Performing a Ping & Traceroute

  • 19 December 2018 11:38 PM

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:

b3b14e3d16bf6be21559952ca0371f1f3b998bc6?t=6acc8c186469c896334ce901c028e245

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:

d7d07a8a94069340fc169eaf995cc3bc7f828e88?t=a6b67bedc2a28dd8e8da2be85cd39451

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.

097724f4ed0d9b450b2d0145136d125ce5efaad4?t=2a0757517a537c7f21fe362d15fcab96


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:

412e6703c4cdea5bec298a923d8857754bf25a94?t=ce6a08a483c3bf59722d075e56a6ecfc

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


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