Can't connect to game server

Technical Support
1

As part of a school esports program our school hosts an overwatch team however we are having issues with unblocking overwatch on the network. At certain times the connection is fine over the network but then at others we get the can’t connect to game server issue when we boot up the game.

This is the output from the battle.net looking glass set to overwatch EU. We have already unblocked all relevant ports as suggested online. All other internet traffic works fine.

   TRACEROUTE:
traceroute to 51.219.209.114 (51.219.209.114), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.310 ms  0.289 ms  0.285 ms
 2  37.244.25.130 (37.244.25.130)  0.891 ms  0.894 ms  0.892 ms
 3  Blizzard Blizzard  1.300 ms  1.336 ms  1.409 ms
 4  137.221.66.32 (137.221.66.32)  0.919 ms  0.976 ms  1.039 ms
 5  137.221.77.70 (137.221.77.70)  1.009 ms  1.006 ms  1.013 ms
 6  137.221.77.34 (137.221.77.34)  2.911 ms  1.105 ms  1.072 ms
 7  equinix-paris.mpr1.cdg12.fr.above.net (195.42.144.13)  23.731 ms  23.199 ms  23.169 ms
 8  ae27.cs1.cdg12.fr.eth.zayo.com (64.125.29.6)  7.462 ms  7.456 ms  7.451 ms
 9  ae2.cs1.lhr11.uk.eth.zayo.com (64.125.29.25)  7.423 ms  7.429 ms  7.464 ms
10  ae27.mpr2.lhr2.uk.zip.zayo.com (64.125.30.237)  7.580 ms  7.563 ms  7.577 ms
11  ae11.mpr1.lhr15.uk.zip.zayo.com (64.125.30.53)  7.342 ms  7.559 ms  7.540 ms
12  94.31.52.62.IPYX-086069-002-ZYO.above.net (94.31.52.62)  9.071 ms  7.373 ms  7.352 ms
13  51.219.205.28 (51.219.205.28)  24.088 ms  24.083 ms  24.073 ms
14  51.219.205.29 (51.219.205.29)  27.744 ms  27.696 ms  27.598 ms
15  * * *


12/11/2019 13:25:29 UTC
--------------------

TRACEROUTE:
traceroute to 51.219.209.114 (51.219.209.114), 15 hops max, 60 byte packets
 1  Blizzard Blizzard  0.305 ms  0.300 ms  0.311 ms
 2  37.244.24.2 (37.244.24.2)  0.556 ms  0.694 ms  2.870 ms
 3  Blizzard Blizzard  1.422 ms  1.531 ms  1.777 ms
 4  137.221.66.44 (137.221.66.44)  1.192 ms  1.205 ms  1.205 ms
 5  137.221.78.72 (137.221.78.72)  3.242 ms  3.248 ms  3.248 ms
 6  137.221.78.34 (137.221.78.34)  1.025 ms  1.155 ms  1.136 ms
 7  et-4-0-16.edge7.Amsterdam1.Level3.net (212.72.41.89)  1.085 ms  0.853 ms  0.841 ms
 8  * * *
 9  GAMMA-TELEC.bear1.Manchesteruk2.Level3.net (195.50.119.98)  12.393 ms  12.404 ms  12.402 ms
10  51.219.205.28 (51.219.205.28)  12.628 ms  12.593 ms  12.584 ms
11  51.219.205.29 (51.219.205.29)  22.880 ms  22.773 ms  22.764 ms
12  * * *
13  * * *
14  * * *
15  * * *


12/11/2019 13:25:29 UTC
--------------------

PING:
PING 51.219.209.114 (51.219.209.114) 56(84) bytes of data.

--- 51.219.209.114 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 2998ms



12/11/2019 13:25:29 UTC
--------------------

PING:
PING 51.219.209.114 (51.219.209.114) 56(84) bytes of data.

--- 51.219.209.114 ping statistics ---
4 packets transmitted, 0 received, 100% packet loss, time 3003ms



12/11/2019 13:25:29 UTC
--------------------

MTR:
Start: Tue Nov 12 13:25:29 2019 Blizzard  1.|-- Blizzard                              0.0%    10    0.2   0.3   0.2   0.4   0.0
  2.|-- 37.244.25.130                              0.0%    10    0.5   0.5   0.4   0.6   0.0
  3.|-- Blizzard                            0.0%    10    1.4   1.3   1.1   1.5   0.0
  4.|-- 137.221.66.32                              0.0%    10    0.9   1.0   0.8   1.2   0.0
  5.|-- 137.221.77.70                              0.0%    10    1.0   4.7   0.8  34.0  10.4
  6.|-- 137.221.77.34                              0.0%    10    1.2   3.6   1.0  24.2   7.2
  7.|-- equinix-paris.mpr1.cdg12.fr.above.net      0.0%    10    0.6   0.7   0.6   1.0   0.0
  8.|-- ae27.cs1.cdg12.fr.eth.zayo.com             0.0%    10    7.7   7.8   7.3  10.5   0.8
  9.|-- ae2.cs1.lhr11.uk.eth.zayo.com              0.0%    10    7.3   8.1   7.3  12.9   1.7
 10.|-- ae27.mpr2.lhr2.uk.zip.zayo.com             0.0%    10    7.5   7.9   7.5   9.2   0.5
 11.|-- ae11.mpr1.lhr15.uk.zip.zayo.com            0.0%    10    7.5   7.4   7.3   7.6   0.0
 12.|-- 94.31.52.62.IPYX-086069-002-ZYO.above.net  0.0%    10    7.4   7.4   7.3   7.5   0.0
 13.|-- 51.219.205.28                              0.0%    10   23.7  21.5  17.3  47.2   9.2
 14.|-- 51.219.205.29                              0.0%    10   27.7  27.8  27.6  28.0   0.0
 15.|-- ???                                       100.0    10    0.0   0.0   0.0   0.0   0.0


12/11/2019 13:25:29 UTC
--------------------

MTR:
Start: Tue Nov 12 13:25:29 2019 Blizzard  1.|-- Blizzard                               0.0%    10    0.3   1.3   0.2  10.5   3.2
  2.|-- 37.244.24.2                                 0.0%    10    0.5   0.5   0.4   0.9   0.0
  3.|-- Blizzard                             0.0%    10    1.3   1.3   1.1   1.5   0.0
  4.|-- 137.221.66.44                               0.0%    10    1.0   1.1   1.0   1.2   0.0
  5.|-- 137.221.78.72                               0.0%    10    5.9   9.9   1.8  35.5  10.3
  6.|-- 137.221.78.34                               0.0%    10    1.1   4.2   1.1  26.8   8.0
  7.|-- et-4-0-16.edge7.Amsterdam1.Level3.net       0.0%    10    1.0   8.3   0.7  45.8  15.5
  8.|-- ae-3-3.bear1.Manchesteruk2.Level3.net      30.0%    10   12.3  12.0  11.8  12.3   0.0
  9.|-- GAMMA-TELEC.bear1.Manchesteruk2.Level3.net  0.0%    10   12.2  12.2  12.2  12.3   0.0
 10.|-- 51.219.205.28                               0.0%    10   12.8  13.5  12.5  20.7   2.4
 11.|-- 51.219.205.29                               0.0%    10   22.8  22.9  22.8  23.0   0.0
 12.|-- ???                                        100.0    10    0.0   0.0   0.0   0.0   0.0


12/11/2019 13:25:29 UTC
--------------------
2

Thanks for providing that connection test file to us. It all looks pretty good except for that very last MTR test.

On line 8 of the second test, there’s a 30% packet loss and that could be indicating a temporary loss of connection which would explain why you only temporary get a problem. I’d recommend showing these results to the Internet Provider for your connection and highlight that server showing the 30% packet loss as that could help them identify and sort out the issue giving you a more stable connection to our servers. :slight_smile: