Timeout when logging in. Looking Glass data below

Technical Support
1

Hi

Please see attached looking glass diagnostic data. I cannot complete a tracert as it asks for IpConfig 4/6 etc options which I don’t know how to enable. I’ve read through countless posts already and have yet to find a resolution. I was unable to login from around 4 days ago. Only changes I’ve made recently are getting a VPN and installing Avast. I’ve tried disabling both of these and trying again however nothing seems to work.

REPORT FOLLOWS:

TRACEROUTE:
traceroute to 2.25.110.159 (2.25.110.159), 15 hops max, 60 byte packets
1 Blizzard Blizzard 0.359 ms 0.342 ms 0.340 ms
2 37.244.24.130 (37.244.24.130) 1.226 ms 1.238 ms 1.237 ms
3 Blizzard Blizzard 1.504 ms 1.509 ms 1.556 ms
4 137.221.66.44 (137.221.66.44) 0.788 ms 0.810 ms 0.856 ms
5 137.221.78.72 (137.221.78.72) 7.145 ms 7.165 ms 7.165 ms
6 137.221.65.90 (137.221.65.90) 6.855 ms 6.822 ms 6.787 ms
7 137.221.79.32 (137.221.79.32) 6.611 ms 6.646 ms 6.649 ms
8 * * *
9 87.237.20.129 (87.237.20.129) 8.810 ms 7.941 ms 7.913 ms
10 213.1.79.169 (213.1.79.169) 16.776 ms 16.635 ms 16.791 ms
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

08/10/2018 11:18:52 UTC

TRACEROUTE:
traceroute to 2.25.110.159 (2.25.110.159), 15 hops max, 60 byte packets
1 Blizzard Blizzard 3.645 ms 3.621 ms 3.616 ms
2 * * *
3 * * *
4 * * *
5 137.221.77.72 (137.221.77.72) 12.775 ms 12.791 ms 12.793 ms
6 137.221.65.19 (137.221.65.19) 11.280 ms 7.719 ms 7.698 ms
7 137.221.79.32 (137.221.79.32) 10.107 ms 17.878 ms 16.429 ms
8 * * *
9 87.237.20.129 (87.237.20.129) 10.316 ms 8.508 ms 8.501 ms
10 213.1.67.121 (213.1.67.121) 17.714 ms 17.511 ms 17.652 ms
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

08/10/2018 11:18:52 UTC

PING:
PING 2.25.110.159 (2.25.110.159) 56(84) bytes of data.

— 2.25.110.159 ping statistics —
4 packets transmitted, 0 received, 100% packet loss, time 2999ms

08/10/2018 11:18:52 UTC

PING:
PING 2.25.110.159 (2.25.110.159) 56(84) bytes of data.

— 2.25.110.159 ping statistics —
4 packets transmitted, 0 received, 100% packet loss, time 2998ms

08/10/2018 11:18:52 UTC

MTR:
Start: Mon Oct 8 11:18:52 2018 Blizzard 1.|-- Blizzard 0.0% 10 0.4 0.3 0.3 0.4 0.0
2.|-- 37.244.25.130 0.0% 10 0.5 0.6 0.5 0.8 0.0
3.|-- Blizzard 0.0% 10 1.1 1.4 1.1 2.1 0.0
4.|-- 137.221.66.38 0.0% 10 1.0 1.1 1.0 1.2 0.0
5.|-- 137.221.77.72 0.0% 10 7.5 7.5 7.3 7.6 0.0
6.|-- 137.221.65.19 0.0% 10 7.7 7.5 7.4 7.7 0.0
7.|-- 137.221.79.32 0.0% 10 7.2 7.3 7.2 7.8 0.0
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9.|-- 87.237.20.129 0.0% 10 8.6 8.6 8.4 9.3 0.0
10.|-- 213.1.67.121 0.0% 10 17.4 17.5 17.3 17.7 0.0
11.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

08/10/2018 11:18:52 UTC

MTR:
Start: Mon Oct 8 11:18:52 2018 Blizzard 1.|-- Blizzard 0.0% 10 0.3 0.4 0.3 0.4 0.0
2.|-- 37.244.24.130 0.0% 10 0.6 0.7 0.5 2.0 0.3
3.|-- Blizzard 0.0% 10 1.3 1.4 1.3 1.6 0.0
4.|-- 137.221.66.44 0.0% 10 0.8 1.5 0.7 5.2 1.4
5.|-- 137.221.78.72 0.0% 10 6.9 6.8 6.7 6.9 0.0
6.|-- 137.221.65.90 0.0% 10 6.7 6.8 6.7 6.9 0.0
7.|-- 137.221.79.32 0.0% 10 6.6 6.8 6.6 7.0 0.0
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
9.|-- 87.237.20.129 0.0% 10 7.8 7.8 7.7 8.0 0.0
10.|-- 213.1.79.169 0.0% 10 17.2 17.9 16.7 26.7 3.0
11.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

08/10/2018 11:18:52 UTC

If anybody is able to help i’d greatly appreciate it.

Kind regards!

2

Have you tried completely uninstalling both programs, just in case? Sometimes it can help with issues like this.

If it doesn’t let you run a traceroute, could you try running a WinMTR? It usually has a lot of useful information in it that can help us diagnose this kind of issue:
battle.net/support/article/27780

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

3

Okay - I’ve tried running msconfig -> selective startup -> start up -> hide microsoft applications and selecting only what I think my pc would need. I’m assuming this indicates a software conflict.

Here’s the kicker though - the VPN and Avast are compatible? I’m still trying to find the programme which conflicts. But I thought it might help other users to let them know that the timeout for me was a software conflict.

Thank you for responding Delmoryth!

Kind regards

4

Thanks for updating the thread! Happy to read it’s working for you now. :relaxed:

About Avast and the VPN; we’ve found out that Avast can cause trouble with the game sometimes, but that’s not always the case. About the VPN, it’s worth keeping in mind that we can’t offer support for connections through a VPN.

Sometimes it can be hard to pin-point the root of an issue like this; I would recommend activating programs in small batches. It usually makes it easier and faster to identify which one is causing conflict.

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