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SaPaRtAn3O0O's avatar
SaPaRtAn3O0O
5 years ago
Solved

High ping and packet loss

I have been experiencing 50+ ping and at least 10% packet loss on every server, must around 30% packet loss which is completely unplayable. I know it’s not a connection issue on my end. I’ve ran spee...
  • EA_Aljo's avatar
    EA_Aljo
    5 years ago

    Hi there, @SaPaRtAn3O0O 

    I'd like you to power cycle your equipment with the following steps: unplug your modem, router and console. After 2 minutes plug in the modem and router. Let them come back online completely. Then plug in your console and start it up. Let me know if that helps or not. Thanks!

EA_Aljo's avatar
EA_Aljo
Icon for Community Manager rankCommunity Manager
5 years ago

@ONCE_Cosmos 

You've got some really high ping times and some packet loss. Where are you located? It's possible the bad results are due to your distance from the server you're pinging. Also, do you play on a wired or wireless connection?

MrGuvernment-KO's avatar
MrGuvernment-KO
5 years ago

Or due to the issues on EA side that plenty of people are experiencing since Update for season 6 went live. There is clearly an infrastructure issue for all the banding / lag issues people are experiencing, most of which had zero issues prior to season 6 going live. EA needs to do far far better QA on their products before using the customers are guinea pigs on a new release.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @MrGuvernment-KOS @bbrtz92 

    We're not aware of any issues, but are always monitoring servers for performance. If you like, we can go through some troubleshooting to rule out any issues on your end. Just let me know if you want to do that.

  • ONCE_Cosmos's avatar
    ONCE_Cosmos
    5 years ago
    @EA_Aljo I already do all the troubleshooting that the website tells but nothing works
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @ONCE_Cosmos 

    Can you tell me what system you're playing on?

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @ONCE_Cosmos 

    Have you tried using alternate DNS servers? If not, try what is suggested here.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @ONCE_Cosmos 

    Did you try opening the ports for Apex? They are listed here.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @ONCE_Cosmos 

    Can you try the test again using the European server? The IP is 159.153.72.252. Thanks!

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @ONCE_Cosmos 

    Sorry. Run a UO Trace again using the instructions here.

  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @ONCE_Cosmos 


    Use the IP for Europe. It is - 159.153.72.252.

  • ONCE_Cosmos's avatar
    ONCE_Cosmos
    5 years ago

    any update of EA about this problem?

  • Alienonym's avatar
    Alienonym
    5 years ago
    @ONCE_Cosmos No, once you gave your UOTrace, they'll write "oh it's good pings" or "look, here you have packet loss" like we don't know how to read their UOTrace and then nothing. I got through all of this in June and they just vanished, no more reply. So no, they won't update anything
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @ONCE_Cosmos 

    Sorry for the delayed response. I was off the last couple of days. As far as your recent trace goes, it looks ok until it gets to Dublin, but that could be due to the distance. The same goes for the other trace that shows the ping spike when your data gets to Los Angeles. Unfortunately, I'm out of ideas as you've done everything we can suggest other than replacing your modem/router. However, the connection to your equipment looks good so I think this is an issue with your ISP as the spike is occurring before you reach our servers.

  • Alienonym's avatar
    Alienonym
    5 years ago
    @ONCE_Cosmos And as expected, it's YOUR fault for not changing your internet provider to some random one. It's always the ISP fault and never EA and yet they don't provide any proof. Interesting.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Alienonym 

    The proof is actually in the tests they ran.

  • Alienonym's avatar
    Alienonym
    5 years ago
    @EA_Aljo "Your UO Trace looks pretty good. The ping stays low, and there isn't any measurable packet loss from what I can tell. I did notice a couple hops weren't able to report any data, though. This can sometimes point to an issue with ports being closed." An answer I got when I was actually getting replies from EA. And yet it stills lag.
    "As far as your recent trace goes, it looks ok until it gets to Dublin, but that could be due to the distance. The same goes for the other trace that shows the ping spike when your data gets to Los Angeles. [...] However, the connection to your equipment looks good so I think this is an issue with your ISP as the spike is occurring before you reach our servers." An answer you gave on this topic, and of course the ping won't be good when looking at a city located at 11 800 km.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Alienonym 

    I'm talking about many of the UO Traces we get showing the problem to be before our servers are reached. In the case of distance, that's a different situation as obviously long distances are going to have worse connections. There are also a lot of different variables that are out of our control. We're not aware of any issues with the servers currently and the vast majority of people playing Apex are able to do so without lag/disconnects. 

  • Prinku-chan's avatar
    Prinku-chan
    5 years ago
    @EA_Aljo "and the vast majority of people playing Apex are able to do so without lag/disconnects."

    Why are there so many recent threads about packet loss and lagging then? I've tried literally everything, changing DNS, switching servers, port forwarding, reinstalling drivers, etc. I have wired, rock-solid connection, and every other game I play (Vermintide 2, Dota 2, RoR 2, DBFZ, etc.) run perfectly, without a single network-related issue.

    Meanwhile me and my friends (playing in EU from PC) are experiencing constant delay and rubberbanding - again, ONLY IN APEX.

    DO NOT encourage people to replace their routers, please. The problem is clearly not there. If my router was faulty, I would have problems with other games too, it's only Apex that has issues, nothing else.
  • EA_Aljo's avatar
    EA_Aljo
    Icon for Community Manager rankCommunity Manager
    5 years ago

    @Prinku-chan 

    Thanks for the details. Let's rule out any issues with your connection. Can you run a UO Trace and screenshot me the results? Instructions are here. 

  • Prinku-chan's avatar
    Prinku-chan
    5 years ago

    Attached.

    I know the issue is not due to the 100% packet loss, since an EA Community Manager has confirmed it before. (Only a loss between 1-99% should be cause for alarm according to them.)

    Here's why I'm sure the problem is not either with my router or my ISP: I play from Austria, with two friends, from Lithuania and the Netherlands. We all have different providers, and we tried playing on different servers, however, every now and again, we're still experiencing the laggy servers simultaneously. We often get into games where the latency (and sometimes the packet loss) icon is in the corner from the start and we have to play with ~ 2 seconds delay. This happens to all three of us. In three different countries. With three different providers. On the same in-game server. From the start of Season 6.

    Seeing the circumstances, I have a hard time believing the problem is specifically on my end, especially after going through all the troubleshooting steps.

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