9 Asymmetrical routingĪ fault diagnosis is relatively easy if the round trip between the client and the server follows the same path. For example, you can use blocks, so that the information is evenly spread out in the columns.ġ.|- your_ 0. This make it easy for other users to easily understand it, and they may be more willing to help you. If you want to post the output in forums (for example, the Hetzner Forum), please consider working on the text to make it as neat and tidy as possible. TXT or HTML) to the your support request or to your response to our messages. To make them easy to read, please always attach MTRs as a files (e.g. ![]() Please attach the output of both MTRs to the request. If one of your MTRs shows a problem, please send a ticket via Robot by selecting the correct server, clicking on "Support" and then choosing "Packet loss". If the packet loss already starts outside of our network (meaning at a network hop, to which we do not have any access or influence), please contact the correct network provider and contact us. In this case, please directly send us the MTRs, so we can investigate the issue. Here, the packet loss starts at hop 5 and continues until the last hop:ġ.|- your_ 0. If you can't find any of the mentioned problems on your system, please send us the MTRs, and we will investigate them from our end. If you see this kind of loss, please check your installed system first. This might be the result of a fully utilized system performance, a wrongly configured software firewall, or in rare cases, the network card or uplink cable. This problem is usually caused on the server itself. You can use the following command to create an MTR with Linux or MacOS:ġ.|- your_ 0. You can find the IP address of your local endpoint using an online tool, like.That means you need to do it from your local endpoint (PC, Laptop etc.) to the server and from the server back to your endpoint. Please follow these guidelines to create traces that are useful for our technicians: The following table lists the ways you can install/download this tool for different operating systems. For Windows, you can download it from a specific website. You can install MTR via the package manager of the Linux distribution or MacOS. ![]() Please do a trace (in both directions) with at least 1000 packets with a tool like MTR or WinMTR. Simple statements such as "my ping is bad" or "there is packet loss to my server" are unfortunately not enough for an error analysis. If you are experiencing packet loss, then we will need some evidence of this. Go to the correct server, click on "Support" and then choose "Server Problems" -> "Server is not reachable". If you are still have the problem, please send us a ticket via Robot. For more information about such situation, please also see our Guideline for server locking. ![]() If that doesn't work, it is possible that we blocked your server. To do this, go to Robot and then to the correct server, and click on the "Reset" tab. If your server is not reachable, you can try to restart it yourself. Make sure to select the affected server in your support request.ĭepending on the problem you are experiencing, you can choose one of two request types. If you are experiencing network problems with your server, then please send us a support request via your Robot account. Instructions for an error report with Hetzner network problems Last change on
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