Report a network problem

The diagnostics support needs to investigate a connectivity issue, and how to gather them on Linux, macOS and Windows.

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

Confirm the problem is the network at all:

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

On Linux or macOS

Install mtr and iputils if needed, then:

# 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

tracert 203.0.113.10
ping -n 100 203.0.113.10

Better still, use WinMTR, which gives the same sustained view as mtr.

Run it in both directions

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.

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

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

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.
The server's own firewall is blocking you. Reach it through VNC, which does not depend on the network stack, and check the rules.

Report a network problem

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