Thanks for raising your concerns. Please do a traceroute and send the logs to blizzardsupport@iahgames.com so we can investigate further.

Running a trace route may help identify where the connection problems are occurring. This does not imply that your internet connection is having problems but this does help us test the connection from your computer to our servers and every "hop" in between. Using this program can help determine what location the data you are sending is running into a problem.

Steps to run the Trace Route command (Windows XP):

1) Click Start and then Run
2) Type "command" and press Enter
3) In the command window, type 'tracert us.logon.battle.net > C:\tracert.txt' (without the quotes)

Steps to run the Trace Route command (Windows Vista and 7):

1) Click Start and in the "Start Search" field type "command" or "cmd"
2) Right click on the CMD icon and select Run as - Administrator to start the Command window
3) In the command window, type 'tracert us.logon.battle.net > C:\tracert.txt' (without the quotes)


A file will be created on your C: drive called tracert.txt that contains your trace route information. Please be patient when waiting for the tracert command to complete, it may take several minutes. When you are returned to the command prompt, then the trace is complete. Please email your tracert.txt to me for further analysis.

If you would like to analyze the results yourself, try our step-by-step explanation of the output produced by the tracert command below.

I ran Trace Route, now what do I do?

Open the tracert.txt file. You will see 3 kinds of information regarding the route that internet traffic is taking from your computer to the realm you chose:

1) The number on the far left is the hop number.

2) The next 3 numbers (with 'ms' after each one) is the length of time, in milliseconds, it takes for your computer to receive a response from the computer you are trying to contact. A high value, for example greater than 200 ms for broadband or 350 ms for dial-up indicates that traffic is slow, and can cause latency or 'laggy' play.
Asterisks (*) indicate that your computer did not receive a response from the computer you are trying to contact at all, which can keep you from connecting to our servers all together, or cause you to be disconnected abruptly.

3) The final piece of information is the DNS (or 'name') and/or the IP number of server you are trying to contact on this hop. If you did not receive any responses from this server, you may receive an error message such as 'Request Timed Out' or 'Destination Net Unreachable'.

**IMPORTANT**
Since our Battle.net servers are protected from unsolicited traffic and attacks, all the hops after you have reached our server may give you an error message such as 'Request Timed Out' or 'Destination Net Unreachable'. Our current server names begin with various mixes of numbers and letters, and end in the following addresses:

attens.net (example: mdf1-bi8k-1-ve-114.lax1.attens.net)

All error messages you may receive after contacting our server can be safely ignored for troubleshooting purposes, and they do NOT indicate a problem with your internet connection.

If you see any error messages or asterisks in your trace route for the hops before you reach our servers, you may need to contact your Internet Service Provider (ISP) and provide them your trace route information for further troubleshooting. Once the information has been submitted, it may take several days for the problem to be identified and resolved. Remember that Blizzard Entertainment can only ask your ISP to fix an issue; the best results come when you contact your ISP directly.

If you are having issues downloading the game from our website, please first delete the file you've downloaded, and redownload the latest download manager from http://www.battle.net/ and try again. If that doesn't help, please try the steps noted in the posts below.

Step 1)
Open up Internet Explorer and make sure that "Work Offline" is not checked, and that Internet Explorer has normal access to the Internet. Our downloader uses the default Windows settings, which Internet Explorer also uses.

You may also need to double check your proxy settings for Internet Explorer. This can be done by launching the browser, choosing "Tools," and then "Internet Options". From there, go to the "Connections" tab and click the "LAN Settings" button. Look for a checkbox labeled "Automatically detect settings." If it is clear, check it. If it was checked, clear it. If you have a proxy set up and the downloader is not working, you may wish to remove it.

After removing the proxy setting, you will need to download a new StarCraft II: Wings of Liberty downloader from http://www.battle.net/account/

Step 2)
You may need to verify you are using an Administrator account. To find out which user accounts are marked as Administrator accounts with Windows XP, please see the instructions below:

Click Start > Control Panel and look for an icon called User Accounts.

Double click this and it should bring up a list of users on your computer.

Find the user account that matches your user name and have a look in the group column, it may say Administrator, power user, or user. This is what type of account you are logged on with. Make sure the one you are using is listed as an Administrator.


In order to set the downloader as Administrator Mode with Windows Vista/7, please follow the steps below:

Right click on the Blizzard Downloader file.

Select "Run as Administrator"


Creating a new user account might also resolve the issue. For instructions on how to create a new user account, Microsoft's site contains guides for each Operating System:

Windows XP: http://www.microsoft.com/windowsxp/using/s...p/accounts.mspx

Windows Vista/7 (please follow the instructions for setting up a new user account on a workgroup, not a domain): http://windowshelp.microsoft.com/Windows/e...836e531033.mspx

Step 3)
Sometimes power cycling your modem, router, and computer can help clear up these issues. Please power off the computer through the normal shut down process, and, leaving the computer off, find the power cord for your router and modem, and remove the power for about 60 seconds, making sure all the lights turn off. Once the lights on all your routers and modems have been off for about 1 minute, plug them back in and wait for the lights to stabilize. Once the lights are stable, turn the computer back on, delete the download manager, redownload it, and try again.

Step 4)
Next, you may have some security software loaded on the computer which may be blocking the application from connecting to the Internet. Often times, simply disabling the security software may not allow the download manager to connect still. You will want to review your security software's documentation to make sure that the download manager has proper access to the Internet.

If you have ever had security software, but have since removed it, remnants of it may remain behind. You may wish to try running the Norton Removal Tool or the McAfee Removal Tool to make sure those two products remove properly. Their links are below:

Norton Removal Tool: http://service1.symantec.com/Support/tsgen...005033108162039

McAfee Removal Tool: http://service.mcafee.com/FAQDocument.aspx?id=TS100507