High Ping on Mobile

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Customer Concern: High Ping
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1) Account status: Active
2) Issues faced on game: <game names>/ALL
3) Time at which issue is faced: MORNING/EVENING/ALL
4) Customer link Status: X
5) Link was choking: YES/NO
6) Optical Powers: X
7) BERs Status: X
8) Issues faced on Devices: SINGLE/MULTIPLE
9) N-Doctor speed test results: X
10) Customer was asked to share the N-Doctor all tests results: YES/NO
11) Least Congested Channel Selected during N-Doc App: X
12) WiFi channel Width changed to 20 MHz in case of 2.4 GHz: YES/NO

Further troubleshooting

1) Ask customer for destination IP

a) If he is unaware of IP address, guide him following process.
i) Install “Network Connections” application on Mobile phone
https://play.google.com/store/apps/details?id=com.antispycell.connmonitor&hl=en
ii) Launch the game and join the gaming server
iii) Minimize the game and launch “Network Connections”
iv) List down or take screenshot of all the IP addresses with the logo of the game.
v) Share the list or screenshot on support or over Whatsapp
2) Check the ping of destination server from TAC / Eastern Server / Western Server
3) If ping is not in range from TAC / Eastern Server / Western Server, escalate to core.tac over
email or TT
4) If ping is in range from either Eastern or Western server, ask customer to select the specific
server from customer porta.
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Dear Core.tac, kindly do the needful
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 High Ping on PC / Laptop
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Customer Concern: High Ping
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1) Account status: Active
2) Issues faced on game: <game names>/ALL
3) Time at which issue is faced: MORNING/EVENING/ALL
4) Customer link Status: X
5) Link was choking: YES/NO
6) Optical Powers: X
7) BERs Status: X
8) Issues faced on Devices: SINGLE/MULTIPLE
9) N-Doctor speed test results: X
10) Customer was asked to share the N-Doctor all tests results: YES/NO
11) Least Congested Channel Selected during N-Doc App: X
12) WiFi channel Width changed to 20 MHz in case of 2.4 GHz: YES/NO

Further troubleshooting

1) Ask customer for destination IP

a) If he is unaware of IP address, guide him following process.
i) Launch the game and join the gaming server
ii) Minimize the game and launch “Resource Monitor” (only for Windows)
iii) Go to “Network” tab
iv) Open “Network Activity” tab and find the IP address mentioned ahead of the game
name.
2) Check the ping of destination server from TAC / Eastern Server / Western Server
3) If ping is not in range from TAC / Eastern Server / Western Server, escalate to core.tac over
email or TT
4) If ping is in range from either Eastern or Western server, ask customer to select the specific
server from customer porta.
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Dear Core.tac, kindly do the needful
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