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How to run network tests

How to run Network Tests

Network problems that may be causing issues such as severe lag, rubberbanding, or disconnects, can often be diagnosed by running ping and tracert tests. These tests are used to see where/what the problem lies with your connection to our servers. Use the below table to determine what address should be used to run your network tests:

Game Patching NA Game Servers EU Game Servers
ArcheAge aa-update.dyn.triongames.com 208.94.26.5 193.105.173.5
Atlas Reactor hydrogen-update.dyn.triongames.com hydrogen-live.triongames.com N/A
Defiance update03.triongames.com 208.94.26.5 193.105.173.5
Devilian devilian-update.dyn.triongames.com 208.94.26.5 193.105.173.5
RIFT rift-update.dyn.triongames.com 208.94.26.5 193.105.173.1
Trove trove-update.dyn.triongames.com 208.94.26.5 193.105.173.5

Running Ping Tests

  1. Open the command prompt by pressing the Windows key, searching for 'cmd' and hitting enter
  2. Once in the command prompt, you will run the ping command ping IPADDRESS
    • Replace IPADDRESS with the appropriate URL or IP address from the above chart, for example for ArcheAge patching issues it would be 'ping aa-update.dyn.triongames.com'
  3. Let the command run

Check the results of the test for the ping time, which will look like the following: time = 20ms. Any ping time that appears above 250ms is excessively high, and indicates that there may be a problem with high latency somewhere along the network path. Also, if you are seeing "Request timed out" instead of a reply, this may indicate packet loss occurring along the network path. Check the Ping Statistics section of the test to see if it shows packets have been lost. If you see that data has been lost in the "X% loss" line, that indicates information from your network has failed to reach out servers intact.

If the ping test does show that there is a problem along the network path, then you will want to run a tracert test to help determine where the problem is occurring. Make sure to copy the data from the ping test to save it.

Running a tracert

  1. Open the command prompt by pressing the Windows key, searching for 'cmd' and hitting enter
  2. Once in the command prompt you will run the ping command tracert IPADDRESS
    • Replace IPADDRESS with the appropriate URL or IP address from the above chart for example for RIFT NA game server it would be 'tracert 208.94.26.5'
  3. Let the command run

Once the test has finished, you will want to check the results. Each line of the test results indicates each hop along the network path between your system and our game servers. You will want to see if any of the hops indicate either a high ping time or packet loss. Packet loss can be determined by any of the ping times showing as an asterisk instead of showing the ping time. However, any hops that show all asterisks instead of ping times may only indicate that the device at that hop is blocked to responding to ping requests instead of an actual problem. Once you have run these tests, please feel free to contact Support with the data from these tests along with your IP Address.