Ping (latency) jumps when connecting to a server

Any time you see symptoms like this you need to check your computer and local network for problems.

If you are running anything like cybersitter, netlimiter or x-fire or any windows theme programs like windowblinds uninstall them, these are known offenders.

If you have XP SP2, uninstall any other firewall program until you solve this problem (uninstall, don't "delete"). ZoneAlarm especially is causing a lot a problems for players.

Some anti-virus (and firewall) programs are having problems with SP2, Grisoft AVG 6 and earlier versions especially. Uninstall "old" A/V programs or upgrade to the latest version.

Firewalls

Update your firewall permission. You must remove all reference to steam.exe, hl.exe, hlds.exe, and hl2.exe from your firewall permissions and let them be re-learned every steam update. Don't just assume because they are listed there that they are ok.

Be sure to give permission for all ports and for TCP and UDP. If it doesn't ask after you remove existing permissions, then you have something set wrong (security too high) or you have another firewall running.

Home Network Details

If you ask for assistance, always provide your internet modem / router manufacturer and model and firmware numbers when reporting problems like this.

Problem Modems and Routers

There are at least four known modems / routers that can cause problems like these, Actiontec, Linksys, Dlink, and BroadXent (Creative Labs).

There are probably more then that, but those are the only ones that have been consistantly reported to cause problems.

There is no solution for Actiontec except to get a new modem. Linksys can be fixed by running a specific "older" firmware version, the latest versions (and very old versions) have problems. Please see the Router and Router Firmware Issues topic for more information on firmware issues.

Dlink shows up from time to time, bypassing the router will usually fix the problem if it's the cause.

Broadxent is a good example of a DSL modem + router that can cause this exact problem.

They have a firmware design or bug that will cause the modem to crash and go offline for a minute if you refresh more then 8,000 servers (varies with the model numbers). Other "lowd" modems and routers can show this exact same problem.

If your internet connection goes offline when you try to get a list of servers or connect, then you have a modem/router problem.

Slow Down Steam to Test

Slowing down the Steam internet connection rate to "modem" speeds may help your problem. Setting your rate too high may overload your modem or router or internet connection and cause this problem.

This can be especially true if you have a number of computers online behind one modem (like a home LAN event or CyberCafe).

Always restart Steam after changing the internet connection rate.

Bypass External Routers

If you have a problem like this and you run a modem and a router, always remove the router and plug straight into the modem and see if your problem goes away.

The linksys "network everywhere router" has recently been reported to cause this exact problem.

Test on Analog Modem

If you still have this problem, try using your 56K analog dial-up modem and see if you have any problems at all using that (besides being slow). Again, be sure to set your Steam Internet Connection rate appropriately.

No Hubs

Another tidbit, if you are using a network "hub" anywhere on your internet connection get rid of it. Hubs are unable to handle mixed ethernet speeds and can cause many different problem symptoms, including these.

If you must use a hub, you need to force all of your network devices to run at 10mbit only, but this may not help congestion problems (one computer hogging the hub).

No ICS

Last, if you are trying to run your computer behind any sort of proxy or VPN or Internet Connection Sharing, all bets are off. Never use connections like this for gaming.

If nothing here helps

Please see the Contacting VALVe Billing and Support article for instructions to contact support.

Be specific about the details and what you've tried to fix the problem.

What do I do about Virus and Spyware Problems?

Online update each program to the latest definitions and run it until is comes up clean.

Run Pestpatrol last, it detects the most but won't automatically remove anything unless you purchase it (they give manual removal instructions).

Clean House

Clean house thoroughly of virus and spyware and known offending programs before running your MSINFO32 report, and then submit the report to the support website.

If there are a long list of things that can be easily identified and removed, you might find that removing these pests will solve your problem and maybe eliminate many other irritating problems you've been seeing on your computer

It's also very important to make sure you have all the latest operating system updates and motherboard, sound and video drivers so those are not an issue.

Microsoft Update for all Operating Systems

The cleaner your report is, the faster your problem can be solved.

Eliminate the obvious and what is left can be efficiently reviewed.