When MTR is not available
This page serves as a guide in troubleshooting a performance issue with your service, for use if the MTR tool is not available. MTR is strongly preferred for many reasons, however, sometimes it is not available. Simply scroll to the section representing your OS and follow the steps.
Ping for Windows
This is the most commonly used networking tool to provide a basic connectivity test to the host/website you are having issues with.
1. Press the Windows + S, this opens the Windows search bar.
2. Type in cmd. You should get the same image below and click on this one.
3. Type ping [ip address or host name] of the address you want to check. If you don't have problems with a specific site, you can use www.google.com or 8.8.8.8 to identify if you can reach the wider internet. Press
Enter. If this fails you are also asked to ping your default gateway.
4. If you see a series of lines that say [Reply from 8.8.8.8:] then the host is reachable and you have internet connectivity.
5. But if you see "Request timed out", the host could be unreachable and could indicate that there is a network problem anywhere between your computer and the host. Note that some sites limit the use of ICMP or ping to their website - this does not necessarily mean there is an issue with the website.
6. After the test, save the complete results (every line) by copying into a clipboard or take a screenshot to have the full data for analysis.
If the issue still persists, you can proceed to the next tool that could provide you with more information.
Traceroute for Windows
1. Press the Windows + S, this opens the Windows search bar.
2. Type in cmd. You should get the same image below and click on this one.
3. Type tracert [ip address or host name] of the address that you want to check. If you don't have problems with a specific site, you can use
www.google.com or 8.8.8.8 then press
Enter.
4. You may have to wait up to a minute or more for the test to complete. It will generate a list of the connections along the way and some information about the latency.
5. After the test, do save the complete results (every line) by copying into a clipboard or take a screenshot to have the full data for analysis.
With the test results you have above, you can email it to
support@rise.ph or
sme-support@rise.ph.