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Connectivity or High Ping Issues


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If you are experiencing Connectivity or High Ping Issues in Patch 4.9.4, please follow the instructions here before making a post.

Before reporting:

Please run this command on your console (open it with Ctrl+F8 and type this in, then press Enter):

Quote

SetSave man_debugChallengeInfo true

Then play another game and only follow the rest of the instructions if you encounter the issue again.

 

===========================================================================

If you encounter the issue again:

 

IMPORTANT: your console.log file may be useless if you restarted your client after the issue, but prior to uploading this file to us. Please do your best to remember to upload the console.log file BEFORE you restart your HoN client.

If all of the above conditions are met, please provide the following information:

  • Match ID
  • Server Name (e.g. "EU90")
  • Name of the account you were playing on at the time of the incident
  • Start time of the game and your local timezone (this can be found at the bottom of the UI in the new UI & is displayed somewhere in the Match Stats window in the old UI)
  • Actual in-game time of occurence (and replay time if possible to disambiguate)
    • Even better would be the real/actual time of the occurence if you provide your local timezone when reporting the issue
  • Your graphics driver setting for HoN (DirectX9? Or OpenGL?) 
  • What you were doing at the time of the issue (as best as you can remember)
  • console.log file. This can be found by going to File Explorer and copy-pasting one of these entries there and pressing Enter: 
    Quote

    %userprofile%/Documents/Heroes of Newerth x64/game/console.log

    %userprofile%/Documents/Heroes of Newerth/game/console.log    <--- ONLY if you are running the 32-bit client

    • Afterwards, upload your console.log file to a web hosting service like Mediafire (https://www.mediafire.com/), then post the download link to your uploaded file in this thread

 

Please make sure that you only report if you experience these in-game conditions:

  • Only report games on the NAEU/International Client. No SEA reports here, because we cannot access those servers

 

Actually investigating these incidents take up a lot of our time, so it is critical that you only make a report that meet all of these conditions with all of the requested info.

 

All erroneous reports will be deleted - processed reports may be deleted after some time.

Note that this isn't the place to ask for bans, MMR "refunds", etc. - please contact Customer Support for that instead. All such requests in this thread will be ignored.

 

Thank you for your cooperation!

Edited by ElementUser
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  • ElementUser changed the title to Connectivity/Ping Issues in Patch 4.9.4
  • ElementUser changed the title to Connectivity or High Ping Issues in Patch 4.9.4

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