Lost Connection To Game Server

Technical Support
1

I cannot launch Overwatch, when I do it just says Lost Connection To Game Server.

   Looking Glass

TRACEROUTE:
traceroute to 24.207.54.7 (24.207.54.7), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.320 ms 0.320 ms 0.322 ms
2 24.105.18.3 (24.105.18.3) 0.669 ms 0.872 ms 0.948 ms
3 137.221.105.12 (137.221.105.12) 1.390 ms 1.418 ms 1.443 ms
4 137.221.66.20 (137.221.66.20) 1.394 ms 1.396 ms 1.403 ms
5 137.221.83.68 (137.221.83.68) 7.169 ms 7.185 ms 7.188 ms
6 137.221.65.68 (137.221.65.68) 5.838 ms 5.790 ms 5.774 ms
7 137.221.68.32 (137.221.68.32) 6.160 ms 6.228 ms 6.203 ms
8 et-0-0-3-1.cr3-lax1.ip4.gtt. net (69.174.5.21) 39.068 ms 38.712 ms 38.680 ms
9 xe-3-2-1.cr0-van1.ip4.gtt. net (141.136.108.34) 85.255 ms 85.267 ms 85.271 ms
10 bragg-gw.ip4.gtt. net (77.67.68.122) 85.849 ms 85.603 ms 85.771 ms
11 bc-vanc-br001.bc.eastlink. ca (24.207.0.37) 35.485 ms 35.528 ms 35.625 ms
12 bc-dlta-asr001.bc.eastlink. ca (24.207.0.62) 36.084 ms 35.979 ms 36.054 ms
13 bc-dlta-cmts004.bc.eastlink. ca (24.207.0.42) 35.445 ms 35.478 ms 35.501 ms
14 * * *
15 * * *

23/06/2019 21:38:22 UTC

TRACEROUTE:
traceroute to 24.207.54.7 (24.207.54.7), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.845 ms 0.854 ms 0.854 ms
2 24.105.18.3 (24.105.18.3) 0.857 ms 0.970 ms 1.402 ms
3 137.221.105.12 (137.221.105.12) 1.409 ms 1.531 ms 1.625 ms
4 137.221.66.20 (137.221.66.20) 0.829 ms 0.968 ms 0.979 ms
5 137.221.83.68 (137.221.83.68) 5.536 ms 5.545 ms 5.552 ms
6 137.221.65.68 (137.221.65.68) 6.127 ms 5.804 ms 5.811 ms
7 137.221.68.32 (137.221.68.32) 45.017 ms 44.425 ms 44.410 ms
8 et-0-0-3-1.cr3-lax1.ip4.gtt. net (69.174.5.21) 16.861 ms 16.940 ms 16.856 ms
9 xe-3-2-1.cr0-van1.ip4.gtt. net (141.136.108.34) 85.034 ms 84.955 ms 84.954 ms
10 bragg-gw.ip4.gtt. net (77.67.68.122) 85.882 ms 86.029 ms 86.180 ms
11 bc-vanc-br001.bc.eastlink. ca (24.207.0.37) 35.867 ms 35.732 ms 35.358 ms
12 bc-dlta-asr001.bc.eastlink. ca (24.207.0.62) 35.722 ms 37.010 ms 37.022 ms
13 bc-dlta-cmts004.bc.eastlink. ca (24.207.0.42) 35.663 ms 35.421 ms 35.466 ms
14 * * *
15 * * *

23/06/2019 21:38:22 UTC

PING:
PING 24.207.54.7 (24.207.54.7) 56(84) bytes of data.

— 24.207.54.7 ping statistics —
4 packets transmitted, 0 received, 100% packet loss, time 3003ms

23/06/2019 21:38:22 UTC

PING:
PING 24.207.54.7 (24.207.54.7) 56(84) bytes of data.

— 24.207.54.7 ping statistics —
4 packets transmitted, 0 received, 100% packet loss, time 2998ms

23/06/2019 21:38:22 UTC

MTR:
Start: Sun Jun 23 21:38:22 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.3 0.4 0.0
2.|-- 24.105.18.3 0.0% 10 8.4 3.6 0.5 20.9 6.5
3.|-- 137.221.105.12 0.0% 10 0.6 0.6 0.6 0.9 0.0
4.|-- 137.221.66.20 0.0% 10 1.2 1.0 0.5 2.5 0.0
5.|-- 137.221.83.68 0.0% 10 1.4 5.9 1.4 10.7 3.5
6.|-- 137.221.65.68 0.0% 10 5.8 10.3 5.7 37.8 10.4
7.|-- 137.221.68.32 0.0% 10 5.8 10.9 5.8 54.0 15.1
8.|-- et-0-0-3-1.cr3-lax1.ip4.gtt. net 0.0% 10 5.8 7.6 5.5 24.5 5.9
9.|-- xe-3-2-1.cr0-van1.ip4.gtt. net 0.0% 10 85.0 85.0 84.8 85.1 0.0
10.|-- bragg-gw.ip4.gtt. net 0.0% 10 85.8 86.0 85.7 87.8 0.3
11.|-- bc-vanc-br001.bc.eastlink. ca 0.0% 10 35.6 35.9 35.5 37.7 0.3
12.|-- bc-dlta-asr001.bc.eastlink. ca 0.0% 10 36.0 36.0 35.8 36.4 0.0
13.|-- bc-dlta-cmts004.bc.eastlink. ca 0.0% 10 35.6 35.6 35.5 35.7 0.0
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

23/06/2019 21:38:22 UTC

MTR:
Start: Sun Jun 23 21:38:22 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.2 0.3 0.2 0.5 0.0
2.|-- 24.105.18.3 0.0% 10 6.7 4.1 0.5 20.7 6.6
3.|-- 137.221.105.12 0.0% 10 0.6 0.6 0.5 0.9 0.0
4.|-- 137.221.66.20 0.0% 10 0.7 0.9 0.5 2.5 0.0
5.|-- 137.221.83.68 0.0% 10 8.8 6.2 1.1 10.8 3.1
6.|-- 137.221.65.68 0.0% 10 5.6 10.2 5.6 37.8 10.4
7.|-- 137.221.68.32 0.0% 10 5.9 10.8 5.8 54.1 15.2
8.|-- et-0-0-3-1.cr3-lax1.ip4.gtt. net 0.0% 10 6.5 7.9 5.5 24.4 5.8
9.|-- xe-3-2-1.cr0-van1.ip4.gtt. net 0.0% 10 84.9 85.0 84.8 85.1 0.0
10.|-- bragg-gw.ip4.gtt. net 0.0% 10 85.8 86.0 85.6 87.7 0.3
11.|-- bc-vanc-br001.bc.eastlink. ca 0.0% 10 35.5 35.7 35.4 37.6 0.3
12.|-- bc-dlta-asr001.bc.eastlink. ca 0.0% 10 35.8 36.0 35.8 36.4 0.0
13.|-- bc-dlta-cmts004.bc.eastlink. ca 0.0% 10 35.6 35.6 35.5 35.8 0.0
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

23/06/2019 21:38:22 UTC

     WinMTR

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

Host - % Sent Recv Best Avrg Wrst Last
192.168.0.1 - 0 50 50 0 2 8 1
10.77.128.1 - 12 35 31 7 17 34 29
bc-dlta-asr001.bc.eastlink. ca - 24 26 20 8 17 32 31
bc-vanc-br001.bc.eastlink. ca - 8 38 35 9 18 37 30
xe-3-2-5.mpr2.sea1.us.zip.zayo. com - 3 46 45 0 17 36 15
ae27.cs2.sea1.us.eth.zayo. com - 8 38 35 11 20 35 27
ae28.mpr1.sea1.us.zip.zayo. com - 12 36 32 11 20 42 22
No response from host - 100 10 0 0 0 0 0
ae1-br01-eqse2.as57976. net - 11 37 33 38 50 97 44
xe-0-0-0-1-br01-eqsv5.as57976. net - 28 25 18 40 48 89 56
et-0-0-29-br02-eqsv5.as57976. net - 12 35 31 39 50 94 43
xe-0-0-1-1-br02-eqla1.as57976. net - 17 30 25 0 47 64 41
be2-pe01-eqla1.as57976. net - 17 30 25 39 52 93 40
24.105.30.129 - 8 38 35 38 52 93 55
________________________________________________ ______ ______ ______ ______ ______ ______

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

      Please help if possible, I can connect on my other account but not my main.
2

I’m not certain how this affects one account and not the other, but I can tell you that your ISP lines are really having some difficulties. Above you can see there is data loss (the number after the hostnames) on every hop associated with your ISP. Some of them are reporting a few false positives, but you sent out 50 packets and only 45 at most were received by later connection hops.

I recommend taking a moment to address this with your ISP and forward some WinMTR results to them. However, I will mention that when running the WinMTR, and per the instructions here, you should do so for about 10 minutes. Your ISP will probably want the same.

3

My Internet isn’t the fastest I know, but I’m just not sure that’s the problem seeing as I can log onto one account and my brother can log onto his account on his PC in the same room, is it possible this is a problem on my account?

4

You could try rebooting all of your network equipment and the computer, to see if it improves. But I’ve not heard of any Blizzard action that results in one account not being able to establish a connection.

5

If it helps, every 20 or so attempts to log on actually results in it loading in and working, but once closed it cannot be opened again. I’ve tried restarting my computer, reinstalling the game, reinstalling all internet connections including drivers and it still doesn’t work.

6

Hey Puffin,

I closed your other thread so we can focus on this thread but to clarify, we have been seeing a lot of reports from other players in Canada using EastLink (and other ISPs such as Access Communications, Sasktel, Bell Aliant, Xplornet, and Northwestel). Since the VPN works, this does indicate something with the ISP routing that is causing a problem. We are collecting these reports and our network team will try to reach out to these ISPs to help them pinpoint the problem. However since we don’t have much control over their routes, there’s not a lot we can do in the mean time.

1 Like
7

Ok, thanks, I just found it weird how my connection nor a Canadian VPN connection could connect to Overwatch, when a friend of mine can. Thanks.
Update: I can get onto my account from a friends computer, also using Eastlink.

8

Puffin,

Did you happen to try this?

If it’s a single account issue that happens on a single computer, that’s usually a cache issue. A flooded router can totally cause that, so Nicole’s steps may well help. Question, can your friend log into their account on your computer?

9

I’ve been able to log into my alternate account on my computer. It’s only my account that I can’t log on to.

10

Okay, in that case we’ve got to be looking into a bad cache. Let’s try this. In some cases you’ll disconnect during login because your network hardware has too much information stored. To fix this, power down your PC and unplug your modem/router for about 10 minutes. Go grab a snack or something, come back, and then plug this all back in. This clears all your network caches and should resolve anything caused by your network hardware getting overloaded.

If that fails, reset your password on this account then retry.

11

Alright, I’ll try that, hope it works. Thanks very much for your time.

12

Sure thing! :smiley: I’m replying back so that the system will allow you to reply back with your results. Please do not reply until you’ve done the two things above. Once you’re done with those, let us know if you still need help, or feel free to click the “mark as solution” button on whichever post helped you. ^^ Good luck!

13

Hi, I’ve reset my password and turned off my PC + Shut down my router for 10 minutes and I’m still facing this problem, I also deleted my cache file, I’m not sure what I’m doing wrong and what’s wrong with my account. Thanks for your help.

14

Puffin,

At this point we may need to log into your account on our end in order to identify the problem, which we’ll want to do live with you if possible. Would you please submit a callback or live chat request for this problem, and let the Game Masters know everything you’ve tried and that a blue sent you to them to get your account investigated? It may help to link the thread as well.

15

Okay, Thank you. I appreciate it.

16

Any time, good luck, and if any other technical issues crop up, feel free to let us know!

17

3 posts were split to a new topic: [takeichi] Lost connection