Can't connect to the game

Technical Support
1

I just moved to a new house and can’t connect to any blizzard games, including Hots. I can connect to the launcher fine however. I tried many of the things on the online forms, including reseting/flushing ipconfig, resetting network settings, updating drivers, and settings DNS to google. I noticed when Hots is trying to authenticate, it hangs the internet on my entire computer.

Here are the stats from my WinMTR:

|------------------------------------------------------------------------------------------|

| WinMTR statistics |

| Host - % | Sent | Recv | Best | Avrg | Wrst | Last |

|------------------------------------------------|------|------|------|------|------|------|

| plume.lan - 34 | 21 | 14 | 0 | 116 | 1609 | 1609 |

| 142.254.184.25 - 27 | 23 | 17 | 5 | 333 | 2636 | 1983 |

| agg63.sndhcahr02h.socal.rr - 27 | 23 | 17 | 25 | 370 | 2659 | 2259 |

| agg31.sndhcaax02r.socal.rr - 27 | 23 | 17 | 13 | 339 | 2643 | 1985 |

| agg22.tustcaft01r.socal.rr - 27 | 23 | 17 | 15 | 340 | 2642 | 1984 |

|bu-ether26.tustca4200w-bcr00.tbone.rr - 27 | 23 | 17 | 21 | 345 | 2659 | 1972 |

| 66.109.5.241 - 27 | 23 | 17 | 16 | 341 | 2642 | 1984 |

| 66.109.9.161 - 27 | 23 | 17 | 17 | 347 | 2644 | 1984 |

| ae1-br01-eqla1.as57976 - 27 | 23 | 17 | 45 | 489 | 2659 | 2078 |

| 137.221.68.79 - 27 | 23 | 17 | 17 | 345 | 2643 | 1983 |

| lax-eqla1-ia-bons-02.as57976 - 27 | 23 | 17 | 18 | 341 | 2643 | 1986 |

| 24.105.30.129 - 27 | 23 | 17 | 17 | 341 | 2643 | 1986 |

|____________|||||||

WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
Removed the endings of the connections (.com, .net) as they were being read as links.

Any help would be appreciated.

2

Hey, Jyoonits! Thank you for including the WinMTR test here! The connection on the home network here is looking pretty badly here:

There s 34% packet loss, the test appears to have been ran fairly shortly at around a minute long possible. The average latency on the home network is abnormally high at 116ms , and spiking at the worst at 1609.

In this situation, the concern is pointing to the router/modem. If you have a separate router and modem, could you try bypassing the router and connecting directing to the modem to test?

Are you currently wired or wireless? If wireless, do you have the option to try a wired connection? If not, see if your connection supports dual mang 2.4Ghz and 5Ghz. If the 5Ghz network (or vice versa) is available, try switching the band frequency.

With the home network and connection consistently seeing at least a 27% packet loss, this may need to be referred to the internet provider to have them take a look at whats going on near the home network. As some possible workarounds, try an alternative connection or VPN.

3

Hi! Thanks for the response. I think it’s definitely a router issue, as I tried with my mobile hotspot and it worked. The strange part is, my housemate is using the same motherboard w/ onboard wifi as me, and sits right next to me, but is able to connect and play fine with an average of 20-50 ping. I can test with an ethernet cable but I’ll have to go buy a longer one I can’t reach my computer with my current one. Do you have any other ideas by chance?

Thanks for your help

4

Thank you for those details, Jyoonits! With this seeming to be some sort of system specific and home network issue, it’s a bit hard to say. I have a few recommendations that might help.

Firstly, let’s try manually resetting the network protocols on the system.

  1. Right click on your Windows Start Menu, and select “Command Prompt (Admin)” or just search for Command Prompt and right click, run as administrator.
  2. Now type in or copy and paste, “netsh int ip reset” Press Enter.
  3. Then do the same for “netsh winsock reset”

Once it’s complete, you’ll need to restart the computer to complete the reset.

Have you tried checking your network adapter’s drivers to see if it may help? If there another wireless network adapter you could try?

Other than this, let’s try focusing on some router settings. There’s settings within the router/modem that helps mitigate or prioritize the home network traffic, so one device or connection type could have priority over another that can cause packet (data) loss or latency spikes, resulting in a disconnection.

Check for the following settings in the router and disable any that are enabled:

  • QoS (Quality of Service)
  • WMM (Wireless Multimedia)
  • UPnP (Universal Plug and Play)

The settings for these can vary from depending on the device model. It’s not something that we help with directly because the settings and locations can vary. The router manufacturer or Internet Service Provider (if the router/modem was provided by them) can help look for these settings.