Internet Issue (Spike IND and Latency)

Technical Support
#1

Hi,

Recently, while I’m playing quick game, the latency and IND would increase to 120/80 and fall back to 43/20 again in one or two second. I’m sure it’s not my pc’s problem since every other games is pretty smooth. Is there any way I can fix this issue? Thanks!

#2

Other games will be hosted in other places and aren’t a good measure of connection quality.

If you want to add a WinMTR someone can review your connection for issues.

#3

Thanks! I just made a WinMTR test, it looks like:

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

Host - % Sent Recv Best Avrg Wrst Last
G3100 myfiosgateway com - 2 695 687 1 4 509 1
24.105.45.226 - 2 695 687 2 9 493 7
________________________________________________ ______ ______ ______ ______ ______ ______

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

#4

Hey there,

So FIOS gateways tend to block tests like the WinMTR. It means we are going to get almost no usable data to work with when you run the test.

That said the small amount of information we do see does indicate an issue.

We only see the first 2 hops which essentially are the PC to the gateway and then the gateway to the first ISP node.

Both show at least one extreme latency spike of around 500ms. (Half a second)

That could absolutely cause an in game latency/IND spike like you are seeing in game.

This indicates a local network issue. Either with the system itself, how it connects to the gateway or an issue with the gateway.

Give the following a try and see if it helps:

Try doing an extended power cycle on your system. Turn off all devices including the modem. Wait 30 minutes, turn on the modem, wait 5 minutes, turn on any network devices, wait 2 minutes, turn on your computer and try the game.

You can try switching your DNS settings to use a free public DNS servers instead of your ISPs Servers:

We do not have individual steps for specific modems or routers so if you need assistance accessing or updating the devices, contact the device maker/provider.

Sometimes firewall or routing software/hardware will have some advanced settings to prioritize and manage types of network traffic. Normally that is not an issue but we have seen situations where it can interfere with the delivery of the data for our games/voice chat.

Let’s try turning off these features:

QoS
SIP ALG
RoG (ASUS Routers Only)
Security firewalls (Some ISP provided modems)

Not all devices will have these options and the steps for turning these functions off will be different depending on the make/model/software version of the devices and programs involved. If necessary look at the documentation for your security and routing products to find out how to turn these options off.

In some cases there is a corrupt or misconfigured setting within the router or modem. We cannot say what that might be offhand but the easiest way to resolve these conflicts would be to factory reset the router and/or modem.

You may need to look up your specific model for the steps on how to do this and in some rare cases you may need to have this done by the ISP. Feel free to reach out to them for assistance if necessary.

Now these remaining steps are not meant as solutions, they are diagnostic in nature and are designed to give us something to compare.

Some folks have reported that a VPN gets them around the issue. Please note we do not support VPN usage though we do not prohibit its use with most of our games. Some countries around the world, do restrict VPN usage so you will want to research these restrictions for your country before attempting to use a VPN.

Many VPNs offer a demo or trial version of their service to allow you test without commitment.

If a VPN solves the issue for you then the issue lies with your network, your ISP, or the path they send you through to get your data to us. You can work with your ISP in these situations to help them hunt down and address the routing issue.

Do you have the ability to connect the system to a mobile hotspot?

We do not support this setup for playing but it can provide contrast to your normal connection. If you go this route make sure you are on mobile data and not on your wifi network and if you have a limited data plan, restrict your testing to prevent excessive data usage.

There are online guides for most smartphones on how to do this and most carriers can guide you through the setup process as well.

Do you have the ability to try a different computer on the same network? Or, the ability to try your current computer on a different network? This can help us determine if what you are experiencing is due to an network issue or something specifically with your system itself. Give it a shot and see what happens.

WinMTR: Running WinMTR - Blizzard Support

You will want 2 tests here, both 10 minutes long. While testing and replicating the issue.

The first test using the normal connection and while experiencing any of the reported issues.
The second test using an alternate device, alternate internet connection or a vpn.

If the issue happens on 1 connection type but not another, the comparison of those two tests (The fios is still likely to only show the first hop or 2) may help pinpoint the source of the issue and point you towards a solution.

#5

Hi,
I tried to modify the DNS to 8.8.8.8 8.8.4.4, turn off the SIP ALG even disable the firewall. However, none of these methods fixed the spike lag/IND. Is there any other way I can try to fix it? I also re-install the battle.net and overwatch… Thanks!

#6

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