Introduction

There are several network connection issues which can be resolved with some simple steps. We have gathered the most common problems and their solutions here, under the following categories:

0. Introduction
1. Unable to Connect
2. Disconnected from Server whilst Playing
3. Unknown Entities or Invisible, Missing or Naked Characters
4. Router or Firewall problems
5. Making a forum post

Note: When troubleshooting connection issues with World of Warcraft make sure that you have removed all add-ons, we have had some reports of disconnections being caused due to out-dated add-ons running:

When you have closed down the game, locate your World of Warcraft installation folder and delete the WTF, Cache and Interface folders.

Unable to Connect

If you are using a Macintosh, please refer to the following for more specific steps for this operating system:
http://forums.wow-europe.com/thread.html?topicId=3704991429&sid=1#4

If you receive the message ‘Unable to Connect’ or ‘Disconnected from Server’ immediately upon logging in, or if the connection hangs on ‘Connecting’, then World of Warcraft is not able to establish a connection to our servers.

The most common reason for this is a firewall or router blocking the ports that the game uses, or the game program itself:

Check section 4) Router or Firewall problems below for links to support articles that will allow you to
configure your router or firewall correctly with World of Warcraft.

Renewing the DNS

Updating the DNS table can help refresh data used in your internet connection. This has been known to solve some connection issues. Please make sure that you are logged into Windows as the computers administrator.
- Click the Start button then select Run
- In the text box type CMD
- In the DOS window that appears type the following:
ipconfig /flushdns

Running these commands will reset the contents of the DNS resolver cache, after that command is complete you will be returned to the > command prompt. Try again to connect to the game without closing the window.

If you still cannot connect you can also use the following commands in the same CMD command window to renew the IP address of your computer:

ipconfig /release
ipconfig /renew

Once these have completed type exit and press the Enter key to close the Command Window.

Using the Correct MTU

Some connection issues can be caused if you are using an unsuitable MTU (Maximum Transmission Unit) value. This value determines the size of packets that your network device can send and receive, if a value is too high or too low you may encounter connection problems.

Some more detailed information on the MTU parameters are available on Wikipedia:
http://en.wikipedia.org/wiki/Maximum_transmission_unit

1500 = Used in Cable Broadband connection and some Wireless connections (PPPoA)
1492 = Standard ADSL value (PPPoE)
1458 = Troubleshooting value used by some ISPS
1450 = Used by some Network Providers
1400 = Lowest value recommended for a broadband connection

You should contact your Internet provider to find out what MTU value they recommend for your connection. Most modern routers will allow you to set the value used in your connection: Instructions on adjusting this you should be available in the manual or from the router manufacturer’s technical support.

Note that if you change the value used on your router you should also update the value used by your operating system, to ensure that the data transfer is the same.
There is a freeware program that will allow you to alter the value used in the Windows operating system:

• Download the Dr TCP program here: http://www.dslreports.com/drtcp
  Choose the exe file at the top of the page.
  
• Run the utility.
  
• In the Adapter Settings pull down, select the Ethernet driver and adapter used to connect with the network.
  
• In the MTU box, type the MTU size you wish to use.
  
• Click in any other box, without changing the data there.
  
• Click Save.
  
• Click Exit.
  
• Restart the computer
  

Blocked ports

Although unusual, it is possible is that your network provider may be blocking or limiting the ports World of Warcraft uses for gameplay: TCP and UDP port 3724 and TCP port 1119.

This limitation finally ends with the error message that you unable to connect. So if you can eliminate all other reasons that can cause this error message, please contact your provider to make sure that they are not limiting or blocking port 3724 or 1119.

Router Problems
In some cases for setups have have a connection configured using a router + modem (not a combined unit), they have been cases when the router was blocking the connection. If you are using a similar connection try removing the router from the connection, and connect directly to the modem.

Also if you are using a wireless connection, try simplifying the connection by hard wiring the connection.

Disconnected from Server whilst Playing

One of the more common reasons for getting “Disconnected from Server” is due to out-of-date drivers for the network device you have installed and/or a miss-configured network component. Ensure that you have downloaded the most current drivers available from the manufacturer of your network card.

Please also check the 4) Router or Firewall problems section to ensure that those devices and software are correctly configured for the game.

Account sharing

A connection to the server can also be interrupted if another person, using the same account as you, tries to log in after you. If another log in with the same account as yours is attempted, you will be kicked out of the game. Please keep in mind that sharing an account is against our terms of use.

Network load and other programs

Other programs on your computer or on other computers within the network which use the same internet connection can also cause a disconnection problem.
Please disable or end all other programs within your network that increase the network traffic (e.g. file sharing software, parallel downloads, internet community programs etc.).

Problems with only one character

Should a problem occur only with one single character, and normal gameplay is possible with other characters, it is possible that there is a corruption in the game’s cache files. In this case please exit the game, then delete the folders WTF, CACHE and INTERFACE in your World of Warcraft installation folder, and then restart the game. If the issue continues, please also log into the same realm with another character and use the red question mark on the toolbar to contact a Game Master about the problem to ask them to investigate if that particular character has become stuck in some way.
Note: In some cases, powering down your router/modem completely for an hour has fixed some single character connection issues.

Satellite DSL

Due to the architecture of the connection via satellite, you should expect high latencies and to be routed over foreign countries, which can cause lags and disconnection problems. Furthermore some providers of Satellite DSL block ports used by World of Warcraft. Due to the fact that Satellite DSL software changes hosts and imhosts registrations, you should uninstall this software when temporarily using another internet connection.

Unknown Entities or Invisible, Missing or Naked Characters

This problem is, in most cases, caused when there is a break down in communication between your connection and the realm you are connected to. It can also be caused when your connection is swamped with information that it is unable to handle.

In many cases this can be solved by updating your drivers or configuring the network device correctly.
If you have a wired Ethernet connection please check the configuration of your network card as described in our FAQ article here:
http://eu.blizzard.com/support/article.xml?articleId=19465

If you are using a wireless connection and you are encountering disconnection problems, this could be down to the Wireless Zero Configuration service that was introduced with Service Pack 2.
http://paininthetech.com/2005/10/25/disable-wireless-zero-configuration-in-windows-xp/

Make sure if you disable this service that you create a new connection using the software that is installed for your network device.
If you continue to have problems on a wireless connection you should also check to make sure that you have the latest drivers installed for your network adapter and the latest firmware installed for your router as mentioned in the 4) Router or Firewall problems section below.

Router or Firewall Problems

Having a firewall installed or running on your connection can protect you against snooping eyes and potentially dangerous programs, however if your router or firewall is miss-configured it can cause connection problems, latency and disconnections.

World of Warcraft requires that TCP/UDP port 3724 is open correctly, if you are using a Battle.net account you will also need to make sure that TCP port 1119 is also open. Our support site contains the following articles for a number of commonly known routers and firewalls, if you are unable to find your router or firewall listed then contact the manufacture of the that device/software for further information and assistance:


Configuring your router for use with World of Warcraft:
http://eu.blizzard.com/support/article.xml?articleId=19445

Configuring your firewall for use with World of Warcraft:
http://eu.blizzard.com/support/article.xml?articleId=19442

Norton Guide:
http://eu.blizzard.com/support/article.xml?articleId=21477

In addition, guides for a large list of firewalls and routers can be found at the following website: http://www.portforward.com

We would also recommend that you regularly check your Router Manufacturer’s support site for any firmware updates that may become available for your router which can help to improve performance and stability.

Making a forum post

If you continue to have difficulties with your connection after following the advice above, or you have any difficulties with the any of the recommended steps, it is time to create a new forum post.
We would recommend firstly that you consult our advice on creating a post in our Information thread here:
http://forums.wow-europe.com/thread.html?topicId=2405449539

In addition to this, it is especially important when posting regarding a connection issue that you include as much information about what the issue is and what hardware/software you are using.

Please include a detailed description of your problem, try to list as many details as you can think of and include a detailed account of the steps that you have already taken to troubleshoot your issue.
Please also provide the following information:

ISP -
Country -
Modem (and firmware version if known) -
Router (and firmware version if known) –
Network device (Driver version if available) -
Type of connection used (Wireless / USB / Ethernet) -
Operating System -
Security Software installed (Firewall, Anti-Virus) –
Traceroute to your realm – http://eu.blizzard.com/support/article.xml?articleId=18888

Remember that the more information we have at the start the easier it is to troubleshoot the issue with you.