Cannot login since few days, after Moira patch

Technical Support
Hi all and hi @Tiogaradh,

as I wrote yesterday on a server issue related tread, I'm unable to login on Overwatch since few days: the last time I've been able to play was before what's called the "Moira Patch".
I decided to open a new thread because this seems totally unrelated to yesterday's outage.

Browsing through the forum I can see I'm not alone in this situation, lots of people are suffering login issues since the patch, and got quickly dismissed with a link to the troubleshooting guide.

Probably it's time to address the situation in a more serious way!

I'm an experienced software developer, with a past as system engineer, so trust me when I say I tried following every troubleshooting guide I found reading the forums. I'm also willing to provide every detail that can be helpful to resolve the situation.

My main home internet connection is based on a WiMax derived proprietary protocol (Eolo ISP), with a public IP assigned via PPoE (not behind an ISP WAN with NAT), 30Mb down, 3Mb up and ~15ms latency. All the required game ports are forwarded from the router to the PC.

I have never had any issues since I bought the game, not a single disconnection or lag, but after the patch release I'm totally cut off from the game.
I have absolutely no problems with other games or services.

I only succeed logging in using my phone as hotspot, but well.. the mobile internet plans are not flat.
Anyway this should exclude any issue with the PC configuration.

A friend of mine, playing Overwatch on PS4, with the same ISP but very far from me and connected to a different antenna, is experiencing the same issues since the Moira patch and like me is able to play connecting the console to the mobile phone hotspot.

Those are the messages displayed on the screen after booting the game from the Battle.net app:
- CONNECTING...
- SEARCHING FOR A GAME SERVER...
- CONNECTING TO GAME SERVER...
- ENTERING GAME...
- Red message LOST CONNECTION TO GAME SERVER and the login form appears.

I'm attaching some traceroutes and pathpings to the EU servers, please ask me any further information that may be helpful.
Looking forward to hearing from you.
Cheers

Info collected on 2017/11/26 from 18:50 to 19:05 CET GMT+1
IP: 78.134.125.125

EU server 1 traceroute:

tracert 185.60.114.159

Traccia instradamento verso 185.60.114.159 su un massimo di 30 punti di passaggio

1 <1 ms <1 ms <1 ms RT-AC68U-BB70 [192.168.0.1]
2 12 ms 8 ms 9 ms eolo-gw.net.ngi.it [81.174.0.21]
3 40 ms 40 ms 37 ms 10.221.4.1
4 54 ms 48 ms 49 ms te0-0-1-3.nr11.b019138-1.mil01.atlas.cogentco.com [149.6.153.137]
5 44 ms 49 ms 79 ms te0-3-0-6.rcr21.mil01.atlas.cogentco.com [154.25.2.133]
6 47 ms 41 ms 64 ms be2043.ccr21.zrh01.atlas.cogentco.com [154.54.38.101]
7 47 ms 49 ms 51 ms be3072.ccr21.muc03.atlas.cogentco.com [130.117.0.18]
8 * 52 ms 56 ms be2959.ccr41.fra03.atlas.cogentco.com [154.54.36.53]
9 57 ms 59 ms 61 ms be2845.rcr22.fra06.atlas.cogentco.com [154.54.56.190]
10 55 ms 59 ms 54 ms gi0-0-1-5.nr11.b015760-1.fra06.atlas.cogentco.com [149.11.20.61]
11 59 ms 56 ms 54 ms ae1-br01-eqfr5.blizzardonline.net [137.221.80.33]
12 60 ms 61 ms 61 ms xe-0-0-0-1-br01-eqpa4.blizzardonline.net [137.221.65.26]
13 59 ms * 60 ms be1-pe01-eqpa4.blizzardonline.net [137.221.77.67]
14 * * * Richiesta scaduta.
15 * * * Richiesta scaduta.
16 * * * Richiesta scaduta.
17 * * * Richiesta scaduta.
18 * * * Richiesta scaduta.
19 * * * Richiesta scaduta.
20 * * * Richiesta scaduta.
21 * * * Richiesta scaduta.
22 * * * Richiesta scaduta.
23 * * * Richiesta scaduta.
24 * * * Richiesta scaduta.
25 * * * Richiesta scaduta.
26 * * * Richiesta scaduta.
27 * * * Richiesta scaduta.
28 * * * Richiesta scaduta.
29 * * * Richiesta scaduta.
30 * * * Richiesta scaduta.


EU server 2 traceroute:

tracert 185.60.112.157

Traccia instradamento verso 185.60.112.157 su un massimo di 30 punti di passaggio

1 <1 ms <1 ms <1 ms RT-AC68U-BB70 [192.168.0.1]
2 11 ms 14 ms 8 ms eolo-gw.net.ngi.it [81.174.0.21]
3 64 ms 41 ms 44 ms 10.221.4.1
4 41 ms * 59 ms te0-0-1-3.nr11.b019138-1.mil01.atlas.cogentco.com [149.6.153.137]
5 44 ms 41 ms 46 ms te0-1-0-6.rcr21.mil01.atlas.cogentco.com [154.25.2.137]
6 49 ms 49 ms 71 ms be2043.ccr21.zrh01.atlas.cogentco.com [154.54.38.101]
7 65 ms 49 ms 51 ms be3073.ccr22.muc03.atlas.cogentco.com [130.117.0.62]
8 59 ms 68 ms 67 ms be2960.ccr42.fra03.atlas.cogentco.com [154.54.36.253]
9 83 ms 63 ms 49 ms be2846.rcr22.fra06.atlas.cogentco.com [154.54.37.30]
10 68 ms 52 ms 53 ms gi0-0-1-5.nr11.b015760-1.fra06.atlas.cogentco.com [149.11.20.61]
11 51 ms 56 ms 54 ms ae1-br01-eqfr5.blizzardonline.net [137.221.80.33]
12 69 ms 63 ms 64 ms 137.221.65.28
13 58 ms 89 ms 69 ms 185.60.112.157


EU server 1 pathping:

pathping 185.60.114.159

Traccia route verso 185.60.114.159 su un massimo di 30 hop

0 DESKTOP-I3IDMKB [192.168.0.222]
1 RT-AC68U-BB70 [192.168.0.1]
2 eolo-gw.net.ngi.it [81.174.0.21]
3 10.221.4.1
4 te0-0-1-3.nr11.b019138-1.mil01.atlas.cogentco.com [149.6.153.137]
5 te0-3-0-6.rcr21.mil01.atlas.cogentco.com [154.25.2.133]
6 be2043.ccr21.zrh01.atlas.cogentco.com [154.54.38.101]
7 be3072.ccr21.muc03.atlas.cogentco.com [130.117.0.18]
8 be2959.ccr41.fra03.atlas.cogentco.com [154.54.36.53]
9 be2845.rcr22.fra06.atlas.cogentco.com [154.54.56.190]
10 gi0-0-1-5.nr11.b015760-1.fra06.atlas.cogentco.com [149.11.20.61]
11 ae1-br01-eqfr5.blizzardonline.net [137.221.80.33]
12 xe-0-0-0-1-br01-eqpa4.blizzardonline.net [137.221.65.26]
13 be1-pe01-eqpa4.blizzardonline.net [137.221.77.67]
14 * * *
Statistiche di calcolo per 325 secondi...
Da orig. a qui questo nodo/collegamento
Hop RTT Persi/Inv.= Pct Persi/Inv.= Pct Indir.
0 DESKTOP-I3IDMKB [192.168.0.222]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% RT-AC68U-BB70 [192.168.0.1]
0/ 100 = 0% |
2 15ms 0/ 100 = 0% 0/ 100 = 0% eolo-gw.net.ngi.it [81.174.0.21]
2/ 100 = 2% |
3 51ms 4/ 100 = 4% 2/ 100 = 2% 10.221.4.1
0/ 100 = 0% |
4 51ms 4/ 100 = 4% 2/ 100 = 2% te0-0-1-3.nr11.b019138-1.mil01.atlas.cogentco.com [149.6.153.137]
0/ 100 = 0% |
5 51ms 5/ 100 = 5% 3/ 100 = 3% te0-3-0-6.rcr21.mil01.atlas.cogentco.com [154.25.2.133]
0/ 100 = 0% |
6 54ms 6/ 100 = 6% 4/ 100 = 4% be2043.ccr21.zrh01.atlas.cogentco.com [154.54.38.101]
0/ 100 = 0% |
7 61ms 2/ 100 = 2% 0/ 100 = 0% be3072.ccr21.muc03.atlas.cogentco.com [130.117.0.18]
0/ 100 = 0% |
8 66ms 6/ 100 = 6% 4/ 100 = 4% be2959.ccr41.fra03.atlas.cogentco.com [154.54.36.53]
0/ 100 = 0% |
9 68ms 2/ 100 = 2% 0/ 100 = 0% be2845.rcr22.fra06.atlas.cogentco.com [154.54.56.190]
0/ 100 = 0% |
10 67ms 7/ 100 = 7% 5/ 100 = 5% gi0-0-1-5.nr11.b015760-1.fra06.atlas.cogentco.com [149.11.20.61]
0/ 100 = 0% |
11 71ms 5/ 100 = 5% 3/ 100 = 3% ae1-br01-eqfr5.blizzardonline.net [137.221.80.33]
0/ 100 = 0% |
12 --- 100/ 100 =100% 98/ 100 = 98% xe-0-0-0-1-br01-eqpa4.blizzardonline.net [137.221.65.26]
0/ 100 = 0% |
13 70ms 2/ 100 = 2% 0/ 100 = 0% be1-pe01-eqpa4.blizzardonline.net [137.221.77.67]

Traccia completata.


EU server 2 pathping:

pathping 185.60.112.157

Traccia route verso 185.60.112.157 su un massimo di 30 hop

0 DESKTOP-I3IDMKB [192.168.0.222]
1 RT-AC68U-BB70 [192.168.0.1]
2 eolo-gw.net.ngi.it [81.174.0.21]
3 10.221.4.1
4 te0-0-1-3.nr11.b019138-1.mil01.atlas.cogentco.com [149.6.153.137]
5 te0-1-0-6.rcr21.mil01.atlas.cogentco.com [154.25.2.137]
6 be2043.ccr21.zrh01.atlas.cogentco.com [154.54.38.101]
7 be3073.ccr22.muc03.atlas.cogentco.com [130.117.0.62]
8 be2960.ccr42.fra03.atlas.cogentco.com [154.54.36.253]
9 be2846.rcr22.fra06.atlas.cogentco.com [154.54.37.30]
10 gi0-0-1-5.nr11.b015760-1.fra06.atlas.cogentco.com [149.11.20.61]
11 ae1-br01-eqfr5.blizzardonline.net [137.221.80.33]
12 137.221.65.28
13 185.60.112.157

Statistiche di calcolo per 325 secondi...
Da orig. a qui questo nodo/collegamento
Hop RTT Persi/Inv.= Pct Persi/Inv.= Pct Indir.
0 DESKTOP-I3IDMKB [192.168.0.222]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% RT-AC68U-BB70 [192.168.0.1]
0/ 100 = 0% |
2 14ms 0/ 100 = 0% 0/ 100 = 0% eolo-gw.net.ngi.it [81.174.0.21]
3/ 100 = 3% |
3 50ms 4/ 100 = 4% 1/ 100 = 1% 10.221.4.1
0/ 100 = 0% |
4 50ms 3/ 100 = 3% 0/ 100 = 0% te0-0-1-3.nr11.b019138-1.mil01.atlas.cogentco.com [149.6.153.137]
0/ 100 = 0% |
5 51ms 7/ 100 = 7% 4/ 100 = 4% te0-1-0-6.rcr21.mil01.atlas.cogentco.com [154.25.2.137]
0/ 100 = 0% |
6 54ms 7/ 100 = 7% 4/ 100 = 4% be2043.ccr21.zrh01.atlas.cogentco.com [154.54.38.101]
0/ 100 = 0% |
7 61ms 5/ 100 = 5% 2/ 100 = 2% be3073.ccr22.muc03.atlas.cogentco.com [130.117.0.62]
0/ 100 = 0% |
8 66ms 3/ 100 = 3% 0/ 100 = 0% be2960.ccr42.fra03.atlas.cogentco.com [154.54.36.253]
1/ 100 = 1% |
9 67ms 7/ 100 = 7% 3/ 100 = 3% be2846.rcr22.fra06.atlas.cogentco.com [154.54.37.30]
0/ 100 = 0% |
10 68ms 6/ 100 = 6% 2/ 100 = 2% gi0-0-1-5.nr11.b015760-1.fra06.atlas.cogentco.com [149.11.20.61]
0/ 100 = 0% |
11 71ms 6/ 100 = 6% 2/ 100 = 2% ae1-br01-eqfr5.blizzardonline.net [137.221.80.33]
0/ 100 = 0% |
12 --- 100/ 100 =100% 96/ 100 = 96% 137.221.65.28
0/ 100 = 0% |
13 78ms 4/ 100 = 4% 0/ 100 = 0% 185.60.112.157

Traccia completata.


Looking Glass with MTR to Battlenet auth servers:


TRACEROUTE:
traceroute to 78.134.125.125 (78.134.125.125), 15 hops max, 60 byte packets
1 Blizzard (Blizzard) 1.821 ms 1.831 ms 1.963 ms
2 * * *
3 137.221.66.32 (137.221.66.32) 0.845 ms 0.882 ms 0.959 ms
4 137.221.77.66 (137.221.77.66) 0.704 ms 0.912 ms 0.946 ms
5 137.221.65.61 (137.221.65.61) 18.560 ms 18.573 ms 18.583 ms
6 137.221.82.32 (137.221.82.32) 18.066 ms 18.189 ms 18.097 ms
7 * * *
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

26/11/2017 18:01:23 UTC
--------------------

MTR:
Start: Sun Nov 26 18:01:23 2017
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1.|-- Blizzard 0.0% 10 0.6 1.1 0.5 5.4 1.5
2.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0
3.|-- 137.221.66.32 0.0% 10 0.8 0.7 0.6 0.8 0.0
4.|-- 137.221.77.66 0.0% 10 0.7 0.8 0.6 0.9 0.0
5.|-- 137.221.65.61 0.0% 10 31.3 19.8 18.4 31.3 4.1
6.|-- 137.221.82.32 0.0% 10 18.3 20.1 18.1 35.1 5.3
7.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

26/11/2017 18:01:23 UTC
--------------------



Looking Glass with MTR to Overwatch servers:


TRACEROUTE:
traceroute to 78.134.125.125 (78.134.125.125), 15 hops max, 60 byte packets
1 10.59.100.12 (10.59.100.12) 0.358 ms 0.348 ms 0.346 ms
2 37.244.25.131 (37.244.25.131) 0.874 ms 0.888 ms 0.888 ms
3 Blizzard (Blizzard) 2.402 ms 2.416 ms 2.418 ms
4 137.221.66.32 (137.221.66.32) 0.933 ms 1.024 ms 1.079 ms
5 137.221.77.66 (137.221.77.66) 1.027 ms 1.038 ms 1.077 ms
6 137.221.65.61 (137.221.65.61) 18.688 ms 18.709 ms 18.678 ms
7 137.221.82.32 (137.221.82.32) 18.618 ms 19.449 ms 19.648 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

26/11/2017 18:05:13 UTC
--------------------

TRACEROUTE:
traceroute to 78.134.125.125 (78.134.125.125), 15 hops max, 60 byte packets
1 10.58.100.13 (10.58.100.13) 0.354 ms 0.334 ms 0.331 ms
2 37.244.24.130 (37.244.24.130) 90.436 ms 90.454 ms 90.571 ms
3 Blizzard (Blizzard) 0.945 ms 1.051 ms 1.149 ms
4 37.244.10.102 (37.244.10.102) 1.033 ms 1.069 ms 1.163 ms
5 137.221.65.55 (137.221.65.55) 10.965 ms 10.985 ms 10.987 ms
6 137.221.65.34 (137.221.65.34) 11.206 ms 12.275 ms 12.238 ms
7 137.221.65.61 (137.221.65.61) 29.322 ms 29.319 ms 29.318 ms
8 137.221.82.32 (137.221.82.32) 28.951 ms 29.278 ms 29.289 ms
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *

26/11/2017 18:05:13 UTC
--------------------

MTR:
Start: Sun Nov 26 18:05:13 2017
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1.|-- 10.59.100.12 0.0% 10 0.5 0.7 0.3 1.4 0.0
2.|-- 37.244.25.131 0.0% 10 0.7 1.1 0.5 2.1 0.3
3.|-- Blizzard 0.0% 10 1.4 1.6 1.2 2.3 0.0
4.|-- 137.221.66.32 0.0% 10 1.1 1.4 1.0 2.4 0.3
5.|-- 137.221.77.66 0.0% 10 1.5 3.2 1.0 15.8 4.5
6.|-- 137.221.65.61 0.0% 10 18.7 19.2 18.7 20.0 0.3
7.|-- 137.221.82.32 0.0% 10 18.5 19.3 18.4 24.3 1.7
8.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

26/11/2017 18:05:13 UTC
--------------------

MTR:
Start: Sun Nov 26 18:05:13 2017
HOST: Blizzard Loss% Snt Last Avg Best Wrst StDev
1.|-- 10.58.100.13 0.0% 10 0.4 0.4 0.3 0.8 0.0
2.|-- 37.244.24.130 30.0% 10 437.1 462.9 206.3 590.1 122.8
3.|-- Blizzard 0.0% 10 1.3 2.2 1.1 8.0 2.0
4.|-- 37.244.10.102 0.0% 10 1.4 1.1 0.9 1.4 0.0
5.|-- 137.221.65.55 0.0% 10 11.0 11.0 10.7 12.0 0.3
6.|-- 137.221.65.34 0.0% 10 11.5 12.4 11.1 15.5 1.2
7.|-- 137.221.65.61 0.0% 10 29.0 28.9 28.6 29.7 0.0
8.|-- 137.221.82.32 0.0% 10 28.6 29.5 28.5 36.5 2.4
9.|-- ??? 100.0 10 0.0 0.0 0.0 0.0 0.0

26/11/2017 18:05:13 UTC
--------------------

Hey Milord,
We have been investigating these reports of connection issues since the patch, we pushed a small change in build 1.17.0.2.41714 to try and address the problem but fresh reports have come in since.

We are continuing to work on this so as soon as there is any new information we will update.

_____________________________________________________
Na na na na na na na na na na na na na na na na Survey!
https://www.surveymonkey.com/s/Tiogaradh
Please let me know if I can be of any help.
Ciao!
Bump.
I'm still out of the game, cannot even login.
This is getting a bit embarrassing.. 2 weeks have passed!
Do you have any news?
Same, been completely broken ever since the Moira patch came out. My computers fine.
Bump, the game has been updated to build 1.17.0.3.41713 but the problem persists.

This is no more embarassing, it's just becoming ridiculous!

Guys don't you see that every day new threads are being opened about disconnections, timeouts and login issues?

Let me know if you need more debug info.
Cheers
Bump, trying to get a kind reply from support.
Dude, I, along with many others have been having this problem for at least 3 weeks now and still no word from Blizz.. There's a thread about this on the US forums with 800+ comments and still no word on there either. :/
Hi @Crawmerax do you mean this one?
https://us.battle.net/forums/en/overwatch/topic/20759555977

The topic on that tread is about disconnections and lag spikes while playing.. Here we're totally unable to login!
05/12/2017 13:18Posted by Milord
Hi @Crawmerax do you mean this one?
https://us.battle.net/forums/en/overwatch/topic/20759555977

The topic on that tread is about disconnections and lag spikes while playing.. Here we're totally unable to login!


Yeah, that one. I can still log in but that's just about all i am able to do :/
Bump.
Still happening even after latest patch 1.18.1.2.42076.
I have had the exact same problem as you, and like everyone else got redirected to the troubleshooting page. I have done all i can but the problem is not on my end.

Milord you have been the only one to get a good response ( they saying they will investigate and that they know there are problems ) probably because you sayd you had experience as softwere developer, because everyone else gets the troubleshooting page.

This is ridiculous to me, they keep receiving new forum threads and they deny the problem. They are not listening to us.
I have been a blizzard fan for some years but this is really bad on their part..
Hi DennyBlood,

Yes I'm willing to be collaborative, but support has been silent since days.
Hey Milord!
Thanks for the info you provided.
Please can you confirm you've done everything in the Overwatch disconnection troubleshooting list, both basic and advanced steps.

If you've done all that with no change in the connection stability, we'll need your MSinfo and DxDiag, as well as a WinMTR so we can investigate further.
Hi Brewalynne,

This morning I went again through all the steps of the troubleshooting guides, except the full-reinstall.

For clarity, I followed those posts:
https://eu.battle.net/forums/en/overwatch/topic/17616993517#post-3
https://eu.battle.net/support/en/article/112208 (advanced)
https://eu.battle.net/support/en/article/34721

Moreover, I tried the following things:
- NATed all the Overwatch ports from the router to my pc according to this post:
https://eu.battle.net/support/en/article/7842
(even if I'm not really convinced that my pc should host incoming connections...)
- Disabled all non essential features on the router like QOS, firewall etc
- I tried getting different public IPs from my ISP rebooting the router few times

Also today the weather is perfect clear (meteorological conditions lightly affect the connection quality) and the internet connection goes at full speed (30Mb down, 3Mb up) with ~20ms latency.

I can exclude problems with my PC as I'm able to login with my (metered) 4G connection with my mobile phone as hotspot.

Here you can find WinMTR and Looking-Glass results to EU and US game and auth servers:
https://pastebin.com/5PcA36zc

I'll provide MSInfo and DxDiag results privately if required.

Cheers
Brewalynne,
Here you can find also pathping and traceroute to eu servers:
https://pastebin.com/L0wHKbaG

Cheers
fk blizzard! stop pomoting the game if you cant stable the sever!
With the latest patch I'm finally able again to login.

Join the Conversation

Return to Forum