Constant disconnects

Technical Support
1

no issues with my internet, never have trouble. tested with pinging google dns, been running for about 30 min without a dropped packet.

Restarted my modem/router, rebooted PC. Not sure what else i can do. after disconnect, i can see the screen as if i left game but im at my character screen like im still in the party.

after a while i get error 1016 or something like that.

2

Hey there,

Can you run a WinMTR and post the results?

  1. Download WinMTR
  2. Right-click on the downloaded .zip folder and select “Extract All”, to extract the files to a new folder.
  3. Open the new folder that was created, then open the WinMTR_x32 folder.
  4. Right-click on the WinMTR application and select “Run as administrator”.
  5. Type the IP address 24.105.30.129 in the “Host” field.
  6. Click on “Start” and then launch the game. Allow the test to run for at least 10 minutes. Click on “Stop” when you’re done playing after you have experienced the latency or connection issue.
  7. Click on “Export TEXT” to save the results as a text document, then post the results.
1 Like
3

|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 0 1085 1085 0 0 1 0
No response from host - 100 217 0 0 0 0 0
67.59.250.225 - 0 1084 1084 6 10 173 9
ool-4353fa14.dyn.optonline\net - 0 1084 1084 8 13 173 12
64.15.6.20 - 0 1084 1084 8 13 178 9
64.15.0.65 - 0 1084 1084 10 14 175 14
4.35.80.5 - 35 453 295 0 14 123 11
4.69.142.178 - 100 219 2 0 44 55 33
BLIZZARD-EN.ear7.Chicago2.Level3\net - 0 1084 1084 28 37 241 84
ae1-br01-eqch2.as57976\net - 1 1077 1075 72 96 306 91
137.221.65.132 - 1 1069 1065 73 102 287 125
et-0-0-2-br01-eqla1.as57976\net - 1 1077 1075 74 106 410 91
137.221.68.83 - 1 1077 1075 74 103 381 133
24.105.30.129 - 1 1081 1080 72 86 165 80
________________________________________________ ______ ______ ______ ______ ______ ______

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Had to change the “.net” to “/net” cause it says you can’t post links

4

Thanks for the WinMTR. :slight_smile:

The test doesn’t look too bad, but it’s difficult to say exactly what is causing the disconnects. It could be issues between the ISP network and the D3 servers.

Are you able to try connecting through a mobile hotspot (using mobile data) or use a VPN connection temporarily? If you can, this would help narrow things down to see if the issue is occurring in the path (mobile or VPN would change the path you take to the server).

You’re also welcome to submit a ticket and include your MSINFO file so our support team can take a look at that to see if there’s anything obvious that might be causing the disconnects.

1 Like
5

I have zero issues with my internet as stated before.

My son plays fortnite non stop on his Xbox(wifi) with zero interruption.

My PC is hardwired, right next to cable modem and router.

I have done a constant ping test to Google DNS while playing, and I never drop a packet, nor have more that 25ms response.

Don’t have an issue with other online games on this PC either.

I have done tech support for Verizon FiOS for 5 years. Seems like all the gaming companies blame the ISP, while it can be an issue is rarely is.

This PC doesn’t have a WiFi card.

6

CUinHell,

Part of what I’m seeing in the test above looks like a peering issue with one of the ISPs between you and us, which would explain why you’re not having issues with unrelated games. You take a different path to our servers than others. One of the questions we asked was whether or not a VPN fixes it. Have you tried that yet? If it works, we know the packet loss we’re seeing is legitimate and not just a DDoS protection measure.

1 Like
7

it was working for a while, got disconnected just now. Maybe your servers are overloaded or something. I don’t have a VPN. Used to have a pay one, but didn’t use it enough to justify the cost. The free ones are too slow, so that would most likely make matters worse. Sorry but gonna have to say its on your end. Thank you for the suggestions though. Reading reddit, i am not the only one. Probably should have checked there first.

8

CUinHell,

If you don’t want to troubleshoot any further, I can respect that. There’s not a lot else we can do here for you, though, and we aren’t aware of any server level issues. Your test starts getting mangled halfway through it, which is why I bring this up. The VPN could cause you to work around the congestion I see, which is why I recommend it.

If you decide you want to test one of those free VPNs, or maybe even testing with a mobile tether with your phone, that could at least confirm whether or not what I’m seeing here is accurate. Otherwise, best of luck whatever you choose to do here, and let us know if we can help with any other tech issues.

1 Like
9

|------------------------------------------------------------------------------------------|
| WinMTR statistics |

Host - % Sent Recv Best Avrg Wrst Last
110.159.77.254 - 0 552 552 4 8 117 5
10.55.49.59 - 2 516 507 288 294 531 294
10.55.100.122 - 3 508 497 289 295 532 300
10.55.192.125 - 0 552 552 289 294 531 291
10.55.192.108 - 2 516 507 263 267 453 265
10.55.192.126 - 3 508 497 288 293 531 296
198.32.243.224 - 2 516 507 290 298 562 294
137.221.76.35 - 3 508 497 270 276 534 273
xe-0-0-1-1-br01-eqda6.as57976/net - 2 512 502 271 278 462 273
et-0-0-2-br02-swlv10.as57976/net - 3 508 497 270 277 465 314
137.221.65.122 - 2 512 502 275 285 531 277
et-0-0-2-br01-eqla1.as57976/net - 3 504 492 263 277 463 300
137.221.68.83 - 2 516 507 270 277 540 272
24.105.30.129 - 2 512 502 271 276 463 273
________________________________________________ ______ ______ ______ ______ ______ ______

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

*disconnect from server 5 time in 30 minutes !

10

This thread have been idled for 19 days. You should create your own thread.

Back to your report. You have data packet losses (2-3%) and very high latency (~300ms) since hop 2.

As 10.55.*.* are local network, you should check your network devices. Try power-cycling them.

If they are provided by your ISP, ask them to investigate and resolve the issue.

11

Same problem in Brazil. Have already created a thread with no response for 7 days.

12

Checking this out, there appears to be some minor stability within the home network. Typically average latency between a computer and router should be between 0 and 1. An average of 8 suggests unstable wifi or faulty hardware.

Though, that’s not the major problem here. I wouldn’t even expect anyone to notice such a minor issue with the wifi. The problem happens after the data leaves the router and goes to the ISP network. The average latency is already 294+ after it leaves your home. Everything after that is normal so this is a pretty isolated problem.

My advice would be to run a wired connection just in case, and do a factory reset on the modem/router. If there is still a problem after that please be sure to contact the internet service provider to report the issue. Let them know there is packet loss and unstable latency after the data leaves your home network. Provide them with this winMTR test if possible so they can better understand the issue.

I do hope this info helps. If there’s anything else you might need just let us know.

1 Like