The WinMTR Log
The Technical Support team may often ask you for your WinMTR diagnostic - a file that displays various information regarding your connection to the server. Here are the steps on how to generate one:
- You can download WinMTR from here.
- In Host, input the following IP:
- EU Server: 220.127.116.11
- NA Server: 18.104.22.168
- Uncheck the Resolve names setting in the Options menu.
- Press Start.
- Log in to the game and let WinMTR run until you are disconnected or the game becomes unresponsive. In general 10-15 minutes total runtime should be enough.
- If you can’t start the game you may still run WinMTR.
- Stop WinMTR and press Export TEXT.
- Save to a convenient place that you can find and access with ease.
- Attach the exported .txt file to your support ticket.
What am I sending?
The data included in the WinMTR reports is completely safe to share with the Technical Support Team. You may be curious about what exactly you are sending. Let's take a look:
- Host: This column lists the nodes that your connection packets go through.
- % (Packet Loss): This column shows the percentage of packets that have been lost between nodes. If it doesn't carry over down to the very last node or is only seen in a single node, then this is probably a case of an ICMP limiter; the amount of "route tracing" packets accepted to go through this node are limited. This does not affect your actual game packets. Other than these 100% loss nodes, a Packet Loss of 5% or higher will cause increasingly notable issues.
- Sent: The number of packets sent.
- Recv: The number of packets received.
- Best: The lowest recorded ping to that node.
- Avrg: The average recorded ping on that node. A high average ping (more than 1000ms) can cause desync or rubberbanding.
- Wrst: The worst recorded ping to that node. A high worst ping (more than 1000ms) could be an indication of ping spikes in your connection.
- Last: The last sent packet's ping to that node.
What are the random numbers I'm seeing on Hosts?
- The very first Host is usually your very own computer. Statistics here should always show up perfect. In more complicated networks, the first few nodes may be your network.
- The very last Host is our server. For the best experience, packet loss here should be below 3%, and the average/worst ping below 250~300ms.
- Every node in-between is your route to the server. Earlier nodes are usually your ISP, and later nodes are usually our provider's network.
How do I know if something is wrong?
Usually, the very last Host will give you all the information you need. If packet loss or high ping is present in the middle nodes, but not present in the last one, then it is not accurate.
Obtaining no response from the host is usually harmless and can happen when a node has an ICMP limiter in place.
Problems begin from the moment your packet loss is 5% or above, carried over to all subsequent nodes after its first appearance. High ping is treated identically.