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Information Request: Network Latency Issues

STAR WARS: The Old Republic > English > Customer Service
Information Request: Network Latency Issues
First BioWare Post First BioWare Post

JamesBaldwin's Avatar


JamesBaldwin
01.25.2012 , 06:44 PM | #1 Click here to go to the next staff post in this thread. Next  
My name is James Baldwin, and I am a network engineer here at BioWare. We are continuing to look into reports regarding ongoing latency and lag issues within the game. While not all in-game lag issues are caused by network latency, we have experienced several network events in the past weeks which have negatively impacted play experience for some. We are continuing to work with our vendors to investigate ongoing issues as well as identifying end user ISPs who may be experiencing high latency or packet loss.

To help us more quickly identify these issues I am beginning this thread to better organize our network latency investigation.

If you believe you are experiencing issues due to network latency, please provide the following in this thread:
  • Time of day you feel latency is worst (if it is restricted to a particular time of day, please include your timezone)
  • Your traceroute output at the time you are experiencing the issue using the 'code' tag (see below for details)
  • Your traceroute output when you are not experiencing the issue as a comparison
To help us get maximum benefit from this thread to help you, please avoid other comments that are not reports on this issue. Thanks.

If you have output from another tool, e.g. winmtr, feel free to include this after you have included output from Microsoft's tracert.

Getting your traceroute output

You can access traceroute through a Command Prompt. Click the Start Menu and type "cmd" or "command". When the shell opens and you are presented a prompt, type one of the following:

If you play on an East Coast server: tracert 159.153.92.28
If you play on a West Coast server: tracert 159.153.68.252
If you play on a European server: tracert 159.153.72.252

When providing the traceroute output, if you are worried about providing information regarding your public IP address, remove any lines up to and include your public IP by replacing them with ***.

Please note: if you are experiencing less than 70ms of network latency and 0% packet loss, you are most likely not experiencing network-induced lag in the game.

Here's what we're looking for as an example:

Time of day: 9PM-10PM Pacific

Code:
Tracing route to 159.153.92.28 over a maximum of 30 hops

  1     1 ms     1 ms     1 ms  ***
  2     1 ms     1 ms     1 ms  aus-brdr-01.twtelecom.net [207.114.255.13]
  3    68 ms    39 ms    40 ms  ash1-pr1-xe-0-3-0-0.us.twtelecom.net [66.192.240.218]
  4    42 ms    42 ms    42 ms  64.125.199.186.t00673-01.above.net [64.125.199.186]
  5    42 ms    43 ms    42 ms  159.153.92.28

Trace complete.
Thank you in advance for your help!

murkin's Avatar


murkin
01.26.2012 , 12:26 PM | #2
Timezone: Central Standard Time
Current time of test: 12: 52pm
Experience various lag times: Between 5:30pm to 9

1 1 ms <1 ms <1 ms homeportal [***]
2 23 ms 21 ms 21 ms 99-46-194-2.lightspeed.okcbok.sbcglobal.net [99.
46.194.2]
3 * * * Request timed out.
4 21 ms 20 ms 20 ms 12.83.42.9
5 79 ms 49 ms 34 ms 12.122.212.9
6 28 ms 27 ms 27 ms 192.205.37.126
7 27 ms 27 ms 27 ms 0.ae1.XL3.DFW7.ALTER.NET [152.63.96.46]
8 72 ms 71 ms 71 ms 0.ge-3-0-0.XT1.SCL2.ALTER.NET [152.63.49.109]
9 72 ms 72 ms 72 ms 0.TenGigE0.6.2.0.ALTER.NET [152.63.56.38]
10 73 ms 72 ms 72 ms vantagedatacenters-gw.customer.alter.net [152.17
9.99.218]
11 72 ms 72 ms 72 ms 159.153.68.42
12 72 ms 71 ms 72 ms 159.153.68.252

Trace complete.

Second Test

1 <1 ms <1 ms <1 ms homeportal [***]
2 21 ms 21 ms 20 ms 99-46-194-2.lightspeed.okcbok.sbcglobal.net [99.
46.194.2]
3 * * 20 ms 71.147.64.4
4 21 ms 20 ms 20 ms 12.83.42.9
5 26 ms 27 ms 27 ms 12.122.212.9
6 27 ms 27 ms 27 ms 192.205.37.126
7 55 ms 90 ms 27 ms 0.ae1.XL3.DFW7.ALTER.NET [152.63.96.46]
8 71 ms 71 ms 71 ms 0.ge-3-0-0.XT1.SCL2.ALTER.NET [152.63.49.109]
9 72 ms 72 ms 71 ms 0.TenGigE0.6.2.0.ALTER.NET [152.63.56.38]
10 72 ms 72 ms 72 ms vantagedatacenters-gw.customer.alter.net [152.17
9.99.218]
11 72 ms 72 ms 72 ms 159.153.68.42
12 72 ms 71 ms 72 ms 159.153.68.252

Trace complete.

Third Test

1 1 ms <1 ms <1 ms homeportal [***]
2 22 ms 22 ms 21 ms 99-46-194-2.lightspeed.okcbok.sbcglobal.net [99.
46.194.2]
3 * * * Request timed out.
4 21 ms 20 ms 20 ms 12.83.42.9
5 107 ms 48 ms 98 ms 12.122.212.9
6 27 ms 27 ms 27 ms 192.205.37.126
7 27 ms 27 ms 27 ms 0.ae1.XL3.DFW7.ALTER.NET [152.63.96.46]
8 72 ms 72 ms 72 ms 0.ge-3-0-0.XT1.SCL2.ALTER.NET [152.63.49.109]
9 72 ms 72 ms 72 ms 0.TenGigE0.6.2.0.ALTER.NET [152.63.56.38]
10 72 ms 71 ms 76 ms vantagedatacenters-gw.customer.alter.net [152.17
9.99.218]
11 72 ms 73 ms 74 ms 159.153.68.42
12 72 ms 72 ms 71 ms 159.153.68.252

Trace complete.

truedark's Avatar


truedark
01.26.2012 , 12:32 PM | #3
Tracing route to 159.153.92.28 over a maximum of 30 hops

1 1 ms <1 ms 1 ms 10.0.0.1
2 26 ms 23 ms 25 ms 10.1.48.1
3 27 ms 24 ms 23 ms P0-3-1-1.WASHDC-LCR-22.verizon-gni.net [130.81.1
93.30]
4 23 ms 23 ms 23 ms so-14-0-0-0.RES-BB-RTR2.verizon-gni.net [130.81.
22.56]
5 25 ms 27 ms 23 ms 0.so-2-0-1.XL4.IAD8.ALTER.NET [152.63.32.161]
6 23 ms 26 ms 25 ms 0.xe-11-3-0.GW10.IAD8.ALTER.NET [152.63.35.237]

7 26 ms 26 ms 26 ms dft-gw.customer.alter.net [152.179.50.154]
8 25 ms 25 ms 37 ms 159.153.92.69
9 26 ms 27 ms 31 ms 159.153.92.28

Trace complete.

TIME OF DAY: Typically around 5 PM to 12 PM. Usually happens in groups which might indicate heavy traffic as being responsible.

I'll try another one if and when I disconnect, I'm also running Wireshark so I'll see if I can find anything odd around disconnects.
CE VIP

hysterion's Avatar


hysterion
01.26.2012 , 12:41 PM | #4
Timezone: GMT
Current time of test: 18.39 pm
Experience various lag times: Between 20.00 pm to 22.30pm or 11.00pm



Tracing route to 159.153.72.252 over a maximum of 30 hops

1 1 ms 1 ms 1 ms ******* [*********]
2 7 ms 7 ms 8 ms 10.12.0.1
3 8 ms 7 ms 20 ms vl01-ar05.netmadeira.net [213.190.196.65]
4 7 ms 7 ms 7 ms po01-cr01.netmadeira.net [213.190.192.117]
5 7 ms 9 ms 8 ms po2-cr02.netmadeira.net [213.190.192.126]
6 9 ms 6 ms 7 ms po05-br03.netmadeira.net [213.190.192.105]
7 9 ms 7 ms 7 ms 213.190.195.29
8 32 ms 30 ms 31 ms a212-113-160-189.netcabo.pt [212.113.160.189]
9 31 ms 33 ms 32 ms 10.255.48.82
10 33 ms 33 ms 34 ms ix-0-3-1-0.tcore2.PV9-Lisbon.as6453.net [195.219
.214.49]
11 59 ms 63 ms 57 ms if-2-2.tcore1.PV9-Lisbon.as6453.net [80.231.158.
5]
12 58 ms 59 ms 60 ms if-3-2.tcore1.SV8-Highbridge.as6453.net [80.231.
158.10]
13 58 ms 63 ms 58 ms if-18-2.tcore2.L78-London.as6453.net [80.231.138
.10]
14 64 ms 69 ms 73 ms Vlan756.icore2.LDN-London.as6453.net [80.231.131
.26]
15 59 ms 58 ms 59 ms Vlan523.icore2.LDN-London.as6453.net [195.219.83
.26]
16 73 ms 82 ms 72 ms xe-0-0-0-xcr1.duc.cw.net [195.2.21.242]
17 81 ms 79 ms 78 ms bioware-gw2.duc.cw.net [195.2.27.90]
18 80 ms 81 ms 87 ms 159.153.72.252

Trace complete.

LogicSyphon's Avatar


LogicSyphon
01.26.2012 , 01:52 PM | #5
Timezone: Central Standard Time
Current time of test: 1:30pm

1 6 ms 5 ms 5 ms ***
2 6 ms 6 ms 12 ms dtr01olvemo-tge-0-3-0-7.olve.mo.charter.com [96.34.52.40]
3 9 ms 11 ms 11 ms bbr01olvemo-tge-0-0-0-9.olve.mo.charter.com [96.34.2.86]
4 44 ms 38 ms 39 ms 207.88.185.81.ptr.us.xo.net [207.88.185.81]
5 39 ms 39 ms 39 ms 65.106.4.233.ptr.us.xo.net [65.106.4.233]
6 93 ms 94 ms 87 ms 206.11.5.30.ptr.us.xo.net [206.111.5.30]
7 106 ms 142 ms 95 ms xe-1-1-0.cr1.dfw2.us.above.net [64.125.26.209]
8 125 ms 104 ms 97 ms xe-1-2-0.cr1.iah1.us.above.net [64.125.26.130]
9 159 ms 156 ms 153 ms xe-2-1-0.cr1.dca2.us.above.net [64.125.25.113]
10 179 ms 181 ms 171 ms xe-0-3-1.er1.iad10.us.above.net [64.125.29.6]
11 176 ms 171 ms 174 ms 64.125.199.186.t00673-01.above.net [64.125.199.186]
12 185 ms 165 ms 181 ms 159.153.92.28

Trace Complete

I'll post another during peek hours and see how it changes. Hope it helps.

MrElyas's Avatar


MrElyas
01.26.2012 , 02:41 PM | #6
21pm CET. This is how it look like since the patch.

Spårar route till 159.153.72.252 över ett maximalt antal av 30 hopp

1 1 ms 1 ms 1 ms 3GN.mydomain.local [192.168.0.1]
2 * 2595 ms 39 ms 10.66.46.2
3 135 ms 111 ms 2448 ms 10.66.38.42
4 813 ms 48 ms 90 ms 10.66.54.145
5 41 ms 39 ms 40 ms sejar0001-rc2.ip-only.net [213.132.96.193]
6 37 ms 39 ms 56 ms s-b3-link.telia.net [213.248.96.145]
7 46 ms 55 ms 39 ms s-bb1-link.telia.net [80.91.248.206]
8 57 ms 74 ms 127 ms hbg-bb1-link.telia.net [80.91.245.49]
9 1416 ms 78 ms 81 ms ldn-bb1-link.telia.net [80.239.147.181]
10 78 ms 87 ms 99 ms dln-b3-link.telia.net [80.91.249.134]
11 2538 ms 100 ms 87 ms bioware-ic-147166-dln-b3.c.telia.net [80.239.192
.78]
12 * 346 ms 86 ms 159.153.72.53
13 3125 ms 107 ms 98 ms 159.153.72.252

Spårning utförd.

Hurz_K's Avatar


Hurz_K
01.26.2012 , 02:44 PM | #7
21:43 (CET) running mostly fine, just slight hickups every now and then.

Routenverfolgung zu 159.153.72.252 über maximal 30 Abschnitte

1 * * * Zeitüberschreitung der Anforderung.
2 12 ms 27 ms 12 ms 84.116.4.33
3 10 ms 9 ms 12 ms at-vie15a-rd1-vl-2043.aorta.net [84.116.228.129]
4 12 ms 11 ms 21 ms at-vie-p-sr15a.aorta.net [213.46.173.206]
5 31 ms 12 ms 14 ms 213.46.176.118
6 29 ms 16 ms 24 ms prag-bb1-link.telia.net [80.91.246.50]
7 31 ms 30 ms 38 ms hbg-bb1-link.telia.net [213.155.133.48]
8 66 ms 40 ms 63 ms ldn-bb1-link.telia.net [80.91.254.217]
9 49 ms 50 ms 76 ms dln-b3-link.telia.net [80.91.249.134]
10 59 ms 84 ms 54 ms bioware-ic-147167-dln-b3.c.telia.net [80.239.192.82]
11 86 ms 83 ms 113 ms 159.153.72.252

Scotland's Avatar


Scotland
01.26.2012 , 03:29 PM | #8
Timezone GMT

Current Time: 21:30

Experience lag between 18:00-04:00 GMT

Tracing route to 159.153.68.252 over a maximum of 30 hops

1 80 ms 99 ms 99 ms ***
2 25 ms 23 ms 24 ms host-92-2-16-1.as43234.net [92.2.16.1]
3 35 ms 35 ms 35 ms host-92-31-247-83.as13285.net [92.31.247.83]
4 34 ms 35 ms 35 ms host-92-31-247-82.as13285.net [92.31.247.82]
5 37 ms 44 ms 35 ms xe-10-3-0-scr001.log.as13285.net [78.144.2.135]
6 39 ms 38 ms 38 ms Opal-ge-2.2.0.mpr1.lhr2.above.net [213.161.78.209]
7 111 ms 112 ms 110 ms so-0-1-0.mpr1.dca2.us.above.net [64.125.27.57]
8 111 ms 111 ms 110 ms xe-1-3-0.cr1.dca2.us.above.net [64.125.29.21]
9 138 ms 138 ms 137 ms xe-0-2-0.cr1.iah1.us.above.net [64.125.25.114]
10 191 ms 187 ms 186 ms xe-1-3-0.cr1.lax112.us.above.net [64.125.26.122]
11 218 ms 178 ms 177 ms xe-0-2-0.cr1.sjc2.us.above.net [64.125.26.26]
12 179 ms 178 ms 219 ms 64.125.28.17.available.above.net [64.125.28.17]
13 178 ms 178 ms 177 ms 209.66.92.106.t00673-04.above.net [209.66.92.106]
14 178 ms 179 ms 179 ms 159.153.68.252

Trace complete.

BoneEater's Avatar


BoneEater
01.26.2012 , 05:22 PM | #9
Tried to log in via the launcher, even that wasn't possible anymore. Regardless of that I tried to get something, because I thought it might be connected to the same issue. Here's what I got:

Current Time: 11:54 PM (CET)

Code:
Routenverfolgung zu 159.153.72.252 über maximal 30 Abschnitte

  1     *        *        *     Zeitüberschreitung der Anforderung.
  2     *        *        *     Zeitüberschreitung der Anforderung.
  3     *        *        *     Zeitüberschreitung der Anforderung.
  4     *        *        *     Zeitüberschreitung der Anforderung.
  5     *        *        *     Zeitüberschreitung der Anforderung.
  6     *        *        *     Zeitüberschreitung der Anforderung.
  7     *        *        *     Zeitüberschreitung der Anforderung.
  8     *        *        *     Zeitüberschreitung der Anforderung.
  9     *        *     User-PC [**********]  meldet: Zielhost nicht erreichbar.
Yeah, pretty damn weird, dunno if that is even helping or if it was just some random launcher problem, but I had to do exactly the same thing as if the game kicked me out due to the insane latency spikes. I had to reconnect my internet connection even though it showed me I was connected perfectly fine. Don't ask me why.

Here's my traceroute output when having no issues:

Code:
Routenverfolgung zu 159.153.72.252 über maximal 30 Abschnitte

  1    15 ms     7 ms     4 ms  *********
  2     *        *        *     Zeitüberschreitung der Anforderung.
  3    22 ms     *       13 ms  172.30.17.61
  4    14 ms    14 ms     *     HSI-KBW-078-042-040-045.hsi3.kabel-badenwuerttem
berg.de [78.42.40.45]
  5    40 ms    31 ms    19 ms  ae2.FRA-M2.ip-bb.kabel-badenwuerttemberg.de [78.
42.40.13]
  6    18 ms    21 ms    65 ms  decix.xcr1.fix.cw.net [80.81.192.33]
  7     *        *       46 ms  xe-1-2-1-xcr1.amd.cw.net [195.2.28.89]
  8    78 ms    50 ms    49 ms  xe-4-0-0-xcr1.lsw.cw.net [195.2.25.201]
  9    32 ms    33 ms    32 ms  xe-0-1-0-xcr1.lnd.cw.net [195.2.4.194]
 10    45 ms    46 ms    49 ms  xe-0-0-0-xcr1.duc.cw.net [195.2.21.242]
 11    52 ms    46 ms    46 ms  bioware-gw2.duc.cw.net [195.2.27.90]
 12    59 ms    51 ms    45 ms  159.153.72.252
Don't know if that helpes at all, I wish I could get a traceroute output while I'm experiencing the issue but I find that rather impossible, because the latency spikes are totally random.
I'll still try to get it though, but it feels like gambling to me
. Never forget

"Use the force Harry." -Gandalf

NCPest's Avatar


NCPest
01.26.2012 , 05:46 PM | #10
Greetings James

note IP address 75.110.87.183 (destination unreachable). this is the exact moment i got disconnected.


Reply from 159.153.92.28: bytes=32 time=33ms TTL=245
Reply from 159.153.92.28: bytes=32 time=35ms TTL=245
Request timed out.
Request timed out.
Reply from 159.153.92.28: bytes=32 time=33ms TTL=245
Reply from 159.153.92.28: bytes=32 time=34ms TTL=245
Reply from 159.153.92.28: bytes=32 time=34ms TTL=245
Request timed out.
Request timed out.
Reply from 159.153.92.28: bytes=32 time=34ms TTL=245
Reply from 159.153.92.28: bytes=32 time=43ms TTL=245
Reply from 159.153.92.28: bytes=32 time=34ms TTL=245
Reply from 159.153.92.28: bytes=32 time=35ms TTL=245
Request timed out.
Request timed out.
Reply from 75.110.87.183: Destination host unreachable.
Reply from 75.110.87.183: Destination host unreachable.

Request timed out.
Request timed out.
Reply from 159.153.92.28: bytes=32 time=34ms TTL=245
Reply from 159.153.92.28: bytes=32 time=34ms TTL=245
Reply from 159.153.92.28: bytes=32 time=35ms TTL=245
Reply from 159.153.92.28: bytes=32 time=35ms TTL=245


Ping statistics for 159.153.92.28:
Packets: Sent = 831, Received = 783, Lost = 48
Approximate round trip times in milli-seconds:
Minimum = 32ms, Maximum = 102ms, Average = 34ms




Tracing route to 159.153.92.28 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms ***.***.1.1
2 7 ms 8 ms 7 ms 10.232.64.1
3 7 ms 7 ms 8 ms 173-219-253-20-link.sta.suddenlink.net [173.219.253.20]
4 11 ms 9 ms 8 ms 173-219-253-253-link.sta.suddenlink.net [173.219.253.253]
5 17 ms 17 ms 16 ms 173-219-253-234-link.sta.suddenlink.net [173.219.253.234]
6 34 ms 34 ms 34 ms 173-219-252-253-link.sta.suddenlink.net [173.219.252.253]
7 37 ms 34 ms 44 ms 173-219-252-96-link.sta.suddenlink.net [173.219.252.96]
8 34 ms 33 ms 34 ms xe-3-3-0.er1.iad10.us.above.net [64.124.200.193]
9 33 ms 34 ms 38 ms 64.125.199.186.t00673-01.above.net [64.125.199.186]
10 35 ms 35 ms 32 ms 159.153.92.28

Trace complete.

6PM-7PM EST (-5 GMT)