Dealing with lag and performance issues during online gaming can be extremely frustrating. The following guidelines aim to assist you in resolving your ping-related issues:
High ping or loss for everyone
If all players are experiencing high ping, it's recommended that your team captain contacts live support through the Match Page to arrange for a new server configuration
Once all players have transitioned to the new server, the match will continue from the most recent saved round.
However, it's important to note that if any member of the losing team fails to join the new server, that team will be marked with a loss. Similarly, if a player from the winning team doesn't join, the match will be cancelled.
If the issues continue please follow this guide on how to report server issues to us.
High ping or loss for a single-player
When you're the only one facing high ping, the issue is likely not with the server itself. To troubleshoot your connection to our servers, consider the following steps:
- Check your internet connection using websites like speedtest.net to ensure it's functioning properly.
- Perform a latency test with our server provider, Hiperz, and share the results with their support team.
Should you need to temporarily leave a game to restart your internet connection, kindly request your team to call a timeout for you. Leaving the server for more than five minutes will result in a leaver ban.
There was a Steam/CS2 update
Steam updates should not have any impact on ongoing matches. If you disconnect from a match during an update you may experience issues joining back.
If there is a Steam update going on, you will have to wait for Steam services to come back online before you can join back.
If there is a CS2 update and your game automatically updates, you will need to roll back to the previous version to join back to the match. To do this:
-
Right click on CS2 in your Steam library and select ‘Properties’
-
Next, click on ‘Betas’ and under ‘Beta Participation’, select the previous CS2 version. This should be the last one on the list (please note that the number will likely differ from the one in the screenshot)
- Once you have done this, your game will need to patch again, once this is done, you should be able to join back to the match.
Can I have elo returned from a match that I lost because of server issues?
Elo can only be returned from a match if we can clearly see that there were significant server issues affecting the match. This means that the majority of players in the match are experiencing lag.
If this does happen, please take a clip of what is happening, making sure to include the scoreboard so that we can see everyone’s ping at the time of the issues. You will then need to send this over to us in a ticket under the contact reason “Elo, Server & Matchmaking Issues > Server Issues”, making sure to include the clip that you have taken, uploaded to a site like Streamable or as an unlisted Youtube video, and a link to the match room.
Unfortunately, we cannot return elo lost due to any disconnections around Steam or CS2 updates, as this is beyond our control.