Disconnecting every 5 min

Schala-nemesis · February 8, 2022, 8:51pm

Hi, yesterdey I renewed my subscription to play WoW and ever since I’m getting disconnected from the game every 5 minutes or so. Happens while in game and after a while I did some troubleshooting as specified below (found in battle.net support page):

Reset your user interface to make sure your files and addons are not corrupted. (DONE)
Reset your network devices to make sure your router hasn’t become flooded with data. (DONE)
Release and renew your IP and flush your DNS to resolve any network conflicts. (DONE)
Update your drivers and operating system to resolve any compatibility issues. (EVERYTHING IS UPDATED)
If you’re using a wireless connection, optimize your internet connection to rule out a connection issue. (USING WIRED CONNECTION)
Close all other applications to resolve software conflicts and free up resources. (DONE)

Advanced Troubleshooting

Check your network configuration to find any issues with your firewall, router, or port settings. (DONE)
If you’re using a VPN, try removing it. (NOT USING)
Disable any proxies that may interfere with the login module. (NOT USING)
Run a security scan to remove any viruses or malware infections. (NO VIRUS / RECENTLY INSTALLED WINDOWS 11)
Update or temporarily uninstall any security programs, which may mistakenly identify the login module as a security threat. (NOT USING ANY, EXCEPT FOR WINDOWS DEFENDER)
Old firmware on your modem and router can cause issues with complex game connections. Visit the manufacturer’s website for instructions on how to apply firmware updates. (ITS UPDATED)

After doing all those troubleshooting, I went for the WinMTR traceroute. I let it execute until I disconnected from the game (approximately 5 min) and then stopped. The results are shown below for the 2 IP addresses (137.221.105.2 and 24.105.62.129) provided in the support page:

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

|                                      WinMTR statistics                                   |

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

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

|                           192.168.100.1 -    0 |  363 |  363 |    0 |    0 |   15 |    0 |

|terra-200-225-254-190.dynamic.idial.com.br -    0 |  363 |  363 |    1 |    4 |   33 |    3 |

|187-032-212-099.static.ctbctelecom.com.br -    0 |  363 |  363 |    2 |    3 |   14 |    3 |

|187-032-212-097.static.ctbctelecom.com.br -    0 |  363 |  363 |    2 |    4 |   26 |    3 |

|                           100.126.1.226 -    0 |  363 |  363 |  116 |  117 |  123 |  118 |

|                            100.127.6.98 -    0 |  363 |  363 |  116 |  117 |  124 |  117 |

|                           100.127.6.154 -    0 |  363 |  363 |   14 |   14 |   27 |   14 |

|et-2-1-2-0.sac.border-b.mia.algartelecom.com.br -    0 |  363 |  363 |  116 |  117 |  150 |  116 |

|                           206.41.108.97 -    0 |  363 |  363 |  116 |  120 |  185 |  118 |

|              ae1-br01-eqmi2.as57976.net -    0 |  363 |  363 |  153 |  155 |  210 |  154 |

|       xe-0-0-0-1-br01-eqat2.as57976.net -    0 |  363 |  363 |  156 |  158 |  261 |  156 |

|                      Request timed out. -  100 |   74 |    0 |    0 |    0 |    0 |    0 |

|         et-0-0-1-pe01-eqch2.as57976.net -    0 |  363 |  363 |  156 |  157 |  176 |  176 |

|                           24.105.62.129 -    0 |  363 |  363 |  154 |  154 |  169 |  154 |

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

   WinMTR v1.00 GPLv2 (original by Appnor MSP - Fully Managed Hosting & Cloud Provider)

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

|                                      WinMTR statistics                                   |

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

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

|                           192.168.100.1 -    0 |  337 |  337 |    0 |    0 |    8 |    0 |

|terra-200-225-254-190.dynamic.idial.com.br -    0 |  337 |  337 |    2 |    3 |   39 |    3 |

|187-032-212-099.static.ctbctelecom.com.br -    0 |  337 |  337 |    2 |    2 |   14 |    3 |

|187-032-212-097.static.ctbctelecom.com.br -    0 |  337 |  337 |    2 |    4 |   54 |   19 |

|                           100.126.1.226 -    0 |  337 |  337 |  116 |  117 |  122 |  117 |

|                            100.127.6.98 -    0 |  337 |  337 |  116 |  117 |  127 |  117 |

|                           100.127.6.154 -    0 |  337 |  337 |   13 |   14 |   45 |   14 |

|et-2-1-2-0.sac.border-b.mia.algartelecom.com.br -    0 |  337 |  337 |  116 |  117 |  152 |  117 |

|                           206.41.108.97 -    0 |  337 |  337 |  116 |  121 |  224 |  117 |

|                           137.221.76.35 -    0 |  337 |  337 |  169 |  170 |  281 |  169 |

|       xe-0-0-1-1-br01-eqda6.as57976.net -    0 |  337 |  337 |  170 |  174 |  240 |  172 |

|        et-0-0-2-br02-swlv10.as57976.net -    0 |  337 |  337 |  183 |  190 |  730 |  186 |

|        et-0-0-1-pe02-swlv10.as57976.net -    0 |  337 |  337 |  171 |  172 |  193 |  171 |

|       las-swlv10-ia-bons-02.as57976.net -    0 |  337 |  337 |  169 |  169 |  174 |  169 |

|                           137.221.105.2 -    0 |  337 |  337 |  171 |  172 |  185 |  172 |

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

   WinMTR v1.00 GPLv2 (original by Appnor MSP - Fully Managed Hosting & Cloud Provider)

The latency is a little higher because I’m playing from Brazil, so the normal average is between 100-200.
Any help is appreciated, thanks.

Btq-eonar · February 8, 2022, 11:10pm

Check to be sure your new Windows 11 is " Activated "?

Also completed the install with the back up email address.
This will continue untill it locks your computer up refusing to do anything untill you complete the setup.

If you already did that then, that’s all I have for you.
Good luck

Schala-nemesis · February 8, 2022, 11:30pm

Hi, my Windows 11 is activated with a Microsoft account digital license. Also, I am able to play any other games without disconnecting so far, even other blizzard games like SCII. This is happening only with WoW.

But thanks for the answer anyway!

Jetsum-echo-isles · February 9, 2022, 5:21am

The issue is with the route your ISP is using to get to Blizzard servers. You would still be able to play other games as those are located at different sites than Blizzard’s and not have the same issue. Contact your ISP and show them the WinMTR you posted here as they are the only ones who can get this resolved with their peering partners.

Elocin-mugthol · February 9, 2022, 8:37am

I’ve read that Windows Defender has new cloud restrictions on Windows 11, so you might look into that as the cause.

Eel-suramar · February 9, 2022, 9:01pm

you can also check if any files are set to “read only” ------right click the file — click properties -----bottom of the window popup see if the box is ticked for read only then untick it

Kaldraydis-1147 · February 10, 2022, 4:48pm

Hey there,

I do not see any packet loss in the test results. Since the disconnect happened while the test was running, but no test data was lost, it means something is treating the game data differently than the test data.

First I’d try a Windows Network Reset and also Factory Reset on the network equipment. A Factory Reset is very different from restarting the device. Check online for instructions for each router/modem as most of them will have a different method for doing this.

As Elocin suggested it’s also good to check Windows Defender settings. Be sure to also temporarily uninstall any extra security programs as a test. It should be safe to play the game with only Windows Defender temporarily for this test. Any removed programs may be re-added if this test does not work.

If the problem is still happening after that, using a VPN might help verify if the network provider is deprioritizing games. This would only be a test not a real solution for the problem. Even if it works we would need to refer to the service provider regarding the issue.

I do hope the info helps. If there’s anything else you might need just let us know.

Schala-nemesis · February 10, 2022, 9:09pm

It seems that, indeed, was Microsoft Defender Cloud-delivered Protection option that was causing the problem. Turning it off did the job, no more disconnections. However, I don’t like this solution very much as it was necessary to deactivate a safety option in the only anti-virus program that I use on my computer. I don’t know if there is another work around to solve this instead of deactivating that option, but thanks everyone for the help!

At least now you guys from tech support know there is a problem with that and lets hope that there will be a fix for this, thanks again!

Elocin-mugthol · February 10, 2022, 10:56pm

Unfortunately, Microsoft is responsible for the restrictions created by their built-in app. They need to whitelist the game from the restrictions, not the other way around.

However, I’m glad this solved the issue.

Jyxy-turalyon · February 23, 2022, 12:55pm

Win10 user here and I had disconnects after interacting with 3 of the puzzle games.

system · March 25, 2022, 12:56pm

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