You may be asked by support to provide a traceroute log, in case there are network issues preventing the game from functioning normally. Please see below for detailed instructions on how to do this.
I’m playing on PC.
If running the game on PC, unless otherwise asked you should use WinMTR to provide us with information. Here is how to do this:
- Download WinMTR here: http://winmtr.net/winmtr_download/
- Right-click the downloaded file and choose “Extract All”.
- In the folder that appears, open WinMTR-v092 (the number might vary) -> WinMTR_x64 -> WinMTR.exe.
- In the “Host” field, enter the IP address of your server:
- For US1: 188.8.131.52
- For US2: 184.108.40.206
- For US3: 220.127.116.11
- For EU1: 18.104.22.168
- For EU2: 22.214.171.124
I’m playing on mobile.
If on mobile, you can use a traceroute app to get the same information. There are many free apps available, such as these:
If you would prefer to use another app, make sure you use one that provides information on packet loss as this is important for us to troubleshoot issues.