Knowledge Base

How to perform a traceroute and ping for diagnostic information

When putting in a support ticket for any issues regarding lag or server performance we may request you to provide us with a bit more information about your connectivity including trace routes and pings.
A ping simply provides us with the speed of your connection to our servers as well as packet loss.
A traceroute gives us information on the route which your computer takes to connect to our servers.

Ping Test on Windows

  • Click the start menu (Orb icon in the task bar)

  • Type CMD in the search bar and double click on cmd in the search results (identified by a black box)
    CMD Window

  • A black box will appear with a flashing cursor. Type

    ping "Your Game Server IP"

    cmd with text

  • Press enter and wait for it to finish.

  • Take a screenshot of the command prompt window and attach this to your support ticket
    cmd finish

Ping Test on Mac

  • Using spotlight, search for Network Utility and double click it to open.

  • Click on the Ping tab and type in your game server ip in the text box
    Ping Mac

  • Click the blue Ping button and wait for it to be completed

  • Once the test has been completed, highlight it all by clicking and dragging. Copy it using Command+C and then paste the results into the support ticket
    Ping Test Complete

Traceroute on Windows

  • Click the start menu (Orb icon in the task bar)

  • Type CMD in the search bar and double click on cmd in the search results (identified by a black box)

  • A black box will appear with a flashing cursor. Type
    tracert "Your Game Server IP"
  • Press enter and wait for it to finish.

  • Take a screenshot of the command prompt window and attach this to your support ticket

Traceroute on Mac

  • Using spotlight, search for Network Utility and double click it to open.

  • Click on the Traceroute tab and type in your game server ip in the text box
    Tracert Mac

  • Click the Trace button and wait for it to finish

  • Once the test has been completed, highlight it all by clicking and dragging. Copy it using Command+C and then paste the results into the support ticket

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