Keep getting disconnected from game server

Hi, why with every big patch the game gets slower and performance lower? Unfortunately, after the last big patch, I have a problem to launch the game. It starts connecting to a game server, then the game freezes for about 30-40 seconds and then I get a message “lost connection to game server”. I already tried to check system and drivers updates, went through couple articles what to check and how to fix and nothing works. Yesterday after about an hour of trying I got connected and the game worked. But today it’s the same story, I can’t connect to the game again. I’m already tired of trying, restarting, changing just to get the same result. Is there something I could try to fix this issue? Any help appreciated. Thx

Hello JeeNPe,

Please, check this article and make sure you follow all the instructions, including the advanced steps:
battle.net/support/article/99037

If the issue persists, we’ll need some more data so we can investigate:

  • Details of issue:
  • Date/time it started:
  • City/Country:
  • Internet Provider:
  • Traceroute (right after a disconnection or whenever you’re experiencing the issue)
  • Pathping (right after a disconnection or whenever you’re experiencing the issue)
  • WinMTR (right after a disconnection or whenever you’re experiencing the issue)

Got feedback about the support I’m providing? Leave your comments here!

So I’m still struggling with the connection to the game. There are days where it takes couple attempts and days when I can’t connect at all even when trying for one hour. So here are my details you requested:

  • when trying to connect to the game, the whole system freezes couple times for about 30 seconds and then usually displays information that the connection was lost
  • it started with the update to 1.31, when I first reported my issue. before that patch I never had any issue with connection to the game.
  • my location is Czech Republic / Prague
  • ISP T-Mobile with cable connection. also connected by cable to my modem
  • unfortunately, I don’t know how to provide you the log files, it keeps telling me I can’t insert any links here :frowning:

Hey JeeNPe,

Please provide the requested connection tests so we can have a look into this. You can write the links here as Preformatted text.


Have a few seconds to spare? Let me know how I’m doing!

ok, here is IP 1:

Tracing route to 185.60.114.159 over a maximum of 30 hops

  0  PRGA-004200.int.avast.com [192.168.0.104] 
  1  109.183.22.1 
  2  100.72.16.121 
  3  100.81.66.110 
  4  100.72.16.154 
  5  100.72.16.153 
  6  195.39.30.81 
  7  ae-2.fra2027-ex1.gtsce.net [193.85.195.94] 
  8  pr01.eqfr5.blizzardonline.net [80.81.195.26] 
  9  ae1-br01-eqfr5.as57976.net [137.221.80.33] 
 10     *        *        *     
Computing statistics for 225 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           PRGA-004200.int.avast.com [192.168.0.104] 
                                0/ 100 =  0%   |
  1    2ms     0/ 100 =  0%     0/ 100 =  0%  109.183.22.1 
                                0/ 100 =  0%   |
  2    3ms     0/ 100 =  0%     0/ 100 =  0%  100.72.16.121 
                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  100.81.66.110 
                                0/ 100 =  0%   |
  4    1ms     0/ 100 =  0%     0/ 100 =  0%  100.72.16.154 
                                0/ 100 =  0%   |
  5    1ms     0/ 100 =  0%     0/ 100 =  0%  100.72.16.153 
                                0/ 100 =  0%   |
  6    3ms     0/ 100 =  0%     0/ 100 =  0%  195.39.30.81 
                                0/ 100 =  0%   |
  7   14ms     0/ 100 =  0%     0/ 100 =  0%  ae-2.fra2027-ex1.gtsce.net [193.85.195.94] 
                                0/ 100 =  0%   |
  8   11ms     0/ 100 =  0%     0/ 100 =  0%  pr01.eqfr5.blizzardonline.net [80.81.195.26] 
                                0/ 100 =  0%   |
  9   15ms     0/ 100 =  0%     0/ 100 =  0%  ae1-br01-eqfr5.as57976.net [137.221.80.33] 

Trace complete.


Tracing route to 185.60.114.159 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  109.183.22.1 
  2     1 ms     1 ms     1 ms  100.72.16.121 
  3     1 ms     1 ms     1 ms  100.81.66.110 
  4     2 ms     1 ms     1 ms  100.72.16.154 
  5     1 ms     1 ms     2 ms  100.72.16.153 
  6     4 ms     3 ms     3 ms  195.39.30.81 
  7    31 ms    36 ms    10 ms  ae-2.fra2027-ex1.gtsce.net [193.85.195.94] 
  8    11 ms    11 ms    11 ms  pr01.eqfr5.blizzardonline.net [80.81.195.26] 
  9    29 ms    29 ms    28 ms  ae1-br01-eqfr5.as57976.net [137.221.80.33] 
 10    22 ms    23 ms    23 ms  et-0-0-2-br01-eqpa4.as57976.net [137.221.65.26] 
 11    30 ms    28 ms    28 ms  be1-pe02-eqpa4.as57976.net [137.221.77.69] 
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

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

|                                      WinMTR statistics                                   |

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

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

|                            109.183.22.1 -    0 |   38 |   38 |    1 |    1 |    2 |    1 |

|                           100.72.16.121 -    0 |   39 |   39 |    1 |    1 |    5 |    1 |

|                           100.81.66.110 -    0 |   38 |   38 |    1 |    1 |    3 |    2 |

|                           100.72.16.154 -    0 |   38 |   38 |    1 |    1 |    3 |    1 |

|                           100.72.16.153 -    0 |   38 |   38 |    1 |    1 |   11 |    1 |

|                            195.39.30.81 -    0 |   38 |   38 |    3 |    3 |    5 |    3 |

|              ae-2.fra2027-ex1.gtsce.net -    0 |   38 |   38 |   10 |   11 |   36 |   10 |

|           pr01.eqfr5.blizzardonline.net -    0 |   38 |   38 |   10 |   10 |   18 |   11 |

|              ae1-br01-eqfr5.as57976.net -    0 |   38 |   38 |   28 |   29 |   52 |   29 |

|         et-0-0-2-br01-eqpa4.as57976.net -    0 |   38 |   38 |   22 |   26 |   89 |   22 |

|              be1-pe02-eqpa4.as57976.net -    0 |   38 |   38 |   28 |   29 |   30 |   29 |

|                   No response from host -  100 |   11 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|                   No response from host -  100 |   10 |    0 |    0 |    0 |    0 |    0 |

|________________________________________________|______|______|______|______|______|______|

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

and IP2:

Tracing route to 185.60.112.157 over a maximum of 30 hops

  0  PRGA-004200.int.avast.com [192.168.0.104] 
  1  109.183.22.1 
  2  100.72.16.121 
  3  100.81.66.110 
  4  100.72.16.154 
  5  100.72.16.153 
  6  195.39.30.81 
  7  ae-2.fra2027-ex1.gtsce.net [193.85.195.94] 
  8  pr01.eqfr5.blizzardonline.net [80.81.195.26] 
  9  ae1-br01-eqfr5.as57976.net [137.221.80.33] 
 10  et-0-0-2-br01-eqam1.as57976.net [137.221.65.29] 
 11  et-0-0-31-pe02-eqam1.as57976.net [137.221.78.69] 
 12  185.60.112.157 

Computing statistics for 300 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           PRGA-004200.int.avast.com [192.168.0.104] 
                                0/ 100 =  0%   |
  1    1ms     0/ 100 =  0%     0/ 100 =  0%  109.183.22.1 
                                0/ 100 =  0%   |
  2    1ms     1/ 100 =  1%     1/ 100 =  1%  100.72.16.121 
                                0/ 100 =  0%   |
  3  ---     100/ 100 =100%   100/ 100 =100%  100.81.66.110 
                                0/ 100 =  0%   |
  4    1ms     1/ 100 =  1%     1/ 100 =  1%  100.72.16.154 
                                0/ 100 =  0%   |
  5    2ms     1/ 100 =  1%     1/ 100 =  1%  100.72.16.153 
                                0/ 100 =  0%   |
  6    3ms     0/ 100 =  0%     0/ 100 =  0%  195.39.30.81 
                                0/ 100 =  0%   |
  7   14ms     0/ 100 =  0%     0/ 100 =  0%  ae-2.fra2027-ex1.gtsce.net [193.85.195.94] 
                                0/ 100 =  0%   |
  8   11ms     0/ 100 =  0%     0/ 100 =  0%  pr01.eqfr5.blizzardonline.net [80.81.195.26] 
                                0/ 100 =  0%   |
  9   12ms     0/ 100 =  0%     0/ 100 =  0%  ae1-br01-eqfr5.as57976.net [137.221.80.33] 
                                0/ 100 =  0%   |
 10   27ms     0/ 100 =  0%     0/ 100 =  0%  et-0-0-2-br01-eqam1.as57976.net [137.221.65.29] 
                                0/ 100 =  0%   |
 11   29ms     0/ 100 =  0%     0/ 100 =  0%  et-0-0-31-pe02-eqam1.as57976.net [137.221.78.69] 
                                0/ 100 =  0%   |
 12   22ms     0/ 100 =  0%     0/ 100 =  0%  185.60.112.157 

Trace complete.


Tracing route to 185.60.112.157 over a maximum of 30 hops

  1     1 ms     2 ms     1 ms  109.183.22.1 
  2     1 ms     2 ms     2 ms  100.72.16.121 
  3     1 ms     1 ms     1 ms  100.81.66.110 
  4     3 ms     2 ms     1 ms  100.72.16.154 
  5     2 ms     1 ms     1 ms  100.72.16.153 
  6     4 ms     3 ms     3 ms  195.39.30.81 
  7    10 ms    11 ms    11 ms  ae-2.fra2027-ex1.gtsce.net [193.85.195.94] 
  8    11 ms    11 ms    11 ms  pr01.eqfr5.blizzardonline.net [80.81.195.26] 
  9    55 ms    36 ms    55 ms  ae1-br01-eqfr5.as57976.net [137.221.80.33] 
 10    23 ms    22 ms    22 ms  et-0-0-2-br01-eqam1.as57976.net [137.221.65.29] 
 11    23 ms    22 ms    25 ms  et-0-0-31-pe02-eqam1.as57976.net [137.221.78.69] 
 12    22 ms    23 ms    22 ms  185.60.112.157 

Trace complete.

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

|                                      WinMTR statistics                                   |

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

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

|                            109.183.22.1 -    1 |  284 |  282 |    1 |    2 |   59 |    1 |

|                           100.72.16.121 -    1 |  283 |  282 |    0 |    1 |   11 |    1 |

|                           100.81.66.110 -    1 |  281 |  279 |    1 |    1 |   40 |    2 |

|                           100.72.16.154 -    2 |  280 |  277 |    1 |    1 |    8 |    1 |

|                           100.72.16.153 -    1 |  281 |  279 |    1 |    2 |  156 |    1 |

|                            195.39.30.81 -    1 |  275 |  274 |    2 |    5 |  586 |    3 |

|              ae-2.fra2027-ex1.gtsce.net -    1 |  279 |  277 |   10 |   11 |   45 |   10 |

|           pr01.eqfr5.blizzardonline.net -    1 |  275 |  273 |   10 |   11 |   30 |   10 |

|              ae1-br01-eqfr5.as57976.net -    5 |  252 |  241 |   28 |   33 |  156 |   28 |

|         et-0-0-2-br01-eqpa4.as57976.net -    3 |  274 |  267 |   28 |   75 | 2231 | 1960 |

|        et-0-0-29-br02-eqpa4.as57976.net -    1 |  275 |  273 |   28 |   58 | 1050 | 1003 |

|         et-0-0-3-br02-eqam1.as57976.net -    4 |  262 |  254 |   28 |   77 | 4142 |   29 |

|        et-0-0-67-pe02-eqam1.as57976.net -    5 |  260 |  248 |   28 |   30 |   42 |   37 |

|                          185.60.112.157 -    1 |  280 |  279 |   28 |   29 |   37 |   28 |

|________________________________________________|______|______|______|______|______|______|

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