 | Disconnects / High Latency - Non Shaw Customers - 9/10/15(1) | Category: Technical SupportSeptember-10-2015 1:37 PM PDT (9 years ago)  |
| Hey folks, Over the past few days, we've been seeing some high latency and random disconnect reports from some players. We'd like to gather some information from the players experiencing this so that we can hopefully pinpoint a possible cause for this issue and have it looked into further. That being said, please provide the following information at your earliest convenience: -Name of your Internet Service Provider -City and State that you connect from -Is your connection wired or wireless? -Time of day you experience the increased latency Download WinMTR. This tool will run a different style of pathping which will hopefully give us a little bit more information about what might be going on with the connection. 1. Download WinMTR 2. Download the 32 or 64 bit version, depending on your version of Windows. 3. Run the WinMTR.exe 4. Type the IP address you want to trace in the "Host" field. You can find the needed IP address in our "Running A Pathping Test" support article, which mentions all of our IPs used for troubleshooting purposes. 5. Click on "Start" and then launch the game. Once you notice the connection issue, play for about 10 more minutes, minimize the game and click on "Stop". 6. Click on "Copy text to clipboard" and paste the results into your next forum reply. ***Please be sure to run a WinMTR for each IP address listed for your game and region. *** Let's also run an MTR report through our Looking Glass site to see what that shows us. Once at the Looking Glass site, follow the steps provided below: 1. Select the region you play in and the service you are having issues with. (If you select "World of Warcraft" as a service, you are going to want to select the realm that you're experiencing issues on) 2. Check the "MTR" box and uncheck the "Traceroute" and "Ping" boxes. 3. Click on the "Run Test" button. 4. When the test is done, click on the "Copy Result to Clipboard" button, and paste the results into your next reply. ***Remember that to receive the most accurate results, you are going to want to run this test when the connection issue is at it's worst.*** ***Please be sure to provide ALL of the requested information. Posts containing partial information won't help the investigation so they will be deleted.*** | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(12) | September-11-2015 1:22 PM PDT (9 years ago) |
| RHrandom, If the issue you're experiencing was connection related, your roommate would be getting similar issues. In your case, I think it might be best for you to start your own thread, so that we can try to see what in your system might be contributing to the disconnects. ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(13) | September-11-2015 1:26 PM PDT (9 years ago) |
| Lymbo, I have been running Looking-glass for 4 hours now... please advise Edit: Test ran overnight and still has not completed That's odd. The test that the Looking Glass site runs is a fast one. I just ran one now, and within about 10 seconds I had my results. Have you tried again since that last time that you tried? ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(14) | September-11-2015 1:47 PM PDT (9 years ago) |
| DigChamp, |------------------------------------------------------------------------------------------| | WinMTR statistics | | Host - % | Sent | Recv | Best | Avrg | Wrst | Last | |------------------------------------------------|------|------|------|------|------|------| | 192.168.1.1 - 2 | 288 | 285 | 0 | 0 | 17 | 1 | | No response from host - 100 | 61 | 0 | 0 | 0 | 0 | 0 | |dtr01rsmtmn-tge-0-3-0-3.rsmt.mn.charter.com - 75 | 76 | 19 | 10 | 20 | 53 | 21 | | crr02stcdmn-bue-5.stcd.mn.charter.com - 81 | 72 | 14 | 20 | 32 | 64 | 36 | | bbr01stcdmn-bue-3.stcd.mn.charter.com - 83 | 70 | 12 | 17 | 30 | 63 | 17 | | 65.46.47.77 - 81 | 72 | 14 | 16 | 20 | 36 | 19 | | vb1710.rar3.chicago-il.us.xo.net - 80 | 73 | 15 | 28 | 36 | 58 | 58 | | 207.88.14.194.ptr.us.xo.net - 87 | 68 | 9 | 24 | 31 | 50 | 26 | | 206.111.2.90.ptr.us.xo.net - 86 | 69 | 10 | 25 | 36 | 53 | 51 | | cr2.cgcil.ip.att.net - 80 | 73 | 15 | 26 | 34 | 52 | 48 | | 12.122.95.109 - 80 | 73 | 15 | 25 | 37 | 68 | 49 | Your connection is showing a lot of instability. The very first hop is showing a 2% data loss, but every hop after that is showing 75% or more. This is something that you are most likely going to want to talk to your ISP about. There are a few things that you can try first though. 1. Try powercycling the connection and flushing the DNS, and then run another WinMTR to see if the data loss cleared up. Here's a support article with steps on how to do the power cycle. Here's a support article with how to flush the DNS. 2. You mentioned that you are using a wireless connection. If possible, try wiring directly to the modem and see if the issue persists. By wiring directly to the modem you cancel out two possible factors, your router being an issue and the wireless connection suffering from other wireless signals interfering. 3. If the issue persists after having tried the first two suggestions, you are going to want to go ahead and contact your ISP to have them look into this further. When contacting them, you are going to want to request to speak to a tech representative that is familiar with how to read a pathping, and then show them the WinMTR that you posted here. ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(15) | September-11-2015 2:03 PM PDT (9 years ago) |
| Cookiefist, 1. Is your modem also a router? If so, can you tell me the brand and model number? 2. Have you tried power cycling the connection and flushing the DNS? Here's a support article with steps on how to do the power cycle. Here's a support article with how to flush the DNS. ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(16) | September-11-2015 2:09 PM PDT (9 years ago) |
| Rrahh1776, |------------------------------------------------------------------------------------------| | WinMTR statistics | | Host - % | Sent | Recv | Best | Avrg | Wrst | Last | |------------------------------------------------|------|------|------|------|------|------| | 10.0.1.1 - 11 | 92 | 82 | 0 | 0 | 1 | 0 | | 96.120.15.37 - 15 | 84 | 72 | 7 | 50 | 2254 | 12 | | te-5-1-ur01.cordova.tn.malt.comcast.net - 12 | 88 | 78 | 8 | 48 | 2257 | 8 | |te-0-2-0-0-ar02.winchester.tn.malt.comcast.net - 15 | 84 | 72 | 11 | 55 | 2263 | 14 | |te-0-3-0-3-ar02.dannythomas.tn.malt.comcast.net - 17 | 80 | 67 | 10 | 57 | 2261 | 12 | |be-22258-cr01.dallas.tx.ibone.comcast.net - 20 | 72 | 58 | 20 | 74 | 2271 | 21 | |be-11-pe02.1950stemmons.tx.ibone.comcast.net - 18 | 76 | 63 | 20 | 90 | 2272 | 24 | |as7018-pe01.1950stemmons.tx.ibone.comcast.net - 15 | 84 | 72 | 21 | 66 | 2272 | 24 | | cr1.dlstx.ip.att.net - 19 | 76 | 62 | 20 | 65 | 2271 | 282 | | 12.123.249.165 - 15 | 80 | 68 | 19 | 85 | 2270 | 20 | Your connection is showing a lot of data loss in just about every hop that it goes through. 1. What is your modem's brand and model number? 2. Let's try power cycling the connection, flushing the DNS, and then post another WinMTR to see if the data loss clears up. Here's a support article with steps on how to do the power cycle. Here's a support article with how to flush the DNS. ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(17) | September-11-2015 2:11 PM PDT (9 years ago) |
| Zaygos, Your connection is showing some data loss. Is there any way that you can try wiring directly to the modem? That way you bypass the router, you'd also be off of the wireless connection, so we'd eliminate two possible causes in one try. ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(18) | September-11-2015 2:12 PM PDT (9 years ago) |
| HighSorcerer, Is there any way that you can try a wired connection instead of the wireless that you are currently on? ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(19) | September-11-2015 2:13 PM PDT (9 years ago) |
| ARP, 1. Can you try a wired connection? 2. What is your modem's brand and model number? ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
| Disconnects / High Latency - Non Shaw Customers - 9/10/15(22) | September-11-2015 2:37 PM PDT (9 years ago) |
| ihaveshirts, |------------------------------------------------------------------------------------------| | WinMTR statistics | | Host - % | Sent | Recv | Best | Avrg | Wrst | Last | |------------------------------------------------|------|------|------|------|------|------| | 192.168.0.1 - 70 | 6951 | 2140 | 1 | 9 | 3706 | 5 | | Destination host unreachable. - 97 | 68976 | 2136 | 6 | 18 | 3765 | 15 | | ten0-1-0-7.ORLD01-ser2.bhn.net - 70 | 6952 | 2141 | 8 | 19 | 3759 | 17 | | ten0-11-0-1.orld71-car2.bhn.net - 70 | 6975 | 2150 | 7 | 21 | 3759 | 15 | | 72-31-188-178.net.bhntampa.com - 70 | 6963 | 2140 | 9 | 22 | 3758 | 15 | | Destination host unreachable. - 65 | 5963 | 2145 | 9 | 22 | 3761 | 13 | | 0.ae1.pr0.mia00.tbone.rr.com - 73 | 6802 | 1885 | 0 | 28 | 3761 | 21 | | Destination host unreachable. - 85 | 12881 | 1970 | 0 | 44 | 3761 | 38 | | Destination host unreachable. - 70 | 6937 | 2107 | 24 | 37 | 3762 | 32 | | if-8-2.tcore1.A56-Atlanta.as6453.net - 70 | 6957 | 2145 | 26 | 40 | 3763 | 33 | | 192.205.36.217 - 70 | 6968 | 2150 | 27 | 43 | 3766 | 31 | | 12.122.29.54 - 70 | 6961 | 2150 | 42 | 57 | 3765 | 51 | | 12.122.2.30 - 70 | 6963 | 2145 | 41 | 58 | 3764 | 50 | | 12.123.250.113 - 70 | 6960 | 2140 | 39 | 55 | 3765 | 48 | According to the WinMTR that you posted, your connection is losing a lot of data. This data loss is starting on the very first hop, and that hop is in your home network. Let's try power cycling the connection, flushing the DNS, and then running another MTR to see if the data loss is still there. Here's a support article with steps on how to do the power cycle. Here's a support article with how to flush the DNS. ______________________________________________________ I'm available Monday through Friday from 11AM to 8PM Pacific Time Customer Support Contact Information Got some feedback? | ||
 | Disconnects / High Latency - Non Shaw Customers - 9/10/15(155) | October-21-2015 11:42 AM PDT (9 years ago) |
| Dbro0808, A speedtest is really pretty meaningless for something like this. Your WinMTR results are showing packet loss at the very beginning of the path, and they propagate from there. Your Looking Glass test looks wrong as well as it should be going from us to you, not us to ATT. Have you tried powering down your modem and router (if applicable) for about 5 minutes, then powering it back on and letting it re-initialize? If that doesn't help, I'd have to recommend talking to Time Warner again and showing the results you have above. If the representative you speak too doesn't know how to read the report, ask to escalate your call. ______________________________________________________________ I'm available in the forums Monday - Friday 6:00 am - 3:00 pm Pacific Time, Feedback? - https://www.surveymonkey.com/s/Omrakos | ||
