Stuck at Loading Screen "World server is down"

Support Technical Support
1

I get to the character login screen and click to login to my toon and I get stuck at the loading screen then after 2-3 minutes get the message “World server is down”. I only have this problem on US server toons. I can login to Oceanic servers. Also: the servers are up, and I’ve tried the scan and repair. I also reset my UI before so my files have the original name and there’s also another folder with “Old” at the end of the name. How do I reset again if that’s the solution?

I also can’t submit a ticket for this because there aren’t enough categories and I can’t select “not listed”. So I hope this gets a response.

2

We don’t normally recommend a looking glass test, but I will here since you can’t log in. Generally, the cause is a broken route across the undersea cables. Let’s try to find out.
http://us-looking-glass.battle.net/

Choose the server you’re trying to connect to.

2 Likes
3

I got the test results, Elocin. It said I can’t post links so I added a space after the dot on every link. I hope that’s ok, I didn’t know how else to give you the results. I’ve also tried character unstuck 3 times and it hasn’t worked.

Also: I was able to login to characters on other US east realms. But still can’t login to my characters on Faerlina.

TRACEROUTE:
traceroute to 151.238.237.63 (151.238.237.63), 15 hops max, 60 byte packets
1 137.221.104.83 (137.221.104.83) 1.095 ms 5.075 ms 5.080 ms
2 137.221.105.16 (137.221.105.16) 0.812 ms 0.820 ms 2.745 ms
3 137.221.66.22 (137.221.66.22) 0.390 ms 0.411 ms 0.524 ms
4 137.221.83.86 (137.221.83.86) 921.752 ms 921.753 ms 921.755 ms
5 * * *
6 137.221.68.32 (137.221.68.32) 7.279 ms 6.879 ms 6.859 ms
7 4-1-3.ear3.LosAngeles1.Level3. net (4.71.135.105) 6.717 ms 7.226 ms 7.224 ms
8 ae2.3203.edge1.Stockholm1.level3. net (4.69.133.102) 161.917 ms 161.905 ms 161.888 ms
9 194.88.84.250 (194.88.84.250) 162.211 ms 162.179 ms 162.276 ms
10 * * *
11 85.132.90.122 (85.132.90.122) 230.186 ms 229.878 ms 229.878 ms
12 85.132.90.158 (85.132.90.158) 237.844 ms 237.712 ms 237.840 ms
13 * * *
14 * * *
15 * * *

07/07/2022 10:25:53 UTC

PING:
PING 151.238.237.63 (151.238.237.63) 56(84) bytes of data.
64 bytes from 151.238.237.63: icmp_seq=1 ttl=43 time=363 ms
64 bytes from 151.238.237.63: icmp_seq=2 ttl=43 time=258 ms
64 bytes from 151.238.237.63: icmp_seq=3 ttl=43 time=283 ms
64 bytes from 151.238.237.63: icmp_seq=4 ttl=43 time=459 ms

— 151.238.237.63 ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2999ms
rtt min/avg/max/mdev = 258.626/340.983/459.154/78.416 ms

07/07/2022 10:25:53 UTC

TRACEROUTE:
traceroute to 151.238.237.63 (151.238.237.63), 15 hops max, 60 byte packets
1 24.105.63.82 (24.105.63.82) 0.620 ms 0.779 ms 0.891 ms
2 24.105.62.146 (24.105.62.146) 0.907 ms 0.945 ms 0.958 ms
3 137.221.66.12 (137.221.66.12) 1.751 ms 1.762 ms 1.759 ms
4 * * *
5 137.221.69.32 (137.221.69.32) 1.776 ms 1.782 ms 1.812 ms
6 7-1-4.ear7.Chicago2.Level3. net (4.7.196.133) 1.474 ms 1.579 ms 1.547 ms
7 ae2.3203.edge1.Stockholm1.level3. net (4.69.133.102) 131.431 ms 128.226 ms 128.193 ms
8 194.88.84.250 (194.88.84.250) 122.576 ms 122.565 ms 122.895 ms
9 * * *
10 85.132.90.122 (85.132.90.122) 192.432 ms 192.650 ms 192.670 ms
11 85.132.90.158 (85.132.90.158) 186.786 ms 186.544 ms 186.529 ms
12 * * *
13 * * *
14 * * *
15 * * *

07/07/2022 10:25:53 UTC

PING:
PING 151.238.237.63 (151.238.237.63) 56(84) bytes of data.
64 bytes from 151.238.237.63: icmp_seq=1 ttl=45 time=296 ms
64 bytes from 151.238.237.63: icmp_seq=2 ttl=45 time=262 ms
64 bytes from 151.238.237.63: icmp_seq=3 ttl=45 time=252 ms
64 bytes from 151.238.237.63: icmp_seq=4 ttl=45 time=528 ms

— 151.238.237.63 ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2997ms
rtt min/avg/max/mdev = 252.562/334.912/528.217/112.783 ms

07/07/2022 10:25:57 UTC

MTR:
Start: Thu Jul 7 10:25:53 2022
HOST: las1b-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- 137.221.104.83 0.0% 10 0.7 0.7 0.6 0.8 0.0
2.|-- 137.221.105.16 0.0% 10 0.7 0.7 0.6 1.0 0.0
3.|-- 137.221.66.22 0.0% 10 0.4 0.4 0.3 0.6 0.0
4.|-- 137.221.83.86 0.0% 10 508.3 618.5 11.9 1257. 442.0
5.|-- 137.221.65.68 90.0% 10 13901 13901 13901 13901 0.0
6.|-- 137.221.68.32 0.0% 10 5.9 10.4 5.8 44.4 12.0
7.|-- 4-1-3.ear3.LosAngeles1.Level3. net 0.0% 10 5.5 5.3 5.3 5.5 0.0
8.|-- ae2.3203.edge1.Stockholm1.level3. net 0.0% 10 161.9 163.8 161.8 170.9 3.1
9.|-- 194.88.84.250 0.0% 10 162.1 162.0 162.0 162.1 0.0
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- 85.132.90.122 0.0% 10 230.2 230.2 229.9 230.4 0.0
12.|-- 85.132.90.158 0.0% 10 237.8 237.7 237.4 238.0 0.0
13.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

07/07/2022 10:25:53 UTC

MTR:
Start: Thu Jul 7 10:25:53 2022
HOST: ord1b-admin-looking-glass-back01 Loss% Snt Last Avg Best Wrst StDev
1.|-- 24.105.63.82 0.0% 10 0.8 0.6 0.5 0.9 0.0
2.|-- 24.105.62.146 0.0% 10 0.7 0.7 0.5 0.9 0.0
3.|-- 137.221.66.12 0.0% 10 1.8 1.9 1.7 2.0 0.0
4.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
5.|-- 137.221.69.32 0.0% 10 2.0 3.7 1.8 18.2 5.1
6.|-- 7-1-4.ear7.Chicago2.Level3. net 0.0% 10 1.5 1.5 1.4 1.8 0.0
7.|-- ae2.3203.edge1.Stockholm1.level3. net 0.0% 10 121.0 120.7 120.3 121.3 0.0
8.|-- 194.88.84.250 0.0% 10 120.9 120.8 120.7 121.1 0.0
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
10.|-- 85.132.90.122 0.0% 10 193.7 192.6 192.4 193.7 0.3
11.|-- 85.132.90.158 0.0% 10 187.2 187.0 186.6 188.4 0.3
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

07/07/2022 10:25:53 UTC

4

I suspect the connection to the Oceanic servers is vastly different from the one the ISP uses to reach the US.

Can you run a WinMTR to both the Chicago data center and the Singapore one?

Use 24.105.62.129 for Chicago and 103.4.115.248 for Singapore.

5

Chicago:

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

| WinMTR statistics |

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

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

| 192.168.1.1 - 1 | 364 | 362 | 1 | 9 | 146 | 5 |

| 192.168.0.254 - 1 | 360 | 357 | 0 | 10 | 111 | 13 |

| 172.20.2.168 - 1 | 367 | 366 | 0 | 257 | 1273 | 41 |

| 172.20.2.137 - 1 | 363 | 361 | 0 | 173 | 1277 | 287 |

| 172.20.40.74 - 0 | 371 | 371 | 16 | 159 | 1117 | 79 |

| BGP-Asiatech-to-Zitel.bb.faraborddi.dc - 49 | 128 | 66 | 0 | 157 | 929 | 534 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| 10.202.6.194 - 19 | 216 | 176 | 0 | 161 | 934 | 62 |

| 10.21.212.20 - 16 | 232 | 195 | 0 | 171 | 1021 | 714 |

| 85.132.90.165 - 1 | 364 | 362 | 0 | 170 | 1044 | 120 |

| 10.50.10.138 - 1 | 364 | 362 | 0 | 255 | 1339 | 172 |

| 217.161.78.173 - 1 | 363 | 361 | 0 | 242 | 1167 | 206 |

| ae17-tcr1.pat.cw. net - 7 | 296 | 276 | 0 | 316 | 1233 | 217 |

| et-7-1-0-xcr1.nyh.cw. net - 1 | 367 | 366 | 0 | 324 | 1168 | 270 |

| ae13-xcr2.nyk.cw. net - 10 | 276 | 251 | 0 | 339 | 1092 | 242 |

| eqix-ix-ny8.blizzard. com - 19 | 216 | 176 | 191 | 351 | 1076 | 228 |

| ae1-br01-eqny8.as57976. net - 1 | 360 | 357 | 208 | 387 | 1255 | 274 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| et-0-0-1-pe02-eqch2.as57976. net - 10 | 276 | 251 | 217 | 348 | 1154 | 244 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 76 | 0 | 0 | 0 | 0 | 0 |

|____________|||||||

Singapore:

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

| WinMTR statistics |

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

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

| 192.168.1.1 - 0 | 332 | 332 | 1 | 5 | 72 | 1 |

| 192.168.0.254 - 0 | 332 | 332 | 2 | 7 | 96 | 2 |

| 172.20.2.168 - 1 | 328 | 327 | 0 | 265 | 1252 | 57 |

| 172.20.2.137 - 0 | 332 | 332 | 16 | 191 | 1114 | 17 |

| 172.20.40.74 - 0 | 332 | 332 | 20 | 187 | 1038 | 29 |

| BGP-Asiatech-to-Zitel.bb.faraborddi.dc - 39 | 132 | 81 | 25 | 147 | 758 | 49 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| 10.202.6.204 - 25 | 169 | 127 | 25 | 182 | 924 | 48 |

| 10.21.212.10 - 0 | 332 | 332 | 17 | 187 | 1040 | 50 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

| No response from host - 100 | 68 | 0 | 0 | 0 | 0 | 0 |

|____________|||||||

6

Unrelated to the disconnection, the home network appears very unstable. The “worst” column should be 0-5ms, but you’re seeing 146ms, meaning there is trouble. Maybe this is Wi-Fi and there is interference, it’s a bad cable, or a dying modem. Not sure.

Of the two, the connection to Chicago appears much worse. Unfortunately, it’s an ISP issue, so you could try a VPN for a bit, or just work with the ISP on the problem.

7

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