Constant Disconnections - RI / MA area - Still ongoing

Hello. I am frequently getting disconnected from Hearthstone. Interrupted games, mostly, and then reconnections. But sometimes my game gets shut down due to disconnection.

Here are some diagnostics. Does this look normal?

TRACEROUTE:
traceroute to {edited for privacy} ({edited for privacy}), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.296 ms 0.297 ms 0.298 ms
2 24.105.18.131 (24.105.18.131) 1.189 ms 1.200 ms 1.203 ms
3 137.221.105.12 (137.221.105.12) 0.552 ms 0.685 ms 0.831 ms
4 137.221.66.16 (137.221.66.16) 0.796 ms 0.811 ms 0.827 ms
5 137.221.83.66 (137.221.83.66) 4.915 ms 4.937 ms 5.157 ms
6 137.221.65.68 (137.221.65.68) 5.885 ms 5.780 ms 5.803 ms
7 137.221.68.32 (137.221.68.32) 5.969 ms 6.018 ms 6.028 ms
8 xe-9-3-0.edge2.LosAngeles9.Level3. (4.53.230.237) 5.412 ms 5.512 ms 5.523 ms
9 * * *
10 Verizon-level3-50G.LosAngeles1.Level3. (4.68.62.170) 5.506 ms 5.548 ms 5.527 ms
11 ae203-0.PRVDRI-VFTTP-316.verizon-gni. (100.41.212.235) 69.104 ms 69.111 ms 69.015 ms
12 pool-{edited for privacy}.prvdri.fios.verizon. ({edited for privacy}) 67.434 ms 67.509 ms 67.405 ms

15/06/2019 10:40:38 UTC

PING:
PING {edited for privacy} ({edited for privacy}) 56(84) bytes of data.
64 bytes from {edited for privacy}: icmp_seq=1 ttl=49 time=69.5 ms
64 bytes from {edited for privacy}: icmp_seq=2 ttl=49 time=67.9 ms
64 bytes from {edited for privacy}: icmp_seq=3 ttl=49 time=66.5 ms
64 bytes from {edited for privacy}: icmp_seq=4 ttl=49 time=68.5 ms

— {edited for privacy} ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2997ms
rtt min/avg/max/mdev = 66.527/68.153/69.552/1.141 ms

15/06/2019 10:40:38 UTC

MTR:
Start: Sat Jun 15 10:40:38 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.4 0.3 1.1 0.0
2.|-- 24.105.18.131 0.0% 10 2.6 1.9 0.5 9.8 2.9
3.|-- 137.221.105.12 0.0% 10 0.6 0.6 0.5 0.8 0.0
4.|-- 137.221.66.16 0.0% 10 0.7 1.3 0.5 5.9 1.6
5.|-- 137.221.83.66 0.0% 10 4.9 6.3 1.9 19.7 5.1
6.|-- 137.221.65.68 0.0% 10 6.1 10.3 5.7 42.9 11.6
7.|-- 137.221.68.32 0.0% 10 5.7 5.6 5.5 5.8 0.0
8.|-- xe-9-3-0.edge2.LosAngeles9.Level3. 0.0% 10 6.8 5.6 5.4 6.8 0.3
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10.|-- Verizon-level3-50G.LosAngeles1.Level3. 0.0% 10 6.0 7.0 5.5 13.5 2.5
11.|-- ae203-0.PRVDRI-VFTTP-316.verizon-gni. 0.0% 10 69.2 69.3 69.1 69.9 0.0
12.|-- pool-{edited for privacy}.prvdri.fios.verizon. 0.0% 10 68.4 68.1 67.5 69.3 0.3

15/06/2019 10:40:38 UTC

It looks like you didn’t hit disconnect time. Run MTR longer to see what is happening when you get disconnected.

It seems to always be that level 3. And this happens to me with anything Blizzard. Otherwise, I have a very good, stable connection. :frowning: Also, after doing more digging, there is a history of RI and MA users disconnecting with Blizz (threads in WoW forum and HOTS) Here’s another MTR – I think this has what you need?

TRACEROUTE:
traceroute to {edited for privacy} ({edited for privacy}), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.296 ms 0.297 ms 0.298 ms
2 24.105.18.131 (24.105.18.131) 1.189 ms 1.200 ms 1.203 ms
3 137.221.105.12 (137.221.105.12) 0.552 ms 0.685 ms 0.831 ms
4 137.221.66.16 (137.221.66.16) 0.796 ms 0.811 ms 0.827 ms
5 137.221.83.66 (137.221.83.66) 4.915 ms 4.937 ms 5.157 ms
6 137.221.65.68 (137.221.65.68) 5.885 ms 5.780 ms 5.803 ms
7 137.221.68.32 (137.221.68.32) 5.969 ms 6.018 ms 6.028 ms
8 xe-9-3-0.edge2.LosAngeles9.Level3. (4.53.230.237) 5.412 ms 5.512 ms 5.523 ms
9 * * *
10 Verizon-level3-50G.LosAngeles1.Level3. (4.68.62.170) 5.506 ms 5.548 ms 5.527 ms
11 ae203-0.PRVDRI-VFTTP-316.verizon-gni. (100.41.212.235) 69.104 ms 69.111 ms 69.015 ms
12 pool-{edited for privacy}.prvdri.fios.verizon. ({edited for privacy}) 67.434 ms 67.509 ms 67.405 ms

15/06/2019 10:40:38 UTC

PING:
PING {edited for privacy} ({edited for privacy}) 56(84) bytes of data.
64 bytes from {edited for privacy}: icmp_seq=1 ttl=49 time=69.5 ms
64 bytes from {edited for privacy}: icmp_seq=2 ttl=49 time=67.9 ms
64 bytes from {edited for privacy}: icmp_seq=3 ttl=49 time=66.5 ms
64 bytes from {edited for privacy}: icmp_seq=4 ttl=49 time=68.5 ms

— {edited for privacy} ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2997ms
rtt min/avg/max/mdev = 66.527/68.153/69.552/1.141 ms

15/06/2019 10:40:38 UTC

MTR:
Start: Sat Jun 15 10:40:38 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.4 0.3 1.1 0.0
2.|-- 24.105.18.131 0.0% 10 2.6 1.9 0.5 9.8 2.9
3.|-- 137.221.105.12 0.0% 10 0.6 0.6 0.5 0.8 0.0
4.|-- 137.221.66.16 0.0% 10 0.7 1.3 0.5 5.9 1.6
5.|-- 137.221.83.66 0.0% 10 4.9 6.3 1.9 19.7 5.1
6.|-- 137.221.65.68 0.0% 10 6.1 10.3 5.7 42.9 11.6
7.|-- 137.221.68.32 0.0% 10 5.7 5.6 5.5 5.8 0.0
8.|-- xe-9-3-0.edge2.LosAngeles9.Level3. 0.0% 10 6.8 5.6 5.4 6.8 0.3
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10.|-- Verizon-level3-50G.LosAngeles1.Level3. 0.0% 10 6.0 7.0 5.5 13.5 2.5
11.|-- ae203-0.PRVDRI-VFTTP-316.verizon-gni. 0.0% 10 69.2 69.3 69.1 69.9 0.0
12.|-- pool-{edited for privacy}.prvdri.fios.verizon. 0.0% 10 68.4 68.1 67.5 69.3 0.3

15/06/2019 10:40:38 UTC

Have you tried disabling “use browser hardware acceleration when available” under game settings > General > advanced settings? This fixed all hearthstone lag & disconnects for me.

Yes, I did try that, Thunder. Thank you for the suggestion though. :slight_smile:

I’m hoping a blue might look at this. I don’t think it’s anything I can fix on my end. :frowning:

The Looking Glass tests are fine, latency/ping and packet loss are all normal. The * are usually not a concern if it shows it for all 3, since these are generally just firewall/security. This test only gathers data from our servers to the computer, rather than the computer to the servers to give us the full picture of the issue.

How often do the disconnections occur? Would you be able to provide a WinMTR test while running the game until a disconnection occurs? Preferably, in a solo adventure or normal match that you’re not too concerned with.

As a note, the internet provider you’re currently on is working on IPv6 backbone peering networks which may not work with the WinMTR test since this only supports IPv4.

If the WinMTR test only shows 2-3 hops on the WinMTR test, feel free to post in case it may give us any useful information! If this does occur though, it’s recommended to try a different network like a mobile hotspot.