Latency Issues

Support Technical Support
1

My normal latency is now 80-100ms with spikes up to 150-200. From what I can tell, it’s the hand off to blizzard were the problem is.

Tracing route to 24.105.30.129 over a maximum of 30 hops

1 5 ms 6 ms 4 ms 10.0.0.1
2 16 ms 16 ms 19 ms 96.120.77.125
3 17 ms 16 ms 15 ms ae-109-rur01.wayneave.pa.panjde.comcast.ne [68.86.214.69]
4 16 ms 15 ms 16 ms 96.108.181.45
5 17 ms 18 ms 16 ms be-202-ar03.ivyland.pa.panjde.comcast.ne [68.86.211.121]
6 20 ms 18 ms 23 ms be-33287-cr01.newark.nj.ibone.comcast.ne [68.86.93.173]
7 19 ms 20 ms 19 ms be-10203-cr02.newyork.ny.ibone.comcast.ne [68.86.85.186]
8 18 ms 26 ms 18 ms be-10396-pe01.60hudson.ny.ibone.comcast.ne [68.86.84.78]
9 22 ms 18 ms 20 ms 50.208.232.150
10 79 ms 80 ms 80 ms ae1-br01-eqny8.as57976.ne [137.221.71.33]
11 80 ms 79 ms 80 ms et-0-0-2-br02-eqch2.as57976.ne [137.221.65.8]
12 89 ms 96 ms 82 ms et-0-0-3-br02-eqla1.as57976.ne [137.221.65.4]
13 81 ms 82 ms 81 ms be3-pe02-eqla3.as57976.ne [137.221.68.85]
14 79 ms 81 ms 80 ms 24.105.30.129

2

i’m with you man, I recently started having this crazy high World Latency after the summer patch. While my home is about 20-60. World spikes to about 200-300 in instanced zones and 1000+ in pvp battles.

It’s absolutely on blizzards end.

3

Hey there! Let’s go ahead and have you run a WinMTR network test so that we can further investigate the problem. 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 affected 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).

4

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

|                                      WinMTR statistics                                   |

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

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

|                                10.0.0.1 -    0 | 6634 | 6634 |    8 |   15 |  293 |   13 |

|                           96.120.77.125 -    1 | 6630 | 6629 |    9 |   15 |  286 |   13 |

|ae-109-rur01.wayneave.pa.panjde.comcast.net -    0 | 6634 | 6634 |   10 |   16 |  135 |   19 |

|                           96.108.181.45 -    0 | 6634 | 6634 |   11 |   16 |  124 |   17 |

|be-202-ar03.ivyland.pa.panjde.comcast.net -    0 | 6633 | 6633 |   11 |   18 |  386 |   19 |

|be-33287-cr01.newark.nj.ibone.comcast.net -    1 | 6630 | 6629 |   13 |   20 |  135 |   18 |

|be-10203-cr02.newyork.ny.ibone.comcast.net -    1 | 6627 | 6625 |   14 |   20 |  131 |   21 |

|be-10396-pe01.60hudson.ny.ibone.comcast.net -    0 | 6634 | 6634 |   13 |   19 |  135 |   20 |

|                          50.208.232.150 -    1 | 6630 | 6629 |   14 |   23 |  157 |   21 |

|              ae1-br01-eqny8.as57976.net -    1 | 6629 | 6628 |   33 |   45 | 1437 |   37 |

|         et-0-0-2-br02-eqch2.as57976.net -    0 | 6621 | 6621 |   33 |   72 | 2617 |   43 |

|         et-0-0-1-pe04-eqch2.as57976.net -    1 | 6631 | 6630 |   33 |   41 |  235 |   38 |

|        chi-eqch2-ia-bons-04.as57976.net -    1 | 6631 | 6630 |   34 |   40 |  153 |   40 |

|                           24.105.62.129 -    1 | 6630 | 6629 |   32 |   38 |  157 |   38 |

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

   WinMTR v0.92 GPL V2 by Appnor MSP - Fully Managed Hosting & Cloud Provider
5

Hey Phàzed! Thank you for taking the time to run that test. While there aren’t any overarching issues shown in this test, we can see that the first hop is showing a “Wrst” ping of 293ms recorded during the test, with an average of 15ms:

10.0.0.1 - 0 | 6634 | 6634 | 8 | 15 | 293 | 13 |

This first hop is the connection from your computer to the router or modem (depending on which device you’re connecting to). Spikes to this degree are relatively common to see with WiFi connections, so if you are using WiFi, try testing a direct connection to the router or modem via ethernet cable. Note that we do not directly support wireless connections. If you find that WiFi is the problem, you can contact the support team for the WiFi device or the wireless router.

If you continue to experience the latency spikes – or if a wired connection isn’t an option – this would be an issue to bring up to your ISP, as they may need to run some diagnostic tests on your modem or router and/or temporarily replace the device to determine what is causing the issue. Keep in mind that you can request to speak with a “level 2 or level 3 technician” when contacting the ISP, as the front-line representatives typically only have access to basic diagnostics and troubleshooting tools. In addition, I encourage forwarding the WinMTR data to whomever you speak with when contacting the ISP, because if they’re able to interpret the data, this may enable them to diagnose and resolve the issue more quickly.

I hope that this information has provided further insight into the situation and helps get things fixed up so you can get back to playing as normal!

6

Here is the report I got and currently have 800 world latency.

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

Host - % Sent Recv Best Avrg Wrst Last
192.168.0.1 - 1 243 242 0 0 9 2
10.67.232.1 - 5 207 197 0 12 113 8
100.120.102.70 - 5 212 203 0 12 40 14
100.120.102.4 - 4 216 208 0 15 72 18
langbprj01-ae1.rd.la.cox.ne - 7 195 182 0 19 71 19
68.105.30.130 - 5 208 198 0 23 80 24
ae1-br01-eqla1.as57976.ne - 3 224 218 0 157 546 71
No response from host - 100 49 0 0 0 0 0
et-0-0-0-pe04-swlv10.as57976.ne - 4 216 208 0 26 141 28
las-swlv10-ia-bons-04.as57976.ne - 5 208 198 0 24 58 29
137.221.105.2 - 4 216 208 0 24 54 32
________________________________________________ ______ ______ ______ ______ ______ ______

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

7

Thanks for the info and I have contacted my ISP and set an appointment.

One question, just for verification…

You’re saying that the hop from my computer to the wifi, which is listed as an average of 15 and max spike 293, is causing your node listed as et-0-0-2-br02-eqch2.as57976.nett to be an average of 72 and max spikes of 2,617?

Just want to make sure I understand this correctly for their visit.

8

Phàzed,

It’s more that you can’t really trust anything after the first hop that shows issues in the test - and we see issues on either side of your router. Usually you just need to replace the device and everything will be fine.

The spikes of 2617 are probably just mitigation, because the test goes back to normal averages after that point, but you’ll note that the packet loss in the first column persists for basically the whole test after it first shows up. That’s why we’re focused on your local device/ISP at this point. If they replace the device or do whatever is needed to repair things there, you can post a new winMTR if you find you’re still having issues. We can look for more options with that.