Common causes for connection problems

Find out more about common causes of and methods for solving connection problems in this article

In-game bitrate is different from the results of speed tests such as speedtest.net, which by default test the connection to the server nearest to the user

We can’t resolve connection issues with an internet provider, but we can evaluate the quality of the connection in a specific case. To do this, we need the following information:

  • Your region
  • Name of your internet provider and the connection speed
  • Method of connecting your computer to the internet: direct or router (through a cable or Wi-Fi)
  • Game screenshot with streaming information at the moment the problem occurred (bring this up by pressing Ctrl+F1)
  • Screenshot with the results of the WinMTR stats collection


Common recommendations for solving network problems:

If you’re using a router and playing via Wi-Fi

  • Reboot the computer and router
  • Try resetting to factory settings and configuring the router again (consult your provider beforehand)
  • Move the router closer or move your PC closer to the router
  • Temporarily disable file downloads and stop watching videos online (close extra browser tabs)
  • Check the computer with antivirus software such as DrWeb CureIt or Eset Online Scanner
  • Set or change the password for your Wi-Fi spot, since all devices connected to the router use the resources of the same internet connection
  • Change the frequency of the Wi-Fi channel
  • Try using a cable to connect to the router
  • Try connecting to the internet using another router


If you’re using a router and playing through a cable

  • Reboot the computer and router
  • Try resetting to factory settings and configuring the router again (consult your provider beforehand)
  • Replace the cable that connects to the router
  • Temporarily disable file downloads and stop watching videos online (close extra browser tabs)
  • Check the computer with antivirus software such as DrWeb CureIt or Eset Online Scanner
  • If you’re using a router with Wi-Fi, then set or change the password for your Wi-Fi spot, since all devices connected to the router use the resources of the same internet connection
  • Try connecting to the internet using another router


If you’re playing through a cable without a router (the cable goes through the home directly to the computer)

  • Reboot the computer
  • Check the connector (the plastic tip on the cable) and the integrity of the cable in your home. You might need to replace it.
  • Temporarily disable file downloads and stop watching videos online (close extra browser tabs)
  • Check the computer with antivirus software such as DrWeb CureIt or Eset Online Scanner
  • Contact your provider’s support service with the WinMTR stats attached, since their specialists have more information and tools for solving such problems


WinMTR stats collection

For Windows

Download the program at this link, unzip it, and launch WinMTR (if an "Unable to get raw socket” error occurs, right-click on the program icon and select Run as administrator).

In the Host field, enter the following addresses and collect stats one at a time for each of them. You’ll get five results:

  • 92.223.125.74
  • 92.223.102.251
  • 213.152.149.2

Click Start, then let the program run for at least 10 minutes. It’s good to play the game during this time to make sure that the problems with the game appear in the collected stats.

Click Stop to end the stats collection.

For Mac OS X

Mac OS X users can use the built-in traceroute utility.

Make a screenshot with the results of the stats collection and share it with Playkey support.


Evaluating delays and losses on the route to the servers

If you want to analyze the results yourself, then first look at the last line of the route trace.

  • Losses (Loss % column) shouldn’t be more than 1% to 2% at this stage
  • The average packet transit time ("Avrg”) shouldn’t be more than 100 ms; and maximum ("Worst”), more than 400 ms
  • The ideal scenario: zero losses, average ping of not more than 40–50 ms, and minimum ("Best") and maximum ("Worst") differ from average by not more than 50%.

If there are abnormally large packet losses, you can try to establish where they’re occurring by looking at the results from earlier nodes of the route."