When troubleshooting connection issues, we may ask you to run an MTR test. MTR traces your connection and logs information about each step that it takes, allowing us to better diagnose exactly where the issues is.
Windows
This test requires the use of a 3rd-party program. The steps below will guide you on performing the test, or you can follow along with the video tutorial.
Video tutorial
- Download WinMTR
- Extract the contents of the .zip file downloaded to a location on your PC.
- Open the folder extracted from the .zip file and select the folder that matches your version of Windows (32-bit or 64-bit) and run WinMTR.exe
- Enter the IP address you want to test in the “Host” field of the application window. This is typically your server IP.
- Click “Start” to begin the test and connect to your service (if feasible) while running the test.
- After capturing about five minutes, or 100 “sends”, of data, click “Stop” in WinMTR.
- Click “Export Text” and save the .txt file to a location on your PC.
- Provide our team with the .txt file generated by WinMTR.
Linux
MTR is included in most linux distros and can be used by running the mtr <IP> command in your terminal, where <IP> is replaced with your server IP.
You’ll want to provide the -w, or --report-wide, and -c, or --report-cycles, parameters so that you’re able to copy the output from your terminal and get a consistent result. You can do so by running the command below.
mtr -w -c 100 <IP>where <IP> is your server IP and 100 is the number of “sends” you’d like to run.
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Frequently Asked Questions
At least 100 sends or five minutes, whichever is longer. That ensures there is enough data to diagnose where the problem is.
Click Stop, then Export Text, and save the .txt file to a location on your PC. Provide that .txt file to our team.
Check that you removed the port, the :XXXX on the end, from the Host field. The field takes the IP or hostname on its own.
MTR is included in most Linux distros. Run mtr -w -c 100 <IP>, where <IP> is your server IP and 100 is the number of sends, so the output is wide enough to copy and consistent.