Keep getting disconnected from game server


#1

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


#2

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!


#3

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:

#4

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!
https://www.surveymonkey.com/r/Nenyasqi


#5

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