Random disconnects and timeouts during play
This one is not certain. It is marked likely: the guidance is safe and reasonable, but the diagnosis is not proven for every case. If it does not match what you are seeing, stop and ask rather than pushing on.
Being dropped mid-session can be your line, your router, or the server. The timing pattern usually tells us which.
What you see
- Play is fine and then the connection drops
- It may cluster at a certain time of day
- Other household devices may also drop
What usually causes it
- Packet loss on the player's line or Wi-Fi
- Router overheating, overloaded, or dropping NAT entries
- ISP instability
- Server restart or a server-side crash
- Anti-cheat or an administrative action, which looks identical from the player's side
Worth checking first
- Run the packet-loss and jitter test
- Ask whether other devices in the house drop at the same time
- Check whether the drop time matches a scheduled AGN restart
- Ask whether a message appeared before the disconnect — a kick message reads differently from a timeout
Safe steps, one at a time
- Switch to a wired connection to rule Wi-Fi out
- Restart the router and retest
- Record the time of each disconnect — a pattern is diagnostic
- Send the report if drops continue on a stable wired connection
These are suggestions, not instructions. Do only what you are comfortable with, back up anything important first, and stop if a step does not match what is on your screen. Advice, risk and responsibility.
When to stop and ask staff
Escalate with timestamps when the line is clean, or when several players drop at once. Anything mentioning a ban or a kick goes to staff immediately and is never answered by automation.
Looks like
Unknown — needs staff review
What staff will need
- Timestamps of disconnects
- Packet loss result
- Wired or wireless
- Exact wording of any message shown
Applies to
Correlate with AGN server restart schedule and crash logs for the same window.
Last reviewed Fri Sep 18.