I've submitted a ticket about this. Here is the response:
If you are having high latency / high ping / connectivity issues to one of the servers hosted by hiperz
please download this file:
https://www.hiperz.com/static/hiperz_test.zipextract hiperz_test.bat on your desktop
double click it and wait a few minutes for it to complete.
Once it has completed it will create a file named hiperz_test.txt on your desktop... send it to us from here:
https://www.hiperz.com/contact.phpThey also need ip addresses