SOLVING LAG: Submit NetworkDiag.log to PlayNC support! - Guild Wars Guru archive powered by Guild Wars Legacy

Lagg

Wilds Pathfinder

Join Date: Jun 2005

W/

06 Jul 2007 at 19:05 - 1

I know everyone is getting angry with the lag issues, but let's channel our frustration into something constructive.

Submit your NetworkDiag.log to PlayNC support.

http://wiki.guildwars.com/wiki/Gaile...e_.28-7_GMT.29

This will give ArenaNet an idea of the scope of the problem and will make sure we don't go unnoticed.

First, run the diagnostic command.

Open the Run menu by clicking on Start > Run or pressing the Windows key and R.

Enter this exactly, including the quotes (change the path to Gw.exe if needed): "C:\Program Files\Guild Wars\Gw.exe" -diag

Allow the program to run its tests.

It might get stuck for a very long time on "Tracing network paths". (it took around 20 minutes here)

Second, submit the NetworkDiag.log to PlayNC support.

Open the appropriate Support page for the region you are in.

http://www.guildwars.com/support/

Login to your support account or make a new account.

Ask a new question, provide the necessary information. Keep it simple and to the point like so:

Include NetworkDiag.log (found in your main Guild Wars directory).

If you've done all this, you can pat yourself on the back and continue being helplessly frustrated.

Thanks!

- Lagg

(no, my name has nothing to do with lag, although now you can also get frustrated at Lagg)

Mindtrust

Wilds Pathfinder

Join Date: May 2005

Stockholm, Sweden

Wolffestar Clan - WSC

Mo/

06 Jul 2007 at 19:37 - 2

thanks, doing it now!

Flightmare

Lion's Arch Merchant

Join Date: Nov 2006

NL

Infinite Omega Negatives

N/

07 Jul 2007 at 20:26 - 3

I'm in too...

against

Krytan Explorer

Join Date: Jun 2005

Edible Granite Pencil [yumy]

R/

07 Jul 2007 at 23:27 - 4

Doing it now.

Abra Kadaver

Pre-Searing Cadet

Join Date: Jul 2007

08 Jul 2007 at 01:48 - 5

http://uk.boards.cityofheroes.com/sh...art=all& vc=1

This appears to not merely be GW but NcSoft's data centre in Frankfurt in general. Out of interest, are you guys trying your own traceroutes and if so then are you noticing packetloss in any particular area? Also, does the IP 62.67.33.218 seem to be the issue? We believe that to be the problem with CoH atm, and if thats the case it looks like the switch over in Frankfurt is causing everyone this grief :/

Lagg

Wilds Pathfinder

Join Date: Jun 2005

W/

08 Jul 2007 at 08:39 - 6

Code:

Tracing route to 206-127-145-25.plaync.com [206.127.145.25]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  mygateway1.ar7 [192.168.1.1]
  2     6 ms     6 ms     7 ms  1.192-65-87.adsl-dyn.isp.belgacom.be [87.65.192.
1]
  3     7 ms     7 ms     7 ms  45.251-244-81.adsl-static.isp.belgacom.be [81.24
4.251.45]
  4     7 ms     7 ms     7 ms  ge1-0.intlstr1.isp.belgacom.be [194.78.0.146]
  5    26 ms     7 ms     7 ms  pcbru16-tge3-4.car.belbone.be [80.84.20.206]
  6    13 ms    13 ms    13 ms  pcams14-tge2-2.car.belbone.be [80.84.18.26]
  7    12 ms    11 ms    11 ms  80.84.18.74
  8    14 ms    15 ms    12 ms  amx-gw2.nl.dtag.de [195.69.145.211]
  9    26 ms    27 ms    31 ms  62.154.17.18
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

Dmevi

Ascalonian Squire

Join Date: Sep 2006

The Netherlands

Teh Flying Dutch[ManS]

Mo/

08 Jul 2007 at 12:06 - 7

Done, and Submitted

I hope they fix it soon, im bo0red to dead

Flightmare

Lion's Arch Merchant

Join Date: Nov 2006

NL

Infinite Omega Negatives

N/

08 Jul 2007 at 12:11 - 8

Tracing route to 206-127-147-156.plaync.com [206.127.147.156]

Mine dies at so-6-1-0.fra10.ip.tiscali.net [213.200.82.14]

Torqual

Lion's Arch Merchant

Join Date: Mar 2006

W/Mo

08 Jul 2007 at 12:33 - 9

My God this is horrific - the worst lag I have ever experienced. Good job I am spending this weekend AFKing to improve my Lucky title.

Lianna

Academy Page

Join Date: Nov 2005

R/Mo

08 Jul 2007 at 13:14 - 10

Done. Please sort this soon Anet!

kralyrag

Ascalonian Squire

Join Date: Jan 2006

Sunny Swindon

The Petulant Purple Pixies

N/Me

08 Jul 2007 at 13:47 - 11

My Gw -diag came up with various areas where full packet loss is happening: -

10 172ms 0/ 4 = 0% 0/ 4 = 0% pos1-1.br01.lax05.pccwbtn.net [63.218.72.66]
0/ 4 = 0% |
11 --- 4/ 4 =100% 4/ 4 =100% ncsoft.ge5-11.br01.lax05.pccwbtn.net [63.218.73.2]
0/ 4 = 0% |
12 --- 4/ 4 =100% 4/ 4 =100% 216-107-255-70.plaync.com [216.107.255.70]
0/ 4 = 0% |

....and here...

15 39ms 0/ 4 = 0% 0/ 4 = 0% ae-2.ebr2.Frankfurt1.Level3.net [4.69.132.138]
0/ 4 = 0% |
16 --- 4/ 4 =100% 4/ 4 =100% ae-21-54.car1.Frankfurt1.Level3.net [4.68.118.111]
0/ 4 = 0% |
17 --- 4/ 4 =100% 4/ 4 =100% 62.67.33.218
0/ 4 = 0% |
18 --- 4/ 4 =100% 4/ 4 =100% 206-127-156-82.plaync.com [206.127.156.82]
0/ 4 = 0% |

...and here....

18 174ms 0/ 4 = 0% 0/ 4 = 0% ae-93-93.csw4.SanJose1.Level3.net [4.69.134.238]
0/ 4 = 0% |
19 --- 4/ 4 =100% 4/ 4 =100% ge-5-2-0-99.bbr2.SanJose1.Level3.net [4.68.18.194]
0/ 4 = 0% |
20 --- 4/ 4 =100% 4/ 4 =100% so-14-0.hsa4.SanJose1.Level3.net [4.68.114.158]
0/ 4 = 0% |
21 --- 4/ 4 =100% 4/ 4 =100% dacom-level3-ge.SanJose1.Level3.net [4.68.110.186]
0/ 4 = 0% |

... so it's not just the europe servers by the look of it.

My report has gone in. Truly fed up with getting kicked out of the Boardwalk and total freezes whilst there.

kralyrag

Ascalonian Squire

Join Date: Jan 2006

Sunny Swindon

The Petulant Purple Pixies

N/Me

08 Jul 2007 at 14:02 - 12

My latest ping results: -

against

Krytan Explorer

Join Date: Jun 2005

Edible Granite Pencil [yumy]

R/

08 Jul 2007 at 15:50 - 13

The responses from the support people are frustrating.They of course insist it's a problem with my set-up. It seems like they're completely unaware of the problem. WTB competent employees!

Threepwood

Academy Page

Join Date: Aug 2006

Belgium

Brave and Honorable [BaH]

N/Mo

08 Jul 2007 at 16:24 - 14

Quote:

Originally Posted by against

The responses from the support people are frustrating.They of course insist it's a problem with my set-up. It seems like they're completely unaware of the problem. WTB competent employees!

That's because the first response you get from ANet support is always automated. Before this issue, most of the lag was indeed based on programs running on the user's computer (Antivirus, etc) that interfered with the connection speed.

How would you feel if you get 3.000+ emails a day? You're not gonna respond to them manually. They just put them with an autoreply, so they can gather the necessary information and work on the issue later.

Threepwood

Academy Page

Join Date: Aug 2006

Belgium

Brave and Honorable [BaH]

N/Mo

08 Jul 2007 at 16:26 - 15

Oh, and to quick comment on-topic:

I've noticed that switching to International Districts usually solves the issue. Instead of hopping into the Frankfurt hub (EU districts), you hop on an US server. Admitted, the ping is on average bit higher than on EU servers (on average, 250ms ping), but the game is playable!

against

Krytan Explorer

Join Date: Jun 2005

Edible Granite Pencil [yumy]

R/

08 Jul 2007 at 16:48 - 16

Quote:

Originally Posted by Threepwood

That's because the first response you get from ANet support is always automated. Before this issue, most of the lag was indeed based on programs running on the user's computer (Antivirus, etc) that interfered with the connection speed.

How would you feel if you get 3.000+ emails a day? You're not gonna respond to them manually. They just put them with an autoreply, so they can gather the necessary information and work on the issue later.

My response was from a support technician, didn't look like an autoresponse.

starlitesunset

Lion's Arch Merchant

Join Date: Apr 2006

[HodK] Holy Order of Dwaynas Knights

Mo/Me

08 Jul 2007 at 21:15 - 17

submitted my report to plaync usa had 3 emails back then got one saying oh we are going to move it to our euro team, this was yesterday so i suspect i have to wait for a reply from euros 2moro. whats happened to this game the lags been creeping in slowly, some of my guildies experience this lag n some dont, even tho they are a euro too so wth anet this is been going on 2 weeks and all the network news is saying they are going to look at the problem that doesnt say fixing the dam thing

mxm pane

Academy Page

Join Date: Apr 2007

P/W

08 Jul 2007 at 23:32 - 18

i would like to thank the guy who thiks the answer is to sit afking for title....IMO that is the main cause of this lags is that all the people who are afking for that dam lucky title. 24/7 since this stupid festival started.

Just venting my 2 cents....severly hurting my farming

ksalanpang

Academy Page

Join Date: Jan 2007

IL

***i still don't know what our guild name means[rise]

Mo/

08 Jul 2007 at 23:54 - 19

this lag makes me starting to hate festival...it's not doing any good to me...fix it now anet..i'm pissed

Hengis

Wilds Pathfinder

Join Date: Apr 2006

London

Better Than Life (BTL)

R/

09 Jul 2007 at 12:35 - 20

This is a very nicely made post. Perhaps it should be stickied until the European lag issues are resolved?

Great job Lagg :-)

Lagg

Wilds Pathfinder

Join Date: Jun 2005

W/

09 Jul 2007 at 13:52 - 21

Thanks, I'm only trying to make the best out of a bad situation here.

All I really want is for this terrible lag to end.

What's really baffling me is that some of my guildmates living nearby are not experiencing any problems at all, while others living in completely different parts of Europe do.

On a more positive note, I got this from NCSoft support earlier:

Quote:

Hello,

Thank you very much for contacting the Guild Wars Customer Support Team. We always appreciate hearing from our players. After reviewing your description, we are able to confirm that the problem you have reported is a known issue and the development team is already working on an appropriate solution. However, we are going to forward your enquiry to our QA department in order to provide the development team with as much information as possible.

Thank you very much for your patience and understanding, as well as your interest in helping to improve Guild Wars. Please feel free to contact the support team again if you encounter any other problems.

Flightmare

Lion's Arch Merchant

Join Date: Nov 2006

NL

Infinite Omega Negatives

N/

10 Jul 2007 at 22:46 - 22

Got a non-automated reply today they are making progress and they've asked for my new NetworkDiag.log to see if anything has changed. And well, I've looked at it myself and some time-outs did change actually.

against

Krytan Explorer

Join Date: Jun 2005

Edible Granite Pencil [yumy]

R/

11 Jul 2007 at 02:17 - 23

Well, hopefully after they fix the Euro latency, they can get to the 100% packet loss at one of the hubs in Los Angeles. :\

Zithe

Pre-Searing Cadet

Join Date: Jun 2007

UK

11 Jul 2007 at 15:42 - 24

Quote:

Originally Posted by Flightmare

Got a non-automated reply today they are making progress and they've asked for my new NetworkDiag.log to see if anything has changed. And well, I've looked at it myself and some time-outs did change actually.

Yeah I had the same thing. I uploaded a new diag for them a day or so ago and just had an email from them saying they're going to assume the lag is fixed if they dont hear from me within 72 hours.

Logged on to check but still getting 1k+ pings.

Venemousrules

Ascalonian Squire

Join Date: Jun 2007

12 Jul 2007 at 16:19 - 25

I sent off my lag report and got this reply,

Quote:

Thank you for sending us your network report. Our network teams are constantly changing configurations to see the outcome for the user. Therefore I'd like to get some updates as soon as the situation changes, regardless in which direction. Please also create a new report as soon as something changes.

Thank you for your patience and cooperation.

kralyrag

Ascalonian Squire

Join Date: Jan 2006

Sunny Swindon

The Petulant Purple Pixies

N/Me

12 Jul 2007 at 21:52 - 26

I didn't get a reply to my log and now the lag is ridiculous. Yet another log being created as I type. Wonder if I will get a reply to that?