Issue in PS4/XBox :
Probe if user is connected through Router with Direct Lan or Connected through Direct Excitel Wire or is playing through wifi.
CONNECTED THROUGH LAN ( PS-4 )
If user says facing issue in all the games , there is possibility of Local Network issue, in this case , take remote access and check router configuration
Then Ping Cisco.com (Border router and user end traffic will be identified ) and Google.com (DNS Latency and traffic will be identified)
If RTO Occurs then align FE to check RTO at ERP end too.
If No RTO at ERP end then might be some physical wiring issue and the FE will try to resolve, however if RTO at ERP end then case will be escalated to NOC.
If No RTO at User End : (If PS-4) Ask user to turn off all other apps and then consult with System Team regarding TCP dump and also ask to user about his public ip through “what’s my ip” .
We will get Destination Ip and Destination Port from TCP Dump, After that consult with NOC team with the public ip with above details to get the lagging issue checked.
IF PLAYING GAMES ON LAPTOP Check Laptop compatibility, check CPU must be of 4 Core ( ctrl+Shift+esc and go on performance and core should be mentioned 4)
For Checking Graphic Card, go to window+r > dxdiag > check RAM (min 4gb) and Graphic Card should be min 4gb so check “Approx Total Memory” in Display option (Min Req. is 4 Gb) cmd
Check Simulator, tracert simulator, and game and then forward to NOC mentioning public ip. (if game can ping then ping also - counter strike and pubg )
Check if user is able to play with other ISP or not, and check same result through other ISP then share the same with NOC (tracert and other details same as mentioned above).
General Gaming Issues : Getting 0% packet losses but the user is bothered about high ping. Check if the ping is less than or Equal to 100 then there is no issue.
If packet loss is 0% but ping is more than 100 then there might be local network issue
Hence, Ping Cisco.com (Border router and user end traffic will be identified ) and Google.com (DNS Latency and traffic will be identified)
If RTO Occurs then align FE to check RTO at ERP end too.
If No RTO at ERP end then might be some physical wiring issue, however if RTO at ERP end then case will be escalated to NOC
If there is packet loss then there is issue might be in local network or core network.
Check Laptop Capability, check CPU must be of 4 Core ( ctrl+Shift+esc and go on performance and core should be mentioned 4)
For Checking Graphic Card window+r > dxdiag > check RAM (min 4gb) and Graphic Card should be min 4gb so check “Approx Total Memory” in Display option (Min Req. is 4 Gb)
Check Simulator, tracert simulator and game and then forward to NOC mentioning public ip. (if game can be pinged then ping also - counter strike and pubg )
Check if user is able to play with other ISP or not , and check the same result through other ISP then share the same with NOC (tracert and other details same as mentioned above)
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