Reporting Network Issues

As the internet is a large, sometimes unpredictable network, not all issues that may occur are in our control. If a performance issue occurs and does not get resolved by our automatic systems, action may be required. Below you can find how you should report network performance issues.

Client related

When clients of the servers are facing issues with network with network performance, please use a browser to visit our automated reroute tool. 

Automated issue detection:

Or to immidiately start testing without viewing our looking glass:

After letting the test complete, you will see a results page. The system will have applied the best route available and performance issues should be resolved. Please report your IP (from where you ran the tool) to our support department. If neccesary, network wide changes will be applied to resolve the issue for all other clients of the destination network as well.

Server related

If there are issues with network performance on a server, please check the following and include the following information in the support request:

Check before reporting:

  • If the server has to be configured with LACP. (If you are not sure about the below, please use our guides to make sure everything is set up correctly.)
    • If hashing is set to Layer3+4 mode.
    • If both ports have negotiated
    • If you are using multiple streams to test, which end up on both ports.
  • The link of the server is not already congested by other traffic outside of the test which you are trying to run.
  • The server you are testing to/from has enough capacity to perform the test at full capacity of the server you are testing.
  • If you are using the Ookla speedtest, ONLY use the official tool. You can find the official tool for your operating system here.

Include in the report:

  • The tag (example: 123-456) of the server.
  • The information that has been used to conclude there is an issue.
    • Make sure to include the actual information, for our department to review.
  • If applicable, the IP address of the remote server that was used to test.
  • The output of the ip -s link shell command.
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