One of your videos showed 3% packet loss. That would be why this is happening. Can you run that UO Trace for me?
Community ManagerThe 100% loss is normal. That just means that server isn't allowing pings. Your test is showing some packet loss as well. Are you running it on a wired or wireless connection? It looks wireless and should be run wired since you play on a wired connection. If possible, take the cord from your console and plug it into your PC. That way it's also using the same ethernet cord.
I worked with Comcast last night and hopefully sorted out the packet loss problem. Here is a fresh UO trace.
Host Name IP Address Hop Ping Time Ping Avg % Loss Pkts r/s Ping best/worst
cm-1-acr09.cosprings.co.denver.co96.120.12.221 1 8ms 9ms 0% 105 / 105 6ms / 34ms
ae-255-1252-rur102.cosprings.co.d96.110.149.201 2 9ms 10ms 0% 105 / 105 8ms / 26ms
ae-2-rur101.cosprings.co.denver.c162.151.51.125 3 9ms 11ms 0% 105 / 105 6ms / 32ms
ae-23-ar01.denver.co.denver.comca68.86.128.105 4 26ms 12ms 0% 105 / 105 7ms / 27ms
ae-13.edge8.Denver1.Level3.net 4.68.63.165 5 12ms 13ms 0% 105 / 105 10ms / 36ms
ae-2-3602.ear3.Washington1.Level34.69.206.81 6 54ms 55ms 0% 105 / 105 53ms / 71ms
* Unknown Host * 4.79.23.202 7 55ms 100% 0 / 104
* Unknown Host * 159.153.92.10 8 50ms 52ms 0% 104 / 104 49ms / 71ms
* Unknown Host * 159.153.92.94 9 52ms 52ms 0% 104 / 104 48ms / 76ms
dragonage.gos.ea.com 159.153.64.173 10 53ms 52ms 0% 104 / 104 49ms / 70ms
I did play a couple of Ones Eliminator games this morning to test. I did not experience any network lag, but unfortunately the loss of control of my skater persisted. I played a few of drop-in NHL 20 games last night and never lost control of my skater.
In conclusion, while I was experiencing packet loss which did negatively impact the online experience of the game, it does not appear to be related to the loss of control of my skater.
Next step, I am going to switch to a different controller and see if that changes anything. Throughout this whole process I have not tried a different input device. The controller I have been using currently does not appear to have any problems as I played a few NHL 20 games online last night without trouble. In talking with some of my friends they have not had this problem in 21 and can see me drifting in games. I am only using the 1st party wireless controllers from MS. I have 4, so I will try one of the others and see what happens.
Community ManagerSounds good. Let me know what happens with the other controllers. Also, you have a bit of a high worst rating for your router. If you're wired, that should be in the single digits, but you're showing a worst ping of 3 ms. That's not good for a wired connection. Have you also checked for a firmware update for your router?
I have a Comcast tech scheduled to be here tomorrow to troubleshoot the packet loss. The packet loss appears to be the underlying problem. The problem manifests slightly different in NHL 20 than in NHL 21. Anyway, I believe that once the packet loss problem is solved, the loss of control of my skater will also be solved. Thank you for the help. Turns out it was ISP and not the game. 😢
Community ManagerSounds good. Hopefully, that takes care of it. Just let me know what happens. Thanks!
Community ManagerHas it been a while since you power cycled your equipment? If so, try doing it now with these 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!
Hello. I need help. I have big problems with reaction delay on online games( rivals,hut). Is unplayable for me. I am using lan on ps4 ( 500 mbps/150mbps) always have poor conection status. I try also port forwarding but nothing changed. Please any suggestions how can solve this.
Best regards
Community ManagerHi there, @sidarg1.
Do you have a PC by chance? If so let’s find out how your connection is reaching our servers. Can you run a UO Trace and screenshot me the results? Instructions are here: https://help.ea.com/en-us/help/faq/connection-troubleshooting-basic.
Thank you for fast respond.
In attachment i share you screenshot with results.
My mistake. I did it all now. Please find attached results.
Yes this tests was done on pc wireless. But for game i use lan cable on ps 4.
Now i did tests with wired pc.
Please find attached results and internet speed test.
Thanks for fast respond
I am living in Thailand. Have fast fiber internet as you can see and I no have any issues with other games online. Have any solution for nhl?
I did tests on pc with all IP.
Please find attached all results.
Looking forward for solution.
Best regards
Community Manager
