Packet Loss While In-Game

Technical Support
1

Hello everyone.
While playing games in Overwatch I will always get the three little orange boxes on the side of my screen which means I am getting packet loss. When I get the menu up by doing ctrl+shift+n there are many white boxes that appear and I get lag when doing things such as using abilities. However that doesn’t happen all of the time.

This is my laptop: HP Omen 15-ce001na 15.6-inch FHD Gaming Laptop (Shadow Black) - (Intel core i5, 8 GB RAM, 128 GB SSD, 1TB HDD, NVIDIA GeForce GTX 1050, 2 GB dedicated, FHD IR webcam Windows 10 Home).

All of my settings are the same on Overwatch other than I have switched some of the controls around. Just to be clear I don’t get packet loss or lag on another other game I have.

Thanks

2

Hi there Cattipillar,

I know packet loss is never fun and hope we can help find and fix the problem here. Before I ask you to run any test, I must ask, other than the icon and net-graph spikes you see, are you experiencing issues in game?

If you are, lets try and find where the packet loss is, please post back with a WinMTR. This may help us capture where the problem is.

/Nathardrick

1 Like
3

When the white bars appear I get lag in-game which makes my FPS drop.

I have done the tests but when I try to paste the results into here it says that I’m not allowed due to the links and that I’m a new user.

4

Hi again,

You can email the test to TechInfo@Blizzard.com. Post back here when you have sent it my friend. :slight_smile:

/Nathardrick

5

I have sent the email. As said in the email, today I got orange bars as well as the normal white bars. I’m sorry if its too late to ask about something else, but I have also had troubles in the past with screen tearing. I have not found a fix for thing and I have just had to play with V-Sync on. Unlike my other problem, the screen tearing is with all games I have, not just Overwatch.

Thanks :slight_smile:

6

Hey Cattipillar,

Thanks for sending that WinMTR over. There is a possible issue on hop 2 and 3. That said this test was also run for a short amount of time. If you could run another one for us, this time for a bit longer, maybe 10 minutes. You can email it again to us. :slight_smile: This will help us verify if those two hops are indeed the issue or if something else is going on.

As for the screen tearing I’m glad to hear Vsync is fixing that for you. You may want to enable it for your other games should they have the option. I also recommend making sure your refresh rates match especially if you are using an external monitor on your laptop.

As for the WinMTR, simply reply back to this thread again when you have the new one, remember run for at least 10 minutes for us!

~ Zayssie

7

I have sent you the updated WinMTR email. As stated in the email, I had rubberbanding while playing. I’m guessing this was due to the WinMTR running in the background.

Thanks :slight_smile:

8

Hey there!

I’ll be taking over for Zayssie on this one. I just checked out that new WinMTR you sent in and it looks like the issues at hop 2-3 have subsided. There was some minor loss on hop 1 however, which is just the connection from the laptop to the router.

If you are using a wireless connection lets try testing a wired connection to the router using an ethernet cable, if possible.

I’d also like to have you take a look at the temperatures for you CPU and GPU while playing Overwatch, just so we can see if there’s any kind of thermal throttling going in that might be causing the white bars specifically. Check out our article for overheating and download HWmonitor, then let us know the max temperatures for the CPU and GPU after about 15 minutes of playing.

Lastly, there are some programs out there that have been known to cause issues with the connection in Overwatch specifically, for example ASUS ROG GameFirst software. If you want to email us your MSINFO file we can take a look at that as well for any potential suspects.

Thanks!

9

I have sent the email with the required files.

10

Hey again Cattipillar,

Sorry for the delay. I looked over the HWmonitor export and your MSINFO file. The temperatures look good, about 62 C for the CPU and 59 C for the GPU. If those were the highest you’re seeing then you’re fine there.

I noticed that you were using a wireless connection to the router however, and that can cause the latency icons to show up as well as the orange/white highlights in the Network Graph. If you’re still seeing issues I would recommend trying a direct wired connection to the router to see if that improves things and makes the problem go away completely.

If a wired connection isn’t physically possible then you might want to look at troubleshooting the wireless connection itself. Eliminating other sources of interference (wireless signals, microwaves, cell phones, etc) can often help. Also if your router supports both 2.4Ghz and 5Ghz networks you might want to try switching to the 2.4Ghz band and testing the game while using that, as 2.4Ghz is occasionally more stable for gaming.

11

This almost looks like it’s bandwidth issue. Have you checked your bandwidth usage or other users??

12

Sorry for the late reply.
It had fixed itself for a while however I was just in a game and I started to lag and get the white bars again. I will look into the different networks because I won’t be able to get a wired connection.
Thanks