Knowledgebase

This troubleshooting guide provides concise steps to help our team diagnose and resolve network connectivity issues faster.

From GNU/Linux-based system

1. Ensure packages iptutils and mtr is installed, otherwise use your system package manager;

2. Run tracepath -n xxxx > ~/tracepath.txt, where xxxx is your service IP address:

3. Run mtr -c 1000 -w -n xxxx > ~/mtr.txt, where xxxx is your service IP address and ~/mtr.txt is the file with test results, which will be saved in your home folder:

4. Attach files tracepath.txt and mtr.txt to the ticket.

From Windows system

1. Download WinMTR: https://github.com/White-Tiger/WinMTR/releases;

2. Type servers' IP address to the "Host" field;

3. Click "Start";

4. Run WinMTR until 100 packets will be sent at each row;

5. Take a screenshot of your results and share them with our technical support staff.