Connectivity

What should I do if I am having a connection issue?

As with any online game, the ability to play Guild Wars 2 depends on your ability to connect to the game servers. Below are some suggestions that can help improve your connection and determine the source of potential problems. Start by doing the following:

  1. Confirm you are using a supported connection (Guild Wars 2 requires at least a broadband connection to ensure the game will run smoothly).
  2. Temporarily bypass any routers, hubs, or switches and try to connect directly to your modem (you may need to reboot your modem and/or computer to reestablish your Internet connection after doing so).

 

Please see below for additional information on troubleshooting specific types of connection issues:

 

Lag / Latency

When playing a game you receive signals from the game servers that show your in-game location, the appearance of the environment, and what is happening around you. When you hit a key such as W to move forward or Spacebar to jump, you are telling our servers what you’re doing. That information has to reach us before the game will know how to respond. The issue that makes your character appear to be jumping back to a previous location is described as rubber banding. Rubber banding is a major indicator that there is a problem with your connection. With rubber-banding, you can see other characters or the environment move and your character is not "frozen," but everything you attempt is delayed.

 

If you experience rubber-banding, it is best to check your game connection by running a Traceroute. Once you are familiar with how to read the results of this test, you will be able to identify where the exact problem(s) occur in the connection. If they happen before the signal reaches the game servers, you will know that you need to contact your ISP (Internet Service Provider).

 

Traceroute Instructions (Windows®)

Guild Wars 2 offers the ability to do a traceroute while in game to check your connection. Please follow the steps below to do so:

  1. Open your Guild Wars 2 folder.
  2. Right-click on GW2.exe and select Create Shortcut.
  3. Right-click on GW2.exe - Shortcut and select Rename.
  4. Rename the file Guild Wars 2 Diagnostic.
  5. Right-click on Guild Wars 2 Diagnostic and select Properties.
  6. Locate the Target line and add –diag to the end of the text there (your target line should look like this: "C:\Gamse\Guild Wars 2\GW2.exe" –diag).
  7. Click OK to save your changes.
  8. Double click Guild Wars 2 Diagnostic to start the test.
  9. Once the test has completed, click View Results and save the results to a text file (.txt) on your desktop.
  10. Open the file and compare your results to those below.

 

Here is an example of what a bad connection looks like (note the high percentages of lost data):

Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
1/ 50 = 2% |
1 1ms 1/ 50 = 2% 0/ 50 = 0%
0/ 50 = 0% |
2 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
3 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
4 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
5 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
6 29ms 1/ 50 = 2% 0/ 50 = 0%
0/ 50 = 0% |
7 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
8 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
9 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
10 51ms 4/ 50 = 8% 3/ 50 = 6%
0/ 50 = 0% |
11 --- 50/ 50 =100% 49/ 50 = 98%
0/ 50 = 0% |
12 48ms 3/ 50 = 6% 2/ 50 = 4%
0/ 50 = 0% |
13 44ms 1/ 50 = 2% 0/ 50 = 0%
2/ 50 = 4% |
14 46ms 6/ 50 = 12% 3/ 50 = 6%
0/ 50 = 0% |
15 53ms 4/ 50 = 8% 1/ 50 = 2%
0/ 50 = 0% |
16 47ms 8/ 50 = 16% 5/ 50 = 10%
0/ 50 = 0% |
17 39ms 5/ 50 = 10% 2/ 50 = 4%
0/ 50 = 0% |
18 --- 50/ 50 =100% 47/ 50 = 94%
0/ 50 = 0% |
19 40ms 3/ 50 = 6% 0/ 50 = 0%


Here is an example of what a good connection looks like:

Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0/ 25 = 0% |
1 0ms 1/ 25 = 4% 1/ 25 = 4%
0/ 25 = 0% |
2 0ms 1/ 25 = 4% 1/ 25 = 4%
0/ 25 = 0% |
3 1ms 1/ 25 = 4% 1/ 25 = 4%
0/ 25 = 0% |
4 11ms 2/ 25 = 8% 2/ 25 = 8%
0/ 25 = 0% |
5 7ms 2/ 25 = 8% 2/ 25 = 8%
0/ 25 = 0% |
6 10ms 0/ 25 = 0% 0/ 25 = 0%
0/ 25 = 0% |
7 8ms 0/ 25 = 0% 0/ 25 = 0%
1/ 25 = 4% |
8 27ms 1/ 25 = 4% 0/ 25 = 0%
1/ 25 = 4% |
9 43ms 2/ 25 = 8% 0/ 25 = 0%
0/ 25 = 0% |
10 48ms 2/ 25 = 8% 0/ 25 = 0%
0/ 25 = 0% |
11 39ms 2/ 25 = 8% 0/ 25 = 0%
3/ 25 = 12% |
12 122ms 5/ 25 = 20% 0/ 25 = 0%
1/ 25 = 4% |
13 129ms 6/ 25 = 24% 0/ 25 = 0%
0/ 25 = 0% |
14 131ms 7/ 25 = 28% 1/ 25 = 4%
0/ 25 = 0% |
15 127ms 6/ 25 = 24% 0/ 25 = 0%
1/ 25 = 4% |
16 129ms 7/ 25 = 28% 0/ 25 = 0%
0/ 25 = 0% |
17 128ms 7/ 25 = 28% 0/ 25 = 0%
1/ 25 = 4% |
18 133ms 8/ 25 = 32% 0/ 25 = 0%


Traceroute Instructions (Mac)

Apple™ computers have a program called Network Utility that you can use to run a Traceroute to check your network connections. To use this program, please follow the steps below:

  1. Open the Utilities folder.
  2. Open the Network Utility folder.
  3. Open the Applications folder.
  4. Select the Traceroute tab.
  5. Type in the server IP provided in-game by typing the command /IP while playing on your server.
  6. Click Trace.

 

Here is an example of what a bad connection looks like:

traceroute to 64.25.33.55 (64.25.33.55), 64 hops max, 72 byte packets
1 172.31.99.1 (172.31.99.1) 14.249 ms 13.115 ms 10.990 ms
2 10.239.37.1 (10.239.37.1) 13.056 ms 19.507 ms 12.280 ms
3 tge7-2.austtxc-er01.texas.rr.com (66.68.2.209) 100.128 ms 110.216 ms 100.775 ms
4 tge0-8-0-3.austtxa-cr01.texas.rr.com (24.27.12.198) 150.968 ms 175.907 ms 155.816 ms
5 agg22.dllatxl3-cr01.texas.rr.com (24.175.41.46) 201.319 ms 205.767 ms 220.511 ms
6 107.14.17.136 (107.14.17.136) 60.023 ms 80.178 ms 75.703 ms
7 ae-3-0.pr0.dfw10.tbone.rr.com (66.109.6.209) 500.357 ms 575.306 ms 525.515 ms
8 xe-8-1-2.edge9.dallas1.level3.net (4.30.74.181) 650.483 ms 644.035 ms 655.784 ms
9 ae-2-70.edge2.dallas1.level3.net (4.69.145.75) 378.584 ms 350.830 ms 400.053 ms
10 4.59.197.34 (4.59.197.34) 180.273 ms 201.157 ms 202.318 ms
11 64.25.32.9 (64.25.32.9) 80.779 ms 60.838 ms 51.980 ms
12 64.25.32.26 (64.25.32.26) 34.341 ms 30.871 ms 26.304 ms
13 64.25.32.82 (64.25.32.82) 26.120 ms 24.142 ms 18.389 ms
14 * * *
15 * * *


Here is an example of what a good connection looks like:

traceroute to 64.25.33.55 (64.25.33.55), 64 hops max, 72 byte packets
1 172.31.99.1 (172.31.99.1) 4.249 ms 1.115 ms 0.990 ms
2 10.239.37.1 (10.239.37.1) 13.056 ms 9.507 ms 12.280 ms
3 tge7-2.austtxc-er01.texas.rr.com (66.68.2.209) 10.128 ms 11.216 ms 8.775 ms
4 tge0-8-0-3.austtxa-cr01.texas.rr.com (24.27.12.198) 17.968 ms 20.907 ms 15.816 ms
5 agg22.dllatxl3-cr01.texas.rr.com (24.175.41.46) 21.319 ms 15.767 ms 27.511 ms
6 107.14.17.136 (107.14.17.136) 20.023 ms 22.178 ms 16.703 ms
7 ae-3-0.pr0.dfw10.tbone.rr.com (66.109.6.209) 21.357 ms 15.306 ms 16.515 ms
8 xe-8-1-2.edge9.dallas1.level3.net (4.30.74.181) 23.483 ms 17.035 ms 15.784 ms
9 ae-2-70.edge2.dallas1.level3.net (4.69.145.75) 19.584 ms 20.830 ms 20.053 ms
10 4.59.197.34 (4.59.197.34) 18.273 ms 21.157 ms 22.318 ms
11 64.25.32.9 (64.25.32.9) 19.779 ms 20.838 ms 21.980 ms
12 64.25.32.26 (64.25.32.26) 17.341 ms 16.871 ms 16.304 ms
13 64.25.32.82 (64.25.32.82) 16.120 ms 24.142 ms 18.389 ms
14 * * *
15 * * *

 

Additional information on using Network Utility can be found here.

 


Disconnects

If you are experiencing a complete disconnection from the game servers, please try the following:

 

Disabling Background Processes
In addition to the suggestions above, disabling the processes that are running in the background can help solve a multitude of problems including connectivity issues.

To do this, you can use a Windows® command called MSCONFIG.

 

Important Note: If you need a specific application to run with Windows® but still want to use MSCONFIG, you can follow the instructions below and re-check any application that needs to start with Windows®. Programs you may want to do this for include:

  • Wireless Connection Software
  • Mouse or Keyboard Applications
  • Security Applications
    • While we do suggest temporarily removing security software, we do not recommend running your machine without a security application. Please only disable or remove security software as a temporary troubleshooting step.
    • Note: Disabling the running processes through this method does not guarantee that security software will be affected.

 

For Windows XP, Vista, 7:

  1. Press and hold the Windows® and R keys at the same time (this should open the Run dialog box).
  2. Type MSCONFIG and click OK (this should open the System Configuration Utility window).
  3. Click on the Services tab and check the Hide All Microsoft Services checkbox near the bottom. Do not continue unless the box is checked.
  4. Click Disable All.
  5. Click the Startup tab and click Disable All.
  6. Click OK and restart your computer.
  7. Once Windows® is back up, do not start any other programs and try the game again.

 

For Windows 8:

  1. Open the Windows 8 menu and type in MSCONFIG.
  2. Left click on System Configuration (this should open a new window called System Configuration).
  3. Click the Services tab.
  4. Click on the Services tab and check the Hide All Microsoft Services checkbox near the bottom. Do not continue unless the box is checked.
  5. Click Disable All.
  6. Click the Startup tab and click Open Task Manager (this will display a list of all the applications you have set to start when Windows first boots up).
  7. Right-click on these applications one by one and select Disable.
  8. Once completed, click Ok to save your changes. You will then be prompted to reboot your PC. Once you return to Windows, try connecting again.

 

Re-enable Running Processes

To re-enable all of the processes that we disabled:

  1. Follow steps 1 and 2 above.
  2. Go to the General tab and select Normal startup.
  3. Click OK and restart your computer for the changes to take effect..

 

Further Testing

If the steps above resolved the issue, it means that another process or the number of processes running is causing a conflict.

 

If you would like to determine the specific process that was causing the interference, you can repeat the process above, re-enabling only a few processes at a time, until you encounter the error again. When this happens, disable the process that was last selected and try adding another one. If it works, then you have identified the problem. If it doesn't, the problem is probably related to the number of processes that are running.

 

If you still need help, you can submit a request to our support team.

 

 

    Have more questions? Submit a request