Latency issue. Please help

  • Since January 3rd i have had problems with my latency in diablo 3. Please help me figure it out.

    >>>>>>>>>>>>>>pathping 24.105.30.129

    Tracing route to 24.105.30.129 over a maximum of 30 hops

    0 drew.telus [192.xx.xx.xx]
    1 192.168.1.254
    2 10.252.20.1
    3 STTLWAWBCI01.bb.telus.com [75.154.217.108]
    4 * * *

    Source to Here This Node/Link
    Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
    0 drew.telus [192.xx.xx.xx]
    0/ 100 = 0% |
    1 2ms 0/ 100 = 0% 0/ 100 = 0% 192.168.1.254
    0/ 100 = 0% |
    2 4ms 0/ 100 = 0% 0/ 100 = 0% 10.252.20.1
    100/ 100 =100% |
    3 --- 100/ 100 =100% 0/ 100 = 0% 75.154.217.108

    >>>>>>>>>>>>>>>paste from looking-glass.battle.net

    PING:
    PING 104.xx.xx.xx 56(84) bytes of data.

    --- 104.xx.xx.xx ping statistics ---
    4 packets transmitted, 0 received, 100% packet loss, time 4998ms

    09/01/2017 05:51:06 UTC
    --------------------

    TRACEROUTE:
    traceroute to 104.xx.xx.xx , 15 hops max, 60 byte packets
    1 Blizzard (Blizzard) 0.462 ms 0.510 ms 0.709 ms
    2 * * *
    3 37.244.0.100 (37.244.0.100) 2.686 ms 2.698 ms 2.727 ms
    4 * * *
    5 37.244.1.32 (37.244.1.32) 55.911 ms 57.443 ms 57.459 ms
    6 * * *
    7 * * *
    8 * * *
    9 * * *
    10 * * *
    11 * * *
    12 * * *
    13 * * *
    14 * * *
    15 * * *

    09/01/2017 05:51:06 UTC
    --------------------

    MTR:
    HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
    1. Blizzard 0.0% 10 0.4 0.8 0.4 1.5 0.4
    2. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
    3. 37.244.0.100 0.0% 10 2.9 2.8 2.6 3.3 0.2
    4. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
    5. 37.244.1.32 0.0% 10 55.9 56.0 55.7 57.5 0.5
    6. ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

    09/01/2017 05:51:06 UTC
    --------------------
  • Hey tarkun,

    What kind of latency are you experiencing in-game?

    Please also go ahead and post the below info.

    • Windows Version: (Xp, Vista, 7, 8 or 10)
    • Firewall: (McAfee, Norton, ZoneAlarm, etc.)
    • Network Adapter make, model, and driver date and version:
    • Router make and model:
    • Cable or DSL Modem make and model:
    • Is the connection wired or wireless:


    Both the pathping and looking-glass tests were blocked by a firewall very early on so we aren't able to get a look at the whole connection path with either of those. Lets see if we can get a better look using the WinMTR tool.

    1. Download WinMTR
    2. Right-click on the downloaded .zip folder and select "Extract All", to extract the files to a new folder.
    3. Open the new folder that was created, then open the WinMTR folder that corresponds to your Windows OS. x64 for 64-bit or x32 for 32-bit.
    4. Right-click on the WinMTR application and select "Run as administrator".
    5. Type the IP address you want to trace in the "Host" field.
    6. Click on "Start" and then launch the game. Allow the test to run for at least 10 minutes. Click on "Stop" when you’re done playing after you have experienced the latency or connection issue.
    7. Click on "Export TEXT" to save the results as a text document, then post the results.

    Thanks!
  • Hey again tarkun,

    Thank you for replying back with that information. Your WinMTR results, while showing at least one spike in latency over 130ms on several hops, appears fine overall. It doesn't show any abnormal packet loss and those numbers definitely would not indicate you should be getting 900ms in-game. The WinMTR test isn't going to 100% represent your in-game connection, as there's different processing times added on to the in-game connection, but it is a good tool for checking the path.

    01/13/2017 10:56 PMPosted by tarkun
    If you reply again, please answer this one specifically. if your website shows the testing ip as being the same for wow, as it is for diablo 3 in north america(west)... why is it that my connection to wow is perfectly fine, but not diablo? This is the one i need answered.


    Each game is going to handle the connection a bit differently, due to the differences in game design, and this goes not only for different Blizzard games but just any game in general. Since we've narrowed this down to an issue with Diablo 3 specifically it sounds like there's an issue affecting your client that is causing the high latency, and at the same time the same issue isn't affecting the WoW client for you.

    To clarify, the IP address used for testing is a general IP address that resides in the same data center that the servers are in. The WoW west coast servers are in the same data center as the Diablo 3 servers, so the IP address for testing can be the same. This IP address isn't necessarily the exact IP address that your client is connecting to, but it is one that is close enough in the data center that we can reliably use it for testing the connection. Beyond that point we would not be able to see much due to the firewalls that Blizzard has in place. Of course if this latency issue was something caused by the server itself or something within the Blizzard network it would be affecting everyone that connects to Diablo 3, but at the moment we are just not seeing that. This is why we want to troubleshoot latency issues on a case-by-case basis, and if there is ever an issue that is affecting everyone we will let everyone know that we're working to get it resolved.

    You mentioned that this started happening around January 3rd. Patch 2.4.3 was on January 4th and one of the bigger changes in this patch was the introduction of the 64-bit client. Lets try having you switch back to the 32-bit client to see if that helps.

    Toggling 32-bit mode

    Feel free to report back if that does the trick.