# Report a network problem
Source: https://docs.webgee.com/en/servers/network-issue-troubleshooting-guide



Gather what support needs to diagnose a network problem between you and a WebGee
server. Applies to any connectivity issue.

Network faults are frequently specific to one route between two points. A report
saying "the server is unreachable" cannot be acted on; the diagnostics below can.

## Before you start [#before-you-start]

Confirm the problem is the network at all:

```bash
ping -c 4 203.0.113.10
```

If ping succeeds but a service does not respond, the network is fine and the
service is the problem. Check it is running and that the server's own firewall
allows the port.

## What to gather [#what-to-gather]

### On Linux or macOS [#on-linux-or-macos]

Install `mtr` and `iputils` if needed, then:

```bash
# The route, with sustained loss and latency
mtr --report --report-cycles 100 203.0.113.10

# Path MTU and route, useful when large transfers stall
tracepath 203.0.113.10

# Whether a specific port is reachable
nc -vz 203.0.113.10 22
```

### On Windows [#on-windows]

```
tracert 203.0.113.10
ping -n 100 203.0.113.10
```

Better still, use [WinMTR](https://sourceforge.net/projects/winmtr/), which gives
the same sustained view as `mtr`.

## Run it in both directions [#run-it-in-both-directions]

<Callout type="warn">
  Internet routing is asymmetric — the path out and the path back are often
  different, and only one may be broken. A report in a single direction commonly
  shows nothing wrong.

  Run the tests **from your machine to the server**, and **from the server back
  to your own public IP**. Send both, each labelled.
</Callout>

Find your own address from the server with `curl -s https://ifconfig.me`.

## What to include in the ticket [#what-to-include-in-the-ticket]

* Both MTR reports, **as text** — a screenshot cannot be searched or compared
  against routing data
* Your public IP address
* The server's IP address
* When it started, and whether it is constant or intermittent
* Your ISP and rough location, since faults are often carrier-specific

## Before opening a ticket [#before-opening-a-ticket]

Rule out the two most common causes:

* **Your IP is firewall-blocked.** Check from mobile data — a different IP. If
  that works, see
  [Unblock an IP address](/en/security-ssl/how-do-i-unblock-or-whitelist-an-ip-address-from-the-firewall).
* **The server's own firewall is blocking you.** Reach it through
  [VNC](/en/servers/what-is-vnc-and-how-to-use-it), which does not depend on the
  network stack, and check the rules.

## Related [#related]

* [Provide a traceroute with MTR](/en/servers/how-to-provide-a-traceroute-using-mtr-a-comprehensive-guide)
* [What is VNC and when to use it](/en/servers/what-is-vnc-and-how-to-use-it)