Trouble at et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]

Support Technical Support
1

Hey Guys,
Frequent traces indicate a problem past the hop at 206.126.237.174 and whatever are the next few hops.

7 28 ms 28 ms 26 ms /eqix-dc2.blizzard.com [206.126.237.174]
8 85 ms 84 ms 85 ms /ae1-br01-eqdc2.as57976.net [137.221.72.33]
9 83 ms 179 ms 199 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 72 ms 71 ms 69 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 79 ms 70 ms 70 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 69 ms 68 ms 70 ms 137.221.105.17
14 79 ms 70 ms 69 ms 137.221.106.104

2

Hey Netherface,

I’m not seeing an issue from that snip of the traceroute actually.

If you’re referring to the latency increase on hop 9, this would be a non-issue because we can see on the later hops the latency goes back down to around 70ms.

Hop 10 timing out is also normal due to the way that particular device is configured. The game connection would still be getting through just fine.

What kind of issues are you seeing in-game? Maybe we can get a better idea of what to look for in the connection tests.

If you can run a WinMTR for 10-15 minutes as well that would give us a broader picture of what is happening along the route.

3

Hey Jambrix,
Thanks for responding. Still having issues with this hop. Here is a broader picture of a bunch of trace routes. You can see it jump higher into 500s it is intermittent. I have seen it over 600 into 800 but of course, I can’t find the data.

I apologize for not being more clear, it is hop 9 that is specifically giving me the problems and not hop 10 (I am guessing that it likely a security appliance with reply’s turned off).

I will run the other WinMTR and update you.

Update

The game is unplayable at times. This has been going on for about 2 months or so. It has gradually been getting worse.

I have tried a lot of things on my end. If you could help me that would be good. If I can’t play the game, it’s just not enjoyable. Unfortunately, the next step for me is to unsub. So I hope we can fix this.

Here is the data from my latest session… hop number 9 is really bad.

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

| WinMTR statistics |

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

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

| Modem/Router - 99 | 295 | 4 | 0 | 0 | 2 | 0 |

| MyPublic IP - 0 | 1454 | 1454 | 2 | 12 | 98 | 9 |

| 69.63.254.157 - 0 | 1454 | 1454 | 2 | 9 | 58 | 7 |

| /net.rogers.com - 0 | 1454 | 1454 | 3 | 10 | 58 | 7 |

| 209.148.232.237 - 0 | 1454 | 1454 | 7 | 14 | 64 | 14 |

| 209.148.233.102 - 0 | 1454 | 1454 | 20 | 28 | 76 | 27 |

| /eqix-dc2.blizzard.com - 0 | 1454 | 1454 | 22 | 31 | 122 | 36 |

| /ae1-br01-eqdc2.as57976.net - 0 | 1454 | 1454 | 41 | 50 | 145 | 51 |

| /et-0-0-2-br01-eqch2.as57976.net - 1 | 1414 | 1409 | 29 | 163 | 4357 | 485 |

| /et-0-0-0-pe02-eqch2.as57976.net - 0 | 1454 | 1454 | 28 | 37 | 164 | 33 |

| /chi-eqch2-ia-bons-02.as57976.net - 0 | 1454 | 1454 | 43 | 49 | 102 | 50 |

| 24.105.62.129 - 3 | 1336 | 1306 | 29 | 34 | 161 | 35 |

|____________|||||||

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

Cheers,
Face

C:\Users\mckay>tracert www.battle.net

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

7 30 ms 31 ms 26 ms /eqix-dc2.blizzard.com [206.126.237.174]
8 84 ms 84 ms 84 ms /ae1-br01-eqdc2.as57976.net [137.221.72.33]
9 369 ms 239 ms 505 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 71 ms 70 ms 72 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 71 ms 81 ms 72 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 68 ms 77 ms 71 ms 137.221.105.17
14 74 ms 71 ms 68 ms 137.221.106.104

Trace complete.

C:\Users\mckay>tracert www.battle.net

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

7 28 ms 31 ms 26 ms /eqix-dc2.blizzard.com [206.126.237.174]
8 84 ms 84 ms 84 ms /ae1-br01-eqdc2.as57976.net [137.221.72.33]
9 83 ms 67 ms 69 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 67 ms 74 ms 70 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 71 ms 71 ms 71 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 70 ms 71 ms 66 ms 137.221.105.17
14 72 ms 71 ms 71 ms 137.221.106.104

Trace complete.

C:\Users\mckay>tracert www.battle.net

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

9 136 ms 211 ms 218 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 71 ms 71 ms 92 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 68 ms 72 ms 71 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 69 ms 64 ms 70 ms 137.221.105.17
14 71 ms 72 ms 70 ms 137.221.106.104

Trace complete.

C:\Users\mckay>tracert www.battle.net

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

9 373 ms 199 ms 100 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 72 ms 72 ms 71 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 69 ms 70 ms 73 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 69 ms 68 ms 72 ms 137.221.105.17
14 71 ms 73 ms 69 ms 137.221.106.104

Trace complete.

C:\Users\mckay>tracert www.battle.net

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

9 144 ms 218 ms 119 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 74 ms 70 ms 68 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 71 ms 70 ms 70 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 71 ms 70 ms 71 ms 137.221.105.17
14 70 ms 71 ms 69 ms 137.221.106.104

Trace complete.

C:\Users\mckay>tracert www.battle.net

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

9 153 ms 218 ms 338 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 71 ms 100 ms 70 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 70 ms 71 ms 80 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 79 ms 70 ms 67 ms 137.221.105.17

4

as jambrix said, that hop is not showing a problem. high latency that is only present on one hop but not after that is not causing latency it is just how the hop is responding.

What do you mean the game is unplayable? what is happening?

5

Thanks for the additional info.

To elaborate further, hop 9 that you’re seeing the high latency on in traceroute and WinMTR is not an issue. When you see latency spike on one hop, but then the next hops show lower latency, it indicates the router is configured to give less priority to the ICMP test packets that connection tests use. Just like the devices can be configured to not respond to the ICMP echo packets at all (resulting in timeouts or no response from host), some devices respond but give less priority resulting in higher latency. This is usually called ICMP deprioritization.

In each of the examples you show the latency goes back to normal levels on the last few hops, so that is how we know hop 9 is not an issue. Your in-game packets (TCP) would be getting through hop 9 just fine without any additional delay.

What is unplayable? Are you getting high Home latency? High World latency? Or is it low FPS?

Please be specific with the values that you’re seeing and the behavior that you’re seeing in-game so we can point you towards the troubleshooting steps that have the highest chance of helping.

What troubleshooting have you tried? If you can provide a list of steps that you’ve done so far that would make sure that we’re not suggesting basic things that you’ve already tried.

Thanks!

6

Thank you very much for your response. I have been busy lately with other games, and I am sorry for not responding until now.

When I say the game is unplayable, I mean that, frequently, it completely freezes on the screen and then after about five seconds it will catch up. It freezes up, I hit buttons, nothing happens and then it just bursts through all the actions of course to catch up to the point where it should be.

I have also noticed that it happens in Diablo 3. I recently started season 21 it appears this same thing is causing the game to freeze and then it will catch up after about five seconds.

As far as troubleshooting:
I have opened up the appropriate ports.
I have contacted my ISP and worked through their troubleshooting they couldn’t find any issues so they sent me a new router.
I changed my router.
I added rules on my FW and also disabled them completely.
I added rules to my antivirus and also disabled them completely.
I also configured my power management to perform at peak performance in windows 10 all the time.
I configured my BIOS to ensure that there was no throttling going on with the CPUs.
I have run your diagnostic tool and run the traceroutes which appears to be the only thing that indicates a problem with that hop in your network.

As for my hardware, I am running a 1080 TI, 9700 intel chip and 64G RAM with everything installed on an SSD and it’s water cooled… so there should be no problems. It SHOULD run like a clock.

I have noticed that sometimes network gear slows down and then packets will sit on the interface in the rx and tx queues before it goes through the hardware (depending on the appliance, this of course would be the case with any load balancing, for example). This creates a bottle neck until the cores and SWAP get under control. Once things return to normal, it catches up and continues to pass packets normally. This can result in the inconsistent numbers we are seeing and also giving the false positive that everything is okay. This is dependent on traffic flow of course. Maybe check the PPS on the interface and see if they are exceeding the appliances capacity. I mean, if you are sure that isn’t it, then obviously don’t do it… just some food for thought.

As such, if you have any other suggestions on what I could look at on my end. I would very much appreciate it. I haven’t played wow in weeks because of this. I have been busy, but to be honest, it’s actually because I have picked up other games to play because this issue is ruining the game for me. If it continues, I will just unsub. That’s not a threat to make you appease me. It’s just the reality of the situation and I hope that doesn’t happen because I generally enjoy the game.

Thank you very much for your time and efforts thus far,
Face

7

Just an update.
Was trying to play again tonight.
Frequently experiencing the same problems 9 PM EST onward.
Trace routes show the same results.
Showing high world latency.

Not sure what I can do at this point.

What other suggestions can you think of? Are there any known issues with Windows 10?

8

Everything has been really good this morning and the trace route supports this. FYI.

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

1 1 ms <1 ms 1 ms CODA4582
2 17 ms 7 ms 13 ms 99.250.12.1
3 10 ms 7 ms 20 ms 69.63.254.157
4 12 ms 18 ms 12 ms /3000-dgw02.ktgc.rmgt.net.rogers.com [209.148.232.254]
5 11 ms 9 ms 14 ms 209.148.237.53
6 30 ms 25 ms 31 ms 209.148.233.102
7 33 ms 35 ms 49 ms /eqix-dc2.blizzard.com [206.126.237.174]
8 95 ms 134 ms 84 ms /ae1-br01-eqdc2.as57976.net [137.221.72.33]
9 76 ms 71 ms 71 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 70 ms 83 ms 73 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 72 ms 73 ms 71 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 75 ms 73 ms 72 ms 137.221.105.17
14 72 ms 77 ms 69 ms 137.221.106.104

Trace complete.

C:\Users\mckay>tracert www.battle.net

Tracing route to www.battle.net [137.221.106.104]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms CODA4582 [192.168.0.1]
2 15 ms 11 ms 9 ms 99.250.12.1
3 12 ms 11 ms 11 ms 69.63.254.157
4 13 ms 9 ms 11 ms /3000-dgw02.ktgc.rmgt.net.rogers.com [209.148.232.254]
5 13 ms 14 ms 13 ms 209.148.237.53
6 32 ms 28 ms 36 ms 209.148.233.102
7 30 ms 46 ms 29 ms /eqix-dc2.blizzard.com [206.126.237.174]
8 86 ms 87 ms 89 ms /ae1-br01-eqdc2.as57976.net [137.221.72.33]
9 72 ms 71 ms 74 ms /et-0-0-2-br01-eqch2.as57976.net [137.221.65.13]
10 * * * Request timed out.
11 73 ms 72 ms 72 ms /et-0-0-0-pe04-swlv10.as57976.net [137.221.83.87]
12 72 ms 71 ms 73 ms /las-swlv10-ia-bons-04.as57976.net [137.221.66.23]
13 72 ms 72 ms 70 ms 137.221.105.17
14 73 ms 73 ms 69 ms 137.221.106.104

9

Fäce,

We did get some recent reports of odd lockups in Diablo that were unrelated to connection. Do you remember when this all started for you? Did you do a Windows update before then? If the problem comes back, please generate a text copy of your DxDiag using these instructions. Once you have that made, open the file. Copy the code below, then copy/paste everything from that DXDiag file between the rows of tilde (~) marks where it says “DXDiag goes here.”

~~~~
DXDiag goes here
~~~~

If the file’s too large to submit, you can upload it to a file hosting site like pastebin and post the link in the code above instead.

10

Same problems here… Definitely on Blizz end. Been happening for two days for me. No resolution. Game is unplayable. Upwards of 5.5k ms world ping.

WinMTR Statistics

WinMTR statistics

Host % Sent Recv Best Avrg Wrst Last
192.168.0.1 0 692 692 0 0 3 0
24.214.145.1 1 684 682 6 23 403 11
user-24-96-2-78.knology.net 1 688 687 5 14 40 14
user-24-96-2-105.knology.net 1 688 687 5 14 39 11
user-24-96-2-100.knology.net 4 600 577 7 12 34 13
user-75-76-127-186.knology.net 1 688 687 11 18 43 21
dynamic-24-42-135-249.knology.net 1 688 687 22 31 48 33
dynamic-75-76-35-13.knology.net 1 688 687 22 31 60 29
eqix-dc2.blizzard.com 1 688 687 23 35 105 35
ae1-br01-eqdc2.as57976.net 1 687 686 36 49 1618 42
et-0-0-2-br01-eqch2.as57976.net 5 587 563 37 170 3238 43
et-0-0-0-pe04-eqch2.as57976.net 1 688 687 35 44 154 39
chi-eqch2-ia-bons-04.as57976.net 1 688 687 36 44 59 42
24.105.62.129 1 688 687 35 43 58 39

Edit: Pulled this about 1 minute ago. Still aweful…

WinMTR Statistics

WinMTR statistics

Host % Sent Recv Best Avrg Wrst Last
192.168.0.1 0 325 325 0 0 4 0
24.214.145.1 1 317 315 7 21 429 20
user-24-96-2-78.knology.net 0 325 325 7 13 33 11
user-24-96-2-105.knology.net 0 325 325 7 15 41 19
user-24-96-2-100.knology.net 0 325 325 8 15 43 12
user-75-76-127-186.knology.net 0 325 325 11 19 44 15
dynamic-24-42-135-249.knology.net 0 325 325 24 31 55 32
dynamic-75-76-35-13.knology.net 0 325 325 25 31 62 35
eqix-dc2.blizzard.com 0 325 325 27 36 130 62
ae1-br01-eqdc2.as57976.net 0 325 325 37 46 690 48
et-0-0-2-br01-eqch2.as57976.net 4 270 260 36 307 4114 1043
et-0-0-0-pe04-eqch2.as57976.net 0 325 325 36 45 141 43
chi-eqch2-ia-bons-04.as57976.net 0 325 325 37 42 69 40
24.105.62.129 0 325 325 39 43 62 49
11

Try https://us.battle.net/support/en/article/82450 worked for me