If you're encountering network issues with your server, we encourage you to submit a support ticket. When you do, please ensure that you specify the server that is experiencing the problems. Depending on the nature of the network issue you're facing, there are two types of requests you can select from.

Server is not reachable

If you find that your server is inaccessible, you have the option to attempt a restart on your own.

To accomplish this, navigate to the servers section, select the appropriate server, and press the "Reboot" button. Should this fail to resolve the issue, it might be due to your server being blocked by us.

Packet Loss

If you're facing issues with packet loss, we will require some proof to investigate the matter.

Linux or MacOS

You can execute the following command to generate an MTR report on Linux or MacOS:

mtr -r [IP of your server]

You can provide this result to our technical support so they can diagnose the issue; you will receive something similar to this:

HOST: test-server Loss% Snt Last Avg Best Wrst StDev 1.|-- _gateway 0.0% 10 2.1 2.2 1.7 2.9 0.4 2.|-- 172.16.30.5 0.0% 10 4.1 4.6 3.8 6.0 0.7 3.|-- 10.10.5.190 0.0% 10 4.1 4.3 3.6 5.4 0.7 4.|-- et-8-0-5.cr2-par11.ip4.gt 0.0% 10 22.4 23.9 21.1 33.8 4.2 5.|-- et-0-0-13.cr2-par9.ip4.gt 0.0% 10 25.1 25.2 20.7 40.9 6.5 6.|-- et-1-0-17-17.cr2-par9.ip4 0.0% 10 21.3 22.5 20.9 27.8 2.0 7.|-- et-0-0-0-0.cr4-mad5.ip4.g 0.0% 10 38.7 29.6 26.4 38.7 3.8 8.|-- ip4.gtt.net 0.0% 10 25.6 26.0 25.1 27.8 0.8 9.|-- 172.16.254.8 0.0% 10 26.0 26.9 25.1 34.7 2.8 10.|-- 194.26.100.1 0.0% 10 26.0 25.9 25.5 26.6 0.3

Windows

To generate an MTR report on Windows, follow these steps:

  1. Download WinMTR:

    • Visit WinMTR's download page.
    • Download and extract the WinMTR file suitable for your Windows version (32-bit or 64-bit).

    • Run WinMTR:

    • Open the extracted folder and run WinMTR.exe.

    • Input the Server IP:

    • In the Host field, enter the IP address of your server.

    • Start the Test:

    • Click on the Start button to begin the test.

    • Wait for Results:

    • Allow the test to run for at least 10 minutes to gather sufficient data.

    • Save the Results:

    • Click on the Export TEXT button to save the results.

You can then provide this result to our technical support for further diagnosis.

Reverse MTR

Additionally, you can provide a reverse MTR from your server; for this, you must know your IP address. You can obtain it by accessing https://ip.cubepath.com/. Once you have your IP, execute the following command through SSH on your server:

mtr -r [Public IP of your site]

If you cannot access your server, you can provide us with your IP address, and we will perform the reverse trace for you.