SOLVING LAG: Submit NetworkDiag.log to PlayNC support!

Wilds Pathfinder

W/

Joined Jun 2005

Jul 6, 2007 at 7:05 PM • #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

Wolffestar Clan - WSC

Mo/

Joined May 2005

Jul 6, 2007 at 7:37 PM • #2

thanks, doing it now!

Flightmare

Lion's Arch Merchant

Infinite Omega Negatives

N/

Joined Nov 2006

Jul 7, 2007 at 8:26 PM • #3

I'm in too...

against

Krytan Explorer

Edible Granite Pencil [yumy]

R/

Joined Jun 2005

Jul 7, 2007 at 11:27 PM • #4

Doing it now.

A

Abra Kadaver

Pre-Searing Cadet

Joined Jul 2007

Jul 8, 2007 at 1:48 AM • #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

W/

Joined Jun 2005

Jul 8, 2007 at 8:39 AM • #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

Teh Flying Dutch[ManS]

Mo/

Joined Sep 2006

Jul 8, 2007 at 12:06 PM • #7

Done, and Submitted

I hope they fix it soon, im bo0red to dead

Flightmare

Lion's Arch Merchant

Infinite Omega Negatives

N/

Joined Nov 2006

Jul 8, 2007 at 12:11 PM • #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]

T

Torqual

Lion's Arch Merchant

W/Mo

Joined Mar 2006

Jul 8, 2007 at 12:33 PM • #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.

L

Lianna

Academy Page

R/Mo

Joined Nov 2005

Jul 8, 2007 at 1:14 PM • #10

Done. Please sort this soon Anet!

k

kralyrag

Ascalonian Squire

The Petulant Purple Pixies

N/Me

Joined Jan 2006

Jul 8, 2007 at 1:47 PM • #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.

k

kralyrag

Ascalonian Squire

The Petulant Purple Pixies

N/Me

Joined Jan 2006

Jul 8, 2007 at 2:02 PM • #12

My latest ping results: -

against

Krytan Explorer

Edible Granite Pencil [yumy]

R/

Joined Jun 2005

Jul 8, 2007 at 3:50 PM • #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!

T

Threepwood

Academy Page

Brave and Honorable [BaH]

N/Mo

Joined Aug 2006

Jul 8, 2007 at 4:24 PM • #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.

T

Threepwood

Academy Page

Brave and Honorable [BaH]

N/Mo

Joined Aug 2006

Jul 8, 2007 at 4:26 PM • #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

Edible Granite Pencil [yumy]

R/

Joined Jun 2005

Jul 8, 2007 at 4:48 PM • #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.

s

starlitesunset

Lion's Arch Merchant

[HodK] Holy Order of Dwaynas Knights

Mo/Me

Joined Apr 2006

Jul 8, 2007 at 9:15 PM • #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

m

mxm pane

Academy Page

P/W

Joined Apr 2007

Jul 8, 2007 at 11:32 PM • #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