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We take the quality of our networks very seriously, and would like to work with you on getting network issues resolved as soon as possible.
To troubleshoot the problem effectively we require the following information.
1. Your server IP address.
2. Your remote IP address.
3. Traceroute from your remote IP to the server IP.
4. Ping results from 300 pings sent from the remote IP to the server IP.
If you don't include all of the above, then we will not be able to troubleshoot the problem effectively and we will not attempt to do so.
WARNING: While running these tests please be sure to keep your internet activity to a minimum. Doing different things can affect the results of these tests.
How-to perform a ping:
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To perform 300 pings from a windows machine open your command prompt.
Windows XP/2000/2003: start -> run -> cmd -> click ok
Windows 95/98/ME: start -> run -> command -> click ok
Then at the command prompt type the following.
ping -n 300 xxx.xxx.xxx.xxx
(xxx.xxx.xxx.xxx being your server IP)
Note:
We only need the summary results:
Ping statistics for xxx.xxx.xxx.xxx:
Packets: Sent = 300, Received = x, Lost = x (x% loss),
Approximate round trip times in milli-seconds:
Minimum = Xms, Maximum = Xms, Average = Xms
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How-to perform a traceroute:
Windows XP/2000/2003: start -> run -> cmd -> click ok
Windows 95/98/ME: start -> run -> command -> click ok
Then at the command prompt type the following.
tracert xxx.xxx.xxx.xxx > C:trace.txt
(xxx.xxx.xxx.xxx being your server IP)
The results of the traceroute will be in a file named trace.txt on drive C. ( C:trace.txt )
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Once you have the above results please submit a support ticket and include your results.
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