i've received an email from a GM. hopefully it can help someone who has the same problem .
"Hello,
Thanks for contacting Blizzard Technical Support, my name is Jon. I was able to look over your trace route, however I did not see any issues along your connection. If you are still having trouble with connectivity to the World of Warcraft game servers, the steps below are good for troubleshooting this. You may have already tried some of these steps, but please confirm you have tried them all. These suggestions are known to resolve connection issues for many players.
NOTE: If somebody has your account name/password and attempts to log in; you will be disconnected. If you suspect that somebody has your account name/password; please contact our Billing and Account Services Department. Billing representatives are on hand to take your call Monday through Friday between 9am and 6pm PST, at 1-800-59-BLIZZARD (800-592-5499). Customers in Australia should call 1-800-041-378.
Step 1. Check the Realm Status Please go to the World of Warcraft Realm Status Forum - http://forums.worldofwarcraft.com/board.html?forumId=11113&sid=1 and check the status of the game servers before continuing to more advanced troubleshooting steps. If the servers are indicated as being unavailable, please try your connection again at a later time. If the page indicates that the realms are available, or if you cannot reach the page to check the status, please continue on to the next step.
Step 2. Configure your Firewall and/or Router Firewalls and routers are designed specifically to control your computer's incoming and outgoing connections. You may need to set up these security features to allow access to the game servers. If these are not set up correctly, the firewall or router may prevent you from connecting to World of Warcraft. You may also want to try bypassing the router by connecting directly to your modem with an Ethernet or USB cable. This is only a troubleshooting step and may help isolate where the connection problem is occurring. If you have any firewall software please try uninstalling it temporarily. Please only do this if you have a backup copy available. This will let you know for certain if there is an issue with the firewall blocking the connection. Most firewalls when disabled will keep blocking information so the uninstallation is necessary for most types of firewall software. For the Windows XP firewall, you will only need to disable it because you are unable to uninstall it. If the issue seems to be resolved by doing this the firewall was not properly configured.
Please see this page for port information and advice on setting up your firewall/router for World of Warcraft:http://www.blizzard.com/support/wow/?id=aww0790p
Step 3: Power Cycle the Modem and Router If the connection difficulties persist, please Power Cycle your modem and router to reset them and allow them to re-establish a connection to your ISP. Please follow these steps to completely power cycle the devices in your network connection:
- Shut down all computers connected to the modem/router.
- Power down/unplug the router if you use one.
- Power down/unplug the modem.
- Allow to sit for 60 seconds, unplugged.
- Turn on the modem, allow to completely boot up till the front panel connection lights show a steady connection.
- Turn on the router, if you have one, and allow to completely boot up as well.
- Start the computer(s) and allow to completely boot up.
Step 4. Third party program conflicts. Some third party programs can interfere with your connection. Programs such as Xfire, Teamspeak, and Port Magic have been reported as causing some issues. Please try closing all background applications as explained on our support site: http://www.blizzard.com/support/wow/?id=agi0558p
Step 5. Network card issues. There are several drivers that, if out-of-date, could cause issues for broadband users. if you need more help in locating drivers for your hardware or finding the settings listed, please contact the hardware manufacturer or a qualified technician.
* If you access the internet through an external broadband modem, be sure you have the latest firmware and drivers available for your modem.
* If your computer connects to the modem via USB, be sure you have the latest drivers for your motherboard or your USB PCI card.
* If your computer connects to the modem via Ethernet, be sure that your network card has the latest drivers installed.
* Some network cards also have settings that when changed have corrected these types of issues. First, you need to navigate to your network card properties.
1. Click on Start.
2. Click on Control Panel.
3. Double click on the System icon (in Windows XP, you may need to click 'Switch to Classic View' on the left hand side of the screen).
4. Select the Hardware tab.
5. Click on Device Manager.
6. Expand the section labeled Network Adapters.
7. Right click on your network card and select properties.
* If you have a Power Management tab in your network card properties, click it and unselect the "allow the computer to turn off this device to save power" if selected.
* On the Advanced tab, You can also try changing the Speed/Duplex to Force 100 Full Duplex. This has shown to fix these types of issues as well. To do this, go into your computer properties, and then into your device manager. Locate your network card, and go into the properties for it. click on the advanced tab, and you should see a list of items. One of them should be Speed/duplex settings. Change this to Force base 100 Full duplex. If you have an older router or hub you may need to use base 10 full duplex.
* You may also have a Checksum Offload property on the Advanced tab, if so you can try choosing to disable that option.
Step 6. Disabling the Background Downloader
You may need to disable the Blizzard Background Downloader to improve your gameplay performance. Instructions for doing so can be found here: http://www.blizzard.com/support/wow/?id=aDisplay01996p
If none of these steps helped, please let us know exactly what error message you are seeing, where in the connection process it occurs and the results of the previous steps.
Sincerely,
Jon D.Technical Support
Blizzard Entertainment
http://www.blizzard.com/support
Feel free to contact me back for help regarding this or other Technical Issues. "
"Hello,
Thanks for contacting Blizzard Technical Support, my name is Jon. I was able to look over your trace route, however I did not see any issues along your connection. If you are still having trouble with connectivity to the World of Warcraft game servers, the steps below are good for troubleshooting this. You may have already tried some of these steps, but please confirm you have tried them all. These suggestions are known to resolve connection issues for many players.
NOTE: If somebody has your account name/password and attempts to log in; you will be disconnected. If you suspect that somebody has your account name/password; please contact our Billing and Account Services Department. Billing representatives are on hand to take your call Monday through Friday between 9am and 6pm PST, at 1-800-59-BLIZZARD (800-592-5499). Customers in Australia should call 1-800-041-378.
Step 1. Check the Realm Status Please go to the World of Warcraft Realm Status Forum - http://forums.worldofwarcraft.com/board.html?forumId=11113&sid=1 and check the status of the game servers before continuing to more advanced troubleshooting steps. If the servers are indicated as being unavailable, please try your connection again at a later time. If the page indicates that the realms are available, or if you cannot reach the page to check the status, please continue on to the next step.
Step 2. Configure your Firewall and/or Router Firewalls and routers are designed specifically to control your computer's incoming and outgoing connections. You may need to set up these security features to allow access to the game servers. If these are not set up correctly, the firewall or router may prevent you from connecting to World of Warcraft. You may also want to try bypassing the router by connecting directly to your modem with an Ethernet or USB cable. This is only a troubleshooting step and may help isolate where the connection problem is occurring. If you have any firewall software please try uninstalling it temporarily. Please only do this if you have a backup copy available. This will let you know for certain if there is an issue with the firewall blocking the connection. Most firewalls when disabled will keep blocking information so the uninstallation is necessary for most types of firewall software. For the Windows XP firewall, you will only need to disable it because you are unable to uninstall it. If the issue seems to be resolved by doing this the firewall was not properly configured.
Please see this page for port information and advice on setting up your firewall/router for World of Warcraft:http://www.blizzard.com/support/wow/?id=aww0790p
Step 3: Power Cycle the Modem and Router If the connection difficulties persist, please Power Cycle your modem and router to reset them and allow them to re-establish a connection to your ISP. Please follow these steps to completely power cycle the devices in your network connection:
- Shut down all computers connected to the modem/router.
- Power down/unplug the router if you use one.
- Power down/unplug the modem.
- Allow to sit for 60 seconds, unplugged.
- Turn on the modem, allow to completely boot up till the front panel connection lights show a steady connection.
- Turn on the router, if you have one, and allow to completely boot up as well.
- Start the computer(s) and allow to completely boot up.
Step 4. Third party program conflicts. Some third party programs can interfere with your connection. Programs such as Xfire, Teamspeak, and Port Magic have been reported as causing some issues. Please try closing all background applications as explained on our support site: http://www.blizzard.com/support/wow/?id=agi0558p
Step 5. Network card issues. There are several drivers that, if out-of-date, could cause issues for broadband users. if you need more help in locating drivers for your hardware or finding the settings listed, please contact the hardware manufacturer or a qualified technician.
* If you access the internet through an external broadband modem, be sure you have the latest firmware and drivers available for your modem.
* If your computer connects to the modem via USB, be sure you have the latest drivers for your motherboard or your USB PCI card.
* If your computer connects to the modem via Ethernet, be sure that your network card has the latest drivers installed.
* Some network cards also have settings that when changed have corrected these types of issues. First, you need to navigate to your network card properties.
1. Click on Start.
2. Click on Control Panel.
3. Double click on the System icon (in Windows XP, you may need to click 'Switch to Classic View' on the left hand side of the screen).
4. Select the Hardware tab.
5. Click on Device Manager.
6. Expand the section labeled Network Adapters.
7. Right click on your network card and select properties.
* If you have a Power Management tab in your network card properties, click it and unselect the "allow the computer to turn off this device to save power" if selected.
* On the Advanced tab, You can also try changing the Speed/Duplex to Force 100 Full Duplex. This has shown to fix these types of issues as well. To do this, go into your computer properties, and then into your device manager. Locate your network card, and go into the properties for it. click on the advanced tab, and you should see a list of items. One of them should be Speed/duplex settings. Change this to Force base 100 Full duplex. If you have an older router or hub you may need to use base 10 full duplex.
* You may also have a Checksum Offload property on the Advanced tab, if so you can try choosing to disable that option.
Step 6. Disabling the Background Downloader
You may need to disable the Blizzard Background Downloader to improve your gameplay performance. Instructions for doing so can be found here: http://www.blizzard.com/support/wow/?id=aDisplay01996p
If none of these steps helped, please let us know exactly what error message you are seeing, where in the connection process it occurs and the results of the previous steps.
Sincerely,
Jon D.Technical Support
Blizzard Entertainment
http://www.blizzard.com/support
Feel free to contact me back for help regarding this or other Technical Issues. "
Edited by
Tent 9 months ago
