As such, we have removed the prior two threads from our sticky list and created this one with the hope that we will have a more efficient looking glass into complaints of excessive in-game latency. Interestingly enough, many people reporting problems actually had issues on their home computers or networks that could be resolved by standard troubleshooting and were unaware that the issue wasn't with their route or ISP, but with their own equipment and configuration.
Please follow all the steps outlined below prior to posting your information in this thread. This is very important. We do not want anyone to be posting here when they have an easily rectified situation, as this thread is not for troubleshooting... it is for information gathering purposes. It would be unfortunate to have an issue that could be fixed go overlooked. Tests run on a wireless LAN are automatically invalidated.
1) Bypass any wireless connections (Wireless LAN/WiFi/3G, etc.)
2) Contact your ISP to have them test your connection for stability and to check for any outstanding issues
3) Follow all the steps outlined here (please complete all steps fully): http://us.blizzard.com/support/article.xml?locale=en_US&articleId=21018
While there are many different causes of high ping times (high latency/lag) in-game, almost all of them are unable to be resolved by Blizzard, as the root causes almost always are external to our network. If the pathping/traceroute you run shows high latency or packet loss, the issue most likely lies on your home network, with your ISP, or the peers they lease backbone access through. At times, we can contact our provider to see if they can assist with issues like these, but normally those types of problems are best handled by your ISP's Network Operations Center. We would still like to know about them, if possible.
If you have performed all the troubleshooting listed above and are still experiencing issues, please post the information requested below in this thread. We can attempt to use these reports to isolate and verify specific issues.
To assist us in helping you or addressing your concerns, please quote the area between the lines below and fill them out fully in your reply. Approximate IPs (close enough for our purposes) for your realm can be found here: http://www.wowpedia.org/US_realm_list_by_datacenter
2) Location (State/Province):
3) Modem make and model:
4) Router make and model:
5) Approximate date issue was first noted:
6) Approximate time of day latency occurs:
7) Any special factors for consideration:
8) Detailed description of issue:
9) Results of pathping to your realm server:
Here are the steps to run the Pathping command (Windows XP):
1) Click Start and then Run
2) Type "cmd" and press Enter
3) In the Command window (DOS prompt), type 'pathping xxx.xxx.xxx.xxx > C:\pathping.txt' (without the quotes where xxx.xxx.xxx.xxx is the IP to your realm) and press the Enter key.
Steps to run the Pathping command (Windows Vista/7)
1) Click Start and in the "Start Search" field type "cmd"
2) Right click on the CMD icon and select Run as - Administrator to start the Command window
3) In the Command window, type 'pathping xxx.xxx.xxx.xxx > C:\pathping.txt' (without the quotes where xxx.xxx.xxx.xxx is the IP to your realm) and press the Enter key.
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