Troubleshooting lag issues....

Technical Support
Lag is one of the biggest issues and so I thought I would post information on ways to help identify where the issue is as well as some steps that almost all support people ask you to do. I will attempt to include examples where I can.

Basic Info:
Every computer has an ip address. This address is so computers can identify themselves and talk to one another. Routers also have ip addresses. Routers are devices that are designed specifically to route information being exchanged between computers. Think of your information like a train. A train track is the route your information will follow and a router is a switch that will change which track the train travels on. Lag, or network latency, is when the path and routers your going through are not responding in a timely fashion. There are a multitude of reasons for this but those exact issues are for the computer geeks that have the job of making sure they work right.

Finding the problem:
Identifying the problem and finding out exactly where the problem is will be important so those geeks know where to look as well as proof that the problems aren't your fault. Most of these instructions apply to Windows 7, Xp and Vista.
The first tool in our arsenal is going to be ping. Ping simply sends a request to a network device ( a computer, server or router) to respond. It's like asking if someone is home and waiting for them to respond.

You can find an easy to use free ping program here: http://download.cnet.com/Ping-Tester/3000-2085_4-10819112.html

This program can make things easier than attempting to use a command prompt. To open a command prompt and do a ping there instead of using software, follow these instructions.

Win 7 / Vista
Click on the Windows button on your task bar and in the search box at the bottom type in cmd. You should see cmd show up above, simply double click on that and a black box will open. Type Ping/? in that box and you will see the list of options and how to use ping.

Win XP and older.
Click on start, then Run. In the box type in cmd and hit ok. The rest is the same as above.

Most people have routers in their homes now and so I'm going to assume a few things. (If your having issues or your setup seems different you may need to contact your ISP for information on your network configuration.)
First you want to ping 127.0.0.1. That's yourself. You should always get a response and there should be no packet loss.


C:\Windows\system32>ping 127.0.0.1

Pinging 127.0.0.1 with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time<1ms TTL=64
Reply from 127.0.0.1: bytes=32 time<1ms TTL=64
Reply from 127.0.0.1: bytes=32 time<1ms TTL=64
Reply from 127.0.0.1: bytes=32 time<1ms TTL=64

Ping statistics for 127.0.0.1:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms


The next you want to ping your router. Normally the ip address of your router is 192.168.1.1
If your not sure, run ipconfig at your command prompt. (that black box you should have up) your default gateway should be the ip address of your router.


C:\Windows\system32>ipconfig

Windows IP Configuration


Ethernet adapter Local Area Connection:

Connection-specific DNS Suffix . : home
Link-local IPv6 Address . . . . . : fe80::cc60:cfe8:706d:1eff%13
IPv4 Address. . . . . . . . . . . : 192.168.1.6
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : 192.168.1.1

Tunnel adapter isatap.home:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : home

Tunnel adapter IP6Tunnel:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :

C:\Windows\system32>

Ping 192.168.1.1 (or your default gateway)
Providing you haven't had issues with either of these steps then at this point your local network connections should be fine. The next step is finding out exactly where your going when your logged into WoW.
Follow these instructions to find out what ip address you are connecting to.
http://www.wowwiki.com/How_to_find_IP_addresses_of_realms

Now a ping doesn't really tell you everything you would need to know so we are going to use a different command to really see what's going on. It's called pathping. Once you know what the ip address is, you simply type pathping and then the ip address.


C:\Windows\system32>pathping 206.16.118.224

Tracing route to 206.16.118.224 over a maximum of 30 hops

0 Quantum.home [192.168.1.6]
1 Wireless_Broadband_Router.home [192.168.1.1]
2 10.1.41.97
3 G0-8-3-6.WASHDC-LCR-21.verizon-gni.net [130.81.55.34]
4 so-12-1-0-0.LCC1-RES-BB-RTR1-RE1.verizon-gni.net [130.81.151.230]
5 0.ae1.BR1.IAD8.ALTER.NET [152.63.32.141]
6 192.205.36.141
7 cr2.wswdc.ip.att.net [12.122.81.250]
8 cr1.attga.ip.att.net [12.122.1.173]
9 * cr2.dlstx.ip.att.net [12.122.28.174]
10 * cr1.dlstx.ip.att.net [12.122.1.209]
11 cr1.phmaz.ip.att.net [12.122.28.182]
12 12.123.206.181
13 12-122-254-50.attens.net [12.122.254.50]
14 mdf002c7613r0001-gig-12-1.phx1.attens.net [63.241.130.210]
15 * * *
Computing statistics for 350 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Quantum.home [192.168.1.6]
1/ 100 = 1% |
1 0ms 2/ 100 = 2% 1/ 100 = 1% Wireless_Broadband_Router.home [192.168.1.1]
0/ 100 = 0% |
2 10ms 6/ 100 = 6% 5/ 100 = 5% 10.1.41.97
0/ 100 = 0% |
3 6ms 1/ 100 = 1% 0/ 100 = 0% G0-8-3-6.WASHDC-LCR-21.verizon-gni.net [130.81.55.34]

1/ 100 = 1% |
4 11ms 2/ 100 = 2% 0/ 100 = 0% so-12-1-0-0.LCC1-RES-BB-RTR1-RE1.verizon-gni.net [130.
81.151.230]
0/ 100 = 0% |
5 9ms 2/ 100 = 2% 0/ 100 = 0% 0.ae1.BR1.IAD8.ALTER.NET [152.63.32.141]
0/ 100 = 0% |
6 11ms 3/ 100 = 3% 1/ 100 = 1% 192.205.36.141
0/ 100 = 0% |
7 --- 100/ 100 =100% 98/ 100 = 98% cr2.wswdc.ip.att.net [12.122.81.250]
0/ 100 = 0% |
8 --- 100/ 100 =100% 98/ 100 = 98% cr1.attga.ip.att.net [12.122.1.173]
0/ 100 = 0% |
9 --- 100/ 100 =100% 98/ 100 = 98% cr2.dlstx.ip.att.net [12.122.28.174]
0/ 100 = 0% |
10 --- 100/ 100 =100% 98/ 100 = 98% cr1.dlstx.ip.att.net [12.122.1.209]
0/ 100 = 0% |
11 --- 100/ 100 =100% 98/ 100 = 98% cr1.phmaz.ip.att.net [12.122.28.182]
0/ 100 = 0% |
12 --- 100/ 100 =100% 98/ 100 = 98% 12.123.206.181
0/ 100 = 0% |
13 --- 100/ 100 =100% 98/ 100 = 98% 12-122-254-50.attens.net [12.122.254.50]
0/ 100 = 0% |
14 86ms 2/ 100 = 2% 0/ 100 = 0% mdf002c7613r0001-gig-12-1.phx1.attens.net [63.241.130.
210]

Trace complete.


Now the example above is an actual pathping to the server I was logged into at the time which happens to be the Sisters of Elune server. Your results may be slightly different. The first section is the route your taking and a list of all the network devices your traveling through. The section after "Computing Statistics for 350 seconds.... " is basically a ping response from each of those network devices. Computer geek type people know how to use this information. If your having really bad lag issues then running a pathping while those issues are present, may help identify where the problem is.

Troubleshooting:
These are just a few basic steps that almost all support personnel will ask you to do to make sure that it's not a problem on your end. Most recently these are almost all the same steps Verizon asked me to do when troubleshooting my own connection and a few extras I tossed in there based on my own experience and knowledge.

  • Disconnect all other computers except the one that you are using. Make sure that you are NOT using a wireless connection and that the Ethernet cord that is connected from your computer to your router is in good condition and connected securely.

  • Make sure your network controller drivers are updated. You may need to contact your computer manufacturer to find out how to do this.

  • Reset your router back to factory specifications. You may need to refer to your router documentation or contact your ISP to find out how to do this. Keep in mind that this step will erase any customizations or settings you have changed. This can include the wireless settings as well as the login information for the router itself. So proceed with caution or simply skip this step if your not sure. In some cases this could actually cause you to not be able to establish an internet connection.

  • Reboot the router. Turn it off, wait about 30 to 60 seconds then turn it back on. This is different than a reset as it does not erase settings. Most routers have a power switch on them but if yours doesn't simply unplug the power.

  • Reboot your computer next. I would recommend that you actually turn the computer completely off wait about 30 to 60 seconds then turn it back on.

  • If you have a cable modem or are a verizon FiOS customer with verizon TV you will want to make sure all the coaxial connections are tight. This includes any connections you have to televisions, cable boxes, cable modems and splitters.

  • You may also want to disable any and all firewall or internet security software temporarily before retesting your connection. Some software like Norton and McAfee will pass all internet information through themselves before passing it on to the internet or allowing it in to you. This software looks at all that information and analyzes it first. This consumes additional computer resources and if your system isn't fast enough it may actually cause internet communication to be sluggish or cause high latency. This can be especially true during boss fights or encounters that task your system harder than normal.

  • Finally, turn off any other programs that communicate with the internet. Things like yahoo, skype, ventrillo. While it's not likely that any of these is actually causing the issue, at least this will be sure that those programs aren't using bandwidth that you might need depending on the speed of your connection.

These are just a few basics that I hope can help everyone as well as help blizzard identify problems that may exist on their end.
I wanted to add a few other resources that could be useful, or if your a geek like me, just nifty to see.

http://www.speedtest.net/ You can see what internet speeds your actually getting.

http://www.pingtest.net This is where you can test the quality of your connection.

I welcome any additional suggestions, ideas or comments or questions. Or if someone has found what they think or feel is a better "guide", I'd like to see it.
Great write-up, Myreth! You may want to post in this sticky:

User Tips and Tricks

http://us.battle.net/wow/en/forum/topic/933154288
________________________________________________
Account and Technical Services
If the Forum isn't helping, contact a Support Rep directly: http://us.blizzard.com/en-us/company/about/contact.html
'There's an old saying about those who forget history. I don't remember it, but it's good.'

Rate Me! https://www.surveymk.com/s/R6BG5YS
http://www.pingtest.net/result/73464266.png

What can I do to troubleshoot this? maybe I'll call my ISP
unplugging router and modem while restarting computer worked for me ty.

Join the Conversation

Return to Forum