Constant Stuttering and Freezes at Random

Technical Support
1

Hi,
For the last weeks I’ve had constant stuttering in games on HOTS. This happens even in vs AI. The game freezes for somewhere between 500ms-3000ms which in most cases is enough for me to die and get flamed. It’s gotten so bad that I’m giving up on playing at all, it’s simply impossible.

Some useful information after hours of research:

  • It’s not freezes at specific times like other threads
  • My drivers are updated
  • I’ve checked the game files scan and repair, all good
  • I have no spikes on my CPU when this happens, no background applications are consuming CPU
  • I’ve pinged the servers for hours and It’s always good
  • I’ve tried command line arguments like -dx9 and that did nothing
  • I’ve tried allowing on the firewall all EXE on public and private, that did nothing

Below my info from looking glass and DX diag. I would really appreciate some help, before giving up on a game I love.
DXDiag: pastebin: BNf5pnN0

TRACEROUTE:
traceroute to 94.62.245.70 (94.62.245.70), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.367 ms 0.348 ms 0.344 ms
2 37.244.24.130 (37.244.24.130) 0.542 ms 0.615 ms 0.716 ms
3 Blizzard Blizzard 1.394 ms 1.461 ms 1.509 ms
4 137.221.66.44 (137.221.66.44) 0.795 ms 0.792 ms 0.782 ms
5 137.221.78.72 (137.221.78.72) 71.178 ms 71.203 ms 71.191 ms
6 137.221.78.34 (137.221.78.34) 0.722 ms 0.962 ms 1.228 ms
7 amsix.xcr1.att.cw. net (80.249.209.144) 1.222 ms 1.356 ms 1.323 ms
8 ae41-xcr1.ptl.cw. net (195.2.8.237) 10.665 ms 10.681 ms 10.680 ms
9 ae8-ucr1.lis.cw. net (195.2.8.10) 40.369 ms 40.401 ms 40.394 ms
10 * * *
11 73.50.174.83.rev.vodafone.pt (83.174.50.73) 40.620 ms 40.639 ms 40.638 ms
12 70.245.62.94.rev.vodafone.pt (94.62.245.70) 43.879 ms 43.837 ms 44.025 ms

21/02/2019 23:06:29 UTC

PING:
PING 94.62.245.70 (94.62.245.70) 56(84) bytes of data.
64 bytes from 94.62.245.70: icmp_seq=1 ttl=53 time=45.0 ms
64 bytes from 94.62.245.70: icmp_seq=2 ttl=53 time=44.0 ms
64 bytes from 94.62.245.70: icmp_seq=3 ttl=53 time=43.9 ms
64 bytes from 94.62.245.70: icmp_seq=4 ttl=53 time=44.2 ms

— 94.62.245.70 ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2998ms
rtt min/avg/max/mdev = 43.991/44.344/45.081/0.503 ms

21/02/2019 23:06:29 UTC

MTR:
Start: Thu Feb 21 23:06:29 2019 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.3 0.4 0.0
2.|-- 37.244.24.130 0.0% 10 0.7 0.6 0.5 0.7 0.0
3.|-- Blizzard 0.0% 10 1.5 1.5 1.4 1.7 0.0
4.|-- 137.221.66.44 0.0% 10 1.0 1.0 0.8 1.7 0.0
5.|-- 137.221.78.72 0.0% 10 1.2 4.2 1.0 32.7 10.0
6.|-- 137.221.78.34 0.0% 10 0.9 3.8 0.8 29.6 9.1
7.|-- amsix.xcr1.att.cw. net 0.0% 10 1.5 1.4 1.2 2.6 0.0
8.|-- ae41-xcr1.ptl.cw. net 0.0% 10 10.7 12.3 10.3 24.4 4.3
9.|-- ae8-ucr1.lis.cw. net 0.0% 10 40.4 40.4 40.2 40.6 0.0
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- 73.50.174.83.rev.vodafone.pt 0.0% 10 40.7 40.6 40.5 40.7 0.0
12.|-- 70.245.62.94.rev.vodafone.pt 0.0% 10 43.8 44.0 43.8 44.1 0.0

21/02/2019 23:06:29 UTC

2

Good morning Golgothar,

I can see that you have tried a few things already. I’d suggest that you try the additional ones in this article as well.

Kind regards

What’s your opinion?

3

Thanks Kiemmaki,
This article suggests:

  • Make sure your computer meets the Heroes of the Storm system requirements. - Confirmed ok.
    Update your drivers to resolve any compatibility issues. - Done
    Try closing background applications to resolve any software conflicts. - Closed everything else. Still happens.
    Note: This includes any Overlay programs you may be running.
    Run the repair tool to repair any damaged game files. - Done

Also another point, I don’t have OneDrive. So that’s ruled out.

4

Hello again,

could I please get a newDXDiag and MSInfo? If the data is too big to be posted on the forum directly, you can use a page like pastebin.com and post the link to it here then.

Kind regards

What’s your opinion?

5

I have used WinMTR while playing and indeed I see some bad times, can you help me check exactly what this means?

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

Host - % Sent Recv Best Avrg Wrst Last
www.routerlogin. com - 0 1722 1722 0 1 19 1
vodafonegw - 0 1722 1722 1 1 16 2
2.96.54.77.rev.vodafone.pt - 1 1701 1696 3 14 1935 5
107.41.30.213.rev.vodafone.pt - 1 1716 1715 4 14 1934 5
ae5-100-ucr1.lis.cw. net - 1 1715 1714 4 13 2106 5
ae5-xcr1.mal.cw. net - 1 1711 1709 14 24 2296 17
ae39-xcr1.ptl.cw. net - 1 1713 1711 33 42 1674 35
blizzard-1.equinix-ix. fr - 1 1712 1710 33 43 1929 35
ae1-br02-eqpa4.as57976. net - 1 1715 1714 42 56 2109 43
et-0-0-3-br02-eqam1.as57976. net - 1 1692 1686 42 60 4539 44
et-0-0-67-pe01-eqam1.as57976. net - 0 1719 1719 41 52 2178 44
185.60.112.158 - 0 1722 1722 42 44 58 45
________________________________________________ ______ ______ ______ ______ ______ ______

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

6

Hello again,

Well, it looks like there is your issue. You are losing data in your ISPs network and the response times sky rocket from before 16 ms at worst to 1935 ms worst. That definitely explains your issue. You should get in touch with your ISP and show them this data. They should be able to fix it.

Kind regards

What’s your opinion?

7

Thanks I’ve asked the ISP for help based on this data, however and to understand this clearly I sometimes have these values only on the last servers, wouldnt that indicate something else? Arent those servers Blizzard only?

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

Host - % Sent Recv Best Avrg Wrst Last
www.routerlogin. com - 0 44 44 1 1 5 3
vodafonegw - 0 44 44 1 2 7 4
2.96.54.77.rev.vodafone.pt - 0 44 44 4 5 11 6
107.41.30.213.rev.vodafone.pt - 0 44 44 4 6 10 7
ae5-100-ucr1.lis.cw. net - 0 44 44 5 8 93 7
ae5-xcr1.mal.cw. net - 0 44 44 15 16 22 16
ae39-xcr1.ptl.cw .net - 0 44 44 33 35 65 35
blizzard-1.equinix-ix. fr - 0 44 44 34 36 47 37
ae1-br02-eqpa4.as57976 .net - 3 40 39 43 46 62 45
et-0-0-3-br02-eqam1.as57976. net - 0 44 44 43 45 76 43
et-0-0-67-pe01-eqam1.as57976. net - 0 44 44 43 64 921 44
185.60.112.157 - 3 40 39 43 45 48 45
________________________________________________ ______ ______ ______ ______ ______ ______

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

8

A test should always be examined in its entirety, Golgothar. Instability on some hops can easily worsen and lead to more serious issues down the route (you can easily see it in the previous test). The amount of time a test was running for also matters - your second test is very short compared to the first one.

Please keep also in mind that we always inform our players when there are issues with our services - make sure you always keep an eye on our dedicated Twitter channel). :slight_smile:


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