It is a tool to help us determine if your connection speed is the root of your issue.
To find out if you are having connectivity issues, we recommend using PingPlotter.
PingPlotter helps you pinpoint where the problems are in an intuitive graphical way, and to continue monitoring your connection long-term to further identify issues.
PingPlotter is a network troubleshooting and diagnostic tool. It uses a combination of traceroute, ping, and WHOIS to collect data quickly, and then allows you to continue to collect data over time.
The Pingplotter report shows where your information is being sent through the internet (via ICMP packets), and what is happening along the way. Each 'hop" (numbered on the left hand side) represents a location your data is traveling through. The first few hops are local, hop #1 normally being your computer, and #2 normally being your router or modem. The middle hops are normally your ISP and transfer locations, and the last few hops are your destination, in this case our servers. Packet loss is an indication of information being lost along the way. 100% packet loss is an information stoppage. 100% packet loss on the first, second, or third hop is normally an indication of a firewall, antivirus program or router blocking internet access. Partial packet loss midway through the hops is normally an ISP issue, and may require contacting an ISP.
To send a pingplotter file, please follow the steps below:
- Close all open applications including torrents, DC-clients, ICQ, Web Browsers (IE, Firefox, Chrome, Opera and the like), and Mail clients, etc. as these can interfere with the connection test results.
- Install pingplotter on your computer. You can download it from the following link:
- Launch pingplotter and maximize the window.
- In the "Target Name" field, please type in:
Then press Enter.
Please allow this program to run for at least 15 minutes
- Finally, we would like you to please click "file" (in the upper left hand of your screen), then "save sample set."
- Please select file, then "Save sample set" (which is be a .pp2 file) and attach it to your ticket.