Latency and stability issues

High ping and unstable connections are almost always caused by the network route between your players and our edge. To find and fix the problem, we need real data, not just a report that "the ping is high". The more detail you give us up front, the faster we can trace it.

Before we investigate

We need at least 3 players who see similar issues, and each of them should send a traceroute (and any other useful details). A single report is not enough to tell a route problem apart from a local one.

How to gather information

Run a traceroute

A traceroute maps the path a connection takes across the internet and shows where it slows down or breaks.

Each affected player should do this:

1. Open a command line (Command Prompt on Windows, Terminal on Linux/Mac).
2. Run the command for their system:
   • Windows: tracert anycast.neoprotect.ovh
   • Linux/Mac: traceroute anycast.neoprotect.ovh
3. Wait for it to finish listing hops. On Windows this can take a little while.
4. Send a screenshot of the result in your ticket.