Constant Disconnect Issue

Vergilius-westfall · March 27, 2021, 8:55pm

I’ve been having a recurring issue where at random intervals, I’ll stop loading information about the world from the server. I can usually still use chat just fine. I can move around but no NPCs are visible. Often times changing zones will trigger a WOW51900319. When I reload, the last action I took before the partial disconnect will have gone through (casting a spell, sending or retrieving a piece of mail, moving an item from one inventory slot to another), but subsequent actions won’t have gone through.

Here is my Looking Glass data–it looks like I might need to call my ISP? What should I tell them?

TRACEROUTE:
traceroute to 74.96.213.126 (74.96.213.126), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.308 ms  0.376 ms  0.390 ms
 2  24.105.18.130 (24.105.18.130)  2.405 ms  2.436 ms  2.444 ms
 3  137.221.105.10 (137.221.105.10)  2.377 ms  2.399 ms  2.405 ms
 4  137.221.66.20 (137.221.66.20)  2.304 ms  2.332 ms  2.343 ms
 5  137.221.83.84 (137.221.83.84)  785.019 ms  785.071 ms  1001.205 ms
 6  * * *
 7  137.221.68.32 (137.221.68.32)  6.264 ms  6.290 ms  6.626 ms
 8  4-1-3.ear3.LosAngeles1.Level3.net (4.71.135.105)  5.759 ms  5.763 ms  5.792 ms
 9  ae-1-3501.edge7.LosAngeles1.Level3.net (4.69.219.41)  5.814 ms  6.141 ms  6.076 ms
10  TWC-level3-40G.Miami.Level3.net (4.68.62.182)  5.771 ms  5.813 ms  5.816 ms
11  100.41.25.5 (100.41.25.5)  60.652 ms  60.706 ms  60.936 ms
12  pool-74-96-213-126.washdc.fios.verizon.net (74.96.213.126)  65.993 ms  65.984 ms  65.715 ms


27/03/2021 20:45:50 UTC
--------------------

TRACEROUTE:
traceroute to 74.96.213.126 (74.96.213.126), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.533 ms  0.528 ms  0.531 ms
 2  37.244.23.131 (37.244.23.131)  0.635 ms  0.655 ms  0.730 ms
 3  24.105.62.152 (24.105.62.152)  1.521 ms  1.539 ms  1.543 ms
 4  137.221.66.14 (137.221.66.14)  1.543 ms  1.547 ms  1.550 ms
 5  * * *
 6  137.221.69.32 (137.221.69.32)  19.180 ms  16.293 ms  16.260 ms
 7  7-1-4.ear7.Chicago2.Level3.net (4.7.196.133)  1.610 ms  1.604 ms  1.597 ms
 8  ae-1-3510.edge1.Chicago10.Level3.net (4.69.219.14)  2.124 ms  2.387 ms  2.234 ms
 9  Verizon-level3-Chicago10.Level3.net (4.68.37.186)  2.543 ms  2.420 ms  2.412 ms
10  100.41.25.5 (100.41.25.5)  21.313 ms  21.331 ms  21.177 ms
11  pool-74-96-213-126.washdc.fios.verizon.net (74.96.213.126)  22.464 ms  25.928 ms  25.206 ms


27/03/2021 20:45:50 UTC
--------------------

PING:
PING 74.96.213.126 (74.96.213.126) 56(84) bytes of data.
64 bytes from 74.96.213.126: icmp_seq=1 ttl=52 time=66.4 ms
64 bytes from 74.96.213.126: icmp_seq=2 ttl=52 time=61.8 ms
64 bytes from 74.96.213.126: icmp_seq=3 ttl=52 time=63.5 ms
64 bytes from 74.96.213.126: icmp_seq=4 ttl=52 time=62.5 ms

--- 74.96.213.126 ping statistics ---
4 packets transmitted, 4 received, 0% packet loss, time 2999ms
rtt min/avg/max/mdev = 61.898/63.621/66.487/1.762 ms


27/03/2021 20:45:50 UTC
--------------------

PING:
PING 74.96.213.126 (74.96.213.126) 56(84) bytes of data.
64 bytes from 74.96.213.126: icmp_seq=1 ttl=53 time=26.6 ms
64 bytes from 74.96.213.126: icmp_seq=2 ttl=53 time=25.3 ms
64 bytes from 74.96.213.126: icmp_seq=3 ttl=53 time=24.9 ms
64 bytes from 74.96.213.126: icmp_seq=4 ttl=53 time=23.6 ms

--- 74.96.213.126 ping statistics ---
4 packets transmitted, 4 received, 0% packet loss, time 3002ms
rtt min/avg/max/mdev = 23.669/25.135/26.630/1.055 ms


27/03/2021 20:45:50 UTC
--------------------

MTR:
Start: Sat Mar 27 20:45:50 2021 Blizzard  1.|-- Blizzard                               0.0%    10    0.4   0.3   0.3   0.5   0.0
  2.|-- 24.105.18.130                               0.0%    10    0.6   0.6   0.5   0.8   0.0
  3.|-- 137.221.105.10                              0.0%    10    0.8   0.9   0.8   1.1   0.0
  4.|-- 137.221.66.20                               0.0%    10    0.8   6.5   0.4  59.7  18.7
  5.|-- 137.221.83.84                               0.0%    10  1226. 568.7  65.8 1226. 405.2
  6.|-- 137.221.65.68                              90.0%    10  14305 14305 14305 14305   0.0
  7.|-- 137.221.68.32                               0.0%    10   28.2  11.1   5.9  34.6  10.8
  8.|-- 4-1-3.ear3.LosAngeles1.Level3.net           0.0%    10    5.5   5.6   5.4   6.1   0.0
  9.|-- ae-1-3501.edge7.LosAngeles1.Level3.net      0.0%    10    7.8  10.9   5.9  20.0   5.3
 10.|-- TWC-level3-40G.Miami.Level3.net             0.0%    10    5.8   5.8   5.6   6.1   0.0
 11.|-- 100.41.25.5                                 0.0%    10   60.8  60.6  60.6  60.8   0.0
 12.|-- pool-74-96-213-126.washdc.fios.verizon.net  0.0%    10   61.9  63.3  61.6  65.7   1.3


27/03/2021 20:45:50 UTC
--------------------

MTR:
Start: Sat Mar 27 20:45:50 2021 Blizzard  1.|-- Blizzard                                0.0%    10    0.4   0.3   0.2   0.4   0.0
  2.|-- 37.244.23.3                                 0.0%    10    1.5   0.9   0.5   2.2   0.0
  3.|-- 24.105.62.152                               0.0%    10    0.8   1.0   0.8   1.3   0.0
  4.|-- 137.221.66.10                               0.0%    10   10.0   3.3   1.8  10.0   2.7
  5.|-- ???                                        100.0    10    0.0   0.0   0.0   0.0   0.0
  6.|-- 137.221.69.32                               0.0%    10    2.5   6.7   2.3  44.4  13.2
  7.|-- 7-1-4.ear7.Chicago2.Level3.net              0.0%    10    2.1   2.1   2.0   2.1   0.0
  8.|-- ae-1-3510.edge1.Chicago10.Level3.net        0.0%    10    2.7   5.4   2.5  16.5   4.8
  9.|-- Verizon-level3-Chicago10.Level3.net         0.0%    10    3.7   6.7   3.3  29.5   8.2
 10.|-- 100.41.25.3                                 0.0%    10   21.4  21.4  21.3  22.0   0.0
 11.|-- pool-74-96-213-126.washdc.fios.verizon.net  0.0%    10   28.0  24.3  22.2  28.0   1.6


27/03/2021 20:45:50 UTC
--------------------

Elocin-mugthol · March 27, 2021, 11:03pm

The tests look fine. Unfortunately, the test you’d want to use for this issue (WinMTR) is usually blocked by FiOS, but you can give it a go and see if you can capture any data.

Sometimes this issue is caused by corrupt UI elements, or even addons, as they poll the server for data and can’t process it.

Vergilius-westfall · March 27, 2021, 11:05pm

Here’s what I get when I run WinMTR.

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

|                                      WinMTR statistics                                   |

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

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

|                             192.168.0.1 -    0 | 2442 | 2442 |    0 |    0 |   29 |    0 |

|                           24.105.62.129 -    0 | 2443 | 2443 |    1 |    5 |  136 |    7 |

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

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

Sometimes this issue is caused by corrupt UI elements, or even addons, as they poll the server for data and can’t process it.

Could you elaborate? I had tried disabling all my addons a while back, but was still having the problem, so I turned them back on.

Elocin-mugthol · March 27, 2021, 11:29pm

Well, at least it ran :). Unfortunately, all we can tell from this test is that somewhere between your home PC and the Blizzard server, the connection is climbing to pings of 136ms.

I’m testing another tool (Edit: check next reply!) to see if it will work with FiOS, as it’s quite a bit newer and still being developed/updated, unlike WinMTR.

Disabling through the menu will not actually unload them, only hide them visually for the most part. Renaming the Interface/Addons folder will unload them temporarily, though.

Elocin-mugthol · March 27, 2021, 11:50pm

There’s another well-known app for testing connection issues called PingPlotter. Blizzard doesn’t have documentation about it because they don’t use it in their forum troubleshooting, but that doesn’t mean you can’t try it on your own if the UI resets don’t work.

An explanation of the difference in testing clients:

WinMTR uses a type of packet called ICMP for testing with no other option. The trouble is that FiOS blocks ICMP requests on their network. ICMP is also the default option for PingPlotter, but you can choose to use UDP packets instead through the menu, which are less likely to be blocked. This setting can be accessed through Edit > Options > Default Settings > Engine > Packet type: UDP packets.

Please note: The UDP option is only available in the Professional version, which you get a free trial of for 14 days when installing.

In other words, if you want to dig deep into this on your own, PingPlotter may be able to help. Unfortunately, there’s no official support for deciphering the results here in the forum. However, you may not need help with it, or you have the option to reach out on a subReddit/FiOS forums for assistance.

Edit: I do think it’s worth exploring the UI changes/settings first. You may not need to learn the new app if it’s a problem with the local files. I hope this all helps

Vergilius-westfall · March 28, 2021, 12:09am

Appreciate the help so far. Tried the UI reset, didn’t help. Might give PingPlotter a try.

Garthnar-area-52 · March 28, 2021, 1:14am

same issue

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

| WinMTR statistics |

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

| 192.168.1.1 - 0 | 146 | 146 | 1 | 13 | 45 | 8 |

| 96.120.48.109 - 0 | 146 | 146 | 7 | 13 | 60 | 9 |

|po-301-1204-rur02.newhope.mn.minn.comcast.net - 0 | 146 | 146 | 7 | 13 | 45 | 11 |

|be-43-ar01.roseville.mn.minn.comcast.net - 0 | 146 | 146 | 8 | 14 | 56 | 10 |

|be-13367-cr02.350ecermak.il.ibone.comcast.net - 1 | 142 | 141 | 18 | 24 | 50 | 20 |

|be-1202-cs02.350ecermak.il.ibone.comcast.net - 0 | 146 | 146 | 19 | 25 | 64 | 21 |

|be-2211-pe11.350ecermak.il.ibone.comcast.net - 10 | 107 | 97 | 18 | 24 | 59 | 19 |

|as8075-1-c.529bryant.ca.ibone.comcast.net - 0 | 146 | 146 | 18 | 28 | 77 | 55 |

| No response from host - 100 | 30 | 0 | 0 | 0 | 0 | 0 |

| et-0-0-1-pe02-eqch2.as57976.net - 0 | 146 | 146 | 17 | 26 | 79 | 21 |

| No response from host - 100 | 30 | 0 | 0 | 0 | 0 | 0 |

|____________|||||||

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

Elocin-mugthol · March 28, 2021, 3:20am

Please make your own thread. You’re not on the same ISP as the OP and it’s better do troubleshooting for one player per thread to avoid missed replies/steps. (P.S. There are no major issues in your test, but if you want to discuss, make that new thread.)

I hope it goes well.

Vergilius-westfall · March 28, 2021, 2:14pm

Mama mia, that’s a lotta packet loss:

Target Name: 24.105.62.129
         IP: 24.105.62.129
  Date/Time: 3/28/2021 9:52:46 AM - 3/28/2021 10:02:46 AM

Hop  Sent  PL%    Min    Max    Avg  Host Name / [IP]
  1   153    0   0.61   4.20   1.42  192.168.0.1 [192.168.0.1]
  2   153  100      0      0      0   [-]
  3    77    0   1.13   9.02   4.37  100.41.25.2 [100.41.25.2]
  4    76    0   3.76  17.10   6.63  0.ae1.BR1.IAD8.ALTER.NET [140.222.239.77]
  5   150   63   3.70  11.17   7.11  lag-78.ear3.WashingtonDC12.Level3.net [4.68.75.97]
  6   148   93  22.50  27.52  24.71  ae-2-3608.ear7.Chicago2.Level3.net [4.69.142.178]
  7   153  100      0      0      0  24.105.62.129 [24.105.62.129]

Elocin-mugthol · March 28, 2021, 3:07pm

I don’t think there is any packet loss, just the hops ignoring some of your requests. Each hop saw all 153 packets.

You may not have captured an issue during this test.

Vergilius-westfall · March 28, 2021, 3:49pm

Hmm. Why is it reading 63%, 93%, 100% packet loss as it goes from the two level3 servers to the blizzard server, then? Or are those packets not actually lost, just showing up as lost? I was definitely experiencing the disconnect issue in game while this test was running.

Zungar-silver-hand · March 28, 2021, 5:22pm

If they were really losing the packets the last hop wouldn’t see the same number of packets as the first hop.
Hop 1, 153 packets, hop 7 153 packets.

Vergilius-westfall · March 29, 2021, 12:08am

So what’s my next step here? Have I eliminated the possibility that the problem is with my home network?

Elocin-mugthol · March 29, 2021, 2:16am

The connection isn’t eliminated as the source of the problem unless you disconnected while running the tests. Did you disconnect from Wow while running them?

If not, then we may still be looking for something on that route that just happened to evade the test.

If yes, then the connection route isn’t the problem and it’s going to be something on the computer causing the disconnect. The UI reset should have taken care of any addon problems as long as all steps were performed. There may be third party software controlling quality of service, like KillerNIC or similar. For this, you may want to open a ticket with the staff and point them to this thread in your description of the issue.

Additionally, check your Windows event viewer under system logs for any events labeled critical or warning around the time of the disconnect. I’ve seen this problem happen with the network connection broker(Windows utility called NCB) in niche cases when both wifi and ethernet are enabled at the same time.

Vergilius-westfall · March 29, 2021, 3:25pm

Yeah, the problem occurred while I was running the logs, although I didn’t get a full disconnect.

There are no critical or warning events from the source “NCB” under system.

I am going to be running some Cat6a cable through my wall soon…if it’s on my end after all hopefully that fixes it.

Elocin-mugthol · March 29, 2021, 5:28pm

The test didn’t show disconnects, so it would be a problem on the machine itself most likely. That being said, it might still be worth opening a ticket.

Vergilius-westfall · March 29, 2021, 6:12pm

So for my education, and in case I need to talk to someone at either Blizzard or my ISP about it–when PingPlotter is reporting n% packet loss at a given jump, that doesn’t mean there’s packet loss so long as the “count” is the same at the first and last nodes? It’s something else happening?

Elocin-mugthol · March 29, 2021, 6:36pm

Correct.

Something beyond the network test, on the computer itself.

Vergilius-westfall · March 29, 2021, 6:55pm

Thanks for clarifying, and for all your help.

So we’re now thinking it’s most likely a software-level problem on my PC?

Elocin-mugthol · March 29, 2021, 6:55pm

Network-related driver/config, or software-related. The staff in the tickets may have more insight.

And you’re welcome. I hope you can get this figured out, I know it’s annoying.