Connecting to D2R sometimes cuts internet off at my modem for all devices wired/wireless

Technical Support
1

As topic says, while playing d2r I repeatedly get “cannot connect to server” and immediately the internet gets disconnected from all devices on the network, regardless of Ethernet/wireless connections. This includes phones, laptop on wifi, and my desktop on ethernet connection. The devices remain connected to the network and gateway (a nighthawk CAX30) but cannot connect to the internet for at least 10 seconds. Rebooting my computer, turning off all other devices on the network, power cycling the gateway, and stopping all non-windows programs on my computer do not help or solve the problem. It tends to happen more in the afternoon/early evening than later at night. This has been happening for weeks, since before the latest patch. It’s very frustrating. I tried using bnet’s looking glass and I’m noticing 100% packet loss in ping from blizzard servers, as well as 100% packet loss between blizzard’s servers, which they conveniently say to ignore on the pathping page. I also ran an 8 minute pathping to d2r american servers. I’ll post both below. The blizzard servers seem to be the ones generating the highest ping and largest packet loss. I’m on comcast, 800-1000 mb/s connection, and no other game, program, or service causes this issue. There is no consistency in in-game actions leading up to this issue: can be idle in town, or trying to kill mobs, doesn’t matter. Can also be alt-tabbed and it’ll still happen. Can anyone over at blizzard help diagnose this problem? I can’t imagine what would cause this, but it’s almost like my upload is under a ddos attack. The times when I am connected to a discord server, I can always hear my friends just fine throughout the diablo 2 disconnect, but my upload gets choked to death and I sound robotic to them. This also happens to another friend of mine who plays the game in a different state with his own regional ISP, the exact same connection issue, loss of internet on all devices for at least 10 seconds. Additionally, this happens on my girlfriend’s laptop as well. Please help?

EDIT: I realized that I never gave timeframes for this. I have tried playing the game 4 times in the past 1.5 hours and gotten the disconnect “cannot connect to server” within 40 seconds of entering a game. Sometimes it’s instantaneous, sometimes I get to kill 2-3 mobs first.
Edit 2: Added WinMTR while crash occurred.

WINMTR:
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                                   CAX30 -    0 |  375 |  375 |    0 |    0 |    7 |    0 |
|cm-1-acr01.fortcollins.co.denver.comcast.net -    6 |  301 |  283 |    7 |   13 |   63 |   23 |
|ae-151-1203-rur01.fortcollins.co.denver.comcast.net -    6 |  305 |  288 |    7 |   13 |   66 |   23 |
| ae-33-ar01.denver.co.denver.comcast.net -    6 |  305 |  288 |    7 |   12 |   66 |   23 |
|                           96.216.22.245 -    6 |  301 |  283 |    9 |   15 |   44 |   23 |
|ae-501-ar01.denver.co.denver.comcast.net -    6 |  301 |  283 |    8 |   16 |   44 |   23 |
|be-36041-cs04.1601milehigh.co.ibone.comcast.net -    6 |  305 |  288 |    9 |   14 |   69 |   22 |
|be-1412-cr12.1601milehigh.co.ibone.comcast.net -    6 |  301 |  283 |    9 |   13 |   44 |   23 |
| be-301-cr12.dallas.tx.ibone.comcast.net -    6 |  305 |  288 |   22 |   26 |   81 |   33 |
|be-1312-cs03.dallas.tx.ibone.comcast.net -    6 |  305 |  288 |   23 |   29 |   82 |   33 |
|be-3312-pe12.1950stemmons.tx.ibone.comcast.net -    6 |  305 |  288 |   23 |   29 |   82 |   33 |
|                          66.208.216.198 -    6 |  305 |  288 |   23 |   32 |  132 |   46 |
|              ae1-br02-eqda6.as57976.net -    6 |  301 |  283 |   47 |   55 |  140 |   56 |
|        et-0-0-2-br02-swlv10.as57976.net -    6 |  305 |  288 |   47 |   54 |  130 |   60 |
|        et-0-0-1-pe04-swlv10.cs57976.net -    6 |  305 |  288 |   47 |   53 |  106 |   56 |
|       las-swlv10-ia-bons-04.as57976.net -    6 |  305 |  288 |   47 |   51 |  106 |   57 |
|                          137.221.105.17 -    6 |  305 |  288 |   47 |   53 |  129 |   56 |
|                          137.221.106.88 -    6 |  305 |  288 |   47 |   51 |  129 |   56 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Tracing route to 137.221.106.88 over a maximum of 30 hops

  0  User-PC [192.168.1.2]
  1  CAX30 [192.168.1.1]
  2  cm-1-acr01.fortcollins.co.denver.comcast.net [96.120.13.137]
  3  ae-151-1203-rur01.fortcollins.co.denver.comcast.net [96.108.138.125]
  4  ae-33-ar01.denver.co.denver.comcast.net [68.86.103.37]
  5  96.216.22.245
  6  ae-501-ar01.denver.co.denver.comcast.net [96.216.22.130]
  7  be-36041-cs04.1601milehigh.co.ibone.comcast.net [96.110.43.253]
  8  be-1412-cr12.1601milehigh.co.ibone.comcast.net [96.110.39.94]
  9  be-301-cr12.dallas.tx.ibone.comcast.net [96.110.38.98]
 10  be-1312-cs03.dallas.tx.ibone.comcast.net [68.86.166.117]
 11  be-3312-pe12.1950stemmons.tx.ibone.comcast.net [96.110.34.106]
 12  66.208.216.198
 13  ae1-br02-eqda6.as57976.net [137.221.74.35]
 14  et-0-0-2-br02-swlv10.as57976.net [137.221.65.67]
 15  et-0-0-1-pe04-swlv10.cs57976.net [137.221.83.95]
 16  las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
 17  137.221.105.17
 18  137.221.106.88

Computing statistics for 450 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           User-PC [192.168.1.2]
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  CAX30 [192.168.1.1]
                                0/ 100 =  0%   |
  2    8ms     3/ 100 =  3%     3/ 100 =  3%  cm-1-acr01.fortcollins.co.denver.comcast.net [96.120.13.137]
                                0/ 100 =  0%   |
  3    9ms     2/ 100 =  2%     2/ 100 =  2%  ae-151-1203-rur01.fortcollins.co.denver.comcast.net [96.108.138.125]
                                0/ 100 =  0%   |
  4    7ms     1/ 100 =  1%     1/ 100 =  1%  ae-33-ar01.denver.co.denver.comcast.net [68.86.103.37]
                                0/ 100 =  0%   |
  5    9ms     4/ 100 =  4%     4/ 100 =  4%  96.216.22.245
                                0/ 100 =  0%   |
  6   13ms     4/ 100 =  4%     4/ 100 =  4%  ae-501-ar01.denver.co.denver.comcast.net [96.216.22.130]
                                0/ 100 =  0%   |
  7    9ms     1/ 100 =  1%     1/ 100 =  1%  be-36041-cs04.1601milehigh.co.ibone.comcast.net [96.110.43.253]
                                0/ 100 =  0%   |
  8    9ms     1/ 100 =  1%     1/ 100 =  1%  be-1412-cr12.1601milehigh.co.ibone.comcast.net [96.110.39.94]
                                0/ 100 =  0%   |
  9   23ms     1/ 100 =  1%     1/ 100 =  1%  be-301-cr12.dallas.tx.ibone.comcast.net [96.110.38.98]
                                0/ 100 =  0%   |
 10   23ms     2/ 100 =  2%     2/ 100 =  2%  be-1312-cs03.dallas.tx.ibone.comcast.net [68.86.166.117]
                                0/ 100 =  0%   |
 11   24ms     1/ 100 =  1%     1/ 100 =  1%  be-3312-pe12.1950stemmons.tx.ibone.comcast.net [96.110.34.106]
                                0/ 100 =  0%   |
 12   27ms     5/ 100 =  5%     5/ 100 =  5%  66.208.216.198
                                0/ 100 =  0%   |
 13   39ms     0/ 100 =  0%     0/ 100 =  0%  ae1-br02-eqda6.as57976.net [137.221.74.35]
                                2/ 100 =  2%   |
 14   52ms     2/ 100 =  2%     0/ 100 =  0%  et-0-0-2-br02-swlv10.as57976.net [137.221.65.67]
                                0/ 100 =  0%   |
 15   48ms     4/ 100 =  4%     2/ 100 =  2%  et-0-0-1-pe04-swlv10.cs57976.net [137.221.83.95]
                                0/ 100 =  0%   |
 16  ---     100/ 100 =100%    98/ 100 = 98%  las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
                                0/ 100 =  0%   |
 17   48ms     2/ 100 =  2%     0/ 100 =  0%  137.221.105.17
                                1/ 100 =  1%   |
 18   47ms     3/ 100 =  3%     0/ 100 =  0%  137.221.106.88

Trace complete.
 
TRACEROUTE:
traceroute to 71.56.235.240 (71.56.235.240), 15 hops max, 60 byte packets
 1  24.105.63.66 (24.105.63.66)  0.698 ms  1.978 ms  1.980 ms
 2  24.105.62.146 (24.105.62.146)  0.749 ms  0.760 ms  0.841 ms
 3  137.221.66.12 (137.221.66.12)  1.921 ms  1.918 ms  1.914 ms
 4  137.221.69.56 (137.221.69.56)  1053.107 ms  1053.128 ms  1053.129 ms
 5  137.221.69.34 (137.221.69.34)  1.892 ms  2.429 ms  2.434 ms
 6  be-128-pe11.350ecermak.il.ibone.comcast.net (75.149.230.45)  2.559 ms  2.558 ms  2.547 ms
 7  be-2111-cs01.350ecermak.il.ibone.comcast.net (96.110.33.193)  2.007 ms  2.018 ms  2.001 ms
 8  be-1111-cr11.350ecermak.il.ibone.comcast.net (96.110.35.2)  2.908 ms  2.750 ms  2.737 ms
 9  be-304-cr11.1601milehigh.co.ibone.comcast.net (96.110.37.158)  29.911 ms  29.943 ms  29.957 ms
10  be-1411-cs04.1601milehigh.co.ibone.comcast.net (96.110.39.77)  29.930 ms  29.927 ms  29.929 ms
11  96.110.43.254 (96.110.43.254)  33.658 ms  33.663 ms  33.656 ms
12  be-501-arsc1.denver.co.denver.comcast.net (96.216.22.129)  30.133 ms  30.316 ms  29.635 ms
13  96.216.22.246 (96.216.22.246)  30.553 ms  30.557 ms  30.538 ms
14  ae-1-rur01.fortcollins.co.denver.comcast.net (68.86.103.38)  31.127 ms  31.133 ms  31.127 ms
15  lag-1-1-acr01.fortcollins.co.denver.comcast.net (96.108.138.126)  30.637 ms  30.624 ms  30.572 ms


08/07/2022 20:09:30 UTC
--------------------

PING:
PING 71.56.235.240 (71.56.235.240) 56(84) bytes of data.

--- 71.56.235.240 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3006ms



08/07/2022 20:09:30 UTC
--------------------

MTR:
Start: Fri Jul  8 20:09:30 2022
HOST: ord1b-admin-looking-glass-back01                Loss%   Snt   Last   Avg  Best  Wrst StDev
  1.|-- 24.105.63.82                                     0.0%    10    0.8   1.2   0.5   5.0   1.2
  2.|-- 24.105.62.150                                    0.0%    10    0.7   0.9   0.6   1.2   0.0
  3.|-- 137.221.66.14                                    0.0%    10    1.1   1.1   0.8   1.2   0.0
  4.|-- 137.221.69.78                                    0.0%    10  665.8 576.3  66.7 992.5 313.4
  5.|-- 137.221.69.34                                    0.0%    10    2.2   8.3   1.4  50.3  15.3
  6.|-- be-128-pe11.350ecermak.il.ibone.comcast.net     10.0%    10    1.5   1.7   1.4   2.3   0.0
  7.|-- be-2311-cs03.350ecermak.il.ibone.comcast.net     0.0%    10    1.2   1.4   1.2   1.8   0.0
  8.|-- be-1311-cr11.350ecermak.il.ibone.comcast.net     0.0%    10    2.1   2.2   1.9   2.5   0.0
  9.|-- be-301-cr11.1601milehigh.co.ibone.comcast.net    0.0%    10   30.1  29.7  29.4  30.1   0.0
 10.|-- be-1411-cs04.1601milehigh.co.ibone.comcast.net   0.0%    10   30.1  29.6  29.3  30.1   0.0
 11.|-- 96.110.43.254                                    0.0%    10   32.3  34.8  28.7  60.1   9.4
 12.|-- be-501-arsc1.denver.co.denver.comcast.net        0.0%    10   29.3  29.4  29.3  29.7   0.0
 13.|-- 96.216.22.246                                    0.0%    10   30.2  30.3  30.1  31.1   0.0
 14.|-- ae-1-rur01.fortcollins.co.denver.comcast.net     0.0%    10   31.3  31.6  31.2  34.2   0.9
 15.|-- lag-1-1-acr01.fortcollins.co.denver.comcast.net  0.0%    10   30.7  30.7  30.6  30.8   0.0
 16.|-- ???                                             100.0    10    0.0   0.0   0.0   0.0   0.0


08/07/2022 20:09:30 UTC
--------------------
2

Hello, I thought I was going crazy but then I stumbled upon your post. I believe I’m having the exact same issue. Lose all internet and have to restart the router/modem. This only began happened to us when we started playing D2R

3

Hey there,

A WinMTR Measures the connection from your System to the specified destination. Hops go in order from your system to us in this case.

Hop 1 is your PC to modem. (The CAX30)

It appears normal, 375 packets sent, 375 responses received, avg latency below 1ms.

The second hop is your modem to your ISP. Typically the neighborhood node.

It shows 6% data loss. Every hop after this shows that same data loss. That indicates an issue with the Modem or the ISP.

If your entire network drops while attempting to connect to or play on a specific service then there is likely a problem with the network. the specific connection just happens to be tripping over it.

I am going to offer what I can but if the issue is past the modem, these steps will have no effect on that and you will need to work with your ISP for further troubleshooting.

Try doing an extended power cycle on your system. Turn off all devices including the modem. Wait 30 minutes, turn on the modem, wait 5 minutes, turn on any network devices, wait 2 minutes, turn on your computer and try the game.

You can try switching your DNS settings to use a free public DNS servers instead of your ISPs Servers:

We do not have individual steps for specific modems or routers so if you need assistance accessing or updating the devices, contact the device maker/provider.

Sometimes firewall or routing software/hardware will have some advanced settings to prioritize and manage types of network traffic. Normally that is not an issue but we have seen situations where it can interfere with the delivery of the data for our games/voice chat.

Let’s try turning off these features:

QoS
SIP ALG
RoG (ASUS Routers Only)
Security firewalls (Some ISP provided modems)

Not all devices will have these options and the steps for turning these functions off will be different depending on the make/model/software version of the devices and programs involved. If necessary look at the documentation for your security and routing products to find out how to turn these options off.

In some cases there is a corrupt or misconfigured setting within the router or modem. We cannot say what that might be offhand but the easiest way to resolve these conflicts would be to factory reset the router and/or modem.

You may need to look up your specific model for the steps on how to do this and in some rare cases you may need to have this done by the ISP. Feel free to reach out to them for assistance if necessary.

4

Thank you for the support, Kershew! I tried most of the things you mentioned. Eventually ended up in several long conversations with my ISP (comcast) and got a technician out to look. There were several problems between my modem and their cable box. It was strange that diablo 2 resurrected was exacerbating the problem. After 3-4 weeks of ONLY d2r and battlenet launcher causing the internet to crash, it began happening randomly. Then it began happening more often. Then the TV started causing the same issues. Thanks again for trying to help, it was apparently out of your hands.

@Justice There was a weather damaged signal attenuator on our line. Unsure if that was the only problem affecting d2r. Also the phone technician for comcast didn’t set my modem as the active modem on the account so that made even more problems.

5

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