Hearthstone Latency Issue

@Xoubalf

If you have the info that they feel indicates the issue on our end we'd be happy to take a look and see what's going on.

I am in RI and have been playing HoTs most of the week and haven't seen any abnormal latency. In the post, the packets stop at Cox's firewall but the route through looks good;

MyConnection Server Connection Test to 68.1.5.146
Performed on Jun 17, 2016 2:28:25 PM
--------------------------------------------------------------------------------------------

-------------------------------------------------------------------------------------------------------------------------------------
| Hop | %loss | IP Address | Node Name | Location | ms | Graph | Network |
-------------------------------------------------------------------------------------------------------------------------------------
| 0 | 100 | ? | - | - | - | | - |
| 1 | 0 | 64.207.193.65 | unused.mynethost.com | - | 1 | + | InServer Networks |
| 2 | 0 | 64.207.195.2 | border1.kcy1.inserver.com | - | 1 | +- | InServer Networks |
| 3 | 0 | 162.208.86.93 | static-162-208-86-93.d.awsrdns.net | - | 0 | + | Admo.net LLC |
| 4 | 0 | 162.208.87.33 | static-162-208-87-33.d.awsrdns.net | - | 0 | + | Admo.net LLC |
| 5 | 0 | 184.105.250.41 | v210.core1.mci3.he.net | Fremont, CA, USA | 4 | -+-- | Hurricane Electric Inc. |
| 6 | 0 | 184.105.81.210 | 100ge8-1.core2.chi1.he.net | Chicago, IL, USA | 17 | -+--- | Hurricane Electric Inc. |
| 7 | 0 | 68.105.30.193 | chgobbrj01pos010100.r2.ch.cox.net | Chicago, IL, USA | 12 | + | Cox Communications Inc. |
| 8 | 100 | ? | - | - | - | | - |
| 9 | 100 | ? | - | - | - | | - |
| 10 | 0 | 68.1.5.146 | - | Atlanta, GA, USA | 30 | +- | Cox Communications Inc. |
-------------------------------------------------------------------------------------------------------------------------------------

So the blue asked for a tracert instead of mirror glass. By looking over those most of the issues I see is with .attens.net. My guess is Blizzard bought a cheaper route and only the traffic coming back is being delayed. 

Yeah, I have issues with Hearthstone & WoW right now and they blamed it on Cox Arkansas. I am getting latency between 2,000ms-3,000ms

I have an open escalation ticket, but heres my trace route:

Tracing route to 199.108.62.157 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms 192.168.0.1
2 17 ms 17 ms 8 ms 10.54.80.1
3 12 ms 9 ms 10 ms 100.122.224.164
4 9 ms 8 ms 8 ms 100.122.224.166
5 27 ms 28 ms 27 ms dalsbprj01-ae1.0.rd.dl.cox.net [68.1.2.109]
6 21 ms 21 ms 28 ms ae-12.r08.dllstx09.us.bb.gin.ntt.net [129.250.194.173]
7 27 ms 27 ms * ae-5.r01.dllstx04.us.bb.gin.ntt.net [129.250.3.233]
8 46 ms 33 ms 31 ms ae-0.att.dllstx04.us.bb.gin.ntt.net [129.250.8.238]
9 38 ms 31 ms 39 ms cr2.cgcil.ip.att.net [12.122.132.198]
10 33 ms 29 ms 28 ms 12.123.249.221
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.

PathPing:

0 TYLER-W10 [192.168.0.6]
1 192.168.0.1
2 10.54.80.1
3 100.122.224.166
4 100.122.224.164
5 dalsbprj02-ae2.0.rd.dl.cox.net [68.1.2.121]
6 ae-12.r08.dllstx09.us.bb.gin.ntt.net [129.250.194.173]
7 * * ae-5.r01.dllstx04.us.bb.gin.ntt.net [129.250.3.233]
8 ae-0.att.dllstx04.us.bb.gin.ntt.net [129.250.8.238]
9 cr2.dlstx.ip.att.net [12.123.16.78]
10 12.122.172.125
11 * * *
Computing statistics for 250 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 TYLER-W10 [192.168.0.6]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 7ms 0/ 100 = 0% 0/ 100 = 0% 10.54.80.1
0/ 100 = 0% |
3 9ms 0/ 100 = 0% 0/ 100 = 0% 100.122.224.166
0/ 100 = 0% |
4 11ms 0/ 100 = 0% 0/ 100 = 0% 100.122.224.164
0/ 100 = 0% |
5 22ms 0/ 100 = 0% 0/ 100 = 0% dalsbprj02-ae2.0.rd.dl.cox.net [68.1.2.121]
0/ 100 = 0% |
6 25ms 0/ 100 = 0% 0/ 100 = 0% ae-12.r08.dllstx09.us.bb.gin.ntt.net [129.250.194.173]
0/ 100 = 0% |
7 25ms 0/ 100 = 0% 0/ 100 = 0% ae-5.r01.dllstx04.us.bb.gin.ntt.net [129.250.3.233]
0/ 100 = 0% |
8 28ms 0/ 100 = 0% 0/ 100 = 0% ae-0.att.dllstx04.us.bb.gin.ntt.net [129.250.8.238]
100/ 100 =100% |
9 --- 100/ 100 =100% 0/ 100 = 0% cr2.dlstx.ip.att.net [12.123.16.78]
0/ 100 = 0% |
10 --- 100/ 100 =100% 0/ 100 = 0% 12.122.172.125

I don't see any abnormal latency issues. The only thing of note is;

7 27 ms 27 ms * ae-5.r01.dllstx04.us.bb.gin.ntt.net [129.250.3.233] 
8 46 ms 33 ms 31 ms ae-0.att.dllstx04.us.bb.gin.ntt.net [129.250.8.238] 

Looks like congestion leading to traffic deprioritization. Nothing in the 2000-3000ms you are experiencing though. I just played HoTs and got 38-42ms but I am in RI. Here is a pathping to Central WOW servers for comparsion. I also checked the forums and there are reports from different ISP, US and Canada, having 1000+ latency to servers since last week. Could this have to do with the Legion Pre-Expansion Patch?

Tracing route to 199.108.62.157 over a maximum of 30 hops

0 PC [192.168.1.136]
1 router.asus.com [192.168.1.1]
2 10.2.48.1
3 ip98-190-33-123.ri.ri.cox.net [98.190.33.123]
4 ip98-190-33-123.ri.ri.cox.net [98.190.33.123]
5 nyrkbprj01-ae3.0.rd.ny.cox.net [68.1.5.157]
6 lag-22.ear2.NewYork1.Level3.net [4.35.90.1]
7 * * *
Computing statistics for 150 seconds...
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 PC [192.168.1.136]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% router.asus.com [192.168.1.1]
0/ 100 = 0% |
2 7ms 1/ 100 = 1% 1/ 100 = 1% 10.2.48.1
0/ 100 = 0% |
3 10ms 0/ 100 = 0% 0/ 100 = 0% ip98-190-33-123.ri.ri.cox.net [98.
190.33.123]
0/ 100 = 0% |
4 10ms 0/ 100 = 0% 0/ 100 = 0% ip98-190-33-123.ri.ri.cox.net [98.
190.33.123]
1/ 100 = 1% |
5 --- 100/ 100 =100% 99/ 100 = 99% nyrkbprj01-ae3.0.rd.ny.cox.net [68
.1.5.157]
0/ 100 = 0% |
6 15ms 1/ 100 = 1% 0/ 100 = 0% lag-22.ear2.NewYork1.Level3.net [4
.35.90.1]

PS. Any change if you play on West Coast servers?

West coast is the same, or WAS. I have most of my characters on west, I just did central for the example. Now I get the usual 65ms. It's very possible you are correct. Blizzard did not want to really assist the immediately found a post in the hearthstone forum and blamed it on cox, only because others have the issue as well. I have played WoW for the entire time of its existence (over 12 yrs) and never once had this issue until last night. At the moment its gone, but hearthstone has been unplayable with lag for many months now. Now I will note that this morning when I ran these tests, I could log in to the European wow server and have... 72 ms.

I found a post about deleting some temp files from appdata and it definitely fixes all the lag in hearthstone... for about 2 minutes until they get re-created. http://www.hearthpwn.com/forums/hearthstone-general/general-discussion/61522-solution-for-lagging-hs-pc

I don't want it to seem like I am just pointing the finger back at blizzard. However the data isn't showing the described problem. It's possible the problem is only effecting UDP/TCP traffic and not the ICMP you test with. So ping/trace/pathping isn't going to show you the issue. 

Murgy said:
I found a post about deleting some temp files from appdata and it definitely fixes all the lag in hearthstone...

It does? Are you sure your "lag" is connection based and not game based? I looked at my HoTs appdata and it only has video and play settings, no connection settings. Open it up with wordpad and look if you want. Just dont save any changes. Also, when I google that process, its always connected to screen freezes, BSOD, pink screens and other GPU issues. So if that is fixing your issues I think your issues may have nothing to do with the internet connection. Could the game be freezing, breaking the connection, causing the lag? Can you try a vanilla build?

The connection is bad w/hearthstone even after deleting the file. The delay is about 10 seconds/play (only non-mobile devices). When I delete the file, it goes away for a couple of plays and then its back again. 

And the ping in WoW is back to 2000ms for me. hots & overwatch are fine, just have issues w/wow and hearthstone. I also tried using my connection from my phone to connect to WoW (Google Fi, T-Mobile at the time) and had 60ms. Then I took my wife's laptop to my mothers house which has AT&T (down the street a bit), 57ms. 

Then what is the WoW timer measuring? I don't see how it can be measuring 2000ms+ but not see it in a ping/tracert unless it's a false negative or it's testing to some place else. 

Also, do you happen to be using IPv6 on your network? I know a lot of changes have been made to IPv6 on the West Coast over the last 2 weeks or so. If you do have IPv6, try disabling it? 

Thanks ChrisL for the reply.

Here is the WinMTR log that Blizzard support said to send to you.

As a reminder here is the quote from them: " From what I have seen it looks to be just a local ISP issue. If you have not yet I do recommend showing the WinMTR to Cox. It shows some really high packet loss. This would indicate that there is something seriously broken or they may be doing some packet shaping. Both can cause trouble. Letting them know there is a problem could help get this fixed. "

You are getting some minor packet loss on your network and some latency.  Also, the 2nd hop isn't responding to ICMP. Can you bypass the router and connect direct to the modem and test again to isolate?

::Edit:: Murgy  and Xoubalf are your cases connected other then being related to Blizzard games? Same state? 

Could a moderator report any known issues between Cox and Blizzard or one of their peers? 

We are both in Arkansas and are both referencing Blizzard games in general I believe. He only said hearthstone, but I chimed in because I see the same effect in 2/6 blizzard games out there. I have a modem/router combo from Arris. I also noticed how I can log in via a gaming vpn and have low ping again. 

I wanted to add a note here.

I tested logging in with a VPN located in LA and my latency went down to 59ms. When I turn the VPN off and reconnect as my own connection, it spikes back to roughly 2,300ms.

There are no backbone issues that we are aware of. What do your trace route and/or WinMTR results look like when connected directly to your modem via an ethernet cord?

My guess is it's a issue with the provider Blizzard uses in Arkansas and that connection into Cox. I don't think your seeing the congestion because those are the servers not responding to ping(ICMP). 

Could either of you try disabling or enabling IPv6 and see if that makes a difference? Also, could you try another DNS, like google DNS? Last, any connection errors like WOW51900319?

Hello,

I connected directly to the modem using an ethernet cable and here is the WinMTR:

And here is the traceroute:

Tracing route to 12.129.222.10 over a maximum of 30 hops

1 * * * Request timed out.
2 12 ms 10 ms 8 ms 100.122.224.166
3 14 ms 10 ms 13 ms 100.122.224.164
4 27 ms 29 ms 26 ms dalsbprj01-ae1.0.rd.dl.cox.net [68.1.2.109]
5 20 ms 21 ms 35 ms ae-12.r08.dllstx09.us.bb.gin.ntt.net [129.250.194.173]
6 30 ms 53 ms 31 ms ae-5.r01.dllstx04.us.bb.gin.ntt.net [129.250.3.233]
7 55 ms 31 ms 28 ms ae-0.att.dllstx04.us.bb.gin.ntt.net [129.250.8.238]
8 29 ms 55 ms 28 ms cr1.dlstx.ip.att.net [12.122.85.234]
9 27 ms 60 ms 58 ms cr1.la2ca.ip.att.net [12.122.128.102]
10 * 54 ms 58 ms 12.122.90.33
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.