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OCE Network Diagnostics Update

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ToxicHawk

Lead Live Technician - Oceania
Follow ToxicHawk on Twitter

08-27-2014

Summoners,

We have been collecting data from the Network Diagnostic Tool thread, and I wanted to share what we have learned so far. Thank you to the 200+ summoners that have submitted a report.

The data helped us identify various areas we can improve the quality of service for you.

The most reported issue (27%) is related to the firewall issue after champ select, and 87% of those issues were players using TPG as their Internet Service provider (ISP).

This isn’t to say we aren’t looking at players on other ISPs, but this was the most prominent to start with. We were also able to identify a large portion of players that were having lag issues and we have looked further into why that is occurring.

Based on feedback and the reports we have analyzed from the first tool, we have made improvements and implemented Version 2.0 (http://oce.leagueoflegends.com/tools/network-logs (http://oce.leagueoflegends.com/tools/network-logs)).

Here is a deeper dive into some of the data:

  • Approximately 27% of all submissions were related to firewall issues after champion select and from that 27%, 87% were all related to players on TPG.
  • A further 27% of the total reports received were related to lag issues
  • The remaining 46% were for various issues such as disconnects, login errors, etc.

Firewall Error after Champ Select

With a large amount of players reporting from the same ISP, the Live Services Team at Riot OCE are working with TPG to implement a solution we believe may resolve this issue. In saying that we do know things don’t always go to plan and work exactly as predicted so once everything is in place, we will be monitoring our proposed solution carefully to keep track of its success.

Lag related Issues

Lag is an ongoing point of contention, with many online services, that we are continually working to improve. Throughout our analysis of your trace routes, we found some great information to assist you in further troubleshooting.

Firstly I would like to give a little context into what a trace route is and what we are looking at.

What is a trace route and what should a normal trace look like?

I’m glad you asked!

A trace route is a way to display the network path your internet connection takes when going from your computer to a particular server, for example League of Legends game servers. This tool also measures the delay, in milliseconds, that a packet takes to get to each cross road (or hop) in the path and back to your computer. The higher the time the longer it takes and as such the higher chance of lag.

Now what does a normal trace route look like? Below is an example of a trace route with a normal route path.

Tracing route to 103.240.226.249 over a maximum of 30 hops

1 <1 ms <1 ms <1 ms router.belkin [192.168.2.1]
2 13 ms 13 ms 12 ms syd-sot-ken2-bras4-lo-20.tpgi.com.au [10.20.22.74]
3 13 ms 13 ms 13 ms 202-7-214-138.tpgi.com.au [202.7.214.138]
4 17 ms 17 ms 15 ms 203-29-129-133.static.tpgi.com.au.129.29.203.in-addr.arpa [203.29.129.133]
5 20 ms 15 ms 14 ms 59-100-203-73.syd.static-ipl.aapt.com.au [59.100.203.73]
6 18 ms 17 ms 17 ms lag41.sglebinte01.aapt.net.au [202.10.14.199]
7 * * * Request timed out.
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.


The “Request timed out” does not necessarily mean there is an issue; it simply means the routes at each of those hops is setup not to respond to your request.

The first hop in this trace is the connection from your computer to your home router. This should be less than 1ms (<1ms). From the second hop onwards you are (generally) out on the internet, so the time it takes will increase a little. As you can see by the information above we are hovering around the 13ms mark for each hop, reaching a maximum of 18ms in hop number 6.
This trace route is great and the player should have no issues regarding lag.

So what does an abnormal trace route look like?

Well to be honest it will look very similar with the exception of some of the hop times.
For example:

Tracing route to 103.240.226.249 over a maximum of 30 hops

1 1 ms 1 ms 2 ms BoB.iiNet [10.1.1.1]
2 359 ms 362 ms 362 ms nexthop.wa.iinet.net.au [203.215.5.243]
3 455 ms 420 ms 458 ms ae7.cr1.per1.on.ii.net [150.101.33.120]
4 434 ms 420 ms 469 ms ae1.cr1.adl6.on.ii.net [150.101.33.36]
5 420 ms 472 ms 439 ms ae4.br1.syd7.on.ii.net [150.101.33.34]
6 445 ms 498 ms 479 ms ae0.br1.syd4.on.ii.net [150.101.33.14]
7 * * * Request timed out.
8 * * * Request timed out.


As you can see from the trace route above the first hop looks fine, less than 1ms to the route. Awesome! However once we get to the internet we start to see some issues. Hop 2, shows a large increase in time, 359ms and it just goes up from there.

What does this actually mean? To be straight up front, it means the time it takes a packet of data to go from your router to the ISPs first connection (or hop) for you is a long time, which is not good, especially when you’re trying to play games.

Another example:

Tracing route to 103.240.226.249 over a maximum of 30 hops

1 7 ms 99 ms 98 ms BigPond.BigPond [10.0.0.138]
2 198 ms 32 ms 30 ms 172.18.212.5
3 892 ms 720 ms 710 ms 172.18.69.117
4 28 ms 29 ms 30 ms 172.18.117.161
5 28 ms 35 ms 29 ms 172.18.117.170
6 29 ms 30 ms 30 ms bundle-ether4.cha-edge901.brisbane.telstra.net [203.50.44.40]
7 30 ms 30 ms 32 ms bundle-ether6.cha-core4.brisbane.telstra.net [203.50.11.140]
8 398 ms 184 ms 47 ms bundle-ether11.ken-core10.sydney.telstra.net [203.50.11.72]
9 42 ms 48 ms 47 ms bundle-ether1.ken-edge902.sydney.telstra.net [203.50.11.97]
11 46 ms 46 ms 46 ms ten-1-0-0.bdr03.syd04.nsw.VOCUS.net.au [175.45.72.73]


When you look closer you will see the very first hop from the computer to the internal router is nearly 100ms. This is an extremely long time to go from your computer to your router.

Now that we have a general idea of what a trace route is and what we are looking for I wanted to share some statics we found from the reports we received and a quick check list you can do to help diagnose the problem.
  • Refresher on the stats - 27% of all the reports we received were related to players getting lag.
  • Of that 27%, 56% of the reports are players getting high latency from their computer to their own router, before they even got to the internet. (The example just above this)
  • The remaining 44% can be broken down to various ISP and server related issues.
  • What can you do to help diagnose where the problem is?
  • So we have a few quick little tasks you can do to help find where your issue lies.
  • Make sure you don’t have any downloads or uploads running. This uses part of your allocated bandwidth and as such congests your connection.
  • Restart your computer and router. At times both of these devices can get overloaded and just need to be cleared up.
  • Complete a trace route to 103.240.226.249 and take a look at the time it takes for your data to reach:
    1. Your router - If this is high you have something causing high connection times inside your home network.
    2. The different hops in the route path – High hop times could indicate the route your connection is take co
    uld be experiencing issues. This could be an ISP related problem or a bad path.
  • If you are using wifi - connect with a cable to see if this improves the situation
  • Disable any proxy or VPN service you may be using.

Now that all the technical information is out of the way, I wanted to thank everyone that has reported an issue using the Network Diagnostic Tool. All the information provided has helped us identify constant points of pain and work towards solutions.

With that being said I am taking this opportunity to close down version 1 of our tool. It was a good, simple little form but in all honesty it could be better.

We are now using an updated version here: Network Diagnostic Tool (http://oce.leagueoflegends.com/tools/network-logs) 2.0(http://oce.leagueoflegends.com/tools/network-logs (http://oce.leagueoflegends.com/tools/network-logs)).

This new tool has a small group of questions to answer and a network diagnostic script (for PC and MAC) that will gather various pieces of information, in an effort to assist us in resolving your pain.

We love hearing your feedback, so please leave a comment below, ask questions and the Live Team will be around to help out.

-ToxicHawk


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Timothy Wong

Junior Member

08-27-2014

Thanks for your efforts!


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Joleh

Junior Member

08-27-2014

Thank god the firewall error after champ select was a pain. Lost my promos twice because of that. Thanks for the help riot!


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ToxicHawk

Lead Live Technician - Oceania
Follow ToxicHawk on Twitter

08-27-2014

Quote:
Timothy Wong:
Thanks for your efforts!


Seriously thanks to everyone for not only putting up with the pain while we investigate, but to the 200+ summoners that helped by completing the Diagnostic Form. GG!!


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Alagai

Junior Member

08-27-2014

Might be an idea to ZIP your little tool as i can foresee a lot of browsers/anti-virus programs preventing people from downloading it as .bat files are usually not trusted.


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ToxicHawk

Lead Live Technician - Oceania
Follow ToxicHawk on Twitter

08-27-2014

Quote:
Alagai:
Might be an idea to ZIP your little tool as i can foresee a lot of browsers/anti-virus programs preventing people from downloading it as .bat files are usually not trusted.


I was considering that, but I did test with a few different browsers and AV programs and didn't run into any major issues.
But I will keep that in mind and look at some changes if required.

-ToxicHawk


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iNoob

Member

08-27-2014

Quote:
Riot ToxicHawk:
I was considering that, but I did test with a few different browsers and AV programs and didn't run into any major issues.
But I will keep that in mind and look at some changes if required.

-ToxicHawk


i cant get onto LoL the client doesn't even get to the play box


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AlphaCueSlowly

Senior Member

08-27-2014

Ay,
First off, good job!

I have absolutely no bloody idea what's written above, but it looks complicated so i'll take that. As a player, i'm affected by issues that occur in LoL but i really haven't done much to make it any better. If there's anything you need, feel free to ask.

I'm starting to help out with support tickets - but if there's anything, just gotta ask. I'm sure plenty of people will help. Including me.

Keep up the good work!


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Zaitheus

Member

08-27-2014

God Bless you Riot!


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Riot Zaps

Oceanic Live Technician

08-27-2014

Quote:
Kingcub:
I have absolutely no bloody idea what's written above, but it looks complicated so i'll take that. As a player, i'm affected by issues that occur in LoL but i really haven't done much to make it any better. If there's anything you need, feel free to ask.


If you need any further information about the stuff above to make it easier to understand, feel free to ask away - we're happy to help!

Once again guys, thanks for submitting your information to these tools, it helps us immeasurably to see where issues are actually hitting you, and what we can do to help you out!