Guild Wars 2

I’m having a broadband internet connection, the best one available in my country with a download of 150MB and upload of 30Mb.

Ingame latency is 15ms average, and 30ms in WvW even.

I get a game kick every 3x / houre minimum. I contacted GW2 IT and they blame my internet provider due to “package loss”.

I get package loss when entering my game IP into pingplotter (/IP) and there is package loss being shown.

However; EVERY other test online as www.pingtest.net, freeola.com/line-test, and others show no package loss.

Thus is it correct to assume it’s the guild wars 2 server creating the package loss and getting me kicked all the time since they’re not recieving enough feedback in certain moments?

Is there a way to configure this so I don’t get a kitten kick all the time? This has been going on for the past 4 to 6 months, I’ve been playing GW2 since the beginning and NEVER, NEVER!!! had this problem before with the game. What changed???

Log into the game and issue the command /ip
take the IP address (Format = xxx.xxx.xxx.xxx) and type it out in a command prompt as follows

tracert xxx.xxx.xxx.xxx

copy/paste the results here and we can tell you where the packet loss is occuring. As well as who to contact to get the issue resolved.

Does this kick come with a popup window calling out an error code starting with 7.11?

Tracing route to 206-127-159-154.ncsoft.com [206.127.159.154]
over a maximum of 30 hops:

1 3 ms 3 ms 4 ms 192.168.0.1
2 22 ms 18 ms 15 ms 78-22-192-1.access.telenet.be [78.22.192.1]
3 14 ms 15 ms 13 ms dD5E0CEA1.access.telenet.be [213.224.206.161]
4 20 ms 14 ms 17 ms dD5E0FA66.access.telenet.be [213.224.250.102]
5 16 ms 24 ms 12 ms brx-b1-link.telia.net [62.115.14.81]
6 31 ms 27 ms 25 ms prs-bb2-link.telia.net [62.115.112.140]
7 37 ms 46 ms 32 ms ffm-bb2-link.telia.net [62.115.143.80]
8 33 ms 34 ms 35 ms ffm-b11-link.telia.net [62.115.138.7]
9 31 ms 30 ms 37 ms ncsoft-ic-306349-ffm-b11.c.telia.net [62.115.43.
74]
10 33 ms 30 ms 32 ms 206-127-157-86.ncsoft.com [206.127.157.86]
11 33 ms 37 ms 33 ms 206-127-157-102.ncsoft.com [206.127.157.102]
12 29 ms 29 ms 35 ms 206-127-159-154.ncsoft.com [206.127.159.154]

Trace complete.

/// I’ll check for the error code next time it pops up should be soon

The proper term is Packet Loss not Package Loss.

Also, 150mbs down and 30mbs could be what the ISP says they are providing you but that does not mean that is what you will get. Run a speed test using your isp’s website or just google “Speed Test”. I’d be willing to bet money you aren’t getting higher than 5mbs.

Also, packet loss can be caused by a number of reasons but most commonly it would be network congestion. It can also be brought on by faulty hardware, (IE) your router/modem.

so where do i start searching for packet loss

The tracert is a good place. It shows you every hop your connection takes between your computer and the destination IP address. This is why you want to trace to the game server. Any hop that times out is where you have issues. Now one thing to note is that the first hop after your router will typically be the node and a lot of cable internet providers have the nodes set up not to be pinged so you may see that timed out, but yours apparently doesn’t do that.

The issue isn’t always just your ISP or the server you’re trying to access. As you can see, your connection between yourself and the game servers go through several points before you get to NC Soft’s servers. This is typical as ISP’s don’t connect directly to the vast majority of web servers, they go through what’s called Tier 1 providers. It could be that there is a router along the backbone you go through between yourself and Anet that gets busy at certain times or is just failing.

Drendir.9102:

so where do i start searching for packet loss

Do that trace when you are having the issue. Currently your trace is clear and working correctly.

i’m assuming a * instead of a #ms is a package loss?

I’ve done a trace when I logg on, one just before I got kicked, one just after I got kicked.

Tracing route to 206-127-159-199.ncsoft.com [206.127.159.199]
over a maximum of 30 hops:

1 13 ms 3 ms 4 ms 192.168.0.1
2 108 ms 106 ms 102 ms 78-22-192-1.access.telenet.be [78.22.192.1]
3 21 ms 31 ms 16 ms dD5E0CAA1.access.telenet.be [213.224.202.161]
4 48 ms 24 ms 16 ms dD5E0FA66.access.telenet.be [213.224.250.102]
5 42 ms 25 ms 21 ms brx-b1-link.telia.net [62.115.14.81]
6 111 ms 57 ms 40 ms prs-bb2-link.telia.net [213.155.136.222]
7 56 ms 35 ms 46 ms ffm-bb2-link.telia.net [80.91.246.184]
8 45 ms 36 ms 58 ms ffm-b11-link.telia.net [62.115.137.165]
9 45 ms 60 ms 65 ms ncsoft-ic-306349-ffm-b11.c.telia.net [62.115.43.
74]
10 62 ms 60 ms 74 ms 206-127-157-86.ncsoft.com [206.127.157.86]
11 64 ms 54 ms 56 ms 206-127-157-102.ncsoft.com [206.127.157.102]
12 100 ms 68 ms 52 ms 206-127-159-199.ncsoft.com [206.127.159.199]

Trace complete.

1 6 ms 12 ms 12 ms 192.168.0.1
2 133 ms 82 ms 75 ms 78-22-192-1.access.telenet.be [78.22.192.1]
3 115 ms 159 ms 132 ms dD5E0CAA1.access.telenet.be [213.224.202.161]
4 145 ms 169 ms 128 ms dD5E0FA66.access.telenet.be [213.224.250.102]
5 125 ms 110 ms 112 ms brx-b1-link.telia.net [62.115.14.81]
6 136 ms 177 ms 126 ms prs-bb2-link.telia.net [213.155.136.222]
7 219 ms 202 ms 147 ms ffm-bb2-link.telia.net [80.91.246.180]
8 154 ms 143 ms 107 ms ffm-b11-link.telia.net [62.115.137.167]
9 140 ms 128 ms 160 ms ncsoft-ic-306349-ffm-b11.c.telia.net [62.115.43.
74]
10 124 ms 131 ms 123 ms 206-127-157-86.ncsoft.com [206.127.157.86]
11 146 ms 112 ms 120 ms 206-127-157-102.ncsoft.com [206.127.157.102]
12 148 ms 153 ms 144 ms 206-127-159-199.ncsoft.com [206.127.159.199]

Trace complete.

1 10 ms 11 ms 7 ms 192.168.0.1
2 108 ms 53 ms 33 ms 78-22-192-1.access.telenet.be [78.22.192.1]
3 127 ms 77 ms 93 ms dD5E0CAA1.access.telenet.be [213.224.202.161]
4 126 ms 110 ms 122 ms dD5E0FA66.access.telenet.be [213.224.250.102]
5 119 ms 131 ms 110 ms brx-b1-link.telia.net [62.115.14.81]
6 132 ms 155 ms * prs-bb2-link.telia.net [213.155.136.222]
7 153 ms 145 ms 148 ms ffm-bb2-link.telia.net [80.91.246.182]
8 134 ms 123 ms 120 ms ffm-b11-link.telia.net [62.115.138.15]
9 146 ms 129 ms 171 ms ncsoft-ic-306349-ffm-b11.c.telia.net [62.115.43.
74]
10 158 ms 157 ms 129 ms 206-127-157-86.ncsoft.com [206.127.157.86]
11 160 ms 149 ms 136 ms 206-127-157-102.ncsoft.com [206.127.157.102]
12 145 ms 145 ms 154 ms 206-127-159-199.ncsoft.com [206.127.159.199]

Trace complete.

C:\Users\Ethan Janssens>tracert 206.127.159.199

Tracing route to 206-127-159-199.ncsoft.com [206.127.159.199]
over a maximum of 30 hops:

1 10 ms 12 ms 9 ms 192.168.0.1
2 35 ms 28 ms 40 ms 78-22-192-1.access.telenet.be [78.22.192.1]
3 18 ms 18 ms 26 ms dD5E0CAA1.access.telenet.be [213.224.202.161]
4 63 ms 43 ms 25 ms dD5E0FA66.access.telenet.be [213.224.250.102]
5 59 ms 33 ms 41 ms brx-b1-link.telia.net [62.115.14.81]
6 108 ms 41 ms 50 ms prs-bb2-link.telia.net [213.155.136.222]
7 102 ms 56 ms 59 ms ffm-bb2-link.telia.net [62.115.139.57]
8 55 ms 46 ms 49 ms ffm-b11-link.telia.net [62.115.137.177]
9 41 ms 38 ms 44 ms ncsoft-ic-306349-ffm-b11.c.telia.net [62.115.43.
74]
10 96 ms 84 ms 65 ms 206-127-157-86.ncsoft.com [206.127.157.86]
11 86 ms 87 ms 84 ms 206-127-157-102.ncsoft.com [206.127.157.102]
12 52 ms 58 ms 73 ms 206-127-159-199.ncsoft.com [206.127.159.199]

Trace complete.

What do you make of this?

btw error code:

code=42:1000:7006:1216:101

“game client is unable to gain access to the log-in server at this time.”

Hidori.3472:

sirsquishy.8531:

Log into the game and issue the command /ip
take the IP address (Format = xxx.xxx.xxx.xxx) and type it out in a command prompt as follows

tracert xxx.xxx.xxx.xxx

copy/paste the results here and we can tell you where the packet loss is occuring. As well as who to contact to get the issue resolved.

the GW2 client is connected to more than just one server. (netstat -b or Resource Monitor)

you’ll have to monitor them all and also few foreign ones (like google.com) in order to sort out who’s fault it may be.

Nope, thats not entirely correct. You only need the current server IP you are connected to. via the /ip command.

Drendir.9102:

btw error code:

code=42:1000:7006:1216:101

“game client is unable to gain access to the log-in server at this time.”

Call your ISP you are having issues with the upstream device outside of your house/apartment

133 ms 82 ms 75 ms 78-22-192-1.access.telenet.be [78.22.192.1]

So just got done doing TT. Ping fine no issues all night and I’m standing here doing not a kitten thing now, I notice my ping hiking. Anyone mind helping me out figuring out the issue? 200 ping and climbing…370 within 2 minutes. Ignore “infocleared” I replaced personal details.

Tracing route to cpe-65-25-33-40.neo.res.rr.com [65.25.33.40]
over a maximum of 30 hops:

1 <1 ms <1 ms 1 ms 192.168.1.1
2 19 ms 9 ms 9 ms 96.120.25.233
3 10 ms 26 ms 11 ms Te0-4-0-5-sur03.infocleared.comcast.net [16
2.151.35.177]
4 23 ms 19 ms 22 ms te-1-7-0-12-ar01.area4.il.chicago.comcast.net [6
8.86.189.189]
5 23 ms 23 ms 22 ms be-33491-cr01.350ecermak.il.ibone.comcast.net [6
8.86.91.165]
6 19 ms 21 ms 19 ms c-eth-0-3-0-pe05.350ecermak.il.ibone.comcast.net
[68.86.86.38]
7 20 ms 19 ms 39 ms as7843.350ecermak.il.ibone.comcast.net [75.149.2
30.70]
8 22 ms 26 ms 23 ms bu-ether29.chcgildt87w-bcr00.tkittenr.com [107.1
4.17.195]
9 23 ms 22 ms 24 ms bu-ether11.chctilwc00w-bcr00.tkittenr.com [66.10
9.6.21]
10 36 ms 34 ms 33 ms ae14.tr00.clmkohpe.mwrtn.rr.com [107.14.19.17]
11 345 ms 58 ms 61 ms gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62
]
12 933 ms 45 ms 42 ms gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62
]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62] report
s: Destination host unreachable.

Trace complete.

sirsquishy.8531 where do you read in the ping that the problem is with the outside internet box? I’m going to call the ISP about this but I need to “explain” a bit where this info is coming from. Can’t just say it’s a person online who can read ping

What info are you reading in between the lines here that we cannot?

regards (thanks for the help so far)

Drendir.9102:

sirsquishy.8531 where do you read in the ping that the problem is with the outside internet box? I’m going to call the ISP about this but I need to “explain” a bit where this info is coming from. Can’t just say it’s a person online who can read ping

What info are you reading in between the lines here that we cannot?

regards (thanks for the help so far)

First off when you talk to your ISP include the Tracert exports to them so they can physically see what you are seeing. With out that they normally won’t do anything.

This is taking from your post with the 3 Traces;

1 13 ms 3 ms 4 ms 192.168.0.1
2 108 ms 106 ms 102 ms 78-22-192-1.access.telenet.be [78.22.192.1]
3 21 ms 31 ms 16 ms dD5E0CAA1.access.telenet.be [213.224.202.161]
4 48 ms 24 ms 16 ms dD5E0FA66.access.telenet.be [213.224.250.102]
5 42 ms 25 ms 21 ms brx-b1-link.telia.net [62.115.14.81]
6 111 ms 57 ms 40 ms prs-bb2-link.telia.net [213.155.136.222]
7 56 ms 35 ms 46 ms ffm-bb2-link.telia.net [80.91.246.184]
8 45 ms 36 ms 58 ms ffm-b11-link.telia.net [62.115.137.165]
9 45 ms 60 ms 65 ms ncsoft-ic-306349-ffm-b11.c.telia.net [62.115.43.
74]
10 62 ms 60 ms 74 ms 206-127-157-86.ncsoft.com [206.127.157.86]
11 64 ms 54 ms 56 ms 206-127-157-102.ncsoft.com [206.127.157.102]
12 100 ms 68 ms 52 ms 206-127-159-199.ncsoft.com [206.127.159.199]

Your Modem/Router is on 192.168.0.1, that IP is directly connected to your PC’s at home. The IP 78.22.192.1 is the NODE outside your house that is connected to the WAN side of your Modem. That is where the issue starts with your traces. The interesting thing is that in the 3 Traces you included they are not the same in response time.

2 108 ms 106 ms 102 ms 78-22-192-1.access.telenet.be [78.22.192.1]
2 133 ms 82 ms 75 ms 78-22-192-1.access.telenet.be [78.22.192.1]
2 108 ms 53 ms 33 ms 78-22-192-1.access.telenet.be [78.22.192.1]
2 35 ms 28 ms 40 ms 78-22-192-1.access.telenet.be [78.22.192.1]

Out of the group of these ICMP replies only the last one is good. The other 3 are very bad for an upstream device. Ideally it should even be less then 35ms, but depending on how badly over loaded that device is this could be normal for your ISP. However 100ms+ responses are not normal.

That is what your ISP needs to be notified about.

Rits.4036:

So just got done doing TT. Ping fine no issues all night and I’m standing here doing not a kitten thing now, I notice my ping hiking. Anyone mind helping me out figuring out the issue? 200 ping and climbing…370 within 2 minutes. Ignore “infocleared” I replaced personal details.

Tracing route to cpe-65-25-33-40.neo.res.rr.com [65.25.33.40]
over a maximum of 30 hops:

1 <1 ms <1 ms 1 ms 192.168.1.1
2 19 ms 9 ms 9 ms 96.120.25.233
3 10 ms 26 ms 11 ms Te0-4-0-5-sur03.infocleared.comcast.net [16
2.151.35.177]
4 23 ms 19 ms 22 ms te-1-7-0-12-ar01.area4.il.chicago.comcast.net [6
8.86.189.189]
5 23 ms 23 ms 22 ms be-33491-cr01.350ecermak.il.ibone.comcast.net [6
8.86.91.165]
6 19 ms 21 ms 19 ms c-eth-0-3-0-pe05.350ecermak.il.ibone.comcast.net
[68.86.86.38]
7 20 ms 19 ms 39 ms as7843.350ecermak.il.ibone.comcast.net [75.149.2
30.70]
8 22 ms 26 ms 23 ms bu-ether29.chcgildt87w-bcr00.tkittenr.com [107.1
4.17.195]
9 23 ms 22 ms 24 ms bu-ether11.chctilwc00w-bcr00.tkittenr.com [66.10
9.6.21]
10 36 ms 34 ms 33 ms ae14.tr00.clmkohpe.mwrtn.rr.com [107.14.19.17]
11 345 ms 58 ms 61 ms gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62
]
12 933 ms 45 ms 42 ms gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62
]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62] report
s: Destination host unreachable.

Trace complete.

Your issue starts at 345 ms 58 ms 61 ms gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62]. The issue here is that this is a link partner that comcast uses. Comcast is going to need to address this in their head to head contract. best you can do is report it to their support group, and escalate this request to their level2 or level3 support showing the traces going to anet’s servers.

sirsquishy.8531: thank you, I emailed my ISP with the issue, translated. If they come back with more IT questions I will forward them here again.

I’m happy it’s not the GW2-server but my own ISP… Why the hell am I paying for the most expensive internet if they can’t provide…

sirsquishy.8531:

Your issue starts at 345 ms 58 ms 61 ms gig18-9.lodioh1-swt402.neo.rr.com [24.164.113.62]. The issue here is that this is a link partner that comcast uses. Comcast is going to need to address this in their head to head contract. best you can do is report it to their support group, and escalate this request to their level2 or level3 support showing the traces going to anet’s servers.

Thank you very much! That is the conclusion I came too also but wanted input from others. Thanks again!