[Wave Broadband] Connection Issues & Timeout on Login

Technical Support
1

Whenever I try to log into the game (on PC via launching from bnet launcher), OW spins on “Entering Game” for 2-3 minutes. After this time, there’s about a 50/50 chance I either reach the home screen successfully, or I get kicked back to the login screen with connection failure.

Once (if) I log in, I can search for matches with no problems, and there is absolutely no problems with actual gameplay.

However, if I try to view my Career Profile, I get a blank page (loading time?) for another 1-3 mins before it either loads or gets a connection error (again 50/50). Note that the match search is still fine, and I do eventually find a match and load in to play even when career profile times out.

Since gameplay is fine, I don’t think getting a WinMTR trace for the ingame server would help; please let me know if it actually will. Instead, I’m guessing a WinMTR/trace for the actual login servers is what I need, but I don’t know what IP that’s hitting.

I should mention that the “conneciton error” is specifically “Lost connection to Game Server”, and that the first few steps (e.g. “Connecting”, “Searching for Game Server”, and “Connecting to Game Server”) all seem to succeed and go by quickly. It’s only on “Entering Game” that the timeout occurs.

I ran Battlenet Looking Glass, and here’s the output (with my personal IP redacted, but I can add it back to staff if needed).

traceroute to REDACTED (REDACTED), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.528 ms  0.520 ms  1.294 ms
 2  24.105.18.3 (24.105.18.3)  1.300 ms  1.300 ms  1.299 ms
 3  137.221.105.12 (137.221.105.12)  0.923 ms  0.964 ms  0.969 ms
 4  137.221.66.20 (137.221.66.20)  1.313 ms  1.543 ms  1.547 ms
 5  137.221.83.68 (137.221.83.68)  15.046 ms  15.078 ms  15.081 ms
 6  137.221.65.68 (137.221.65.68)  12.906 ms  13.079 ms  13.049 ms
 7  137.221.65.1 (137.221.65.1)  13.109 ms  13.119 ms  13.117 ms
 8  137.221.65.7 (137.221.65.7)  12.932 ms  13.110 ms  13.093 ms
 9  137.221.70.34 (137.221.70.34)  28.603 ms  28.026 ms  28.193 ms
10  as11404.sfmix.org (206.197.187.21)  14.944 ms  14.513 ms  14.640 ms
11  hu0-3-0-21-0.cr1-529bryant.bb.as11404.net (192.175.28.142)  14.391 ms  16.642 ms  16.650 ms
12  hu0-7-0-3.cr2-sea-b.bb.as11404.net (192.175.28.237)  35.116 ms  35.161 ms  33.089 ms
13  condointernet-2-sea-10000m.demarc.spectrumnet.us (216.243.24.106)  34.177 ms  33.609 ms  33.587 ms
14  * * *
15  * * *


14/01/2020 08:04:25 UTC
--------------------

TRACEROUTE:
traceroute to REDACTED (REDACTED), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.370 ms  0.371 ms  0.376 ms
 2  24.105.18.131 (24.105.18.131)  0.948 ms  0.965 ms  1.012 ms
 3  137.221.105.12 (137.221.105.12)  1.199 ms  1.215 ms  1.218 ms
 4  137.221.66.16 (137.221.66.16)  17.986 ms  18.245 ms  18.263 ms
 5  137.221.83.66 (137.221.83.66)  13.060 ms  13.195 ms  13.208 ms
 6  137.221.65.68 (137.221.65.68)  12.795 ms  13.067 ms  13.063 ms
 7  137.221.65.1 (137.221.65.1)  13.094 ms  12.951 ms  12.908 ms
 8  137.221.65.7 (137.221.65.7)  16.140 ms  15.664 ms  15.640 ms
 9  137.221.70.34 (137.221.70.34)  12.989 ms  14.466 ms  14.232 ms
10  cr1-sjo-p200.bb.spectrumnet.us (206.223.116.182)  12.575 ms  12.995 ms  12.571 ms
11  be4.cr4-11greatoaks.bb.as11404.net (192.175.30.217)  12.786 ms  12.822 ms  12.623 ms
12  be15.cr1-pdx-a.bb.as11404.net (192.175.30.31)  30.350 ms  30.737 ms  30.731 ms
13  be2.cr2-sea-b.bb.as11404.net (174.127.136.15)  31.029 ms  30.527 ms  30.810 ms
14  condointernet-2-sea-10000m.demarc.spectrumnet.us (216.243.24.106)  31.293 ms  30.958 ms  31.150 ms
15  * * *


14/01/2020 08:04:25 UTC
--------------------

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

--- REDACTED ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3000ms



14/01/2020 08:04:25 UTC
--------------------

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

--- REDACTED ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3009ms



14/01/2020 08:04:25 UTC
--------------------

MTR:
Start: Tue Jan 14 08:04:25 2020 Blizzard  1.|-- Blizzard                                     0.0%    10    0.3   0.3   0.2   0.5   0.0
  2.|-- 24.105.18.131                                     0.0%    10    0.7   1.2   0.6   2.8   0.7
  3.|-- 137.221.105.12                                    0.0%    10    0.8   0.9   0.6   1.0   0.0
  4.|-- 137.221.66.16                                     0.0%    10    1.4   5.9   0.9  49.0  15.2
  5.|-- 137.221.83.66                                     0.0%    10   12.9  16.4  12.7  44.4   9.9
  6.|-- 137.221.65.68                                     0.0%    10   13.2  14.5  12.8  23.9   3.5
  7.|-- 137.221.65.1                                      0.0%    10   13.1  18.5  12.6  58.5  14.4
  8.|-- 137.221.65.7                                      0.0%    10   13.0  14.2  12.7  23.9   3.4
  9.|-- 137.221.70.34                                     0.0%    10   13.1  20.5  12.9  66.4  17.3
 10.|-- cr1-sjo-p200.bb.spectrumnet.us                    0.0%    10   12.8  13.0  12.7  13.3   0.0
 11.|-- be4.cr4-11greatoaks.bb.as11404.net                0.0%    10   13.1  12.9  12.8  13.1   0.0
 12.|-- be15.cr1-pdx-a.bb.as11404.net                     0.0%    10   30.9  30.8  30.5  31.1   0.0
 13.|-- be2.cr2-sea-b.bb.as11404.net                      0.0%    10   30.7  30.8  30.5  31.3   0.0
 14.|-- condointernet-2-sea-10000m.demarc.spectrumnet.us  0.0%    10   31.1  31.4  31.0  31.9   0.0
 15.|-- ???                                              100.0    10    0.0   0.0   0.0   0.0   0.0


14/01/2020 08:04:25 UTC
--------------------

MTR:
Start: Tue Jan 14 08:04:25 2020 Blizzard  1.|-- Blizzard                                      0.0%    10    0.3   0.3   0.2   0.4   0.0
  2.|-- 24.105.18.3                                       0.0%    10    0.8   1.5   0.5   6.8   1.9
  3.|-- 137.221.105.12                                    0.0%    10    0.8   0.9   0.8   1.2   0.0
  4.|-- 137.221.66.20                                     0.0%    10    1.0   1.9   0.9   8.3   2.2
  5.|-- 137.221.83.68                                     0.0%    10   12.9  15.2  12.8  35.5   7.1
  6.|-- 137.221.65.68                                     0.0%    10   24.4  19.2  12.8  54.7  13.2
  7.|-- 137.221.65.1                                      0.0%    10   12.9  25.6  12.8 108.0  30.7
  8.|-- 137.221.65.7                                      0.0%    10   12.9  16.4  12.8  47.6  11.0
  9.|-- 137.221.70.34                                     0.0%    10   13.0  16.9  12.9  46.3  10.4
 10.|-- as11404.sfmix.org                                 0.0%    10   14.5  14.6  14.4  15.0   0.0
 11.|-- hu0-3-0-21-0.cr1-529bryant.bb.as11404.net         0.0%    10   14.5  14.5  14.2  14.8   0.0
 12.|-- hu0-7-0-3.cr2-sea-b.bb.as11404.net                0.0%    10   32.9  32.7  32.4  33.2   0.0
 13.|-- condointernet-2-sea-10000m.demarc.spectrumnet.us  0.0%    10   33.1  33.1  32.8  33.3   0.0
 14.|-- ???                                              100.0    10    0.0   0.0   0.0   0.0   0.0


14/01/2020 08:04:25 UTC
--------------------
3 Likes
2

I’m not staff, but a WinMTR is always best for diagnosing connection issues.

Click here to show/hide WinMTR instructions

Share your results in a reply:

  1. Click the “Copy Text to clipboard” button after you’ve finished the test.
  2. Paste the text in a reply, highlight it, then click </> on the post editor.
  3. Break links by adding a space before .com/.net, so you can post them.

* Please do not remove full hostnames instead of adding spaces, as this makes troubleshooting much more difficult.

1 Like
3

WinMTR of me trying to log in, but failing:

|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                   No response from host -  100 |   43 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   43 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   43 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |   42 |    0 |    0 |    0 |    0 |    0 |
|                           24.105.30.129 -    0 |   42 |   42 |   29 |   29 |   42 |   30 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR - 0.8. Copyleft @2000-2002 Vasile Laurentiu Stanimir  ( stanimir@cr.nivis.com )~~~~
4

I’m having identical issues - have completed bypassed all firewall and other network equipment going straight to the modem…

In US PNW if it matters…

Oddly, I can login and play on Europe and Asia servers just fine - it’s only the Americas server that I’m having this issue with.

5

I am also US PNW (Seattle area), and my ISP is WaveG.

3 Likes
7

I’m also on Wave Broadband, and people in other regions seem to be able to play just fine…

Also Confirmed another user on the same server as me (which keeps changing, actually…) in North Dakota was having the issue for 24 minutes but it was apparently his entire ISP / Connection on “MidCo” that was offline… we’re both playing fine, for now…

8

I was using an old version of WinMTR, here’s another trace with v0.92 while my game connection failed.

WinMTR Statistics

WinMTR statistics

Host % Sent Recv Best Avrg Wrst Last
router.asus.com 0 144 144 0 0 4 0
br1-meyden-v100.bb.as54858.net 0 144 144 1 1 14 1
172.16.101.125 0 144 144 2 2 5 3
agg2-sea-b-t9-4.bb.spectrumnet.us 0 144 144 2 2 7 2
six.blizzardonline.net 0 144 144 2 7 65 3
ae1-br01-eqse2.as57976.net 0 144 144 29 32 82 29
xe-0-0-0-1-br01-eqsv5.as57976.net 0 144 144 27 29 86 27
et-0-0-29-br02-eqsv5.as57976.net 0 144 144 28 29 81 28
xe-0-0-1-1-br02-eqla1.as57976.net 0 144 144 27 32 118 27
be2-pe01-eqla1.as57976.net 0 144 144 27 27 28 27
lax-eqla1-ia-bons-02.as57976.net 0 144 144 29 30 31 30
24.105.30.129 0 144 144 29 29 32 29
9

Neither test caught a disconnection, and both look pretty good (just a tiny bit of lag in one), so I don’t have a lot of information to offer. If game play is unaffected, I wouldn’t worry about it too much. I know it’s inconvenient, but it will probably fix itself. If not, perhaps once the staff is in during normal business hours, they can offer more insight.

10

Same here, Seattle WaveG user. Been having this issue since last night but was able to login the game after 1-2 mins “entering game”. Can’t login the game completely this morning.

3 Likes
11

Can login to EU/Asia but not Americas region.

1 Like
12

I am also another Seattle WaveG user with the exact same issue. At first I had my doubts, but it is now evident that there is an actual issue somewhere for these users.

2 Likes
13

I just came across WAVE ISP packet loss (WA) - #20 by Nathardrick which has blizzard responses indicating that they changed some WaveG when this happened last year, so maybe they’ll see this thread.

2 Likes
14

Same issue. Takes minutes to log into the game. Once in the main menu, practice range works fine, but quickplay is unplayable with issues such as,missing elimination sound cues, brig double shield bashing due to lag, ana nades being thrown 2 seconds later. Bellevue WA (next to seattle) WAVE G fiber

1 Like
15

My current theory is that network routing between blizzard servers and WaveG is asymmetric - outgoing connections (i.e. from WaveG to Blizzard) seem to be fine, but incoming connections (i.e. from Blizzard to WaveG) are experiencing major to 100% packet loss.

Are other people experiencing issues on WaveG seeing packet loss when running the Blizzard Looking Glass Tool (reverse ping/tracert which does Blizzard -> You)? (Google it, I’m not allowed to post links here unfortunately.)

16

I have the same issue, unable to connect. It hangs entering game. Career Profile takes a long time to access if game does open.

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

Host - % Sent Recv Best Avrg Wrst Last
192.168.1.1 - 0 468 468 0 0 2 0
104.220.160.1 - 1 464 463 0 20 106 16
174.127.183.50 - 1 464 463 0 14 38 14
be20.cr1-che-b.bb.as11404. net - 1 464 463 0 17 37 18
be3.cr1-che-a.bb.as11404. net - 0 468 468 11 14 31 14
hu0-7-0-20-0.cr1-200p-a.bb.as11404. net - 1 464 463 0 18 42 19
as57976.sfmix. org - 1 464 463 0 22 88 17
ae1-br02-eqsv5.as57976. net - 1 464 463 0 29 112 31
xe-0-0-1-1-br02-eqla1.as57976. net - 1 464 463 0 31 105 22
be2-pe02-eqla1.as57976. net - 1 464 463 0 27 46 27
lax-eqla1-ia-bons-03.as57976. net - 1 464 463 0 28 52 28
24.105.30.129 - 1 464 463 0 25 51 27
________________________________________________ ______ ______ ______ ______ ______ ______

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

17

Heya folks,

Looks like you’re having an issue we’ve been investigating for a bit with Wave broadband users. It’s been intermittent but we’ve seen another spike in reports in the last few days. Keep in mind that if you are on a different ISP than Wave Broadband, you’re having a different issue so you’ll need to start your own thread.

For Wave Broadband users, please create a WinMTR test which catches a connection problem. You want to restart the test every 10-15 minutes until you catch one of these problems. Once you’ve caught one red handed, run the test for about 5 more minutes. This will let us look for problems between your house and our servers which may cause this.

If you have problems with posting it due to a link error, go ahead and copy paste this into your next post, and replace “WinMTR goes here” with your test.

~~~~
WinMTR goes here
~~~~
1 Like
18

I tried using WinMTR on the IP that my game connected to when I setup a Custom Game (per instructions in the WinMTR link you posted) but didn’t get any results-- I think whatever port WinMTR is using is getting filtered or just not being replied to on that game server.

If I use the generic “US-West” IP for OW listed in the WinMTR guide, the ping is good with no packet loss, even though on the same machine I am not even able to log in (Cannot connect to server) and when I can, it struggles to even connect to a custom game.

Edit: Got a 207ms response:

|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                   No response from host -  100 |  131 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  131 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  131 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                   No response from host -  100 |  130 |    0 |    0 |    0 |    0 |    0 |
|                           24.105.30.129 -    0 |  130 |  130 |   28 |   30 |  207 |   28 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR - 0.8. Copyleft @2000-2002 Vasile Laurentiu Stanimir  ( stanimir@cr.nivis.com )
1 Like
19

Using Nord VPN and connecting to the fastest connection seems to make things a lot better. Doing it this way i get an occasional lag spike every few minutes or so.

20

I was able to get in after multiple attempts, played a couple of games. Then, when going to Career Profile, I was disconnected. Had trouble logging in again. Disconnected after finally logging in and checking Career Profile. Unable to log in currently.

~~~~
|------------------------------------------------------------------------------------------|
|                                      WinMTR statistics                                   |
|                       Host              -   %  | Sent | Recv | Best | Avrg | Wrst | Last |
|------------------------------------------------|------|------|------|------|------|------|
|                             192.168.1.1 -    1 |  737 |  736 |    0 |    0 |    3 |    0 |
|                           104.220.160.1 -    0 |  741 |  741 |    6 |   20 |  262 |   12 |
|                          174.127.183.50 -    0 |  741 |  741 |    9 |   18 |  272 |   17 |
|           be20.cr1-che-b.bb.as11404.net -    0 |  741 |  741 |   10 |   19 |  283 |   14 |
|            be3.cr1-che-a.bb.as11404.net -    0 |  741 |  741 |   11 |   19 |  275 |   19 |
|  hu0-7-0-20-0.cr1-200p-a.bb.as11404.net -    1 |  738 |  737 |    0 |   17 |  119 |   17 |
|                       as57976.sfmix.org -    0 |  741 |  741 |   13 |   25 |  277 |   16 |
|              ae1-br02-eqsv5.as57976.net -    0 |  741 |  741 |   21 |   28 |  282 |   29 |
|       xe-0-0-1-1-br02-eqla1.as57976.net -    1 |  738 |  737 |    0 |   30 |  137 |   30 |
|              be2-pe02-eqla1.as57976.net -    1 |  738 |  737 |    0 |   26 |  124 |   25 |
|        lax-eqla1-ia-bons-03.as57976.net -    0 |  741 |  741 |   21 |   29 |  272 |   25 |
|                           24.105.30.129 -    0 |  741 |  741 |   21 |   26 |   56 |   26 |
|________________________________________________|______|______|______|______|______|______|
   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
~~~~
21

This was the most recent log of 5, it seemed to have a good representation of the others.