57976.ne - 1 | 350 | 347 | 66 | 73 | 180 | 67 |
| 137.221.65.132 - 22 | 197 | 155 | 66 | 73 | 171 | 72 |
| et-0-0-2-br01-eqla1.as57976.ne - 21 | 198 | 157 | 66 | 71 | 118 | 91 |
| be1-pe01-eqla1.as57976.ne - 12 | 250 | 222 | 0 | 67 | 79 | 67 |
| lax-eqla1-ia-bons-01.as57976.ne - 12 | 250 | 222 | 0 | 68 | 84 | 66 |
| No response from host - 100 | 73 | 0 | 0 | 0 | 0 | 0 |
| 24.105.28.10 - 70 | 97 | 30 | 0 | 67 | 80 | 74 |
|____________|||||||
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
I have the same problem like everyone else where any other platform but Blizzard works and using a VPN is the solution. The problem is everyone that has this issue in this forum thread is using a gateway router/modem. I’ve tested it, switching to a singular router and singular modem is the fix. Here’s another forum thread explaining it more. Can't install/update games or connect to online services
It’s not the providers fault, it’s for whatever reason any thing that has to do with Blizzard does not support gateway router/modems.
This is fascinating. I’ve had this issue for over a year now and the ticket got cancelled when I tried to open it with Blizzard support. I kind of gave up for a while and started playing in an emulator. The strange thing to me is that I can play on my phone, tablet and PC in an Android environment with no issues at all. I’m guessing that the Android OS patches come from another source, because those get downloaded over the Comcast connection without any issue. It’s only the desktop version of the app that doesn’t work at all when trying to install/update.
Has anyone at Blizzard reached out to Comcast directly? This really feels like something that Comcast must be blocking or stopping with QoS or throttling.
To be clear, I own all my equipment. I have a Motorola modem and Netgear router/AP. The only thing Comcast is the pipe. This really seems like the provider is blocking content on the ISP side for some reason.
Thank you for your reports! This has all been sent up, and we’re hoping for some more information soon between Comcast and us. I’ll try to update as we have more information!
If you are currently experiencing the issue, it’s greatly appreciated, if you could send over the router/modem model and LogGoblin files to techinfo@blizzard.com under the subject, Agent/Install Issue .
This inbox is not monitored and will not send responses. It’s used to collect information for Customer Support to assist in troubleshooting.
[Update Feb 1, 2020] - Our team have made some changes and we have seen some trickling of reports. At the moment, there have not been any recent reports. If you are experiencing the issue, we are still requesting the Log Goblin files to have this issue investigated further.
Im still having the issue. I tried following the posted directions to do a trace but i dont have the cmd.exe program you say to run. Im pretty pc retarded and have no idea what to do and not sure what to do. I wanna play brudda! 
We only received a handful of the Log Goblins. If you are able to send that to the requested details above. This issue is still actively tracked, it’s the lack of consistency that we have with this issue that it’s been hard to pinpoint. Once the file is sent, the most consistent workarounds we’ve seen is trying an alternative connection, or while not supported, using a VPN.
If you do need additional guidance, please contact our Technical Support team. We can gather the requested details on this thread. All modern Windows system should come with the Command Prompt or Windows Powershell built into the OS.
I’m having the same issue. No install or update via Xfinity connection, unless I use a VPN.
My traceroute to the US patch server is clean. I tried sending my log goblin files, but my email got returned with the error “550 5.7.0 Message Size Violation (in reply to end of DATA command)”
What else can I do?
Hey, folks! We’re starting to see issues with Comcast/Xfinity recently. This issue has been on and off so recently that it’s been difficult to gather information and track this effectively. We would like to resolve this fully with your help and any information provided is greatly appreciated! If you are experiencing any of the following behaviors:
- Agent fell asleep (BLZBNTBNA00000005)
- Install getting stuck on loop.
- Install gets stuck on “Waiting” after bypassing the Install loop issue.
Please provide LogGoblin files and the router/modem model to techinfo@blizzard.com under the subject, Agent/Install Issue.
This inbox is not monitored and will not send responses. It’s used to collect information for Customer Support to assist in troubleshooting.
During this time, we’ve seen that using an alternative connection or VPN has been successful to work around the issue. Thank you for those who provided files in the past, all reports and files provided have been added to our tracking for this issue.
Comcast user here, I’ve submitted my modem model & LogGoblin files via email. This issue has been persisting as early as August of 19’.
I personally have had it consistently since thanksgiving. With that being said, this isn’t necessarily a new issue when it’s been occurring for so long. If there’s any more information we can provide to make this move more efficiently, let us know.
I’ve only seen two options that have curated this issue, one being replacing the modem. VPN as a temporary fix is one thing, but this has been going on for far too long. All we want to do is play the game(s)…
Thank you, GTB! I have the files provided and added this to our tracking! It’s indeed a frustrating situation and it has been on-going for far too long.
The main issue is that the reports have been so inconsistent that it’s been difficult for us to track and gather information for our team to look into. We see periodic issues with certain states such as Michigan and Colorado, and no indications of connection issues, which I believe may mean there’s some sort of protocol issue that we need to pinpoint.
We still need the Log Goblin files requested above! We’ve only received a handful of these to escalate to our teams. If we need any additional information, we’ll request them on this thread! Thank you for you again for providing those files and hopefully we’ll have more information and news to share once we have enough files to compare 
Hey, from Michigan here. Not sure exactly how long it’s been going on for me but it’s been several months at least. Can confirm that utilizing a VPN bypasses the issue. I believe I sent logs in a while back.
Georgia comcast user here! Started as of 72 hours ago, unable to connect to game server at first, then during the uninstall/reinstall fix the game gets stuck before installation.
I’m sorry to say but no amount of traceroute information will help here. This problem resides with Comcast/Xfinity and the Modem/Router manufactures. If you contact either one of the mentioned parties they will deffer to the other or to the software. The reason this is not something flat out fix is because depending on what zip code you sit in the will depend on what Modem/Router will work with the ISP and software. That is why tons of people are not experiencing the problems. VPNs work because it changes your location more or less. The best fix is to spit out cash for the most bought Router/Modems in your respective area till you find one that works. Or if you are so lucky switch ISP to the competitor.
@Burly, this is exactly what we’ve found and we’ve had confirmation that replacing the router/modem has helped in the past. The other workarounds have been to try an alternative connection or VPN and with the WinMTR tests we’ve gathered, there wasn’t a consistent issue with the connection route either. It does appear to be a router/modem issue, but we’d like to find a solid workaround or fix to this issue for you all. It’s not ideal by any means for any of the current workarounds, which is why we’re gathering the Log Goblin files for our team to look into and reach out to the appropriate folks who can fix this fully. Thank you for the input!
This sounds like finger pointing. So your telling me its not blizzard but my modem/router? The same router/modem that has been working perfect otherwise? So why is steam working perfectly? Why is everything else working perfectly? Weeks I been at it just to email support and get pointed to this?
We’ve been tracking this issue for quite some time now. It may not be the router/modem itself, but it could be something with the communication of the devices or some outdated firmware and protocols that Blizzard Application is having trouble communicating with. We’re still trying to gather information and details for the exact reason, but we’ve consistently seen this issue with these 3 routers:
- Technicolor TC8717C
- TP-Link Archer CR700
- Arris TG1682G
It’s been confirmed replacing the router/modem has resolved some situations completely. It’s still a bit odd that a VPN helps alleviate this issue and the issue happens inconsistently. The issue has been escalated to our team, who are digging into the LogGoblin files sent. We have not seen issues like this outside of Comcast, however, which makes it a bit more difficult to track it efficiently.
I use comcast and have a TP-Link Archer CR500 and have permanent Blizzard went to sleep error code on my PC. Cod Warzone will not launch on my PS4 using wired connection/wifi either. Game will play on PS4 if I use hotspot.
Please provide solution.
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Same problem here in Georgia for the last 6 months. Really frustrated that I paid $60 for a game and I can’t play it on my home internet. Worked fine while I was at college on same computer. Also have the Archer router. This isn’t on Comcast though, Blizzard used to work fine and every other game works fine on my internet. Please Fix this