Connection Issues: Troubleshooting Guide

This troubleshooting guide helps identify and resolve connection problems between players and game servers. Network connectivity issues often stem from ISP problems, routing issues, or regional outages rather than server-side problems. Following these systematic steps helps isolate the root cause and determine the appropriate resolution path.

Troubleshooting Checklist

Complete these diagnostic steps in order to identify connection issues:

1. Run MTR (My Traceroute) Test

MTR combines ping and traceroute functionality to identify packet loss and latency issues between your server and the player's IP address.

Steps to run MTR on Windows:

1. Download and install WinMTR
2. Open WinMTR and enter the player's IP address
3. Click "Start" and run the test for 60-120 seconds
4. Examine results for packet loss or high latency at any hop
5. Take screenshots for documentation

Result Analysis:

• Packet loss >5% indicates network issues
• High latency (>200ms) suggests routing problems
• Issues in early hops typically indicate ISP problems

2. Perform Standard Traceroute

Execute a traceroute to map the network path to the affected player:

tracert [Player's IP]

Allow the traceroute to complete fully. Timeouts or significant delays indicate routing issues or network congestion.

3. Capture Network Traffic (PCAP)

Use Wireshark to capture network packets during connection attempts:

1. Install Wireshark on both server and client systems
2. Start packet capture before connection attempt
3. Have player attempt to connect while capturing
4. Stop capture and save PCAP files for analysis

Complete PCAP guide available here

4. Gather Player Information

Collect the following data from affected players:

Information Type	Details to Collect
ISP Information	Provider name, connection type
IP Behavior	Static vs dynamic IP assignment
Geographic Data	Country, region, city
Environmental Factors	Weather events, known outages
Multiple Players	Common ISP or geographic patterns

5. DNS Configuration Change

Instruct players to change DNS servers to eliminate DNS-related issues:

DNS Provider	Primary DNS	Secondary DNS
Cloudflare	1.1.1.1	1.0.0.1
Google	8.8.8.8	8.8.4.4

Configure through Network Adapter settings or router configuration.

6. Disable Network Interference

Have players temporarily disable:

• VPN services
• Proxy applications
• Firewall software
• Antivirus network protection

Test connectivity after each disable step.

7. Check Bandwidth Usage

Monitor background applications consuming network resources:

1. Open Task Manager (Ctrl+Shift+Esc)
2. Navigate to Performance > Network tab
3. Identify high-bandwidth applications
4. Close unnecessary network-intensive programs

8. Game Console Analysis (Example: FiveM)

Use your game's built-in diagnostic console. For FiveM servers as an example:

1. Press F8 after launching FiveM
2. Look for error messages such as:
   • Could not connect to server
   • Timed out after 10 seconds
3. Document error codes and messages
4. Record video of connection attempt with console visible

Most game servers have similar diagnostic tools - check your specific game's documentation.

9. Test Alternative Servers

Verify if the issue is server-specific:

• Test connection to other servers running the same game
• If all servers fail: likely game client or ISP issue
• If only your server fails: possible routing or server-specific problem

10. File Verification (Example: FiveM/GTA V)

Ensure game files are not corrupted. Using FiveM/GTA V as an example:

GTA V Verification:

• Steam: Properties > Local Files > Verify integrity
• Rockstar Launcher: Settings > Verify

FiveM Reinstallation:

• Uninstall FiveM completely
• Delete FiveM application data folder
• Perform clean installation

Apply similar verification steps for other games (Minecraft, Rust, etc.) through their respective launchers.

Support Ticket Requirements

When opening a support ticket after completing troubleshooting, include:

Required Information Checklist

• Completed troubleshooting steps from this guide
• Player IP addresses for testing
• MTR and traceroute output files
• Screenshots/videos of error messages
• FiveM console output (F8 logs)
• Identified patterns (ISP, geographic, timing)
• PCAP files if captured

Ticket Format Example

Subject: Connection Issues - Multiple Comcast Users

Players with IPs 75.222.145.69, 83.132.25.52, and 63.62.145.54 cannot connect.

Completed troubleshooting:
- MTR shows 14.3% packet loss at ISP hop
- All affected users on Comcast ISP
- Issue started yesterday 8:00 PM EST
- DNS change and firewall disable unsuccessful
- Attached: MTR results, connection attempt video

Geographic pattern: All users in Northeast US region
Other ISPs connecting successfully

Resolution Path

After completing diagnostics:

1. ISP/Routing Issues: Contact affected ISP or wait for resolution
2. Regional Outages: Monitor network status sites for updates
3. Server-Side Issues: Vluxon will investigate and resolve
4. Client-Side Issues: Provide specific remediation steps

Related Articles

• WinMTR Network Testing Guide - Detailed MTR instructions
• Generate PCAP Files with Wireshark - Capture network traffic
• iPerf Network Speed Testing - Test bandwidth performance
• FiveM Error Troubleshooting - FiveM-specific connection fixes

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