(Advanced) My downloads are slow! Here's how to submit information to us to help diagnose your problem

In order to help us identify the issue, please provide us with an "MTR" trace.  An MTR is basically a combined traceroute and ping tool which runs multiple times before returning results. It lets our network engineers identify any potential congestion or packet loss.

Unfortunately MTR is not included with Windows, so you will need to download and run a free utility called "WinMTR" that provides this functionality.

For comparison purposes, we request you send us the MTR output when connecting to a server in our network, and one in our Data Centre's network.

1) Install the application

1. Download the free utility called "WinMTR" from here: http://winmtr.net/download-winmtr/ or here http://sourceforge.net/projects/winmtr/

2. Unzip the file, and run WinMTR.exe (the version in the WinMTR_x32 folder should be fine, but you can run the version WINMTR_x64 if you're on a 64bit version of Windows) 

3. Right click the WinMTR program icon and select "Run as administrator" and then click YES to allow the program (http://windows.microsoft.com/en-au/windows7/how-do-i-run-an-application-once-with-a-full-administrator-access-token)

2) Perform an MTR to our network

1. Enter w1.filefactory.com into the "Host" box 

2. Click "Start" 

3. Wait for around two minutes, then click "Stop" 

4. Click "Export TEXT" and save the results as a .txt file (filefactory-mtr.txt for example)

5. Attach the .txt file to your support ticket 

3) Perform an MTR to our Data Centre's network 

1. Enter mirror.leasewb.nl into the "Host" box 

2  Click "Start" 

3. Wait for around two minutes, then click "Stop" 

4. Click "Export TEXT" and save the results as a .txt file (leaseweb-mtr.txt for example)

5. Attach the .txt file to your support ticket

 

MAC USERS

Click here for the MTR download and instructions.

After installation open the Terminal window and type the following commands and send us both results (you should be able to copy and paste). If the Terminal window asks you for your password, that is the user password of your Mac.

sudo /usr/local/sbin/mtr w1.filefactory.com

sudo /usr/local/sbin/mtr mirror.leaseweb.nl

 

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