Constant disconnects - Heroes of the Storm

Technical Support
1

Okay, im at a bit of a loss here.

I have Xfinity 1gbps service, and am connected via ethernet.

My game constantly disconnects resulting in leaver status, rank drops, and extreme frustration.

Things I have tried

  • DIfferent router
  • new modem
  • new router
  • new ethernet
  • wifi instead of ethernet
  • reboot router
  • reboot modem
  • get xfinity’s preferred modem.
  • Update graphics drivers
  • update network drivers
  • reinstall windows
  • reinstall battle.net
  • reinstall HOTS
  • disable QOS

None of this has resolved my issue. I feel so sad that I cannot play this game anymore.

This happens every 15 minutes or so. (sometimes in Draft) Game goes to reconnect mode, it never reconnects.

IP: 73.71.15.106
Xfinity 1gbps

Pathping:

Tracing route to 24.105.30.129 over a maximum of 30 hops

  0  DESKTOP-HFK0PHU.hsd1.ca.comcast.net [10.0.0.183] 
  1  10.0.0.1 
  2  96.120.90.109 
  3  po-305-1239-rur01.fairfield.ca.sfba.comcast.net [96.108.161.17] 
  4  be-203-rar01.rohnertpr.ca.sfba.comcast.net [68.85.57.97] 
  5  be-297-ar01.santaclara.ca.sfba.comcast.net [96.108.99.13] 
  6  be-33651-cr02.sunnyvale.ca.ibone.comcast.net [68.86.90.93] 
  7  be-11025-cr01.9greatoaks.ca.ibone.comcast.net [68.86.87.158] 
  8  be-12544-pe01.9greatoaks.ca.ibone.comcast.net [68.86.87.150] 
  9  66.208.216.238 
 10  ae1-br02-eqsv5.as57976.net [137.221.70.35] 
 11  xe-0-0-1-1-br02-eqla1.as57976.net [137.221.65.6] 
 12  be2-pe02-eqla1.as57976.net [137.221.68.73] 
 13  24.105.30.129 

Computing statistics for 325 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           DESKTOP-HFK0PHU.hsd1.ca.comcast.net [10.0.0.183] 
                                0/ 100 =  0%   |
  1    0ms     0/ 100 =  0%     0/ 100 =  0%  10.0.0.1 
                                0/ 100 =  0%   |
  2   11ms     0/ 100 =  0%     0/ 100 =  0%  96.120.90.109 
                                0/ 100 =  0%   |
  3   11ms     0/ 100 =  0%     0/ 100 =  0%  po-305-1239-rur01.fairfield.ca.sfba.comcast.net [96.108.161.17] 
                                0/ 100 =  0%   |
  4   13ms     2/ 100 =  2%     2/ 100 =  2%  be-203-rar01.rohnertpr.ca.sfba.comcast.net [68.85.57.97] 
                                0/ 100 =  0%   |
  5   14ms     1/ 100 =  1%     1/ 100 =  1%  be-297-ar01.santaclara.ca.sfba.comcast.net [96.108.99.13] 
                                0/ 100 =  0%   |
  6   17ms     0/ 100 =  0%     0/ 100 =  0%  be-33651-cr02.sunnyvale.ca.ibone.comcast.net [68.86.90.93] 
                                0/ 100 =  0%   |
  7   17ms     1/ 100 =  1%     1/ 100 =  1%  be-11025-cr01.9greatoaks.ca.ibone.comcast.net [68.86.87.158] 
                                0/ 100 =  0%   |
  8   15ms     2/ 100 =  2%     2/ 100 =  2%  be-12544-pe01.9greatoaks.ca.ibone.comcast.net [68.86.87.150] 
                                0/ 100 =  0%   |
  9   20ms     0/ 100 =  0%     0/ 100 =  0%  66.208.216.238 
                                0/ 100 =  0%   |
 10   17ms     0/ 100 =  0%     0/ 100 =  0%  ae1-br02-eqsv5.as57976.net [137.221.70.35] 
                                0/ 100 =  0%   |
 11   31ms     0/ 100 =  0%     0/ 100 =  0%  xe-0-0-1-1-br02-eqla1.as57976.net [137.221.65.6] 
                                0/ 100 =  0%   |
 12   23ms     1/ 100 =  1%     1/ 100 =  1%  be2-pe02-eqla1.as57976.net [137.221.68.73] 
                                0/ 100 =  0%   |
 13   23ms     0/ 100 =  0%     0/ 100 =  0%  24.105.30.129 

Trace complete.

WINMTR:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                           96.120.90.109 -    0 |  335 |  335 |    8 |   12 |   42 |   11 |
|                           96.120.90.109 -    0 |  335 |  335 |    8 |   12 |   44 |    9 |
|po-305-1239-rur01.fairfield.ca.sfba.comcast.net -    0 |  335 |  335 |    8 |   12 |   54 |   15 |
|be-203-rar01.rohnertpr.ca.sfba.comcast.net -    1 |  332 |  331 |   10 |   13 |   39 |   11 |
|be-297-ar01.santaclara.ca.sfba.comcast.net -    4 |  296 |  286 |   13 |   16 |   70 |   14 |
|be-33651-cr02.sunnyvale.ca.ibone.comcast.net -    2 |  320 |  316 |   13 |   17 |   33 |   15 |
|be-11025-cr01.9greatoaks.ca.ibone.comcast.net -    2 |  316 |  311 |   12 |   17 |   46 |   16 |
|be-12544-pe01.9greatoaks.ca.ibone.comcast.net -    2 |  320 |  316 |   12 |   15 |   30 |   21 |
|                          66.208.216.238 -    4 |  296 |  286 |   12 |   18 |   82 |   14 |
|              ae1-br02-eqsv5.as57976.net -    2 |  316 |  311 |   19 |   24 |   69 |   24 |
|       xe-0-0-1-1-br02-eqla1.as57976.net -    4 |  296 |  286 |   19 |   28 |  113 |   22 |
|              be2-pe02-eqla1.as57976.net -    2 |  312 |  306 |   19 |   22 |   37 |   19 |
|                           24.105.30.129 -    3 |  308 |  301 |   18 |   21 |   36 |   21 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider

Looking glass:

TRACEROUTE:
traceroute to 73.71.15.106 (73.71.15.106), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.232 ms  0.229 ms  0.228 ms
 2  24.105.18.131 (24.105.18.131)  1.092 ms  1.092 ms  1.092 ms
 3  137.221.105.12 (137.221.105.12)  0.824 ms  0.832 ms  0.874 ms
 4  137.221.66.16 (137.221.66.16)  0.622 ms  0.670 ms  0.676 ms
 5  137.221.83.80 (137.221.83.80)  24.721 ms  24.741 ms  24.742 ms
 6  137.221.65.68 (137.221.65.68)  5.678 ms  5.772 ms  5.825 ms
 7  137.221.68.32 (137.221.68.32)  5.897 ms  6.252 ms  6.299 ms
 8  te-0-10-0-1-4-pe01.600wseventh.ca.ibone.comcast.net (23.30.206.153)  5.694 ms  5.769 ms  5.766 ms
 9  be-11545-cr02.losangeles.ca.ibone.comcast.net (68.86.84.233)  6.014 ms  7.624 ms  7.615 ms
10  be-11525-cr01.9greatoaks.ca.ibone.comcast.net (68.86.84.150)  14.668 ms  13.186 ms  12.962 ms
11  be-7922-ar01.hayward.ca.sfba.comcast.net (68.86.94.154)  14.133 ms  14.188 ms  14.251 ms
12  be-397-rar01.fairfield.ca.sfba.comcast.net (96.108.99.10)  20.685 ms  20.642 ms  20.469 ms
13  po-1-rur02.fairfield.ca.sfba.comcast.net (162.151.79.62)  20.278 ms  20.233 ms  18.144 ms
14  lag-2-240-acr07.fairfield.ca.sfba.comcast.net (96.108.161.22)  18.099 ms  16.328 ms  16.372 ms
15  c-73-71-15-106.hsd1.ca.comcast.net (73.71.15.106)  28.501 ms  33.148 ms  38.273 ms


17/02/2020 23:58:18 UTC
--------------------

PING:
PING 73.71.15.106 (73.71.15.106) 56(84) bytes of data.
64 bytes from 73.71.15.106: icmp_seq=1 ttl=48 time=27.3 ms
64 bytes from 73.71.15.106: icmp_seq=2 ttl=48 time=25.3 ms
64 bytes from 73.71.15.106: icmp_seq=3 ttl=48 time=25.9 ms
64 bytes from 73.71.15.106: icmp_seq=4 ttl=48 time=25.9 ms

--- 73.71.15.106 ping statistics ---
4 packets transmitted, 4 received, 0% packet loss, time 2999ms
rtt min/avg/max/mdev = 25.306/26.134/27.366/0.755 ms


17/02/2020 23:58:18 UTC
--------------------

MTR:
Start: Mon Feb 17 23:58:18 2020 Blizzard  1.|-- Blizzard                                        0.0%    10    0.3   0.3   0.2   0.7   0.0
  2.|-- 24.105.18.131                                        0.0%    10    0.6   1.6   0.5   7.4   2.2
  3.|-- 137.221.105.12                                       0.0%    10    0.9   0.9   0.8   1.2   0.0
  4.|-- 137.221.66.16                                        0.0%    10    0.4   0.6   0.4   1.1   0.0
  5.|-- 137.221.83.80                                        0.0%    10    5.9  10.2   5.6  30.1   8.9
  6.|-- 137.221.65.68                                        0.0%    10    6.0   6.5   5.5  10.0   1.2
  7.|-- 137.221.68.32                                        0.0%    10    6.0   9.7   5.9  42.5  11.5
  8.|-- te-0-10-0-1-4-pe01.600wseventh.ca.ibone.comcast.net  0.0%    10    5.7   5.9   5.7   6.6   0.0
  9.|-- be-11545-cr02.losangeles.ca.ibone.comcast.net        0.0%    10    6.2   9.4   6.2  31.5   7.7
 10.|-- be-11525-cr01.9greatoaks.ca.ibone.comcast.net        0.0%    10   15.0  14.4  13.3  15.1   0.3
 11.|-- be-7922-ar01.hayward.ca.sfba.comcast.net             0.0%    10   14.2  14.7  14.1  18.6   1.2
 12.|-- be-397-rar01.fairfield.ca.sfba.comcast.net           0.0%    10   15.8  15.6  15.3  15.8   0.0
 13.|-- po-1-rur02.fairfield.ca.sfba.comcast.net             0.0%    10   16.4  16.4  16.3  16.5   0.0
 14.|-- lag-2-240-acr07.fairfield.ca.sfba.comcast.net        0.0%    10   16.6  16.5  16.4  16.7   0.0
 15.|-- c-73-71-15-106.hsd1.ca.comcast.net                   0.0%    10   25.2  30.3  25.2  34.8   2.6


17/02/2020 23:58:18 UTC
--------------------

Another WinMTR during disconnect.

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                                10.0.0.1 -    0 | 1007 | 1007 |    0 |   12 |   81 |    9 |
|                           96.120.90.109 -    1 | 1004 | 1003 |    8 |   14 |   66 |   15 |
|po-305-1239-rur01.fairfield.ca.sfba.comcast.net -    1 | 1004 | 1003 |    8 |   14 |   37 |   15 |
|be-203-rar01.rohnertpr.ca.sfba.comcast.net -    1 | 1004 | 1003 |   10 |   15 |   40 |   16 |
|be-297-ar01.santaclara.ca.sfba.comcast.net -    1 | 1004 | 1003 |   13 |   20 |  127 |   17 |
|be-33651-cr02.sunnyvale.ca.ibone.comcast.net -    1 | 1004 | 1003 |   13 |   20 |   51 |   18 |
|be-11025-cr01.9greatoaks.ca.ibone.comcast.net -    1 | 1004 | 1003 |   13 |   19 |   49 |   17 |
|be-12544-pe01.9greatoaks.ca.ibone.comcast.net -    1 | 1004 | 1003 |   13 |   17 |   46 |   16 |
|                          66.208.216.238 -    1 | 1004 | 1003 |   13 |   21 |  210 |   20 |
|              ae1-br02-eqsv5.as57976.net -    1 | 1004 | 1003 |   20 |   27 |  103 |   28 |
|       xe-0-0-1-1-br02-eqla1.as57976.net -    1 | 1003 | 1002 |   19 |   30 |  195 |   21 |
|              be2-pe02-eqla1.as57976.net -    1 | 1004 | 1003 |   20 |   25 |   58 |   26 |
|                           24.105.30.129 -    1 | 1000 |  998 |   18 |   22 |   55 |   23 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
2

Hey, ocyrus! Thank you for including all of the connection tests! Checking the connection tests, it seems to consistent point to the around the same peering node where the packet loss starts.

Pathping

4 13ms 2/ 100 = :warning:2% 2/ 100 = :warning:2% be-203->rar01.rohnertpr.ca.sfba.comcast.net [68.85.57.97]

WinMTR

|be-203-rar01.rohnertpr.ca.sfba.comcast.net - :warning:1 | 332 | 331 | 10 | 13 | 39 | 11 |
The packet loss continues after this peer.

The looking glass is fine, but this connection test runs from Blizzard to the computer, rather than the other tests where it runs from the computer to the Blizzard servers for the connection route.

WinMTR during disconnect

| 10.0.0.1 - 0 | 1007 | 1007 | 0 | 12 | 81 | 9 |
| 96.120.90.109 - 1 | 1004 | 1003 | 8 | 14 | 66 | 15 |

The last one gives us a bit more information on what’s happening here. During the disconnection test, it shows that the packet loss occurs after the home network to comcast. The packet loss persists after this peer.

In the tests prior, the worst latency is a bit higher than preferred on the home network, which can be a part of the concern. Even though it didn’t show loss on these nodes, this is where the concern is.

Since the issue appears to be between the home network and the ISP, this could be a problem with mitigation, configuration, or an issue with the signal/lines that connect the home to the ISP’s towers. This will need to be taken to the ISP and provide the connection tests to see what’s going on.

As some suggestions that may potentially help, check for the QoS, UPnP, WMM settings in the router/modem settings and make sure they are disabled. Trying a VPN or hotspot is an alternative that may workaround the constant disconnections in the mean time. This is not supported by Blizzard, please contact the Internet Service Provider if assistance is needed.

1 Like