Overwatch Disconnecting from game server

Technical Support
1

Hello.
Recently my Overwatch has been disconnecting me from the game server whenever I try to play. I boot the game up just fine but then it comes up with that red disconnection logo. I can then log back in and it will either do it again shortly after, or much later. My internet connection seems fine but it might be having the smallest spike I can’t see. I’ve only been having this problem as of the past few weeks and I’ve played Overwatch for 2 years now.

I ran one of the those Looking Glass tests and this is what it came up with. Please can someone diagnose this for me?

TRACEROUTE:
traceroute to 82.18.199.17 (82.18.199.17), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.297 ms 0.287 ms 0.285 ms
2 37.244.24.131 (37.244.24.131) 290.664 ms 303.655 ms 303.839 ms
3 Blizzard Blizzard 0.937 ms 0.948 ms 0.948 ms
4 137.221.66.40 (137.221.66.40) 0.591 ms 0.604 ms 0.604 ms
5 137.221.78.54 (137.221.78.54) 103.094 ms 103.110 ms 323.010 ms
6 * * *
7 137.221.78.34 (137.221.78.34) 26.791 ms 26.824 ms 26.829 ms
8 nl-ams14a-ri1-ae-26-0.aorta .net (213.46.182.193) 0.760 ms 0.772 ms 0.772 ms
9 * * *
10 nl-ams04a-ri3-ae-9-0.aorta .net (84.116.130.242) 0.954 ms 0.937 ms 0.952 ms
11 * * *
12 leic-core-2b-ae4-0.network.virginmedia .net (62.254.84.58) 10.583 ms 10.633 ms 10.605 ms
13 * * *
14 cpc135090-derb19-2-0-cust784.know.cable.virginm .net (82.18.199.17) 20.477 ms 20.519 ms 23.049 ms

22/01/2021 11:05:15 UTC

TRACEROUTE:
traceroute to 82.18.199.17 (82.18.199.17), 15 hops max, 60 byte packets
1 Blizzard Blizzard 6.915 ms 6.904 ms 6.902 ms
2 37.244.25.2 (37.244.25.2) 290.099 ms 306.104 ms 306.268 ms
3 Blizzard Blizzard 2.533 ms 2.549 ms 2.552 ms
4 137.221.66.34 (137.221.66.34) 2.065 ms 2.083 ms 2.084 ms
5 137.221.77.82 (137.221.77.82) 23.235 ms 23.251 ms 23.253 ms
6 137.221.65.19 (137.221.65.19) 9.033 ms 7.486 ms 7.482 ms
7 137.221.79.34 (137.221.79.34) 16.760 ms 16.771 ms 16.757 ms
8 uk-lon03a-ri1-ae-25-0.aorta .net (213.46.175.253) 7.806 ms 7.888 ms 7.874 ms
9 * * *
10 uk-lon01b-ri1-ae-23-0.aorta .net (84.116.135.30) 8.959 ms 8.632 ms 8.370 ms
11 * * *
12 * * *
13 leic-core-2a-ae4-0.network.virginmedia .net (62.254.84.54) 20.278 ms 20.298 ms 20.303 ms
14 * * *
15 cpc135090-derb19-2-0-cust784.know.cable.virginm .net (82.18.199.17) 59.244 ms 45.139 ms 48.808 ms

22/01/2021 11:05:15 UTC

PING:
PING 82.18.199.17 (82.18.199.17) 56(84) bytes of data.
64 bytes from 82.18.199.17: icmp_seq=1 ttl=50 time=21.7 ms
64 bytes from 82.18.199.17: icmp_seq=2 ttl=50 time=29.2 ms
64 bytes from 82.18.199.17: icmp_seq=3 ttl=50 time=23.5 ms
64 bytes from 82.18.199.17: icmp_seq=4 ttl=50 time=28.7 ms

— 82.18.199.17 ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2998ms
rtt min/avg/max/mdev = 21.733/25.800/29.200/3.238 ms

22/01/2021 11:05:15 UTC

PING:
PING 82.18.199.17 (82.18.199.17) 56(84) bytes of data.
64 bytes from 82.18.199.17: icmp_seq=1 ttl=51 time=25.3 ms
64 bytes from 82.18.199.17: icmp_seq=2 ttl=51 time=26.1 ms
64 bytes from 82.18.199.17: icmp_seq=3 ttl=51 time=30.8 ms
64 bytes from 82.18.199.17: icmp_seq=4 ttl=51 time=25.8 ms

— 82.18.199.17 ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2997ms
rtt min/avg/max/mdev = 25.327/27.043/30.884/2.242 ms

22/01/2021 11:05:15 UTC

MTR:
Start: Fri Jan 22 11:05:15 2021 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.3 0.2 0.4 0.0
2.|-- 37.244.24.131 10.0% 10 308.1 283.8 260.7 310.7 21.2
3.|-- Blizzard 0.0% 10 12.5 1.9 0.6 12.5 3.7
4.|-- 137.221.66.40 0.0% 10 26.4 3.1 0.3 26.4 8.2
5.|-- 137.221.78.54 0.0% 10 59.4 90.2 0.9 301.9 99.6
6.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
7.|-- 137.221.78.34 0.0% 10 1.1 1.2 1.0 1.4 0.0
8.|-- nl-ams14a-ri1-ae-26-0.aorta .net 0.0% 10 0.9 2.6 0.7 18.4 5.5
9.|-- nl-ams17b-rc1-lag-8-0.aorta .net 90.0% 10 0.8 0.8 0.8 0.8 0.0
10.|-- nl-ams04a-ri3-ae-9-0.aorta .net 0.0% 10 1.1 1.2 1.0 2.0 0.0
11.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12.|-- leic-core-2b-ae4-0.network.virginmedia .net 0.0% 10 10.7 11.1 10.7 12.1 0.0
13.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
14.|-- cpc135090-derb19-2-0-cust784.know.cable.virginm .net 0.0% 10 29.9 33.8 21.7 65.4 14.0

22/01/2021 11:05:15 UTC

MTR:
Start: Fri Jan 22 11:05:15 2021 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.2 0.3 0.0
2.|-- 37.244.25.2 0.0% 10 316.6 290.0 265.0 316.6 19.5
3.|-- Blizzard 0.0% 10 0.8 0.9 0.8 1.1 0.0
4.|-- 137.221.66.34 0.0% 10 0.5 6.3 0.4 55.1 17.2
5.|-- 137.221.77.82 0.0% 10 8.8 10.7 7.4 39.0 9.9
6.|-- 137.221.65.19 0.0% 10 7.4 16.4 7.4 65.0 19.5
7.|-- 137.221.79.34 0.0% 10 7.8 9.4 7.4 25.4 5.6
8.|-- uk-lon03a-ri1-ae-25-0.aorta .net 0.0% 10 16.1 10.3 7.8 23.2 5.2
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10.|-- uk-lon01b-ri1-ae-23-0.aorta .net 0.0% 10 8.2 8.2 8.0 8.4 0.0
11.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- leic-core-2a-ae4-0.network.virginmedia .net 0.0% 10 19.0 18.8 18.5 20.0 0.3
14.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
15.|-- cpc135090-derb19-2-0-cust784.know.cable.virginm .net 0.0% 10 36.4 28.2 22.9 36.4 4.5

22/01/2021 11:05:15 UTC

I had to separate the dot net parts since it counted as a link which isn’t allowed on here.

2

The looking glass looks fine. However, a WinMTR is best for diagnosing this type of issue.

1 Like
4

Saw your other thread :slight_smile:.

Did you disconnect during this test? If not, you’d want to run another until you disconnect, as this test doesn’t show much happening. The home latency between PC and modem/router is pretty high (54ms), so there might be a problem there. Normally, we’d expect to see this value at 10ms or less.

If you did disconnect from the game during this test, then the issue is more likely related to a configuration problem on the PC. This could be a software conflict or security permission error, and not the route to the server. In that case, you’d want to use the Blizzard ticket system so the staff can look over more detailed files that you won’t want to share in the public forum.

5

Hello.
Sorry to create another thread. I used that WinMTR test on one of the European Overwatch IP addresses (185.60.114.159). I’m on PC. I’m being disconnected from Overwatch entirely, no a specific match server, I mean the whole game. I’ve played Overwatch for nearly 2 years now and never had this issue until the past two weeks. This is the result of the test. Hopefully this is the correct way to do it?

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

| WinMTR statistics |

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

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

| 192.168.0.1 - 0 | 60 | 60 | 2 | 6 | 54 | 4 |

| No response from host - 100 | 13 | 0 | 0 | 0 | 0 | 0 |

|leic-core-2b-xe-800-0.network.virginmedia .net - 0 | 60 | 60 | 11 | 24 | 68 | 23 |

| No response from host - 100 | 13 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 13 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 13 | 0 | 0 | 0 | 0 | 0 |

| m686-mp2.cvx1-b.lis.dial.ntli .net - 0 | 60 | 60 | 22 | 33 | 78 | 32 |

| 213.46.175.254 - 0 | 60 | 60 | 22 | 38 | 101 | 29 |

| ae1-br02-eqld5.as57976 .net - 0 | 60 | 60 | 27 | 45 | 97 | 34 |

| et-0-0-2-br02-eqpa4.as57976 .net - 2 | 50 | 49 | 28 | 245 | 4610 | 50 |

| et-0-0-1-pe02-eqpa4.as57976 .net - 0 | 60 | 60 | 28 | 43 | 133 | 31 |

| 137.221.66.35 - 0 | 60 | 60 | 30 | 42 | 86 | 36 |

| 185.60.114.159 - 93 | 13 | 1 | 62 | 62 | 62 | 62 |

|____________|||||||

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

6

I’m in the US and I also just got disconnected from a competitive game but then also from the whole games server… I got suspended for it though and received a loss on competitive.

1 Like
7

Hey there!

The test has no packet loss which may indicate the disconnect did not happen while the test was running. Would it be okay to re-run the test while gaming so we know it recorded the disconnect? It’s sorta like making a video but instead of video it’s network data! We gotta see the problem happen in the results <3

If possible please use the in-game IP address found in the top left corner of the netgraph (CTRL+SHIFT+N). This will only be available while in a match. We recommend non-competitive play until technical problems like disconnects are resolved.

Thanks! We look forward to hearing from you!

8

Hi again! Sorry I’ve taken 3 weeks to reply. So I ran a bunch of tests and it still disconnected me. Sometimes I had high ping spike numbers such as 97 and it even went over 100 for a second. However it jumped straight back down to 0, 1 or 2 and the disconnections didn’t happen when the ping was a high number. I got disconnected twice during this test and again, it didn’t spike and disconnect me, nor did the game lag out, the game look like it was playing perfectly normally but then just cuts me off from the entire Overwatch server. Here’s my test results:
|------------------------------------------------------------------------------------------|

| WinMTR statistics |

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

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

| 192.168.0.1 - 0 | 171 | 171 | 0 | 1 | 41 | 1 |

| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |

|leic-core-2b-xe-800-0.network.virginmedia .net - 0 | 171 | 171 | 8 | 17 | 64 | 15 |

| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 35 | 0 | 0 | 0 | 0 | 0 |

| m686-mp2.cvx1-b.lis.dial.ntli .net - 0 | 171 | 171 | 17 | 25 | 60 | 19 |

| 213.46.175.254 - 0 | 171 | 171 | 19 | 30 | 83 | 81 |

| ae1-br02-eqld5.as57976 .net - 0 | 171 | 171 | 25 | 37 | 135 | 35 |

| et-0-0-2-br02-eqpa4.as57976 .net - 1 | 167 | 166 | 25 | 40 | 220 | 55 |

| et-0-0-1-pe02-eqpa4.as57976 .net - 1 | 167 | 166 | 25 | 34 | 118 | 29 |

| 137.221.66.35 - 1 | 167 | 166 | 25 | 33 | 61 | 30 |

| 185.60.114.159 - 2 | 163 | 161 | 25 | 33 | 90 | 28 |

|____________|||||||

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

What I mean is that it’ll either disconnect me while I’m in a match or on the main menu, so it isn’t a specific game match server in this case. I get the disconnect logo on the menu screen like this. I’m assuming this is a router or service provider or area problem of mine. Before I was using WiFi, but now I’m cThing is everything else on my internet works fine, apart from gaming. I have this disconnection problem only on game stuff, I have it on PS4 party chats, but not on most games and I get disconnected from lobbies in games such as Dead by Daylight. I would wanna change my internet router or provider, however, parents won’t do that since everything else it works fine for. I can do a 720p stream with no problems either.

9

There doesn’t seem to be a disconnection in the WinMTR, but if it’s happening on all games, then I think it’s going to be some issue with the home equipment or ISP and not routes to every game. Which version of VirginMedia are you using? I know there are data caps and limits on their mobile hotspot things.

10

Do you mean hardware and software version? If so, hardware version is 3.11 and software version is V1.01.35

11

Virgin Media offers landline cable and also mobile hotspot internet.

12

We have a separate internet cable and I can set up mobile hotspots if I wanted to. Sorry do those hardware and software versions mean anything?

13

No, I was asking about the style of the connection. You’ve answered my questions, but the issues I pointed out in my first reply are still present in the WinMTR. Unfortunately, you just need to work with the ISP from here.

14

Ah okay. I’ll see what I can do and get back to you on that. Thanks for all your help so far! :slight_smile:

UPDATE: Problem now resolved. It was my internet router, it broke shortly after this starting happening. Got a new one and my internet hasn’t disconnected me from anything at all :slight_smile: