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Lag issues

First BioWare Post First BioWare Post

smooraven's Avatar

12.30.2012 , 01:05 AM | #501
Quote: Originally Posted by DAXYL View Post
Hmmm still no reply from cs guess I shouldn't be surprised

You should try following the directions of the 6 or so CS posts throughout this thread

Quote: Originally Posted by Tirvaak View Post
Hi guys,

Thank you all for taking the time to post about the latency/lag issues you have experienced in the last few days. Some of you have already posted pathpings and tracerts, which is greatly appreciated but we require some more from those of you that haven't posted them, in order to get a better view on what is happening.

If you are unsure on how to do this you can find the details on how to perform the pathping and tracert here.

Please also include your location, ISP and server that you are encountering this issue on.

Thank you in advance.
The more people we get posting >useful< info the sooner we can expect a fix.

PoliteAssasin's Avatar

12.30.2012 , 01:20 AM | #502
Maybe you don't understand, the issue is not on our end, its on biowares end.
Manager of Basic Skills For A Better Society. We hand out <basic skill stim>s in PVP to those in need. A donation of 1000 credits can help maintain the basic skills of 10 players for a day. Thousands of Republic PVPers are in dire need of these stims. Head to your local Pub Fleet and donate now!

DAXYL's Avatar

12.30.2012 , 01:25 AM | #503
I haven't posted a path ping or tracer yes but have followed all the supposed fixes from cs I have even had my ISP monitoring my connection for a week and a tech come to the house and they can find no problem with the connection never mind all the other online services I use daily work fine , have even moved the comp to use a diff ISP tried diff servers but the prob remains

But yeah hey it's prob something on my end when it was running perfectly a week ago

DAXYL's Avatar

12.30.2012 , 04:35 AM | #504
ok here's the info

Location: Brisbane/Australia
Server: all
ISP: TPG(they cant find any probs)



can someone plz tell me what the problem is?

smooraven's Avatar

12.30.2012 , 05:38 AM | #505
Yes, this is most likely a problem that we as users can do very little to fix...

Think of the lag problem as a pothole in the road... calling up main roads and yelling down the phone "FIX YOUR ROADS!!" then hanging up doesn't help fix the problem in the slightest.... you need to tell them on which street the pothole is, that's kinda what the tracert and pathping does here, it allows CS to narrow down where the problem is, so they can contact the appropriate people to get it fixed.

I've managed to get a stable 200~ms by using the trial of battleping.
I'd like to give new tracert and pathping to offer a comparison, but I'm unsure of how to force it to use ssh tunnel, anyone know if/how I can do this?

PoliteAssasin's Avatar

12.30.2012 , 06:15 AM | #506
I tried a suggestion by someone who said to flush DNS or DSN or whatever, and either that fixed it, or the lower population tonight because I didn't have this problem. It's worth a try. I'm going to see if its still fixed in the morning. Hopefully it is.
Manager of Basic Skills For A Better Society. We hand out <basic skill stim>s in PVP to those in need. A donation of 1000 credits can help maintain the basic skills of 10 players for a day. Thousands of Republic PVPers are in dire need of these stims. Head to your local Pub Fleet and donate now!

tcgii's Avatar

12.30.2012 , 10:43 AM | #507
you can add me to the list and bioware its nots are isp its on i am on sadowlands server please reply to me if tthere has been a solution

Ultimate's Avatar

12.30.2012 , 10:45 AM | #508
Quote: Originally Posted by tcgii View Post
you can add me to the list and bioware its nots are isp its on i am on sadowlands server please reply to me if tthere has been a solution
I highly doubt B ware are gonna respond to just you, all of us have been waiting weeks for a solution rofl
"Shoot a nuke down a bug hole, you got a lot of dead bugs"

Its not a's an Ambush!

daernhalfelf's Avatar

12.30.2012 , 04:33 PM | #509
Some of you may have read my earlier posts on this subject. IF so you know that I was pretty adamant about what was going on and how frustrated I was becoming, especially as a subscriber.

Now I shall relate the next chapter of the tale. LOL.

After more tickets than I care to count, I did finally get a reply and response from the Customer Service Department of BIoware. The first thing they did was to apologize for being so long in getting to my issue. They did not give excuses, but simply apologized and then started to walk me through various steps to identify the problem.

They were apologetic about having me go through the initial steps one more time, however once that happened, one of the service reps actually contacted my in game and stayed on with me for nearly an hour. She ran different tests including a frame rate test, in order to try to identify the cause of my severe lag issue.

After 3 path ping checks we found what looks to be the problem. BTW, the reason for that post from customer service here is to help those with problems like mine. Not to give an excuse.

Now, I am still working to resolve the issue, however my particular problem with huge lags and lock outs, had NOTHING to do with my computer, or my router. That said , it had NOTHING to do with Bioware's servers either.

What seems to be causing the problem was in fact my ISP. My internet service provider. After working with Bioware, and doing the path ping test several times, we discovered that the server hub of my ISP was dropping between 78 and 80% of the packet. That is huge.

I contacted my ISP and after a little discussion managed to get one of their tech's on the phone with me. We ran another path ping and low and behold, the packet drop WAS on their end, In the first major server my path hops to.

{For those who were like me and did not know this, the signal goes from your computer to your router, to your local ISP server, to one of the ISP's main servers, and on to another Server, ect. This happens anywhere from 8 to 30 times before you get to the BIoware server depending on what style of internet you have and where you are located and which Bioware server your connecting to.}

In any event, after talking to my ISP agent and doing the path ping with them to verify, they agreed that they had a problem on their end.

This call was yesterday. Today my ISP provider checked the local lines and found a problem with them. This actually reduced my packet drop from 78% yo 49%. Helps but not enough. The ISP is also going to check the server at the location having the issue and if they cannot resolve that they are going to reroute my path to a less busy server.

I am telling all of this as I was probably one of the hardest on Bioware's customer service with my remarks and comments. If I am paying for something I expect to get what I pay for. Though I am sorry that it took them so long to get back to me and to help resolve the problem, I have to think that I am probably one of thousands they have to deal with. All this said, they did try to help and are in fact still working with me until the issue is resolved.

My suggestion to you all, is to follow their advice. Post your path ping or put that information in a ticket. A ticket would be more private. This can help them to see if the problem is not so much your computer but your service provider.

BTW. I am at 54 Mgps on my connection. Even with that speed, the packer loss killed the game.

The steps they had me do was to check if all drivers, video , gaming and sound were up to date.
Then remove all unnecessary start programs. BTW I had wanted to get rid of a few of those anyway lol.
Then the path ping test.
They had me redo the launcher diagnostic however I think that was just to verify that everything was in fact cool on my end.
As I stated. My problem was found in the path ping. any packet loss over 15-20% is a huge problem. More than one packet loss is detrimental.

This is how they had me do a path ping. I have a windows 7 64 bit system so it may be a bit different for you if you have a different system.

1. Go to search
2. Type 'cmd' right click on the icon and choose run as administrator
3. When the command window opens type in the following
Pathping save in a notepad file)
4.After this type in Tracert save in a notepad file)

If you do not want to post the files, put them in a ticket for the customer service to look over. I found updated tickets get the most attention lol.

OR you can look at the file and just copy the line where there is anything over 0% packet loss. Post that or send that via a ticket.

As frustrated as I was, I must say that the people who have been working with me from customer service have been very professional and gracious. I am a bit of a skeptic and do not take much at face value, however I honestly believe that those who are working with me are sincere in their desire and efforts to solve my issue.

I hope this helps some of you.



daernhalfelf's Avatar

12.30.2012 , 04:55 PM | #510
Just an addendum in regards to some of the posts about using other sites or working on other sites without a problem. I also was able to do this. Including working on some fairly high graphic sites. All this said, I found my problem on the ISP track. I did not accept the word of someone that they were fine and I was wrong. I made them check and did the check with them. I have been in business for over 35 years. I know the first thought in any customer service persons mind is, QUOTE: It is not a problem on our part. UNQUOTE.

This applies not only to Bioware, but to your ISP as well. I did not allow my ISP to get away with just a signal check, that showed I was in great shape. I made them go through the trace with me. As I said in my previous post.
Oh my. It is a problem on our end

The thing is this game uses massive graphics. It taxes many computers to their limits and even on high end systems like mine, it taxes the ISP connection to it's limit.

I work online now, and as stated, most of my work could be done just fine with that packet loss. However when using such high graphics and suck massive packets, that packet loss stopped the game.

IF your ISP is working perfectly, continue to post tickets and update them with as much information as you can.
Try doing a frame rate test, during play hit control + shift + F. This will open the frame rate monitor at the bottom left of your screen, It is very small and hard to see, but it is usually green and has numbers that should range from 25 to 45+ . This is another piece of information that may help Bioware help you.

IF we are all polite and try to work with them, I feel they will try to work with us. I know it is frustrating. BELIEVE ME.

I have very little patience. However when I am wrong I fully admit I am wrong. I feel Bioware is trying. At least that is the experience I have now. I wish they could be faster to respond, but as I said earlier, there are only a few of them and thousands of us.

I was as quick to blame as anyone. And now I find I am eating crow as the problem as not theirs or mine, but my ISP's Give them what information you can. If possible give them your email in a ticker.

Do NOT post it here as you will most likely get tons of people sending you emails that you don't want. lol.

While I am not defending them outright, I now can understand them a bit better and am willing to work with them as they are working with me.

I hate eating crow. It is so nasty. But humble pie is better than sour grapes. LOL>

I was wrong at least in regards to my lag issues and thus I say I was wrong.

My suggestion. We do our best to help the CS department to help us.

Thanks for reading my post.