The Technical Support team may often ask you for your WinMTR diagnostic - a file that displays various information regarding your connection to the server. Here are the steps on how to get one:
You can download WinMTR from here.
- In Host, input the following IP:
- EU Server: 220.127.116.11
- NA Server: 18.104.22.168
- Uncheck the Resolve names setting in the Options menu.
- Press Start.
- Log into the game and let WinMTR run until you are disconnected or the game becomes unresponsive (in general, 4-5 minutes total runtime should be enough).
- Stop WinMTR and press Export TEXT. Save to a convenient place that you can find and access with ease.
- Attach the exported .txt file in the ticket.
What am I sending you?!
The data included in the WinMTR reports is completely safe to share with the support. But what exactly are you sending? Let's take a look:
- Host: This column is the node that the packets go through.
- % (Packet Loss): This column shows the percentage of packets that have been lost between nodes. If it doesn't carry over all the way down to the very last node, or is only seen in a single node, then this is probably a case of an ICMP limiter; the amount of "route tracing" packets accepted to go through this node are limited. This does not affect your actual game packets. A Packet Loss of 5% or higher will cause increasingly notable issues.
- Sent: The number of packets sent.
- Recv: The number of packets received.
- Best: The lowest recorded ping to that node.
- Avrg: The average recorded ping on that node. A high average ping (more than 1000ms) can cause desync or rubberbanding.
- Wrst: The worst recorded ping to that node. A high worst ping (more than 1000ms) could be an indication towards ping spikes in your connection.
- Last: The last sent packet's ping to that node.
Okay, cool. And what are those random numbers I'm seeing on Hosts?
- The very first Host is usually your very own computer. Statistics here should always show up perfect. In more complicated networks, it's possible that the first few nodes are actually your own network.
- The very last Host is our server. For the best experience, packet loss here should be below 3%, and the average/worst ping below 250~300ms.
- Every node in-between is your route to the server. Earlier nodes are usually your ISP, and latter nodes are usually our provider's network.
Alright, how do I know if something is wrong?
- Usually, the very last Host will give you all the information you need. If packet loss or high ping is present in the middle nodes, but not present in the last one, then it's not accurate.
- No response from host is usually harmless, and can happen when a node has an ICMP limiter in place.
- Problems begin from the moment your packet loss is 5% or above, carried over to all subsequent nodes after it's first appearance. High ping is treated in an identical way.