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Comprehensive Guide to Diagnosing and Improving Server Connections

Welcome to this comprehensive guide designed to help you diagnose and resolve connection issues when connecting to our network. Whether you're facing slowdowns, high latency, or disconnections, this guide will assist you in understanding and addressing the root causes of these issues.

Understanding Connection Challenges​

In regions like South Africa, the limited internet infrastructure and how ISPs manage routing can significantly affect connection stability and latency. Internet traffic does not always take the shortest physical path to its destination. Instead, it follows routes determined by agreements between ISPs, data exchange points, and their routing protocols. This can lead to unexpected and inefficient pathways for your data.

Example of Inefficient Routing in South Africa​

Imagine you’re located in Johannesburg and using a fiber connection to connect to a server in the same city. Ideally, your data should travel directly to the server through a nearby data center. However, due to how some ISPs handle routing, your data might first be sent to a data center in Cape Town, approximately 1,400 km away, before being routed back to Johannesburg. This extra journey, often referred to as a "hairpin route," introduces unnecessary latency, degrading your connection quality.

Before attributing the issue to any specific factor, it’s essential to evaluate your local network setup, collaborate with your ISP, and explore potential solutions.

Basic Steps to Enhance Connection Quality​

  1. Run a Speed Test

  2. Restart Your Router

    • A simple router reboot can refresh your connection to the ISP and resolve many temporary issues.

  3. Use a Wired Connection

    • Switch from Wi-Fi to a wired Ethernet (LAN) connection for a more stable and lower-latency experience.

  4. Manage Bandwidth Usage

    • Check if other devices or downloads are consuming bandwidth, which may slow your connection.

  5. Inspect Cables

    • Ensure all network cables are undamaged, as faulty cables can severely degrade performance.

Advanced Troubleshooting Steps​

1. Run a Ping Plotter Test​

  • Download PingPlotter to identify network bottlenecks.
  • Follow the getting started guide.
  • Run a test for at least 10 minutes and save the results as an image or data file for analysis.

2. Run a WinMTR Test​

  • Download WinMTR as a lightweight alternative to PingPlotter.
  • Record test results and share them with your ISP or technical support for further investigation.

Additional Steps for a Comprehensive Diagnosis​

  1. Check Network Security

    • Ensure firewalls or antivirus software aren’t blocking your connection to our servers.

  2. Contact Your ISP

    • If you suspect routing issues, share your MTR results with your ISP for a permanent fix.

  3. Update Your Software

    • Regularly update your operating system, router firmware, and networking tools.

  4. Verify Server Status

    • Check for ongoing maintenance or outages via our website or social media channels.

  5. Configure Quality of Service (QoS)

    • Enable QoS settings on your router to prioritize traffic to our servers.

  6. Test for Network Congestion

    • Try connecting during off-peak hours to determine if congestion is affecting your experience.

  7. Switch DNS Servers

  8. Use High-Quality Ethernet Cables

    • Opt for shielded cables to minimize interference and maintain a strong connection.

  9. Inspect Hardware

    • Check your router and modem for overheating or physical damage.

  10. Review ISP Service Level Agreements (SLA)

    • Confirm your ISP’s guaranteed speeds and reliability as outlined in their SLA.

  11. Seek Professional Assistance

    • If issues persist, consider consulting a network technician or IT expert.

  12. Document Everything

    • Keep a detailed log of troubleshooting steps, test results, and communications with your ISP or support team.

The Role of ISP Peering Agreements​

Another factor is the lack of direct peering between some ISPs and our Autonomous System (AS) at local internet exchange points (IXPs). Peering is a mutually beneficial arrangement where ISPs exchange traffic directly at an exchange point, ensuring faster and more efficient routes.

When your ISP does not peer directly with our AS:

Traffic May Take Longer Routes:​

  • Your data might be routed through intermediary networks or international locations (e.g., the UK or Europe) before reaching its destination, even if the server is physically nearby. For instance:
    • Data from Johannesburg could be sent to a peering location in London or Amsterdam before returning to South Africa.
    • This "tromboning effect" dramatically increases latency and the time it takes to transmit data.

Increased Costs and Complexity:​

  • ISPs without local peering agreements often route traffic through more expensive and longer paths, which can lead to increased costs and delays for end users.

How This Impacts You​

If you're connecting to our game servers or network, this inefficient routing can lead to:

  • Higher Latency: The additional distance data travels increases the round-trip time (RTT).
  • Potential Packet Loss: More intermediary networks increase the likelihood of data loss.
  • Unstable Connections: If one of the intermediate routes is overloaded or fails, your connection may degrade further or drop entirely.

To Mitigate This Issue, We Recommend:​

  • Temporary Workaround: Using tools like Cloudflare WARP, which can optimize your routing and often bypass problematic paths.
  • Permanent Fix: Running MTR tests to diagnose inefficient routes and sharing the results with your ISP. Encourage them to improve their routing policies or establish peering agreements with our AS at local exchange points.

By understanding these challenges, you'll be better prepared to advocate for improved network performance and take proactive steps to optimize your connection.

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