Community Moderator
Join Date: Jun 2012
Posts: 2,454
Howdy folks To help everyone I've decided to remake the old Diagnose thread with new information. Please have this information IN YOUR POST when you're having lag. Also realize that because your internet is "such and such a speed" doesn't mean anything when it comes down to the internet really. It's all about paths that your data (and the servers data) travels which could easily have problems. Thus why these tools exist

If you do the things listed below, you can see where the issue is and if it's at your end or not. If you can't understand the results (which is fine!) then by all means make a post and others will help you. There are a few players and some devs that lurk here constantly to help diagnose issues. Please be patient and someone will respond to your post

Also realize this is, for the most part, a PEER TO PEER SUPPORT FORUM ONLY. If you require direct support by PWE, please file a ticket.
-------------------------

Background:
For those unfamiliar with latency (or lag), this is how quickly your computer transfers files to a distant end. In our case, we're looking at how your computer interacts with Cryptic's servers.

Latency is measured in milliseconds (ms). This is directly measuring how long it takes to send/receive data. You want any tests below to have lower values. Think of it like waiting in line at the bank; you don't want to be there all day.

Bandwidth is measured in kilobites per second (KB/sec). You want these values to be high. Think of this as how much stuff you can mail at once.

Your computer is connected through many other computers to reach Cryptic's servers. Think of it like the Postal Service. Packets of information (just like mail) need to pass through several places (like your local and regional sorting centers). Sometimes a problem can be with a user, sometimes it can be with Cryptic. Before either party blames each other, sometimes the problem is one of these connections between Cryptic's Servers and you.
What the Devs Need from You to Fix the Issue:
  1. Tracert test results (see below)
  2. Nettest results (see below)
  3. PathPing results (see below)
  4. Your Internet Service Provider (ISP) or who your purchase internet access from.
Test Summary:
We'll run two tests. The first is a called tracert and measures how quickly various connections between Cryptic and you respond. The second is called nettest and gauges how much data can be passed at once on various ports.

Test 1: tracert
  • For Windows, hit the start button
  • Where it says Search All Files and Programs, type CMD and press ENTER
  • The first result should be cmd.exe
  • Right-click on cmd.exe and select Run as Administrator
  • A black, command-prompt window should appear
  • From here type the following command:
  • tracert patchserver.crypticstudios.com
Good Results:
  • Values lower than 180 are ideal for playing MMOs (and anything under 100 is outstanding). Higher values usually cause lag and rubber-banding in-game. Report any values above 180ms. Right-click in the Command Prompt Window and select all. Save as a text file (txt).
.
Test 2: nettest
You'll see several columns. The ones we're focusing on have KB/sec to the right of a number value.

Good results:
  • Column 1: ~300-500 KB/sec
  • Column 2: ~20kb/sec
  • Column 3: ~300- 500kb/sec

Report the Port Number and which columns are below the average ranges.

Nettest can be copied by:
  • right clicking on the window title bar
  • select Edit then Mark
  • highlight the text by holding the left mouse button
  • hit enter to copy to the windows clipboard.
  • paste into notepad or word and save as TXT
(thanks PegasusMD for nettest copying instructions)
Test 3: pathping
  • For Windows, hit the start button
  • Where it says Search All Files and Programs, type CMD and press ENTER
  • The first result should be cmd.exe
  • Right-click on cmd.exe and select Run as Administrator
  • A black, command-prompt window should appear
  • From here type the following command:
  • pathping patchserver.crypticstudios.com
Good Results:
  • Realize this may take a few minutes to run.
  • You can just copy and paste it (using the method for nettest) into a post for someone to look at however anything with a 100% packetloss isn't good and can cause problems..
.
Final Words:
When posting a problem, be sure to include the tracert text file and also the nettest results.
Quote:
Originally Posted by Wishstone
Let us know with which ISP you are trying to contact us from where.

The combination of this information can help if we are trying to find out if a problem may hail from a specific local area or provider.
Sporadic ISP Issue Fix:
The below is not guaranteed to work but might help solve some issues with your ISP. Using the Post Office analogy, this is like getting a new address and having mail delivered there.
Renew IP Address
  • Go to Start Menu
  • Search for cmd
  • Right-click and "Run as Administrator"
  • Type the following: ipconfig /release
  • Hit Enter
  • Now, type ipconfig /renew
  • Hit Enter
Volunteer Community Moderator for the Star Trek Online forums
My views may not represent those of Cryptic Studios or Perfect World Entertainment
If you wish to speak to someone on the community team, file a community support ticket here, as we are not able to respond to PMs regarding moderation inquiries.
Contact: Twitter | Line Messenger: askray113

Last edited by askray; 08-16-2014 at 09:55 AM.
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