riot response

INITAL TICKET---------------------------------------------------------------------------------------------------------

This is the issue I was having: http://www.twitch.tv/prius707/c/2553410

at 1 minute in the game, me and got a "attempting to reconnect" when we were both online talking to each other via TeamSpeak. After 4 minutes of that, I reconnected and got to farm a little. Then I lagged again and what you see on the stream is what I was dealing with. To fix, I had to close League, re login, and reconnect.

Is this a Comcast issue? Or a Riot issue? I would love to help out someway, maybe call Comcast and tell them to screw off and let me play. But maybe its a routing issue with the Riot servers.

Thanks in advance :D I really appreciate it.


1st RIOT RESPONSE-----------------------------------------------------------------------------------------------------

From the sounds of it, I believe you may be experiencing a problem with connecting to our servers, however, I can't quite pinpoint exactly what the problem is. In order to help you troubleshoot the issue you are experiencing more effectively I need a snapshot of your network.

Netalyzr is a tool that runs within your browser and will provide me with a great deal of information about your network. In order to collect the proper information, please run the tool at the time of the problem. The easiest way to do this is have the tool bookmarked and then quickly minimize and run the tool when the issue pops up.

http://netalyzr.icsi.berkeley.edu/
Please take the results from this URL and paste them into your reply.

Also, please send me your NetworkInfo Log, which will give me an extended amount of information on your network (including anything that may be causing the conflict). The following guide explains how to obtain this information:

http://support.leagueoflegends.com/entries/20132863-obtaining-a-networkinfo-log

Finally, please send me your Process List. This will help us locate potential programs running in the background that might be interfering with League of Legends:

http://support.leagueoflegends.com/entries/20132988-obtaining-a-process-list

I am confident that we can find the solution together in a timely manner. If you have any questions at all during this process, please let me know.

"When you fall, you get right back up"
moiTET
Riot Games Player Support Specialist

A friendly reminder, never give your password to anyone, not even a Riot employee. Keep it secret, keep it safe! :)


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MY 2ND RESPONSE ---------------------------------------------------------------------------------------------------

Netalyzr - http://netalyzr.icsi.berkeley.edu/restore

NetworkInfo.log attached as a file.

Process List also attached.

Thank you for all the help MoiTET.


RIOT LAST RESPONSE RESPONSE----------------------------------------------------------------------------------------


My name is Isabelli and I am a Technical Support Specialist here at Riot Games. Thanks for contacting me and I'm sorry to hear that you are having problems with the game. Hopefully we can find a speedy solution to your problem.

There are a few things I would like you to try doing that may solve this problem:

1) Switching to a public DNS may resolve the issue you are experiencing, this may seem strange, but many of our assets are actually accessed as though it were a web page, so an improperly configured DNS could cause problems:

- http://support.leagueoflegends.com/entries/234188-changing-to-public-dns-servers

2) Please disable your IPv6 as it can interfere with some portions of the game and client:

- Windows 7: http://support.microsoft.com/kb/929852
- Windows XP: http://support.microsoft.com/kb/2478747

3) Syncing your windows Clock:
- http://support.leagueoflegends.com/entries/20201443-syncing-windows-clock

4) Shut the Windows Firewall Service to make sure it isn't interfering with your connection to our servers:

- Press Windows+R
- Type services.msc and hit enter
- Scroll down and find Windows Firewall in the list
- Right-Click on "Windows Firewall" and select "Properties"
- Change "Startup type" to "Disabled"
- Hit "Ok"
- Do the same for the "Windows Defender" Service
- Reboot your machine

5) If you are running a 3rd party firewall such as Norton or AVG or another program, make sure to disable it for the time being to make sure it isn't interfering with your connection to our servers.

If you continue to have problems please include the following information:
1) A Network Analysis: http://support.leagueoflegends.com/entries/20103436-obtaining-a-network-analysis
2) A NetworkInfo Log: http://support.leagueoflegends.com/entries/20132863-obtaining-a-networkinfo-log
3) A Process List: http://support.leagueoflegends.com/entries/20132988-obtaining-a-process-list

Regards,

Isabelli
Technical Support Specialist

July 13, 2013 19:25

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