Network Issue Troubleshooting Guide

This troubleshooting guide offers concise steps to assist our team in diagnosing and resolving network connectivity issues promptly.

From GNU/Linux-based System:

1. Ensure Required Packages:

   • Verify that the packages iptutils and mtr are installed. If not, use your system's package manager to install them.

2. Run Tracepath:

   • Execute the command: tracepath -n xxxx > ~/tracepath.txt
   • Replace xxxx with your service IP address.
   • This command generates a tracepath report and saves it to a file named tracepath.txt in your home folder.

3. Run MTR:

   • Execute the command: mtr -c 1000 -w -n xxxx > ~/mtr.txt
   • Replace xxxx with your service IP address.
   • This command runs an MTR test with 1000 packets and saves the results to a file named mtr.txt in your home folder.

4. Attach Files to Ticket:

   • Attach the tracepath.txt and mtr.txt files to your support ticket for analysis.

From Windows System:

1. Download WinMTR:

   • Download WinMTR from here.

2. Enter Server's IP Address:

   • Launch WinMTR and type your server's IP address into the "Host" field.

3. Start WinMTR:

   • Click "Start" to initiate the testing process.

4. Run WinMTR:

   • Allow WinMTR to run until 100 packets are sent at each row.

5. Capture Results:

   • Take a screenshot of the WinMTR results.

6. Share Results:

   • Share the screenshot with our technical support staff for analysis.

Following these steps will provide our team with the necessary information to diagnose and resolve any network connectivity issues effectively.