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:
Tracert test results (see below)
Nettest results (see below)
Your Internet Service Provider (ISP) or who your purchase internet access from.
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:
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).
Right-click on nettest.exe and select Run as Administrator
Similar black command prompt but it will run the test automatically
You'll see several columns. The ones we're focusing on have KB/sec to the right of a number value.
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)
When posting a problem, be sure to include the tracert text file and also the nettest results.
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