Starcraft 2 Frequent disconnect and can't reconnect

Technical Support
1

Just got back into the game after a long hiatus and now about 25% of my games end with my losing connection and being unable to ever reconnect.

I have followed the steps here: StarCraft II Disconnection Problems - Blizzard Support.

and the issue still persists despite this. I also reinstalled the game, did the battle.net scan and fix, and fully reset my router.

I would love any support as playing any online matches are impossible at the moment.

2

Hey there! Let’s go ahead and have you run a ‘WinMTR’ network test while the problem occurs in-game so that we can further investigate potential network-related issues between your computer and the game server. Here are the instructions:

  1. Download the tool from this page
  2. Enter the game IP into the “host” field. The IP address for our games are listed on the WinMTR instructions page
  3. Start the test and play the game for at least 15 minutes. Ensure the problem happens while the WinMTR tool is running.
  4. After recording the problem data, click “export text” and save the WinMTR file in an easy to find location.
  5. Once you have that made, open the file. You’ll need to copy and paste the contents of the Text document into the post, and put four Tilde (~) marks above the WinMTR. It’ll look like this:
WinMTR goes here

If you have issues pasting here, please use Pastebin and post the link (ex: Pastebin (dot) com/123456).

3

Thank you so much for the speedy reply! I just played an unraked game and lost connection at ~7:40.

Here is the Win MTR

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

|                                      WinMTR statistics                                   |

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

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

|                     www.routerlogin.com -    0 |  676 |  676 |    0 |    0 |   12 |    0 |

|        072-031-136-149.res.spectrum.com -    0 |  676 |  676 |    6 |    7 |   24 |    6 |

|int-0-2-0-7.orld12-ser1.netops.charter.com -    0 |  676 |  676 |    3 |    8 |   31 |    6 |

|   lag-28.orld71-car1.netops.charter.com -    0 |  676 |  676 |    7 |    9 |   75 |    9 |

|lag-25-10.orldfljo00w-bcr00.netops.charter.com -    0 |  676 |  676 |    8 |   13 |   34 |   17 |

|      lag-3.pr1.mia00.netops.charter.com -    0 |  676 |  676 |   14 |   17 |   44 |   16 |

|        ae-15-312.pr0.dca10.tbone.rr.com -    0 |  676 |  676 |   14 |   20 |   99 |   22 |

|              ae1-br01-eqmi2.as57976.net -    0 |  676 |  676 |   52 |   55 |  111 |   54 |

|       xe-0-0-0-1-br01-eqat2.as57976.net -    0 |  676 |  676 |   52 |   56 |  162 |   54 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|         et-0-0-1-pe02-eqch2.as57976.net -    0 |  676 |  676 |   52 |   54 |   87 |   64 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |  136 |    0 |    0 |    0 |    0 |    0 |

|________________________________________________|______|______|______|______|______|______|

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
4

Thanks for taking the time to run that WinMTR test! The test doesn’t show any evidence of instability, and this could indicate that the issue is not isolated to the network/connection. However, as an added measure, can you temporarily test an alternate network such as a mobile hotspot or VPN? This will help us quickly determine whether the issue is network-related or not.

If the disconnect issue is resolved when using an alternate network, at that point we can be sure that the issue is isolated to the primary network. In these situations, ultimately we can only recommend contacting the Internet Service Provider (ISP) for assistance determining what is causing the issue to occur on that specific network. They might need to adjust network-level security/firewall settings or temporarily replace the network devices in your home to narrow it down further. I always recommend requesting to be forwarded to a “level 2 or level 3 technician” when contacting the ISP since the front-line representatives typically only have access to basic diagnostics and troubleshooting tools.

Hopefully, this info helps narrow it down. Let us know how it goes!

5

Great thank you! Ill test on another network now. I did also find I almost always disconnect at the 6-7 minute mark. At this point it is every single game.

Update:
Ok yeah, a VPN seems to have fixed it though ill keep trying to replicate with one on. Any tips for how I should phrase the issue to my ISP?

6

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