If you ping a server and some of the packets are lost or they all are returned, but it takes too much time (more than 110 milliseconds), this indicates a network issue. Here's how to fix it:
|If you are using a proxy or VPN|
|If you changed network settings|
|If the cases above are not about you or advices don’t help|
Please note: this article is for those whose server is available, albeit with network issue. If the server does not return packets at all, read the instructions for the case when the server does not respond to ping.
If you are using a proxy or VPN
Proxy or VPN may have caused the issue. Try disabling it and pinging again. If the network issue disappears, the problem is caused by the intermediate server. Connect without it or think about changing VPN/proxy.
If you changed network settings
Inappropriate settings may have caused the issue. Try to return the old ones and ping again. If the issue goes away, use old settings, which works better.
In our service, you can return the default parameters in a couple of clicks. To do this, reinstall OS on the server — a new OS will have default network settings. This can be done according to the instructions:
If the cases above are not about you or the advices don’t help
Write to technical support — we will find the cause of the issue. In your message, indicate:
- Whether you use a VPN/proxy and changed network settings or not. If so, specify whether disabling VPN/proxy and returning to old settings helped or not
- Server IP
- IP from which the server in pinged poorly
- Country and city where you are (if you are a reseller and your client has the network issue — specify country and city of the client)
- Date and time in UTC+0 when the problem occurred
- Output of ping and tracert (Windows)/ping and traceroute (Linux)/mtr (UNIX system) from client to server
- Output of ping and tracert (Windows) / ping and traceroute (Linux) / mtr (UNIX system) from server to client
This data will help us understand what happened, and immediately come to the rescue. An example of a request to which we can respond as quickly as possible:
Hello! Please help to solve the issue — high ping when working with
my virtual server.
• Have disabled VPN, it doesn’t help. I did not change the network settings.
• Server IP is 220.127.116.11
• My IP is 18.104.22.168
• I am in Russia, the city of Perm
• Date and time of the issue are 04/15/2021, 8:32
• Ping and tracert from me to the server
Ping statistics for 22.214.171.124:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss)
Approximate round-trip time in milli-seconds:
Minimum = 90ms, Maximum = 203ms, Average = 163ms
Tracing route to amm3-v-gcdn-proxy-vip.fe.core.pw [126.96.36.199]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 10.254.26.1
2 2 ms 4 ms 2 ms net238-252.perm.ertelecom.ru [188.8.131.52]
3 2 ms 2 ms 1 ms 184.108.40.206
4 10 ms 11 ms 10 ms 220.127.116.11
5 * * * Request timed out.
6 * * * Request timed out.
7 9 ms 9 ms 9 ms gw.gcore.lu [18.104.22.168]
8 10 ms 10 ms 9 ms amm3-v-gcdn-proxy-vip.fe.core.pw [22.214.171.124]
• Ping and traceroute from server to me
Ping statistics 126.96.36.199
30 packets transmitted, 30 received, 0% packet loss, time 76 ms
rtt min/avg/max/mdev = 113.326/151.437/198.911/39.143 ms
traceroute to 188.8.131.52 (184.108.40.206), 30 hops max, 60 byte packets
1 gw.gcore.lu (220.127.116.11) 0.103 ms 0.091 ms 0.107 ms
2 10.255.11.181 (10.255.11.181) 16.797 ms 16.803 ms 16.861 ms
3 10.255.11.178 (10.255.11.178) 15.611 ms 15.676 ms 15.665 ms
4 18.104.22.168 (22.214.171.124) 60.533 ms 60.871 ms
5 126.96.36.199 (188.8.131.52) 49.663 ms 49.667 ms 49.668 ms
7 net206-159.perm.ertelecom.ru (184.108.40.206) 20.863 ms **