Unusual High ping and packet loss experienced

[Azuki-11567]

Hi I am in need of support to solve high ping and packet loss problems for the past 72h.

Have updated drivers and tried everything, here’s latest dianostics.

Looking Glass:

TRACEROUTE:
traceroute to 174.138.214.184 (174.138.214.184), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.228 ms 0.241 ms 0.246 ms
2 24.105.18.130 (24.105.18.130) 0.475 ms 0.574 ms 0.666 ms
3 137.221.105.10 (137.221.105.10) 0.803 ms 0.854 ms 0.864 ms
4 137.221.66.20 (137.221.66.20) 1.255 ms 1.278 ms 1.293 ms
5 137.221.83.84 (137.221.83.84) 659.715 ms 879.511 ms 879.714 ms
6 * * *
7 137.221.65.1 (137.221.65.1) 107.025 ms 103.739 ms 103.723 ms
8 137.221.65.7 (137.221.65.7) 12.709 ms 12.871 ms 12.879 ms
9 137.221.70.34 (137.221.70.34) 13.049 ms 12.995 ms 13.386 ms
10 12.245.169.125 (12.245.169.125) 13.463 ms 13.809 ms 13.428 ms
11 (12.122.158.10) 52.021 ms 51.889 ms 49.212 ms
12 12.122.163.33 (12.122.163.33) 48.539 ms 48.463 ms 48.827 ms
13 (12.122.1.173) 49.295 ms 50.871 ms 50.969 ms
14 (12.122.99.21) 48.086 ms 48.098 ms 48.101 ms
15 12.249.212.10 (12.249.212.10) 48.715 ms 48.477 ms 48.806 ms

12/12/2020 08:47:47 UTC

PING:
PING 174.138.214.184 (174.138.214.184) 56(84) bytes of data.

— 174.138.214.184 ping statistics —
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

12/12/2020 08:47:47 UTC

MTR:
Start: Sat Dec 12 08:47:47 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.2 0.5 0.0
2.|-- 24.105.18.130 0.0% 10 0.6 1.3 0.5 5.1 1.3
3.|-- 137.221.105.10 0.0% 10 0.7 0.9 0.7 1.1 0.0
4.|-- 137.221.66.20 0.0% 10 0.5 1.3 0.4 7.8 2.2
5.|-- 137.221.83.84 0.0% 10 69.7 519.2 50.3 1372. 435.0
6.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
7.|-- 137.221.65.1 0.0% 10 13.1 18.6 12.8 69.2 17.8
8.|-- 137.221.65.7 0.0% 10 38.3 16.6 12.8 38.3 8.4
9.|-- 137.221.70.34 0.0% 10 13.2 22.8 13.0 86.3 23.5
10.|-- 12.245.169.125 0.0% 10 13.5 13.5 13.4 13.6 0.0
11.|-- 0.0% 10 55.3 52.6 49.4 55.9 2.5
12.|-- 12.122.163.33 0.0% 10 61.1 53.2 48.9 61.1 4.2
13.|-- 0.0% 10 54.6 52.3 48.4 55.9 2.6
14.|-- 0.0% 10 48.2 67.9 48.1 133.1 30.0
15.|-- 12.249.212.10 0.0% 10 48.9 48.9 48.6 50.0 0.3
16.|-- tcore4-chicagocp_0-10-0-0.net.bell.ca 0.0% 10 62.1 61.4 59.2 62.8 1.1
17.|-- tcore4-toronto63_hundredgige1-2-0-0.net.bell.ca 0.0% 10 68.5 64.5 60.9 68.6 2.6
18.|-- tcore2-torontoxn_ae2.net.bell.ca 20.0% 10 61.0 61.0 60.7 62.3 0.4
19.|-- dis5-torontoxn_ae3.net.bell.ca 0.0% 10 58.5 58.6 58.5 58.7 0.0
20.|-- 204.101.4.150 0.0% 10 60.5 60.7 60.5 62.3 0.3
21.|-- 0.0% 10 61.0 61.3 60.8 64.5 0.9
22.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

12/12/2020 08:47:47 UTC

2nd mtr test result:
TRACEROUTE:
traceroute to 174.138.214.184 (174.138.214.184), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.558 ms 0.558 ms 0.564 ms
2 24.105.18.130 (24.105.18.130) 1.867 ms 1.879 ms 1.888 ms
3 137.221.105.10 (137.221.105.10) 1.914 ms 1.929 ms 1.940 ms
4 137.221.66.20 (137.221.66.20) 1.494 ms 1.524 ms 1.542 ms
5 137.221.83.84 (137.221.83.84) 397.862 ms 397.916 ms 397.936 ms
6 * * *
7 137.221.65.1 (137.221.65.1) 13.432 ms 13.457 ms 13.484 ms
8 137.221.65.7 (137.221.65.7) 63.613 ms 59.729 ms 59.726 ms
9 137.221.70.34 (137.221.70.34) 13.213 ms 13.179 ms 13.202 ms
10 12.245.169.125 (12.245.169.125) 14.123 ms 13.437 ms 13.702 ms
11 (12.122.158.10) 50.146 ms 54.321 ms 51.131 ms
12 12.122.163.33 (12.122.163.33) 52.848 ms 49.045 ms 54.109 ms
13 (12.122.1.173) 50.751 ms 54.766 ms 54.492 ms
14 (12.122.99.21) 48.302 ms 48.313 ms 48.140 ms
15 12.249.212.10 (12.249.212.10) 49.996 ms 49.001 ms 49.111 ms

12/12/2020 09:07:06 UTC

TRACEROUTE:
traceroute to 174.138.214.184 (174.138.214.184), 15 hops max, 60 byte packets
1 Blizzard Blizzard 1.468 ms 1.441 ms 1.435 ms
2 37.244.23.131 (37.244.23.131) 2.507 ms 2.520 ms 2.521 ms
3 24.105.62.152 (24.105.62.152) 6.425 ms 6.454 ms 6.457 ms
4 137.221.66.10 (137.221.66.10) 6.461 ms 6.461 ms 6.463 ms
5 * * *
6 137.221.65.11 (137.221.65.11) 50.228 ms 49.624 ms 49.597 ms
7 137.221.70.32 (137.221.70.32) 49.492 ms 49.805 ms 49.810 ms
8 12.245.169.125 (12.245.169.125) 50.393 ms 50.534 ms 50.705 ms
9 (12.122.158.10) 55.544 ms 50.650 ms 50.612 ms
10 12.122.163.33 (12.122.163.33) 53.896 ms 50.606 ms 50.920 ms
11 (12.122.1.173) 50.035 ms 49.975 ms 53.061 ms
12 (12.122.99.21) 48.980 ms 49.807 ms 48.761 ms
13 12.249.212.10 (12.249.212.10) 49.180 ms 48.972 ms 49.117 ms
14 tcore3-chicagocp_0-10-0-0.net.bell.ca (64.230.79.84) 67.678 ms 64.393 ms 64.578 ms
15 tcore3-toronto21_hundredgige1-2-0-0.net.bell.ca (64.230.79.160) 67.315 ms 67.318 ms 66.504 ms

12/12/2020 09:07:06 UTC

PING:
PING 174.138.214.184 (174.138.214.184) 56(84) bytes of data.

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

12/12/2020 09:07:06 UTC

PING:
PING 174.138.214.184 (174.138.214.184) 56(84) bytes of data.

— 174.138.214.184 ping statistics —
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

12/12/2020 09:07:06 UTC

MTR:
Start: Sat Dec 12 09:07:06 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.4 0.3 0.5 0.0
2.|-- 37.244.23.131 0.0% 10 0.6 0.6 0.5 0.8 0.0
3.|-- 24.105.62.152 0.0% 10 1.1 1.0 0.8 1.2 0.0
4.|-- 137.221.66.10 0.0% 10 1.9 6.5 1.8 47.1 14.2
5.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
6.|-- 137.221.65.11 0.0% 10 49.3 49.9 49.3 54.0 1.3
7.|-- 137.221.70.32 0.0% 10 49.4 49.8 49.4 51.6 0.5
8.|-- 12.245.169.125 0.0% 10 50.5 50.5 50.4 50.6 0.0
9.|-- 0.0% 10 49.8 53.2 49.8 56.4 2.4
10.|-- 12.122.163.33 0.0% 10 53.0 52.0 49.6 55.4 2.1
11.|-- 0.0% 10 52.3 52.8 49.8 56.8 2.4
12.|-- 0.0% 10 48.7 57.9 48.7 101.9 16.7
13.|-- 12.249.212.10 0.0% 10 49.2 49.3 49.1 49.4 0.0
14.|-- 0.0% 10 68.9 65.0 61.1 68.9 2.5
15.|-- 0.0% 10 63.1 65.8 63.1 69.1 2.4
16.|-- 30.0% 10 61.0 61.5 61.0 62.9 0.4
17.|-- 0.0% 10 61.0 61.3 61.0 62.0 0.0
18.|-- 204.101.4.150 0.0% 10 60.9 61.1 60.9 61.6 0.0
19.|-- 0.0% 10 59.3 61.7 59.2 79.2 6.2
20.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

12/12/2020 09:07:06 UTC

MTR:
Start: Sat Dec 12 09:07:06 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.3 1.1 0.3 6.4 1.8
2.|-- 24.105.18.130 0.0% 10 0.7 1.7 0.5 10.9 3.2
3.|-- 137.221.105.10 0.0% 10 0.9 0.9 0.7 1.1 0.0
4.|-- 137.221.66.20 0.0% 10 0.5 0.6 0.5 0.8 0.0
5.|-- 137.221.83.84 0.0% 10 36.4 641.5 36.4 1729. 526.1
6.|-- 137.221.65.68 90.0% 10 15207 15207 15207 15207 0.0
7.|-- 137.221.65.1 0.0% 10 13.0 13.8 12.8 21.1 2.5
8.|-- 137.221.65.7 0.0% 10 56.9 17.4 12.8 56.9 13.9
9.|-- 137.221.70.34 0.0% 10 13.4 13.2 12.9 13.5 0.0
10.|-- 12.245.169.125 0.0% 10 13.5 13.6 13.5 13.7 0.0
11.|-- 0.0% 10 55.5 52.5 49.8 55.7 2.2
12.|-- 12.122.163.33 0.0% 10 52.2 53.1 49.2 55.6 2.1
13.|-- 0.0% 10 51.7 52.1 48.3 55.6 2.4
14.|-- 0.0% 10 48.1 61.2 48.1 102.7 22.5
15.|-- 12.249.212.10 0.0% 10 48.7 48.9 48.6 49.9 0.0
16.|-- tcore4-chicagocp_0-10-0-0.net.bell.ca 0.0% 10 60.9 60.4 59.0 62.0 0.7
17.|-- 0.0% 10 67.4 64.9 61.3 68.3 2.4
18.|-- 80.0% 10 60.8 60.8 60.8 60.9 0.0
19.|-- 0.0% 10 58.5 58.6 58.4 59.0 0.0
20.|-- 204.101.4.150 0.0% 10 60.6 60.7 60.5 61.7 0.0
21.|-- 0.0% 10 60.9 61.1 60.8 61.6 0.0
22.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

12/12/2020 09:07:05 UTC

[Nicole-1893]

The majority of the test looks okay, but your computer is difficult to reach via a simple ping from Blizzard. However, for a PC, you’d want to use the WinMTR since the looking glass only contacts the authentication server (for login issues only), not the game server.

Instructions pinned at top of forum:

Common Technical Issues and Solutions

What to do if you Need More Help Technical issues can be very frustrating to try to diagnose on your own. Fortunately we have both a helpful community and support staff who can help locate the problem with you. If you prefer to troubleshoot with the community/blue posters and see if anybody else is having similar issues, start a thread with this information: For all technical issues: Create a text copy of your DxDiag using these instructions. Once you have that made, open the file. You’ll ne…

[Azuki-11567]

Hi Nicole, tx for replying.
I did test with WinMTR and have attached the file along with MSinfo, DxDiag below

https(delete this for link_)://drive.google.com/drive/folders/1H5aikJ7MCec7_EvZAG-5tKDo1YNawqL9?usp=sharing

[Nicole-1893]

Did the issue happen during the WinMTR? It looks fine.