Connection Issue

[xelynruk-1901]

Hi all,

Please see the updated logs below, and let me know if there are any suggestions. I’m having an issue with intermittent but consistent lag while playing Heroes of the Storm that started on 25 Mar 2021. I have noticed that I don’t seem to get a game on the Western US server, and all of my games since the issue started have been on the Central US server. Ping in game is variable, but seems to be between 100 and 250 ms during the lag.

This issue was observed by other users in a reddit post, and there’s a similar merged thread on these Blizzard forums. I play from the west coast, and I’m not sure where the other players with this issue are from, but there may be some relation.

https://www.reddit.com/r/heroesofthestorm/comments/l2prmy/blizzard_please_fix_your_routing/

East Coast Traffic Routed to Europe

Why is my traffic consistently being routed to the Netherlands? I see a lag spike about once every game. I’m surprised I can play at all based on the findings of your battle.net looking glass tool below. Please advise. 6.|-- 137.221.65.68 90.0% 10 13847 13847 13847 13847 0.0

TRACEROUTE:
traceroute to (IP), 15 hops max, 60 byte packets
1 Blizzard Blizzard 1.026 ms 2.130 ms 2.136 ms
2 24.105.18.2 (24.105.18.2) 4.032 ms 4.043 ms 4.043 ms
3 137.221.105.10 (137.221.105.10) 2.113 ms 2.112 ms 2.111 ms
4 137.221.66.20 (137.221.66.20) 3.499 ms 3.506 ms 3.507 ms
5 137.221.83.84 (137.221.83.84) 118.286 ms 118.294 ms 118.671
6 * * *
7 137.221.65.1 (137.221.65.1) 30.388 ms 30.400 ms 30.513 ms
8 137.221.65.7 (137.221.65.7) 30.559 ms 30.558 ms 30.557 ms
9 137.221.65.116 (137.221.65.116) 30.512 ms 30.377 ms 30.372
10 137.221.65.41 (137.221.65.41) 30.175 ms 29.889 ms 30.166 ms
11 137.221.73.32 (137.221.73.32) 30.577 ms 30.601 ms 30.596 ms
12 (ISP) 30.840 ms 30.837 ms 30.783 ms
13 (ISP) 36.716 ms 36.996 ms 37.906 ms
14 * * *
15 * * *

28/03/2021 23:22:02 UTC

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

— (IP) ping statistics —
4 packets transmitted, 0 received, 100% packet loss, time 3000ms

28/03/2021 23:22:02 UTC

MTR:
Start: Sun Mar 28 23:22:02 2021 Blizzard
1.|-- Blizzard 0.0% 10 0.4 1.8 0.3 14.8 4.5
2.|-- 24.105.18.130 0.0% 10 0.7 5.3 0.6 16.9 6.3
3.|-- 137.221.105.14 0.0% 10 0.9 1.0 0.8 1.2 0.0
4.|-- 137.221.66.18 0.0% 10 57.9 6.5 0.5 57.9 18.1
5.|-- 137.221.83.82 0.0% 10 1368. 728.1 72.0 1368. 425.7
6.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
7.|-- 137.221.65.1 0.0% 10 37.8 40.5 30.1 110.8 25.2
8.|-- 137.221.65.7 0.0% 10 32.8 31.6 30.0 37.8 2.6
9.|-- 137.221.65.116 0.0% 10 30.1 39.8 30.0 126.7 30.5
10.|-- 137.221.65.41 0.0% 10 30.1 32.4 30.1 52.9 7.2
11.|-- 137.221.73.32 0.0% 10 33.4 31.0 30.1 34.3 1.5
12.|-- (ISP) 0.0% 10 30.8 31.0 30.5 32.9 0.5
13.|-- (ISP) 0.0% 10 36.9 37.0 36.9 37.6 0.0
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

28/03/2021 23:22:02 UTC

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

Host - %	Sent	Recv	Best	Avrg	Wrst	Last
(IP) - 1	1029	1027	0	0	21	0
(node) - 10	752	677	6	10	25	11
(ISP) - 11	748	672	7	11	26	8
(ISP) - 10	752	677	14	18	34	20
six.blizzardonline. - 10	752	677	13	23	104	23
ae1-br02-eqse2.as57976. - 10	752	677	62	72	178	68
No response from host - 100	210	0	0	0	0	0
et-0-0-1-pe02-eqch2.as57976. - 10	752	677	62	69	188	119
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
No response from host - 100	210	0	0	0	0	0
________________________________________________	______	______	______	______	______	______

Thank you

[Jambrix]

Hey there,

Timeouts like this are a non-issue due to that router being configured to drop ICMP packets (the ones used for connection tests). If the connection was not getting through then the test would end there, but we can see that it continues in later hops.

What kind of issues are you experiencing in-game? Can’t connect at all? High latency? Disconnections?

If you can run a WinMTR as well those usually provide a better sample of data because you can run it over a longer period of time.

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 WinMTR-v092 folder that was created, then open the WinMTR_x64 folder.
4. Right-click on the WinMTR application and select “Run as administrator”.
5. Type the server IP 24.105.62.129 in the “Host” field. Click “Start” to begin the test.
6. Launch the game and join a match. Allow the test to run for the full duration of the match, then click on “Stop” when you’re done playing.
7. Click on “Copy Text to Clipboard”, paste the results here, then highlight everything and hit the </> button in the posting section so it will allow links.

[xelynruk-1901]

Hi Jambrix, I just updated the post to include WinMTR data and some additional description of the issue.

[Jambrix]

@xelynruk-1901

|(IP) - 1|1029|1027|0|0|21|0|
|(node) - 10 |752|677|6|10|25|11|
|(ISP) - 11 |748|672|7|11|26|8|
|(ISP) - 10 |752|677|14|18|34|20|

Looks like the WinMTR is showing issues starting here on the 2nd node. The connection between PC and router looks great, but when the connection jumps from router to the 2nd node it starts dropping packets. If the test is accurate and the 2nd node isn’t configured to drop ICMP then there may be an issue in that part of the connection that surfaced on the 25th like you mentioned.

The reddit thread from 2 months ago that was linked is unrelated to what you’re experiencing though. There is inaccurate information in that reddit thread as well.

I would recommend contacting the ISP so they can have a technician test the connection from their central office to your router and see if the instability shows up. They may need to send someone out to check for line issues or check their devices outside / down the street in case something happened on the 24th/25th beyond your home network.

Hope that helps!

[xelynruk-1901]

Thanks for the feedback.