The first step: reach out to our team. While this guide will be useful, our team is trained and is willing to assist with these issues to determine where they're occurring and are happy to be of assistance.

Traceroute

A traceroute traces the path that the traffic route(s) are taking.

What does a traceroute do exactly?

Think of the Internet as a highway -- a multi-lane road that allows multiple people to travel at high speeds. Highway traffic can cause congestion and slow you down. An accident can bring you to a stop.

Internet traffic is virtually the same way -- if any particular connection between you and the server is overloaded, it will show signs of congestion (packet loss, generally). Likewise, with an outage, it will bring certain parts (or all) of your Internet access to a halt.

How do I perform a traceroute?

We've created a couple of guides to get you started on Windows and macOS. If you're having troubles, please reach out to our team for further assistance.

I've been asked to provide a WinMTR, what is that?

WinMTR is a Windows implementation of the popular Linux tool, mtr. mtr is basically a ping and traceroute tool combined, allowing us to see the latency, standard deviation between pings, packet loss, and so forth. This is useful in the event that a problem is intermittent but consistent enough to predict.

How is any of this useful?

While we may generally not have a direct ability to resolve the issues that are generally brought upon by needing a traceroute or WinMTR result, this information allows us to reach out to our datacenters so they may make adjustments around bad routes, if at all possible. If not, it at least provides information for them to forward onto their network/peering partners to deprioritize the problematic routes.

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