2 posts were merged into an existing topic: Can’t delete my account - Main Thread
same problem
|------------------------------------------------------------------------------------------|
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| MyIp - 0 | 424 | 424 | 0 | 0 | 8 | 0 |
| 96.120.17.237 - 0 | 424 | 424 | 3 | 8 | 39 | 9 |
|ae-151-1203-rur01.almeda.tx.houston.comcast net - 0 | 424 | 424 | 6 | 10 | 36 | 8 |
|ae-12-ar01.bearcreek.tx.houston.comcast net - 0 | 424 | 424 | 9 | 11 | 35 | 10 |
|be-33662-cr02.dallas.tx.ibone.comcast net - 0 | 424 | 424 | 14 | 17 | 45 | 15 |
|be-12441-pe01.1950stemmons.tx.ibone.comcast net - 0 | 424 | 424 | 14 | 15 | 43 | 15 |
| 50.208.232.126 - 0 | 424 | 424 | 14 | 23 | 139 | 14 |
| ae1-br02-eqda6.as57976 net - 0 | 424 | 424 | 38 | 44 | 130 | 41 |
| et-0-0-2-br02-swlv10.as57976 net - 0 | 424 | 424 | 38 | 44 | 95 | 43 |
| et-0-0-67-pe02-swlv10.as57976 net - 0 | 424 | 424 | 41 | 46 | 134 | 41 |
| las-swlv10-ia-bons-03.as57976 net - 0 | 424 | 424 | 37 | 43 | 79 | 41 |
| 137.221.105.11 - 0 | 424 | 424 | 41 | 43 | 82 | 42 |
| 137.221.106.19 - 0 | 424 | 424 | 40 | 42 | 81 | 41 |
|________________________________________________|______|______|______|______|______|______|
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Same issue- and I have their gig internet. Everything works perfectly when I VPN in- but without the VPN nothing works (except for Steam and any other platform)
Hey, Excelsis! Thanks for bringing this up again! We’ve been lacking reports and information for this Comcast issue. We’re still tracking this on our end and occasionally see this come up again and again every couple of weeks.
We’re still gathering information on what’s happening with the Blizzard Application and Comcast/Xfinity connections. We’ve seen a number of reports where replacing the router/modem seems to help - this isn’t an ideal solution or workaround though. Would you and anyone else experiencing this issue be able to include the following?
-
The router/modem model.
-
Does a mobile tether/hotspot or VPN work around the problem?
-
WinMTR test for 5-10 minutes while the problem occurs. If you can gather two tests for the following hosts:
us.actual.battle.netus.patch.battle.net
If the test is blank, please run a traceroute test. It isn’t as detailed, but the information may still be useful!
Thanks for bringing this up again 
We have not forgotten about this issue by any means and appreciate any help you can provide to us!
1 Like
Having the same issues… Comcast Xfinity / comcast provided modem TC8717C (technicolor) I’ve reformantted / disabled windows defender and all firewalls, added apps exe. files to exceptions list. No joy. I can download the installer; however, when I try to download a game it sits cycling prior to selecting file locations.
| WinMTR statistics |
| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
| 10.0.0.1 - 0 | 516 | 516 | 0 | 0 | 93 | 0 |
| 96.120.40.109 - 3 | 469 | 457 | 7 | 10 | 127 | 7 |
| 96.110.174.153 - 3 | 469 | 457 | 8 | 12 | 320 | 11 |
|be-104-ar02.pontiac.mi.michigan.comcast.ne - 3 | 469 | 457 | 7 | 16 | 128 | 11 |
|be-33668-cr02.350ecermak.il.ibone.comcast.ne - 3 | 469 | 457 | 16 | 20 | 135 | 19 |
|be-1302-cs03.350ecermak.il.ibone.comcast.ne - 16 | 317 | 267 | 16 | 19 | 108 | 17 |
| 96.110.37.10 - 4 | 453 | 437 | 16 | 18 | 135 | 16 |
| 50.242.151.154 - 3 | 473 | 462 | 15 | 22 | 240 | 18 |
| ae1-br01-eqch2.as57976.ne - 25 | 261 | 197 | 65 | 72 | 171 | 70 |
| 137.221.65.132 - 3 | 473 | 462 | 64 | 70 | 186 | 65 |
| et-0-0-31-pe01-swlv10.as57976.ne - 21 | 282 | 223 | 65 | 70 | 170 | 67 |
| las-swlv10-ia-bons-02.as57976.ne - 16 | 321 | 272 | 0 | 67 | 168 | 70 |
| 137.221.105.17 - 5 | 445 | 427 | 0 | 68 | 363 | 66 |
| 137.221.106.19 - 6 | 429 | 407 | 0 | 66 | 161 | 67 |
|____________|||||||
WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Tracing route to 24.105.62.129 over a maximum of 30 hops
1 <1 ms <1 ms <1 ms 10.0.0.1
2 8 ms 9 ms 9 ms 96.120.40.109
3 8 ms 10 ms 8 ms 96.110.174.153
4 11 ms 10 ms 10 ms be-104-ar02.pontiac.mi.michigan.comcast.[96.108.20.213]
5 16 ms 17 ms 25 ms be-33668-cr02.350ecermak.il.ibone.comcast. [68.86.90.45]
6 17 ms 17 ms 16 ms be-1102-cs01.350ecermak.il.ibone.comcast. [96.110.36.97]
7 16 ms 17 ms 17 ms 96.110.37.2
8 17 ms 17 ms 16 ms 50.208.232.158
9 17 ms 19 ms 17 ms ae1-br01-eqch2.as57976. [137.221.69.33]
10 17 ms 18 ms 18 ms be1-pe2-eqch2.as57976. [137.221.69.69]
11 18 ms 18 ms 18 ms 24.105.62.129
Trace complete.
Tracing route to 24.105.62.129 over a maximum of 30 hops
0 DESKTOP-CE4AEDG.hsd1.mi.comcast. [10.0.0.3]
1 10.0.0.1
2 96.120.40.109
3 96.110.174.153
4 be-104-ar02.pontiac.mi.michigan.comcast.[96.108.20.213]
5 be-33668-cr02.350ecermak.il.ibone.comcast.[68.86.90.45]
6 be-1102-cs01.350ecermak.il.ibone.comcast.[96.110.36.97]
7 96.110.37.2
8 50.208.232.158
9 ae1-br01-eqch2.as57976. [137.221.69.33]
10 be1-pe2-eqch2.as57976. [137.221.69.69]
11 24.105.62.129
Computing statistics for 275 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 DESKTOP-CE4AEDG.hsd1.mi.comcast [10.0.0.3]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 10.0.0.1
0/ 100 = 0% |
2 9ms 0/ 100 = 0% 0/ 100 = 0% 96.120.40.109
0/ 100 = 0% |
3 10ms 0/ 100 = 0% 0/ 100 = 0% 96.110.174.153
0/ 100 = 0% |
4 13ms 0/ 100 = 0% 0/ 100 = 0% be-104-ar02.pontiac.mi.michigan.comcast [96.108.20.213]
0/ 100 = 0% |
5 20ms 0/ 100 = 0% 0/ 100 = 0% be-33668-cr02.350ecermak.il.ibone.comcast[68.86.90.45]
0/ 100 = 0% |
6 18ms 0/ 100 = 0% 0/ 100 = 0% be-1102-cs01.350ecermak.il.ibone.comcast [96.110.36.97]
0/ 100 = 0% |
7 18ms 0/ 100 = 0% 0/ 100 = 0% 96.110.37.2
0/ 100 = 0% |
8 21ms 0/ 100 = 0% 0/ 100 = 0% 50.208.232.158
0/ 100 = 0% |
9 21ms 0/ 100 = 0% 0/ 100 = 0% ae1-br01-eqch2.as57976.
[137.221.69.33]
0/ 100 = 0% |
10 17ms 0/ 100 = 0% 0/ 100 = 0% be1-pe2-eqch2.as57976
[137.221.69.69]
0/ 100 = 0% |
11 20ms 0/ 100 = 0% 0/ 100 = 0% 24.105.62.129
Trace complete.
Connected my phone and it started downloading right away.
Thanks, Earlyapex! Appreciate the information and getting this added to our tracking There is some loss after the router/modem which is a bit odd.
If you’re having any similar issues with game installations, I have a few suggestions that may help with the home network. This isn’t something that we can assist with directly since there are many models, but it’s worth checking for in case it may help.
There’s a few settings in the router called QoS (Quality of Service), sometimes known as WMM (Wireless Multimedia), and UPnP (Universal Plug and Play) If any of these are enabled, does it help to disable them? Does checking for firmware updates or resetting the network device help?
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.