What this is for
If you lag, rubber-band or disconnect only on our servers, a route trace shows the path your connection takes to the server and where it loses packets or slows down. Support asks for one so we can tell whether the cause is on your side, with your internet provider, or with us.
Before you start
- Run the test while the problem is happening. A trace taken while everything is fine tells us little.
- Close downloads, streams and cloud backups first.
- Test the address of the server you play on.
Windows with WinMTR
- Download WinMTR from its official page and unzip it.
- Start WinMTR and type the server address into the Host box.
- Press Start and let it run for at least five minutes.
- Press Stop, then Copy text to clipboard.
- Paste it into your message.
Windows without installing anything
Open Command Prompt and run the command below, with the server address in place of ADDRESS. It takes several minutes to finish and prints nothing while it counts.
pathping -n ADDRESS
Copy everything it prints, from the first line to the last, into your message.
Linux
Install mtr with your package manager (for example sudo apt install mtr-tiny), then run the command below with the server address in place of ADDRESS. It sends 100 packets and prints one table.
mtr -rwzbc 100 ADDRESS
macOS
Install mtr with Homebrew (brew install mtr), then run the command below with the server address in place of ADDRESS. It needs administrator rights, so it asks for your password.
sudo mtr -rwzbc 100 ADDRESS
What to copy
- The whole table, including the header line and every row. Do not delete rows and do not edit the numbers.
- Paste it as text into the message, not as a photo.
- Add the date, the time and your time zone, the name of your internet provider, and the server you were playing on.
- Say what you saw in the game: lag, rubber-banding, or a disconnect.
Where to send it
Paste the result into a message to us on Discord.