Please DON’T Stand By

frownycat

This lag causes me to be uncentered.

UPDATE 4/14/2016: With a recent maintenance hotfix, Cordovan has asked us to suspend any trace and ping information but to use the usual bug or ticket reports or this new thread to report your experiences.

The talk on DDO is not of the 10th anniversary or the free loot, but the relentless lag spikes that have become so bad that even low level quests (for me) have been hard, if not impossible to play.

You are not alone.

There is a very long central DDO forums thread where you could rage at the machine. But I’m an I.T. guy, by real-life trade, so I ask you not to vent there. That doesn’t help.

Rather, to help DDO’s team gather as much information about the likely bottleneck(s) in the data jumps between your computer, cable/DSL modem, ISP, the internet and the DDO game servers, you need to send the developers real-time data on your connection. Preferably, you’ll do this while in a lagging quest, after you’ve placed your character in a safe position where it can wait.

  1. To start, please visit this forum post by clicking this link. It will open up your normally-used (default) web browser.
  2. Click “Log in” at the upper right corner of your browser window. Type in the same login and password as you’d use to log in to the game, if you’ve never used the forums before (or lately).
  3. Click on your Start button for Windows 7/XP users and type cmd in the search field at the bottom of the menu and press Enter. A command line window (remember DOS?) will appear. Just keep that window open so you can report lag on the spot.
  4. Start the DDO game client, log in as usual, and start playing.

Now, step 3 above will be different for Windows 8 or 10 users. For Windows 8: Open the search field and type in cmd or command prompt. For Windows 10, you can press Win+X keys and type in command prompt.

I’ll show you as well what data to provide to the devs in what seems to be the popular format.

  1. When lagging of any kind persists (rubberbanding, freezing, etc.), first safe your character/party–get any enemies killed off and then find a safe spot.
  2. Press ALT-ENTER to bring DDO to a windowed mode (if you normally play in full-screen mode). This will allow you to access the Windows command prompt you opened earlier.
  3. At the command prompt, first type in ping gls.ddo.com and press Enter. This will show the results of how long it takes for data to reach the DDO game servers and return to you. The lower the milliseconds (ms) the better.
  4. Next, type in tracert gls.ddo.com. This will show the specific network resources (your cable modem or local network, your ISP, other backbone servers and finally to the network near DDO).
  5. Open up Notepad or WordPad or a suitable simple text editor or word processing program.
  6. In the Command Prompt window, look for “C:\>” symbol on the far upper corner of the window. Click it; it’s a menu. Choose “Mark”. Now you can select all text from the tracert results.
  7. Once you have that info selected, choose Copy from that command line menu, and then use the Paste command in the word processor/text editor. Or you can leave it on your clipboard (computer memory)
  8. Read your ping results and type in the average ping number under “Average round trip times in milli-seconds.”

OK. You’re ready to post some data to the forums. Please do this only once or twice since it’s very likely that you’ll not give them any really different information in terms of the backbone or your ISP from any given day (unless you move or are travelling a lot).

Format your post as this.

  • Quest: Type in the quest or raid you were playing at the time of the lag event
  • Time: Enter your local time, adding in your time zone, such as EDT, CDT, GMT, whatever.
  • Server: Type in the server name you’re logged into at the time of the event.
  • ISP: Type in your internet server provider. Also, you might want to mention if this is a cable or DSL connection.
  • Issue: Type in a very brief description of the issue (freezing, rubberbanding, etc.) and if it affected only you or others in party if applicable.
  • Ping: Type in your “Average round trip times in milli-seconds.”
  • Tracert results: Copy from the text editor/word processor window and paste it into the thread.

IMPORTANT note: You don’t want to entirely copy the first two lines of your tracert, which contains your computer’s specific IP. No need to get real-life trolls trying to hack your computer. Don’t copy lines 1 and 2 of tracert. You can simply redact (fill in with nonsense characters or “redacted”) there.

Here’s an example.

Quest: The Kobold's New Ringleader
Time: 10:oo AM April 1
Server: Ghallanda
ISP: Comcast
Ping: 44ms
Tracing route to gls.ddo.com [198.252.160.23]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 10.0.0.1
 2 12 ms 14 ms 9 ms (redacted)
 3 11 ms 21 ms 14 ms Te0-2-0-8-sur01.beechgrove.in.indiana.comcast.ne
t [68.87.228.225]
 4 13 ms 14 ms 14 ms te-1-9-0-0-ar01.indianapolis.in.indiana.comcast.
net [68.86.184.41]
 5 16 ms 19 ms 21 ms hu-1-15-0-0-ar01.area4.il.chicago.comcast.net [6
8.87.230.9]
 6 34 ms 26 ms 26 ms hu-1-15-0-0-ar01.area4.il.chicago.comcast.net [6
8.87.230.9]
 7 36 ms 21 ms 25 ms be-33491-cr02.350ecermak.il.ibone.comcast.net [6
8.86.91.165]
 8 23 ms 24 ms 24 ms chp-edge-01.inet.qwest.net [216.207.8.189]
 9 55 ms 44 ms 34 ms chp-edge-01.inet.qwest.net [216.207.8.189]
 10 43 ms 44 ms 44 ms 206.103.215.50
 11 48 ms 41 ms 46 ms 206.103.215.50
 12 45 ms 44 ms 49 ms 63.236.3.130
 13 55 ms 44 ms 44 ms 198.252.160.23
 14 50 ms 41 ms 46 ms 198.252.160.23
Trace complete.

Check to make sure that lines 1 and 2 of the tracert items are anonymous, and then post your entry.

Send this information to DDO when you’re able. It will help the game’s guardians so very much. The more information they have to find the weakest link, the better.

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9 Comments (+add yours?)

  1. DDOCentral
    Mar 22, 2016 @ 01:58:08

    Reblogged this on DDOCentral.

  2. Quijonn
    Mar 22, 2016 @ 05:12:29

    I’d be happy to be running a diagnostic version of the DDO client that has this and any other details they need. Because we’re not 100% sure if the trace details are relevant – the problem could be grossly insufficient resources within their datacenter. If they want other details of my graphics card, memory usage or anything else from my machine spec, I’d be happy for them to collect that too.

    Given the scale of the problem, I’m really looking for Turbine to help us to help them now.

  3. geoffhanna
    Mar 22, 2016 @ 07:03:39

    What? Sense? We don’t want any of that around here. We’re all about mindless rage.

    • teachersyn
      Mar 22, 2016 @ 07:06:30

      Without my coffee at least, I can be angry. No one likes me when I’m angry. I play Monks to throw off anyone to my seething inner contempt. 😉

  4. Kroham
    Mar 22, 2016 @ 07:58:00

    Don’t take it personnaly but this post is a really joke. Why player should do turbine ‘s work ? And I am not sure this info are relevant.
    Turbine is the only one company who had this problem on live server. All other company take time to test before transfering and all is fine at the end (yes there was some minor bug).

    Player have the right to enrage, this is unacceptable. Turbine is Indefensible.

    • teachersyn
      Mar 22, 2016 @ 13:05:08

      There is nothing wrong with assisting a company that cannot control all aspects of a networked game—specifically, the network itself.

      It’s clear to me that you’re one of those Millennial folk that wait to be entertained simply because you’ve given money. Turbine’s issues are far more defensible than your reckless grammar. Computer games are hard and programming is harder. You, at least, could use spell and grammar check, much less be more considerate of the fact that DDO is not merely a game but someone’s livelihood. They WILL fix the issue, but player help might fix it faster. At least you’re bitching at me and not Turbine here—negativity won’t fix anything. May I suggest you return to WoW? The grown ups in DDO will be happy to be patient.

      • teachersyn
        Mar 22, 2016 @ 13:08:13

        I should consider the idea, by the way, that English may not be your first language. However—respect is a universal trait, and selfish attitudes also make my more upset than even a bout of lag.

  5. Grandern
    Apr 10, 2016 @ 07:40:10

    Very helpful info teachersyn! I am not tech at all and was looking for how to find the tracing route information. DDO is played between multiple distant locations, collecting information at the exact point when lag occurs on the players side should be very helpful for the game developers.

    • teachersyn
      Apr 11, 2016 @ 12:03:34

      I suspect what reports have arrived did help. My game play lag has generally been much less, although raids and dense enemy quests are still bad. Time will tell.

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