Odd Disconnects from game

Technical Support
1

I’ve done all the recommended troubleshooting from other posts, but I still get odd disconnects. I am direct connected, no wifi.

  1. Most of the time, when I log in it’ll tell me that Blizz services are down, and won’t let me do anything online (co-op, versus, etc.)
  2. When I do get onto Blizz services, it’ll sometimes DC me if I switch to Co-op to versus or vice versa.
  3. It’ll sometimes DC if I just sit in menus for a few minutes (again from Blizz services only)
  4. When I do play a match with a friend, after the match, typically I’m DC’d at the score screen (but not during the match). It’s a guaranteed DC if I get any achievement.
  5. At all times, I’m never DC’d from battle.net and can remain on battle.net voice chat indefinitely.
  6. I can connect to EU easily and without issue. It appears isolated to US servers for me.
  7. At no time have I ever gotten any sort of error message.
    Edit: 8) Last night the game invited my friend while I was out of game. I have an authentication app and check the log in activity frequently, no unauthorized log ins.
1 Like
2

Hey Nevinal,

Since it’s only happening on the US region and not EU that usually indicates it’s not an issue with your PC itself. However it may be an issue with the ISP or along the route to the US servers.

Can you run a WinMTR to the US Central IP and post the results here:

  1. Download WinMTR
  2. Right-click on the downloaded .zip folder and select “Extract All”, to extract the files to a new folder.
  3. Open the new WinMTR-v092 folder that was created, then open the WinMTR_x32 folder.
  4. Right-click on the WinMTR application and select “Run as administrator”.
  5. Launch the game and join a match. Once you’re loaded into the match press Ctrl+Alt+F to bring up the performance stats in the upper-left corner and note the server you are connected to.
  6. Quickly Alt+Tab out of the game and type the server IP address in the “Host” field.
    Central - 24.105.62.129
    West - 24.105.30.129
  7. Click “Start” to begin the test then Alt+Tab back into the game. Allow the test to run for the full duration of the match, then click on “Stop” when you’re done playing.
  8. Click on “Export TEXT” to save the results as a text document, then post the results.
3

Here it is, although it should be noted that I couldn’t initially start a game without being in a group (DC), the issue did not repeat during this run, and when i did ctrl-alt-F, it popped up as Eastern not Central or Western.

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

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

| 192.168.0.1 - 0 | 1231 | 1231 | 0 | 0 | 10 | 0 |

|cm-1-acr03.longmont.co.denver .comcast.net - 1 | 1226 | 1225 | 4 | 11 | 240 | 8 |

| 96.110.194.221 - 0 | 1230 | 1230 | 5 | 12 | 47 | 9 |

| ae-32-ar01.denver.co.denver. comcast. net - 0 | 1230 | 1230 | 4 | 12 | 53 | 9 |

|be-33652-cr02.1601milehigh. co .ibone.comcast. net - 0 | 1230 | 1230 | 7 | 13 | 34 | 10 |

|be-12124-cr02.dallas.tx.i bone.comcast. net - 0 | 1230 | 1230 | 20 | 26 | 56 | 28 |

|be-12495-pe03.1950stem mons.tx.ibone.comcast. net - 0 | 1230 | 1230 | 19 | 26 | 53 | 23 |

| 50.208.232.130 - 0 | 1230 | 1230 | 22 | 30 | 170 | 24 |

| ae1-br01-eqda6 .as57976. net - 0 | 1230 | 1230 | 33 | 42 | 148 | 37 |

| et-0-0-4-br01-eqch 2.as57976. net - 0 | 1230 | 1230 | 36 | 44 | 154 | 38 |

| et-0-0-0-pe02-eqch2 .as579 76. net - 0 | 1230 | 1230 | 32 | 42 | 164 | 36 |

| chi-eqch2-ia-bon s-02.as57976 .net - 0 | 1230 | 1230 | 37 | 40 | 63 | 41 |

| 24.105.62.129 - 0 | 1230 | 1230 | 36 | 41 | 63 | 38 |

4

Thanks Nevinal,

The WinMTR data looks fine, but I understand that the disconnect didn’t occur during this game. I would just recommend to continue running the WinMTR while you play in case the disconnects start happening again.

For the purposes of Starcraft II, Eastern is hosted on the Central data center so that is the IP you’d want to use.

5

Second test below, this time replicated DC.
BTW, I could only play when being invited by my friend to a group, I could not do anything solo. Additionally, the game would sometimes log me in at level 5 on co-op when I’m level 10 with a hero, which is certainly not a lag or packet loss issue IMO.

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

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

| 192.168.0.1 - 0 | 3107 | 3107 | 0 | 0 | 9 | 0 |

|cm-1-acr03.longmont.co.denver.comcast. net - 1 | 3095 | 3092 | 5 | 10 | 141 | 8 |

| 96.110.194.221 - 0 | 3106 | 3106 | 5 | 11 | 87 | 10 |

| ae-32-ar01.denver.co.denver.comcast. net - 0 | 3106 | 3106 | 4 | 12 | 107 | 8 |

|be-33652-cr02.1601milehigh.co.ibone.comcast .net - 0 | 3106 | 3106 | 6 | 12 | 43 | 11 |

|be-12124-cr02.dallas.tx.ibone.comcast. net - 1 | 3095 | 3092 | 19 | 25 | 61 | 24 |

|be-12495-pe03.1950stemmons.tx.ibone.comcast. net - 0 | 3106 | 3106 | 20 | 25 | 52 | 24 |

| 50.208.232.130 - 0 | 3106 | 3106 | 19 | 29 | 202 | 89 |

| ae1-br01-eqda6.as57976. net - 0 | 3106 | 3106 | 33 | 42 | 150 | 37 |

| et-0-0-4-br01-eqch2.as57976 .net - 0 | 3106 | 3106 | 34 | 43 | 288 | 50 |

| et-0-0-0-pe02-eqch2.as57976. net - 0 | 3106 | 3106 | 36 | 41 | 176 | 37 |

| chi-eqch2-ia-bons-02.as57976. net - 0 | 3106 | 3106 | 34 | 40 | 67 | 46 |

| 24.105.62.129 - 0 | 3106 | 3106 | 36 | 40 | 62 | 40 |

|____________|||||||

6

Hey, Nevinal! The connection tests here look pretty normal. Out of curiosity, what’s the router/modem models in the household?

If its netgear, we’re tracking an issue with netgear routers with disconnection issues on this thread.

7

Motorola 7550 Modem/Router. So, not netgear. From the issues I’m experiencing, I am highly suspect it would be a connection issue. I have a hard time believing a connection issue would bounce me from a lower level in Co-op back to my normal and so forth. Along with the other odd scenarios I presented.

8

Thank you for the details, Nevinal! The error can be caused by other issues like caching or cold storage, even account level issues at times.

With this not happening with another region, could you open a ticket with our technical support team? This way, we can continue to work with you on some account level troubleshooting for this issue along with the system files to check for anything that might be causing these odd disconnections.

9

I will most certainly try, but each time I’ve tried in the past, I get a message saying I cannot submit this ticket.
Edit: I have tried, and for the sixth or so time, the ticket has been denied.

10

Hey again,

If you’re getting errors when submitting the ticket, can you try using a different browser to submit it and see if that works? Or, if you’re using Google Chrome try switching to Incognito mode and see if that gets it to submit.

11

No on different browsers and incognito mode. And right now the only way to submit a ticket is via web ticket.

12

Web ticket would be the only method right now, correct.

Are you attaching the dxdiag, msinfo and any optional files that the form requests?

Try this link instead:
https://us.battle.net/support/en/help/contact/235/ticket

13

I am filling out every line item. I used the link you provided. Still giving me an error…

14

Hey, Nevinal! That’s a bit troublesome, could you try a third party DNS service like Google DNS? If that fails, is an alternative network possible?

What’s the error when trying to submit a ticket?

15

I will try. It’s a generic error…something to the effect of “the ticket cannot be submitted at this time, this might be temporary, please try again later”
I’ve tried later.

Edit: Yeah, it’s not letting me submit a ticket. The exact phrase I get:

"You can’t submit this ticket.

An error has occurred. This may be a temporary error, so please try again later."

16

Sorry for the delay, Nevinal! I’m not seeing any tickets submitted just yet. Have you tried another browser to test and/or clearing the cache and cookies for the current browser?

Could you try this link instead?
https://us.battle.net/support/en/help/contact/1204/ticket