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How to perform a WinMTR

Troubleshooting connection/latency issues​

To troubleshoot connection problems with your server, our support team often needs to see how data travels from your computer to our network. A traceroute shows part of this, but WinMTR results give us everything we need, plus some extra troubleshooting points. Here is how to get them:

For an accurate diagnosis, please send us WinMTR results instead of traceroute results!

Performing a WinMTR​

  1. Download WinMTR from here: https://sourceforge.net/projects/winmtr/files/WinMTR-v092.zip/download, unzip it and open WinMTR.
  2. In the Host field, enter your server's IP address or hostname without the port at the end, then select Start. You'll find your server's address under Address in the Server Details card on the Overview tab of the Fragnet dashboard.

WinMTR

  1. Leave the scan running for a while (at least 10 minutes), then select Stop.
  2. Select Export TEXT and save the results as a .txt file. You can also select Copy Text to clipboard and paste the results straight into your ticket message.

Copy Text to clipboard

  1. Find your own IP address on https://ipinfo.io/ and copy it.

Sending the results to our support team​

Attach the WinMTR file to your support ticket and include your IP address in the message:

  • New ticket: open a support ticket, choose Game servers and Connectivity issue, and select your server under Related server. Under Attachments, select Attach files (or drag the file onto the box), then select Submit ticket.
  • Existing ticket: open the ticket from Support in the dashboard and attach the file to your reply.

You can attach up to 5 files per message, 30 MB in total. Allowed file types are jpg, jpeg, png, zip, pdf, txt, log, tar.gz, sql and sql.gz, so save the results with Export TEXT rather than Export HTML.

Performing a traceroute if you are unable to perform a WinMTR​

  1. On Windows, open the Start menu, search for Command Prompt (or cmd) and open it.
  2. Type tracert followed by your server's IP address without the port at the end, for example tracert 192.0.2.10, and press Enter.
  3. Wait until the trace is finished.
  4. Select the output with your mouse and copy it with Ctrl+C, then paste it into your support ticket reply. To save it to a file instead, run tracert 192.0.2.10 > tracert.txt and attach tracert.txt to your ticket.
  5. Include your computer's IP address, which you can check on https://ipinfo.io/.