Severe input lag whilst playing

Technical Support
1

Hi,

Not sure why, but I am getting severe input lag whilst playing the game. Issue only has been a problem for the last week, I am getting circa 20 ping the input lag is only when I try to use abilities from my keyboard. There is zero lag when I type in chat, or when I move around with my mouse.

The issue is solely when I try to use abilities with my keyboard, no lag if I click the abilities.

Please can you help, the game is not enjoyable for me in this state.

EDIT: traceroute noted below:

Tracing route to 185.60.112.157 over a maximum of 30 hops

1 1 ms 1 ms 1 ms 192.168.0.1
2 * * * Request timed out.
3 13 ms 12 ms 11 ms bmly-core-2b-xe-133-0.network .virginmedia .net [80.1.225.181]
4 * * * Request timed out.
5 15 ms 13 ms 11 ms m686-mp2.cvx1-b.lis.dial.ntli .net [62.254.42.174]
6 23 ms 21 ms 13 ms 213.46.175.254
7 29 ms 20 ms 18 ms ae1-br01-eqld5.as57976 .net [137.221.79.33]
8 * * * Request timed out.
9 21 ms 23 ms 19 ms 137.221.78.89
10 24 ms 21 ms 35 ms 137.221.66.47
11 24 ms 21 ms 25 ms 185.60.112.157

Trace complete.

2

Hey Ryuuga,

The trace route that you provided does not seem to show a severe latency in your connection. Is it possible to run a WinMTR, and keep it running while you are actively playing? Additionally your system files could potentially assist us in pin-pointing your issue.

1 Like
3

Hi - I have the files but I’m not sure how to attach them securely to Blizzard? Can you please let me know how I can do this?

Also, I didn’t experience any lag in the test I just did so I have no idea if this is gone or if this is just intermittent.

4

Hey Ryuuga,

You can go ahead and use a website like Pastebin or similar.

5

Hi - please see below. There’s too many characters in the MSinfo file so I can’t post it all

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

| WinMTR statistics |

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

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

| DESKTOP-IVTFB31 - 0 | 1751 | 1751 | 0 | 0 | 0 | 0 |

|____________|||||||

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

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

| WinMTR statistics |

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

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

| DESKTOP-IVTFB31. mshome .net - 0 | 1609 | 1609 | 0 | 0 | 0 | 0 |

|____________|||||||

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

System Information report written at: 09/15/20 17:09:05
System Name: DESKTOP-IVTFB31
[System Summary]

Item Value
OS Name Microsoft Windows 10 Pro
Version 10.0.19041 Build 19041
Other OS Description Not Available
OS Manufacturer Microsoft Corporation
System Name DESKTOP-IVTFB31
System Manufacturer Gigabyte Technology Co., Ltd.
System Model Z370 AORUS Gaming 7-OP
System Type x64-based PC
System SKU Default string
Processor Intel® Core™ i7-8700K CPU @ 3.70GHz, 3696 Mhz, 6 Core(s), 12 Logical Processor(s)
BIOS Version/Date American Megatrends Inc. F1, 03/04/2018
SMBIOS Version 3.0
Embedded Controller Version 255.255
BIOS Mode UEFI
BaseBoard Manufacturer Gigabyte Technology Co., Ltd.
BaseBoard Product Z370 AORUS Gaming 7-OP
BaseBoard Version x.x
Platform Role Desktop
Secure Boot State Off
PCR7 Configuration Binding Not Possible
Windows Directory C:\WINDOWS
System Directory C:\WINDOWS\system32
Boot Device \Device\HarddiskVolume7
Locale United Kingdom
Hardware Abstraction Layer Version = “10.0.19041.488”
Username DESKTOP-IVTFB31\Ilyas
Time Zone GMT Summer Time
Installed Physical Memory (RAM) 32.0 GB
Total Physical Memory 31.9 GB
Available Physical Memory 22.4 GB
Total Virtual Memory 36.7 GB
Available Virtual Memory 21.9 GB
Page File Space 4.75 GB
Page File C:\pagefile.sys
Kernel DMA Protection Off
Virtualisation-based security Running
Virtualisation-based security required security properties
Virtualisation-based security available security properties Base Virtualisation Support, DMA Protection, SMM Security Mitigations 1.0, Mode Based Execution Control
Virtualisation-based security services configured
Virtualisation-based security services running
Device Encryption Support Reasons for failed automatic device encryption: TPM is not usable, PCR7 binding is not supported, Hardware Security Test Interface failed and the device is not Modern Standby, Un-allowed DMA-capable bus/device(s) detected, TPM is not usable
A hypervisor has been detected. Features required for Hyper-V will not be displayed.

6

Hey there!

Since your MSInfo is partial I cannot comment on it. I would suggest that you post the full version in a website like Pastebin or similar. If it is too big, you can trim the file a bit, as this link shows.

With regards to the WinMTR that you have presented, I’m not certain if you have done something wrong there or if there is something blocking the connection, but basically what that is showing is your connection going nowhere.

Is it possible instead to provide to us the results from the Looking Glass website? Select the region (I can only assume that you play in Europe) → Heroes of the Storm → tick all the tests, and hit on Run Test. Then paste the results as a reply here!

7

Ah thanks Vossprey, here’s the paste bin - https :// pastebin .com / PZG955AG

adding spaces because I can’t add links

looking glass info:
TRACEROUTE:
traceroute to 81.107.232.249 (81.107.232.249), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.374 ms 0.374 ms 0.373 ms
2 37.244.24.131 (37.244.24.131) 0.633 ms 0.863 ms 1.229 ms
3 Blizzard Blizzard 1.159 ms 1.204 ms 1.272 ms
4 137.221.66.40 (137.221.66.40) 0.812 ms 0.829 ms 0.830 ms
5 * * *
6 137.221.78.34 (137.221.78.34) 1.229 ms 1.167 ms 1.147 ms
7 nl-ams14a-ri1-ae-26-0.aorta. net (213.46.182.193) 2.153 ms 0.809 ms 0.795 ms
8 * * *
9 nl-ams04a-ri3-ae-9-0.aorta. net (84.116.130.242) 1.129 ms 1.137 ms 1.166 ms
10 * * *
11 bmly-core-2a-ae8-0. network.virginmedia. net (62.254.42.82) 9.961 ms 9.986 ms 9.990 ms
12 * * *
13 cpc121560-lewi23-2-0-cust248.2-4.cable.virginm. net (81.107.232.249) 20.880 ms 20.616 ms 25.267 ms

20/09/2020 08:29:21 UTC

PING:
PING 81.107.232.249 (81.107.232.249) 56(84) bytes of data.
64 bytes from 81.107.232.249: icmp_seq=1 ttl=53 time=23.2 ms
64 bytes from 81.107.232.249: icmp_seq=2 ttl=53 time=22.8 ms
64 bytes from 81.107.232.249: icmp_seq=3 ttl=53 time=18.5 ms
64 bytes from 81.107.232.249: icmp_seq=4 ttl=53 time=18.9 ms

— 81.107.232.249 ping statistics —
4 packets transmitted, 4 received, 0% packet loss, time 2998ms
rtt min/avg/max/mdev = 18.567/20.918/23.251/2.156 ms

20/09/2020 08:29:21 UTC

MTR:
Start: Sun Sep 20 08:29:21 2020 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.3 0.2 0.4 0.0
2.|-- 37.244.24.131 0.0% 10 0.7 0.7 0.5 1.2 0.0
3.|-- Blizzard 0.0% 10 1.1 2.8 1.0 17.6 5.2
4.|-- 137.221.66.40 0.0% 10 0.6 9.0 0.6 82.3 25.7
5.|-- 137.221.78.82 90.0% 10 13858 13858 13858 13858 0.0
6.|-- 137.221.78.34 0.0% 10 1.3 4.9 1.1 33.0 10.0
7.|-- nl-ams14a-ri1-ae-26-0.aorta. net 0.0% 10 0.9 1.0 0.7 2.8 0.6
8.|-- nl-ams17b-rc1-lag-8-0.aorta. net 90.0% 10 1.0 1.0 1.0 1.0 0.0
9.|-- nl-ams04a-ri3-ae-9-0.aorta. net 0.0% 10 1.1 1.3 1.1 1.5 0.0
10.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
11.|-- bmly-core-2a-ae8-0. network.virginmedia. net 0.0% 10 11.2 10.0 9.7 11.2 0.3
12.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
13.|-- cpc121560-lewi23-2-0-cust248.2-4.cable.virginm. net 0.0% 10 26.8 21.1 18.2 26.8 2.9

20/09/2020 08:29:21 UTC

Thank you so much for the help and sorry in the delay in getting back to you (hectic couple of days, I’m sure you know how that is)

8

Hey Ryuuga, thanks for getting back to us!

Since you seem to be using an antivirus, I would suggest that you set it up in such a way that it excludes the game and the Battle.net app. Some information about this can be found here.

In addition to the above download the latest driver for your network from here.

If you are using any overlays I would advise you to disable them.

Lastly you seem to have a few utilities that allow for overclocking and control of your power settings? I would suggest that you let Windows determine the power settings for your system, especially for your network card.

9

Hi Vossprey,

Thank you for the suggestions, I have tried them all but the problem is persisting, albeit in an intermittent manner (one game will be absolutely fine and the next will have 3-4 seconds of input lag).

I excluded the battlenet files, including HOTs, from my antivirus and stopped/deleted all the overlays.

I am using a desktop and have the balanced power setting which is the recommended setting from windows.

Not sure what else I can do, any other suggestions? I love this game and I don’t want to be in a position where I am no longer able to play.

UPDATE - Hi Vosprey - this issue has been fixed thanks to your helpful advice. Thank you so much for your help on this (it was an overlay issue with sophos).