Ping is the measure of the time it takes (in milliseconds) for a server to receive packets of data from your computer and send them back.
It’s like shouting “Echo!” and checking how much time it takes to hear your echo.
High ping is caused by your physical distance to the server where the action game is hosted.
Your ping will be completely different depending on the host server to which the matchmaking algorithm sends you.
Heroes & Generals uses action game host servers located all over the world.
When you look for battles, the matchmaker first checks if the server closest to you ( = with the lowest ping) has a mission that fits your filtering preferences.
If no suitable mission is found on that server within a certain time, the matchmaker then begins gradually including other hosting centers, with gradually higher pings, in its search.
Currently we have action game servers placed in Germany (Frankfurt), Singapore, South Korea (Seoul), Australia (Sydney), Brazil (Sao Paulo) and the United States (California & Virginia). The strategy servers are not depending on low ping and are placed in the Netherlands (Rotterdam).
After looking for about 8 minutes, the matchmaker will reach its maximum ping allowance: 250 ms.
So if you wait longer than that and no missions are found, that could mean your matchmaking criteria are too narrow.
Your option in that case is either to broaden your filtering options, or try again at a different time of the day.
About high ping and downloading
For the best performance, it’s recommended not to have any other applications downloading files (for example software updates) in the background while you play Heroes & Generals. If you’re downloading while playing, this CAN significantly increase your ping.
Distinguishing high ping from other connection issues
If your ping is okay, but the animation is very jittery and your actions often seem to have no effect, you might instead want to check if your connection is not affected by packet loss (this is something you can only verify from your side).