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cynic
Community Member

Degraded Performance in Germany

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So I've been enjoying Stadia very much since launch and since launch things have been working pretty much flawlessly for me. Using a hardwired Chromecast I was able to play in highest quality on my 4K TV. Stadia would constantly report excellent connection. However, since a couple of days performance has been degraded for me unfortunately. I am now stuck at "good" connection quality and I only ever get the 1080p stream. I also seem to be getting artefacts and the stream changing resolution occasionally. However, I can't reach excellent quality anymore and it bothers me a lot, taking all the fun out of Stadia. :disappointed_face: I have checked everything I could form my side. The Router has been reset multiple times and it is ok. Stadia Speed Test reports the same speeds as it always did. There are no new network devices and monitoring the bandwidth usage on my router, I don't see anything interfering. There have also reset the Chromecast to no avail. There is really nothing else I can do about this except contacting my ISP, although this would probably be pointless, since I can't report anything being wrong with my connection except for Stadia. Very frustrating. @GraceFromGoogle Is there anything Google is doing from their end on Stadia infrastructure in Germany currently? Are there any other issues which might affect performance in my location at the moment? How can I go about this issue? We really need more detailed diagnostics when looking into such problems because as things stand now my ISP and Google support will probably send me running in circles.
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Best Response
GraceFromGoogle
Community Member

Hi everyone,

Apologies for the delayed communication regarding this issue. I'm glad to hear that everything is back to normal on your end, and if the issue returns, please feel free to post again in the Stadia Community Forum or reach out to the Stadia support team. Thanks everybody! 

- GraceFromGoogle 

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61 Replies
cynic
Community Member

Good Morning Everyone,

Thanks for keeping the reports coming in. :slightly_smiling_face:

Unfortunately I have to say that this is now day 5 and no change. Stream quality is stuck at "good" with a 1080p stream. It never reaches "excellent" anymore.

I've done half an hour of testing and Stadia speed test shows the same excellent connection as it always does across many successive runs. Ping is good and there is no jitter.

Something seems to be broken here in Germany. Whatever changes have been made on December 2nd, please revert them, because up until then everything was perfect.

Alternatively, please give us an advanced option hidden behind some button in the Stadia app which allows to manually set and lock in connection quality.

This is getting extremely frustrating because we dont't know whether or not Google is aware or if anyone actually cares. At this point it would go a long way to actually get an official word along the lines of "we'll be looking into this". None of us expect an immediate solution. Just let us know you actually saw this and passed it on.

I'll be raising this issue with Stadia support chat today as well. Perhaps they can pass it on to the US team.

@Barbas 

This is interesting, is NBA 2K20 consistent for you across multiple launches or was that just luck? I'm going to try all of my library now and will post it here. I don't have NBA though.

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MarshalFightZ
Community Member

@cynic 

Thank you for this article I hope someone like @GraceFromGoogle would here it

for me is there a inconsistence 

i got excellent quality but it is only on different hours

today this morning only good quality and no 4K 

and in evening too but I have serveral hours a excellent quality and I think there is a degradation somewhere from

google or from the providers 

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Barbas
Founder
Founder

It was not consistent. NBA 2k20 is back to 'good'

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cynic
Community Member

Great we're keeping this up up guys. Hopefully this will get things moving now.

@Keule Charles had me run speed tests and try the Chromecast both wireless and wired as well. Also took my number.

@Barbas So it was a one-off then. Thanks for getting back about that.

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razzzar
Community Member

Chat with joe and his answer. Although told him about the audio delay problem from day 1 a lot of people dealing with using chromecast.

 

And i told him there should be more official feedback in stadia forum...people getting mad....

 

Screenshot_20191206-122618_Samsung Internet.jpg

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Borussia
Silver Stadia Guide
Silver Stadia Guide
Home now. First of all I cannot confirm any 4k stream in NBA2k20. Sadly. After that I chatted with Charles as well (because I'd like to change my display name here to my Stadia name which oddly seems to be an issue...) and thanked him for his support in the name of the German community. Let's hope for quick help on Google's end.
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Barbas
Founder
Founder

I chatted with our friend Neo from support.

He told me it has been escalated and will be fixed.

It seems to be a problem with the servers.

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Barbas
Founder
Founder

"Yes. It's seems like some of the customers in Germany also experiencing the same issue. So most likely, it is with the server." - Neo

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cynic
Community Member

I really hope that after this they will set up some kind of monitoring telling them something is wrong when a lot of users which were receiving 4K without issues consistently, suddenly receive 1080p only over a longer period of time.

Actually I would have expected something like this to be in place already. :winking_face:

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KeyserSoze9587
Community Member
Playing Tomb Raider in beautiful 4K right now. All my other games work too. Yay!
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cynic
Community Member

I can confirm that 4K streams are back for me as well. I've tried five of my games just to make sure this wasn't coincidence. All of them were showing excellent connection quality immediately. Almost forgot how crisp this looks. :grinning_face_with_big_eyes:

I have to say that considering that this issue was only reported to Stadia support today, they fixed it incredibly fast. I did not count on that, so I am actually quite happy with that experience.

Thanks a lot for everyone posting here. I do think this actually helped us getting things resolved quickly, since they could see this wasn't some isolated case.

Can the rest of you also confirm things being back to normal?

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Pheenix
Community Member

It works again for me, too. But I wouldn't say that my experience with support was good/helpful, because it took very long.  Google should look more  after their community in this forum in future, at least give a statement, that they get the hint and are working on it. Thank you all, the community is great, Google can only learn from this :winking_face: 

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razzzar
Community Member
Working again in 4k. Thx to everyone
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cynic
Community Member

@Pheenix 

What I meant was the time between first contact with Charles and resolution. That was just a few hours, which I liked.

As for the fact that noone bothered to reply here on the forums, I totally agree with you.

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Rammstein
Community Member
Läuft hier auch wieder. Top support muss ich sagen. Gestern abend mit denen über facebook geschrieben, heute fehler behoben. Well done
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Borussia
Silver Stadia Guide
Silver Stadia Guide
Can confirm a proper 4k stream again. Community, you are great. Glad to be a part of it. Keep it that way :slightly_smiling_face:
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MarshalFightZ
Community Member
I can conform to
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MarshalFightZ
Community Member

I can conform to

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Keule
Founder
Founder
4K stream is back for me, too. Hope they will do some monitoring of their service in the future.
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Phili
Community Member

If it's a game depending thing I can add Mortal Kombat to the list. No chance to play in 4K since at least Tuesday.

1 Kudo
woower
Community Member

Same here. Since a couple of days, I only get a "good" connection.

My ISP is Vodafone cable 1000/50 in Berlin.

1 Kudo
Borussia
Silver Stadia Guide
Silver Stadia Guide

@Barbas 

Thanks for pointing that out.

I'll try to confirm this as soon as I finish work today.

Nonetheless this problem is really frustrating since I am not interested in playing with a minor quality 1080p-stream. It's not only that the pixel count suffers from that state of condition but the pixel quality as well.

1 Kudo
Fjoxen
Community Member
Did anyone have luck contacting the Stadia-Support? I wrote them on twitter but no luck getting a response so far.
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cynic
Community Member

So I have been testing all of the games I have access to, which are:

  • Samurai Showdown
  • Destiny 2
  • Kine
  • Farming Simulator 19
  • Tomb Raider Definitive Edition
  • Assassin's Creed Odyssey
  • Darksiders Genesis

I gave every game around 5-10 minutes of actual gameplay so the connection could build up and test a few times. None of those games were able to reach an excellent quality 4K stream. Although all of them used to play at excellent without issues before. Except Darksiders, since I just got that one yesterday. :winking_face:

I have also raised this issue with support now. I spoke to someone called Charles and he told me he would pass this on as "regional outage". Perhaps it would be helpful if we all passed it along to get some more visibility for this issue.

If you'd like to try, please use the following link. Make sure to select "English" in the dropdown on the page, because there seems to be no support chat available for German language.

https://support.google.com/stadia/contact/stadia_chat

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Fjoxen
Community Member

Wrote with Charles aswell:

 

"...but I have already escalated this concern to our higher level of support."

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cynic
Community Member

Poor Charles seems to be alone with Stadia support today. Thanks a lot for trying though!

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Bertolus
Community Member

I chatted with him a minute ago. He said, the issue is being reported by many people and I could rest assured, the are looking into it. 

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Borussia
Silver Stadia Guide
Silver Stadia Guide

Keep on the great community work, guys!

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razzzar
Community Member
@Bertolus Thx for sharing the info
Tags (1)
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Bertolus
Community Member

I can confirm Tomb Raider working now in 4K. I could already tell it by the fonts on the startup splash screen. 

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