Support Centre

Performing a Ping & Traceroute

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If you report issues with your server (for example, lag) our support team may ask you to send a ping and traceroute. 

A ping log can be used to check your connection's response time to our server, as well as any packet loss.

A traceroute can be used to map the routing of your connection - it shows the path through your ISP, our providers and finally our destination server.

Pinging your server

Windows

  1. Click the start menu, and in the search bar type 'Command Prompt'.
  2. In Command Prompt, type:
    ping YOURIP
    replacing YOURIP with your server's IP. Be sure to leave off the port.

    For instance, if your server was located at 27.10.10.5, you would type
    ping 27.10.10.5
  3. Wait for the process to finish, and take a screenshot of the window. This can be accomplished by using the Windows Snipping Tool.
    The output should look similar to:

Mac

  1. Using Spotlight (the search button in the top right corner of your screen), search for Terminal.
  2. In Terminal, type:
    ping YOURIP
    replacing YOURIP with your server's IP. Be sure to leave off the port.

    For instance, if your server was located at 27.10.10.5, you would type
    ping 27.10.10.5
  3. Wait for the process to finish, and take a screenshot. This can be accomplished by pressing Command + Shift + 3 on your keyboard - the image will be saved to your desktop. The output should look similar to:

Undertaking a traceroute

Windows

  1. Click the start menu, and in the search bar type 'Command Prompt'.
  2. In Command Prompt, type:
    tracert YOURIP
    replacing YOURIP with your server's IP. Be sure to leave off the port.

    For instance, if your server was located at 27.10.10.5, you would type
    tracert 27.10.10.5
  3. Wait for the process to finish, and take a screenshot of the window. This can be accomplished by using the Windows Snipping Tool.
    The output should look similar to the following image. Note that this trace was conducted inside the same datacentre as the IP and your trace will contain more hops.


Mac

  1. Using Spotlight (the search button in the top right corner of your screen), search for Terminal.

  2. In Terminal, type:
    traceroute YOURIP
    replacing YOURIP with your server's IP. Be sure to leave off the port.

    For instance, if your server was located at 27.10.10.5, you would type
    traceroute 27.10.10.5
  3. Wait for the process to finish, and take a screenshot. This can be accomplished by pressing Command + Shift + 3 on your keyboard - the image will be saved to your desktop. The output should look similar to:

Finally, send a screenshot of both your traceroute & ping to our team by attaching the images to your support ticket. 

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