Post by SoCalWoWGal
While I don't have any specific information for you as to why the disconnections are happening only while you are on the Broken Isles, I can at least recommend that you follow the steps in this Battle.net Support Article:
World of Warcraft Disconnection ProblemsNote: For more information on how to perform a specific step see the original article for helpful links.
Before trying any of the following steps check the BlizzardCS Twitter and Realm Status page for any service interruptions.
- Reset your user interface to make sure your files and addons are not corrupted.
- Reset your network devices to make sure your router hasn't become flooded with data.
- Release and renew your IP and flush your DNS to resolve any network conflicts.
- Update your drivers to resolve any compatibility issues.
- If you're using a wireless connection, optimize your internet connection to rule out a connection issue.
- Try closing background applications to resolve any software conflicts.
Advanced Troubleshooting- Old network card drivers and settings may affect your connection in our games. Try troubleshooting your network card.
- Check your network configuration to find any issues with your firewall, router, or port settings.
- If you're using a VPN, try removing it.
- Disable any proxies that may interfere with the login module.
- Run a security scan to remove any viruses or malware infections.
- Disable or temporarily uninstall any security programs, which may mistakenly identify the login module as a security threat.
- Old firmware on your modem and router can cause issues with complex game connections. Visit the manufacturer's website for instructions on how to apply firmware updates.
Tried everything here?If you have tried these steps and still require assistance, please visit our Technical Support Forums or contact us.
When contacting Technical Support, here are instructions on how to post from this thread:
Common Connection and Latency Issues on the Tech Support Forums to provide information that the people assisting can use to analyze your issue:
Note: For more information on how to perform a specific step see the original thread for helpful links.
What to do if you need more helpConnection issues can be very frustrating to try to diagnose on your own. Fortunately we have both a helpful community and support staff who can help locate the problem with you. If you prefer to troubleshoot with the community and see if anybody else is having connection issues, start a thread with this information:
1. Some WinMTR tests to each WoW server - run these tests while the problem is actively happening. If you catch a disconnection with the test, it will make it easier for us to find the problem.
2. The information from a Looking Glass Test from your server - run this while the problem is actively happening as well.
3. A list of any troubleshooting you've performed already.
4. A description of what you're doing when the connection problems happen, any error messages received, and what it 'looks like' to you when it happens.
Note that not all threads may receive a reply from support staff or MVPs. If you need immediate one on one help from a Game Master, you can submit a ticket, live chat, or callback request. When submitting the ticket, make sure to include all of the above information as well as a copy of an MSInfo file for the quickest help. Please do not attach full MSInfo files to your forum posts.
Also in this thread:
Common Connection and Latency Issues on the Tech Support Forums there is additional information that can help you to understand and resolve your issues.
Note: For more information on how to perform a specific step see the original thread for helpful links.
FAQsWhy am I only having connection problems with Blizzard Games? There are a lot of potential causes for this. Bad data in your game or UI files can cause both connection problems and crashes. Certain programs may fight with the game client for control of your network drivers, or eat up so much bandwidth that the connection to the game servers may be slowed or disconnect. To add to all of this, everything else that you connect to across the internet is in a different physical location. Even two different data centers in the same city may use different peering partners to connect. It's very likely that you take a different path through the internet to connect to our servers, and so comparing two games or services is most likely not relevant. If there are any problems between your house and our servers, you'll usually need to reach out to your ISP to get them resolved. (This is why we ask for connection tests when you're having particularly stubborn connection problems.)
There is always the possibility that there is a server issue, but we try to post about these problems on the Breaking News bar on the Blizzard Application and In game, and update our BlizzardCS Twitter as soon as we can. If you suspect this is the issue, check those locations first before trying troubleshooting.
Why do you suggest that I disable security software like antiviruses and firewalls as a troubleshooting fix when they were working with the game previously?This has to do with how often both our games and security programs are updated. We like to release lots of patches to fix bugs and add more content for you to enjoy. Antiviruses and firewalls also like to release lots of definitions updates to keep your computer more secure from the latest threats. The problem happens for one of two reasons. Sometimes our updates cause the security to mistakenly think our games are a threat. In other cases, a particular build of our games will get mistakenly added to the security's list of 'bad' programs. This may mean that you just accidentally clicked 'no' to a security prompt to allow our game to connect, or that the antivirus just flagged our game incorrectly as a malicious program. Updating your security programs and disabling or uninstalling them when that fails can help rule this out as a possibility.
Why can I stream or download from other sites without issues but have problems in certain games?There are two parts to this. The first is that streaming services have the ability to buffer information. This means that they give your computer data before you see it, often 30 seconds or even minutes before you need to look at it. Online games on a 'live world' (Like World of Warcraft) need to give you data immediately so that you can react to it immediately. After all, you seeing old data in an arena or raid would probably mean your character would be dead before you saw it. Where downloads are concerned, a direct download can be interrupted and pick back up once your connection returns in most cases. World of Warcraft will try to do this, but if you disconnect for too long, you will be fully dropped from the servers.
The second bit is "try disabling those sorts of services first if you find that you're having connection problems." Anything that takes up bandwidth may cause connection problems (or make connection issues worse even if they aren't the main cause.)
Why do I need to swap to Ethernet when my WiFi works for other things?Most of this is covered in the previous question's answer, so make sure to review that first. Because WiFi is by nature less stable than a wired Ethernet connection, these types of problems are made even worse. Many things can interfere with WiFi, from physical barriers (walls, glass, etc) to other types of waves (microwaves, etc), to computer power issues. WiFi and USB WiFi hardware are also more prone to failure over time than an Ethernet cable is in most cases. Unless you physically damage an Ethernet cable or Ethernet port, usually they will work well for the lifetime of your PC/Router. A WiFi transmitter or receiver is more complex and may degrade over time. The easiest way to see if your WiFi devices are the problem is connecting directly to your modem or router via Ethernet. If it resolves your issue, there are other troubleshooting steps you can try. Note that we do not directly support wireless connections, so you may want to ask the community at this forum for help optimizing a wireless connection if you find your WiFi is at fault.
Why do I need to reset my UI if my addons worked before?Most frequently we see conflicts with addons when we patch or hotfix the game, but in some cases UI modifications can cause conflicts even if we haven't changed anything. Since Blizzard doesn't make these addons, they may not be updated to the game code and cause the game to connect in unexpected ways. Each addon will also have a 'cache' of information that can be corrupted. With some addons this can cause higher latency, disconnections, or even inability to connect to characters. To save time I recommend that you try updating your addons or disabling them first and foremost. If it doesn't work, some addons and their cached data will still exist in the background even when disabled, so there's no way to fully rule them out without Resetting your User Interface. Resetting the UI is always a good step to try when having a connection issue in WoW, as it may save you more time consuming steps later.
Why is my entire internet crashing when I disconnect from WoW or Blizzard Games?This usually indicates a local network issue. When your internet goes down, it most frequently means that your network drivers or firmware crashed, or a piece of hardware was overloaded with information. If you have this sort of problem, the things you want to focus on first are hardware related. That means:
• Driver and firmware updates
• Power cycling your connection hardware
• Switching to an Ethernet cable connection
• Bypassing or replacing network hardware like routers and modems.
(These steps are covered in more detail at this link) You may need to contact your ISP for more help if the problem continues.