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Mattw2311
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Message 1 of 11
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Heroes of the Storm - Ping Spikes + Freezes

For a while now i've been getting freezes in Heroes of the Storm, with the game being unplayable for a few seconds, and my ping occasionally goes from 30 to around 100+

 

Wired connection, perfectly fine in other games.

 

Did a Tracert and a Pathping, with the following results:

 

Tracert:


Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:

1 10 ms 13 ms 13 ms 10.167.152.1
2 12 ms 13 ms 13 ms brhm-core-2a-ae3-1581.network.virginmedia.net [80.0.2.57]
3 * * * Request timed out.
4 10 ms 64 ms 13 ms nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
5 21 ms 21 ms 24 ms 62.253.174.189
6 405 ms 82 ms 34 ms ae14.cr1.ams10.nl.zip.zayo.com [64.125.21.77]
7 26 ms 29 ms 30 ms ae9.mpr3.lhr3.uk.zip.zayo.com [64.125.28.242]
8 27 ms 32 ms 27 ms ae6.mpr2.lhr3.uk.zip.zayo.com [64.125.21.22]
9 24 ms 122 ms 24 ms ae11.mpr1.lhr1.uk.zip.zayo.com [64.125.27.49]
10 24 ms 23 ms 22 ms ldn-b5-link.telia.net [213.248.76.85]
11 22 ms 23 ms 23 ms ldn-bb2-link.telia.net [80.91.246.114]
12 28 ms 29 ms 29 ms adm-bb4-link.telia.net [213.155.136.83]
13 29 ms 29 ms 30 ms adm-b2-link.telia.net [213.155.137.183]
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.

 

Pathping:

 


Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:
0 MattWalker-PC [192.168.0.12]
1 10.167.152.1
2 brhm-core-2a-ae3-1581.network.virginmedia.net [80.0.2.57]
3 * * *
Computing statistics for 50 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 MattWalker-PC [192.168.0.12]
1/ 100 = 1% |
1 13ms 93/ 100 = 93% 92/ 100 = 92% 10.167.152.1
0/ 100 = 0% |
2 23ms 1/ 100 = 1% 0/ 100 = 0% brhm-core-2a-ae3-1581.network.virginmedia.net [80.0.2.57]

Trace complete.

 

 

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Mattw2311
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Message 2 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

did 2 pathpings so presumed it was better to post  both, couldn't edit my first message in time.

 

Pathping 2:


Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:
0 MattWalker-PC [192.168.0.12]
1 10.167.152.1
2 brhm-core-2a-ae3-1581.network.virginmedia.net [80.0.2.57]
3 * * *
Computing statistics for 50 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 MattWalker-PC [192.168.0.12]
0/ 100 = 0% |
1 79ms 99/ 100 = 99% 99/ 100 = 99% 10.167.152.1
0/ 100 = 0% |
2 16ms 0/ 100 = 0% 0/ 100 = 0% brhm-core-2a-ae3-1581.network.virginmedia.net [80.0.2.57]

Trace complete.

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Mattw2311
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Message 3 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

To add an extra update, there are problems with the EU8 server on HotS, which I'm on, as well as a lot of other people, but there's obviously something wrong in the pathping/traceroutes too Smiley Very Happy

 

http://eu.battle.net/heroes/en/forum/topic/14755325888?page=1

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Message 4 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

Hi Mattw2311,

 

I'm sorry to hear you're experiencing ping spikes & freezes playing Heroes of the Storm online.  Thanks for the traceroute and pathping results.  Looking at things the traceroute is actually looking OK, there are a few hops with slower response times, but things are passing through those OK and continuing on with good response times onto the Telia network.

 

The pathping looks a little different, did you run these at the same time?  Looking over everything, including the forum link you provided, I don't see anything beyond the EU8 latency issues at work here.  If the traceroute was also dropping at the same stage as the pathping I'd be more confident of seeing a problem elsewhere.  I've checked your hub and network segment as well, these all look great, so no problems to report on the connection.

 

As it is, I would recommend trying modem mode with a wired connection, testing things for a little while and then re-running traceroute and pathping tests at that point to see how things look.  Let me know how you get on.

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Mattw2311
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Message 5 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

Resetting your Network Devices
https://eu.battle.net/support/en/article/power-cycle-your-network-devices

 

quick update, I did this properly this morning, and did 2 games this morning and one this afternoon with 0 lag, constant 30ms and 60fps, so either I've been extremely lucky (which I doubt, due to 100% of games before had lag of some kind in them) or this actually fixed my problem, just a heads up, thanks!

 

I'll update if it gets worse, but atm it's in good shape.

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Message 6 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

Hi Mattw2311,

 

Thanks for the heads up, I'm glad to hear it was working Ok when you tried it.

 

Let us know if you experience any further issues.

Kev

The do's and don'ts. Keep the community welcoming for all. Follow the house rules


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Mattw2311
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Message 7 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

As a quick update, the freezes have been happening again in game since yesterday, there's also been no update from Blizzard on the EU8 thread, so I'll see how that goes, presume there's not much else I can do on my end for now.

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Message 8 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

http://eu.battle.net/heroes/en/forum/topic/14755325888?page=11#217

 

Was a post here from a Blizzard employee, as they say, the problem isn't on their end as far as they can tell, but all of the following comments, and every comment in the thread itself all point to Blizzards problem, as I severely doubt so many people are having the same problem from multiple ISPs and Countries.

 

Guess I'll see how it develops.

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Mattw2311
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Message 9 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

Did another tracert today, pinging to the Heroes of the Storm servers.

 


Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:

1 5 ms 11 ms 12 ms 10.167.152.1
2 12 ms 13 ms 12 ms brhm-core-2a-ae3-1581.network.virginmedia.net [80.0.2.57]
3 * * * Request timed out.
4 14 ms 19 ms 27 ms nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
5 28 ms 28 ms 29 ms 62.253.174.189
6 28 ms 33 ms 28 ms ae14.cr1.ams10.nl.zip.zayo.com [64.125.21.77]
7 30 ms 31 ms 31 ms ae9.mpr3.lhr3.uk.zip.zayo.com [64.125.28.242]
8 206 ms 82 ms 30 ms ae6.mpr2.lhr3.uk.zip.zayo.com [64.125.21.22]
9 * 1181 ms 58 ms ae11.mpr1.lhr1.uk.zip.zayo.com [64.125.27.49]
10 28 ms 84 ms 27 ms ldn-b5-link.telia.net [213.248.76.85]
11 100 ms 26 ms 27 ms ldn-bb2-link.telia.net [80.91.246.114]
12 33 ms 36 ms 34 ms adm-bb4-link.telia.net [62.115.136.198]
13 33 ms 38 ms 34 ms adm-b2-link.telia.net [62.115.141.9]
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.

 

Seems pretty crazy from line 8 down and down, what would that lean towards the problem being? Cheers.

 

 

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Mattw2311
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Message 10 of 11
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Re: Heroes of the Storm - Ping Spikes + Freezes

quick update, just power cycled my connections;

 

turned comps connected to modem off, disconnected modem, waited a few minutes, turned modem on, waited for it to load up fully, turned comp back on.

 

following tracert is the result, showing little to no problems after a power reset.

 


Tracing route to 213-155-155-233.customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:

1 7 ms 5 ms 10 ms 10.167.152.1
2 7 ms 7 ms 7 ms brhm-core-2a-ae3-1581.network.virginmedia.net [80.0.2.57]
3 * * * Request timed out.
4 8 ms 12 ms 10 ms nrth-bb-1c-ae0-0.network.virginmedia.net [62.254.42.134]
5 18 ms 17 ms 19 ms 62.253.174.189
6 25 ms 22 ms 19 ms ae14.cr1.ams10.nl.zip.zayo.com [64.125.21.77]
7 20 ms 21 ms 21 ms ae9.mpr3.lhr3.uk.zip.zayo.com [64.125.28.242]
8 21 ms 20 ms 21 ms ae6.mpr2.lhr3.uk.zip.zayo.com [64.125.21.22]
9 17 ms 17 ms 17 ms ae11.mpr1.lhr1.uk.zip.zayo.com [64.125.27.49]
10 18 ms 20 ms 21 ms ldn-b5-link.telia.net [213.248.76.85]
11 18 ms 17 ms 18 ms ldn-bb2-link.telia.net [80.91.246.114]
12 26 ms 22 ms 24 ms adm-bb4-link.telia.net [62.115.142.221]
13 23 ms 23 ms 24 ms adm-b2-link.telia.net [80.91.253.182]
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.

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