Help
Regional FlagTime Warner Instance Load Screen HangingSource
avatar
Anikandy
Target Source
#1 - 2010/12/19 05:10:17 PM
Hi, I've looked through many threads with similar issues and have tried many of the 'fixes' including but not limited to http://us.battle.net/wow/en/forum/topic/1020824261.

It's been more than a week now so I figure I try posting this and see if someone has something that works.

My game runs perfectly fine outside of any encounter of a load screen. Any time a load screen occurs there is an arbitrary chance that the game will just hang, I might even hear the sound effects from the next zone but it would be stuck at the load screen. During general play it's not an issue, and dungeons are fine until a wipe occurs which involves having to encounter the load screen when corpse running. It's especially 'unplayable' and annoying when trying to do arena matches because of how frequently a player has to encounter an unreliable load screen that could potentially cause yet another forced alt-F4/relog.

The hang basically looks like a load screen with the blue progress indicator completely filled.

This persists even when cleaning out the WTF Interface and Cache folders. As well as on fresh reinstalls of the OS and game itself on multiple computers.

Being that every test has been done on the same internal network, I understand someone would be quick to blame a router. If you're going to blame my e1000 router, tell me about some PROVEN settings on it that cause this kind of issue.

avatar
Support Forum Agent
Target Source
#48 - 2011/01/01 08:30:30 PM
I believe that this is probably related to the 'Hanging at load bar at log on' issue, but it is possible that they do not have the same root cause. If you prefer having your own thread for this issue, you can use this one to post info, but please do not post here if you are unable to log on to the game, at all. That will make data collection much more difficult.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#52 - 2011/01/01 10:25:11 PM
01/01/2011 12:54 PMPosted by Shadowstryke
I have been having this problem for like 9 days now, i have been posting on another forum and the blues said that the problem was fixed but its still doing the same thing, any time i get a load screen, coming in or out of a dungeon, or in and out of pvp or game, i get a load screen freeze, its really impossible to play at this point, im fet up with it to be honest. fix this or im done with wow.

There was a specific issue with one ISP a few days ago that was resolved, but this issue is continuing to affect a small number of accounts scattered across many ISPs.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#133 - 2011/01/04 02:59:18 PM
01/01/2011 6:05 PMPosted by Elwara
I believe that this is probably related to the 'Hanging at load bar at log on' issue, but it is possible that they do not have the same root cause. If you prefer having your own thread for this issue, you can use this one to post info, but please do not post here if you are unable to log on to the game, at all. That will make data collection much more difficult.


Is there a sticky already related to the 'Hanging at load bar at log on' issue or could you please point out where we can find further information on how to solve or what work is being done to solve this issue?

For me, the issue is certainly hit or miss but always the same symptoms. First of all there is no lag experienced in game at all. Whenever a loading screen comes up between continents or a dungeon there is a good chance (50%+) the load bar will fill up to 100% but I will remain at the loading screen. My guildmates say that I am in the zone and doing idle animations. I can hear the music for the zone. This can happen on initial login after a complete exit from the client as well as after a clean reboot of the system. It will also occur while switching toons. The worst, however, is switching from Azeroth content to a dungeon and vice-versa. This makes releasing and running back in a crap shoot.

Once the bar reaches full I can either wait approximately 2 minutes to be disconnected or am forced to close WoW

My hunch is that this is somehow related to interim patch information. 100% of the time if I experience this issue, close WoW, and start up the launcher it says it is applying non-critical updates. If I wait for everything to apply the game functions fine until the next set of non-critical updates is made available. I tested this out by logging out and logging in repeatedly and changing zones while "World of Warcraft is up to date." At this point I will not start WoW until I see the "World of Warcraft is up to date" message yet there appears to be something to apply every 1-2 hours.

The hanging at load bar on logon thread is here: http://us.battle.net/wow/en/forum/topic/1406222523?page=1

This thread is for people able to log on fine, but who get hung at the load bar when zoning into instances or battlegrounds.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#175 - 2011/01/06 03:47:48 PM
01/03/2011 3:10 PMPosted by Kidrista
Bump for the thread that most accurately describes the problem I have been having since the release of cataclysm. I do not have login hangs/disconnects, I do not have random DC's with no lag, I am always able to log in to a character from a fresh restart of WoW.

Also
Realm: Kargath
Battlegroup: Vindication (since I seem to be connecting to other realm servers in the battlegroup during LFD groups)

Thread participants by battlegroup and Datacenter
Anikandi - Vindication - Chicago
Preskool - Rampage - Chicago
Baean - Ruin - Chicago
Andara* - Whirlwind - Phoenix
    (*Symptoms do not match thread context, describes load disconnects between zones, i.e. tram; total of 3 times, this thread is for LFD/BG loading screen hangs/DC's, I run upwards of 3 times a day)

Nezzaku - Vindication - Chicago
Zyndy* - Emberstorm - Phoenix
    (*Wrong thread, user cannot logon at all)

Eiluria -- Trolling
Vodkuh - Vindication - Chicago
Carpecervisi - Rampage - Chicago
Failbait - Bloodlust - LA
    (says "very similar"; only the last couple days and ties it to a lowerping service /shrug)

Anario - Rampage - Chicago
Biohazard* - Rampage - Chicago
    (Wrong thread; user cannot log on at all)

Gentle - Shadowburn - Chicago
Cinnabons - Vindication - Chicago
Dominor - Rampage - Chicago
    "Bump... I've been experiencing this exact issue since Cata launched.
    Not shortly before.
    Not shortly after.
    Midnight, launch day" - this is the thread

Cloud - Shadowburn - Chicago
LopSop - Vindication - Chicago
Goatsy* - Vindication - Chicago
    (* Wrong thread, cannot log on to one character)

Awlnatural* - Cyclone - LA
    (*wrong thread I think "arbitrarily DC while playing" )

Krotus - Ruin - Chicago
    (Not sure about this one)

Killrog - Bloodlust - LA
Gotyerback - Cyclone - LA
    I think he's talking about general loading not random dungeons

Bonechewer* - Reckoning - LA
    (*Wrong thread, can't log on to a single character)

Kanterson* - Shadowburn - Chicago
    (*I can't tell he quotes the sticky, but the sticky doesn't match the symptoms)

Baffledz - Vindication - Chicago
Astareth* -
    (*Wrong thread, user cannot log on at all)

Devany - Vindication - Chicago
    Not sure

Neofalcon - Rampage - Chicago
Sibrina - Vindication - Chicago
Mec - Shadowburn - Chicago
Shadowstryke - Ruin - Chicago
Orf - Nightfall - NY
Uthor - Rampage - Chicago
Tigerlilly - Vindication - Chicago
    Not sure

Sonofsab - Bloodlust - LA
    Not sure

Auren - Ruin - Chicago
Elwara - Vindicatio - Chicago
    Not sure

Ohlreic - Ruin - Chicago

I'd keep going but I think it's pretty obvious where I'm going with this, almost all the users who have the same symptoms are tied to the Chicago Servers. I'm pretty sure that the few that aren't are posting in the wrong thread because they think their case is similar somehow.

This is an extremely helpful post, Kidrista, it saved me a lot of time. :)

I apologize for the lack of updates recently; I have been exceedingly busy working on these issues behind the scenes. I am in the process of gathering data to provide to our server engineers, as well as working with some of the more technically inclined people exploring further options. We are actively looking at these problems.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#178 - 2011/01/06 04:38:15 PM
01/05/2011 11:04 PMPosted by Snusone
I am keeping this thread bumped. Please sticky this. The problem in this thread is not related to any of the stickies you currently have.

This is not a high latency thread.

This is not a cannot load into any character thread.

This is not a constant disconnects thread.

Please listen to us.

We have been, Snusone. I have been meaning to sticky this particular thread for tracking purposes. We are working on it. :)
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#179 - 2011/01/06 04:42:44 PM
I am going to be looking at gathering some packet captures from people experiencing this issue. The setup that I am looking for is the simplest possible and will require downloading and running Wireshark. No wireless, no router, software firewalls temporarily removed, all drivers up to date, etc. This is just to provide a clean environment for testing purposes. If anyone is interested in assisting me with this, please email me at [email protected] I am currently sorting through posts looking for other good candidates.

You will also, obviously, have to be using Time Warner or a subsidiary and connecting to the Chicago DC.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#190 - 2011/01/06 11:50:27 PM
01/06/2011 1:23 PMPosted by Graved
You will also, obviously, have to be using Time Warner or a subsidiary and connecting to the Chicago DC.


I have this exact same issue connecting to Windrunner which is in the LA data center. I am using TWC in Kansas City.

I can definitely help with Wireshark traces. I have recently rebuilt my PC with a fresh install of Windows 7 to rule out it being an OS issue.

I'd love to see what you have to send, sure. :)

The vast majority of people reporting this are going to the Chicago DC, but I have seen one or two verified reports of instance zoning to the LA DC. Any more data would be appreciated.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#246 - 2011/01/08 03:04:13 PM
01/07/2011 8:05 PMPosted by Martan
Bump, I'm in the same boat as many others here.

Shocker...wait for it....Northern NY, TWC customer, Aggramar (Chicago server).

Only problem I seem to have is zoning in/out of instances. Sometimes it works, sometimes I freeze on loading bar.

I've spent some time on the phone and testing with TWC, they swear my line is fine.

I've also checked my addons/system/drivers/run WoW repair,etc.

Any more offical news from you Blue folks? Ideas of what the problem might be and a timeframe for resolution?
I do not, unfortunately, have an ETA on this as of yet. Thank you for all the emails sent in to this point. We are still determining the necessary sample set and insuring the control group is set up properly. All the data to date has been very helpful.

Again, we truly appreciate all your patience and cooperation so far. We are steadily working on these issues.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#325 - 2011/01/11 07:15:49 PM
01/08/2011 2:25 PMPosted by Wiimark
EDIT: it still wouldnt let me send the full diagnostics (rejected by server) but i was able to capture it again in less time happening again in tolvir with extreme lag when engaging in alliance killing outside.. going to try and send that

I did, indeed, receive your pcap. Thank you for your submission.

I am still looking for a few more candidates to provide a large enough cross-section to give an accurate picture of what is happening. Please email me @ [email protected] for further details, if you are interested in helping us get this issue resolved.

Thank you to all who have already responded. :)
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#327 - 2011/01/11 08:11:54 PM
01/11/2011 11:08 AMPosted by Shrymp
I could understand Blizzard's nonchalance when it comes to things that are just plain nuisances...

BUT...

[u]Make no mistake that this is affecting people's IN-GAME situation, e.g. Arena rankings when loading screens fail; raiding; and if you time out and get kicked from an instance group, you have to wait another 40 minutes to get in! That's REAL-LIFE wasted time.[/u]

Due to both the regional and ISP-specific nature of this issue, there is not really anything we can change on our side that would affect this issue, as I am sure everyone has already figured out. If 95% of the reports are for just one ISP going to one data center, it is almost always an issue with something along the route. There are exceptions, but that is why we are diligently investigating every claim. The more data we have, the better.

At this point there is no telling where, exactly, the problem lies, but we are in daily contact with all parties concerned to assist in isolating and resolving the issue. The data I am collecting is to assist us in providing the most detailed data possible directly to our provider and the ISPs in question. Armed with that information, this issue should be fixed promptly.

Technically, we are not the 'customer of record' for any local ISP, so contacting them can be rather convoluted. Blizzard is just trying to be your advocate in this matter. :)

Once contact is established, however, we have found everyone we have worked with over the past few months to be prompt, professional, and very interested in exploring resolutions. Fixing problems such as these usually requires a two-pronged attack, as data from both sides needs to be collected and analyzed.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#415 - 2011/01/14 05:20:16 PM
Wait, wait, wait. You are trying to tell me that if a mutli-billion dollar company calls up my ISP, the operator is just gonna say "You are not the account owner" and hang up?

Essentially, yes.

Although there is a bit of professional courtesy, they are under no obligation to work directly with us. We are doing our best to be an advocate for our customers and are in contact with quite a few ISPs, but there are a couple who have not responded at all to our contact attempts. While disappointing, they are not contractually obligated to do so, so the best we can do is continue trying.

At the same time, we are actively investigating this issue internally to see what can be done from our side, as well.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#509 - 2011/01/19 05:21:29 PM
We are interested in finding a couple people to work with to actively test latency and disconnections during peak hours. This will involve a few phone calls at peak times (~8pm Eastern) for some in-game testing and routing and latency tests.

If you feel that you are having reproducible excessive in-game latency (with or without disconnects) and are willing to run through a few troubleshooting steps (bypassing wireless and routers and firewalls), please email the details of your symptoms with a link to your pertinent forum posts to fo[email protected] attn: BrianI. Please make sure to email from the email address associated with your Battle.net account.

We will try to contact everyone back even if we pick others for our test, but at times the response to a query like this is a bit overwhelming, and we may be a bit constrained for time.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#522 - 2011/01/19 10:32:43 PM
Actually, the post is a copy and paste from here: http://us.battle.net/wow/en/forum/topic/1827524200?page=27#528

There have been many people cross-posting in threads with different issues, so isolating an issue based upon someone posting 'me, too' isn't too effective, unfortunately. What we are looking for is technical people with a reproducible issue (and yes, some people are able to reproduce it often enough for our purposes) so that we can work further with them.

Out of curiosity, do you HAVE to die for this issue to occur? What if you just zone in and out of the instance multiple times?
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#544 - 2011/01/20 04:06:59 PM
01/19/2011 3:48 PMPosted by Westvleteren

Out of curiosity, do you HAVE to die for this issue to occur? What if you just zone in and out of the instance multiple times?


Hi Brian,
I'm one of the people who have been sending you wireshark traces. Those I have sent (as explained in the e-mails) did not involve deaths (just me walking in and out of stonecore) and were consistently reproducing the loading bar hang. However, during raids I can attest that it can happen when zoning after death, either after release or when entering back into the instance as a ghost.

I figured that was the case for most people (not much reason to zone in and out if you didn't die, usually), but I wanted to make sure. :)
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#563 - 2011/01/21 03:44:51 PM
01/20/2011 4:56 PMPosted by Silthion
Hey all. A guildie told me about this post on another site. I don't know if it means anything or helps, but it might.

http://community.virginmedia.com/t5/Broadband-down-your-phone-line/World-of-Warcraft-Issues-Updated-10-12-10/m-p/161857

I'm e-mailing this to you, Brianl.

Actually, if you read further down that post, it seems that the issue in that case was the traffic management system. :)

It is interesting that this problem seems to be as pernicious as ever. The people who were experiencing only latency have reported that their issues seem to have been improving over the past two or three days. Please rest assured, we are still actively investigating this issue. In the meantime, thank you for your continued reports of these problems.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#571 - 2011/01/22 12:12:33 AM
01/21/2011 3:20 PMPosted by Darktide
So I reliably reproduced this issue four times last night between 8:19 PM and 9:04 PM EST. Today while on the phone with tech support as well as an hour after I have not been able to reproduce this issue again.

Has something changed in the last ~20 hours?

Yes, actually.

I will let you know more soon, if I can. :)
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#586 - 2011/01/22 02:50:56 PM
01/22/2011 1:48 AMPosted by Mikitii
I can't log into any of my characters without CONSIDERABLE struggle. Some times it has taken more than half an hour's worth of login attempts before the system FINALLY lets me in. Queueing for heroics or entering raid instances is always a nightmare, as I can never know if or how long I'll have to deal with loading screen issues. I've actually been a part of a couple of raids that ended when my equipment broke, because in my attempt to zone out and go repair, I got trapped in loading screens.

I'll gladly submit any and all information I can, as I really want to experience the success other people are having in this thread.

I believe that you are looking for this thread over here: http://us.battle.net/wow/en/forum/topic/1406222523?page=1

Please try to keep this thread as clean as possible (only people using the ISP listed experiencing hangs at the loading bar). We are trying to monitor the problem to see if the problem has been resolved after some changes were made.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#590 - 2011/01/22 08:59:15 PM
01/22/2011 7:42 AMPosted by Sibrina
No issues all night long.


For others that are still disconnecting, the fix was implemented by twc, it really does appear that it was their issue. I'm sure there are more isolated issues, and ones involving other ISPs, so I'm sorry if you are still experiencing it and all I can do is wish you luck :)

Thank you again, Brian, for the struggle and keeping us posted.

Always happy to help. :)

I am going to leave this thread stickied for a few more days to continue monitoring this particular issue. If you notice problems still occurring, please feel free to post specifics about what was happening (what instance, bg, or arena you were trying to zone into, what realm you were on, etc.).
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X

avatar
Support Forum Agent
Target Source
#618 - 2011/01/25 06:18:41 PM
01/24/2011 12:26 PMPosted by Cerecman
since the fix went thru now comcast and rogers customers are having problems, i think rogers was having some issues before, but i didnt until AFTER this whole TWC thing, just since like friday or so ive had issues.

Since all work done to resolve this issue was external to Blizzard's network, nothing that was done should have affected Comcast or Rogers, specifically. If you are having issues of this nature, I would strongly suggest calling your ISP or opening a new thread to track that unrelated problem.
________________________________________________
Account and Technical Services || Tues - Sat 645 - 1545 PST
Not seeing a resolution on the forums? Contact a Support Rep directly! - http://us.blizzard.com/en-us/company/about/contact.html

Experience is simply the name we give our mistakes.
Like the post? Comments or suggestions? Submit a survey here, please - http://www.surveymk.com/s/RMW9Y6X