# Instructions for reporting an issue

Category: [IP transit](https://www.cloudvip.com/en/faq/ip-transit.md)
Source page: [https://www.cloudvip.com/en/faq/ip-transit/instructions-for-reporting-an-issue](https://www.cloudvip.com/en/faq/ip-transit/instructions-for-reporting-an-issue)
Keywords: transit, ip, tier1, bgp

If you are experiencing network issues with your server, please send us a support request through your customer account.

The server cannot be reached

If your server is not reachable, you can try restarting it yourself. To do this, connect to your VPN and open your browser. Enter the address of your IPMI, identify yourself, and press the “Reset” button once on the System page.

If you still encounter the problem, please send us a ticket via the customer area.

Packet loss

If you experience packet loss, we will need evidence of this. Simple statements such as "my ping is bad" or "there is packet loss on my server" are unfortunately not sufficient for error analysis.

Please make a trace (in both directions) with at least 1000 packets with a tool like MTR or WinMTR. You can install MTR through the package manager of the Linux or MacOS distribution. For Windows, you can download it from a specific website. The following table lists the ways you can install/download this tool for different operating systems.

  

Operating system type
Specific operating system
Installation

Linux
Debian/Ubuntu
apt-get install mtr-tiny

Linux
CentOS/RHEL
yum install mtr

Linux
SuSE
yast -i mtr

Linux
Arch Linux
pacman -S mtr

Linux
Gentoo
emerge -av mtr

Linux
Windows 98 and above
https://sourceforge.net/projects/winmtr/

MacOs
*
brew install mtr (HomeBrew required)

Please follow these guidelines to create useful traces for our technicians:

    Send at least 1000 packets.

    Make each trace in both directions. This means you need to do it from your local endpoint (PC, laptop, etc.) to the server and from the server to your endpoint.

    You can find the IP address of your local endpoint using an online tool, like
https://mon-ip.io/

You can use the following command to create an MTR with Linux or MacOS:

mtr -s 1000 -r -c 1000 

To do this, run the command above on both systems and replace the placeholder with the correct remote IP address or domain:

[user@SERVER]$ mtr -s 1000 -r -c 1000 

[user@CLIENT]$ mtr -s 1000 -r -c 1000 

The test usually takes about 18 minutes.

Important:

If your MTR indicates that the last hop is inaccessible, the installed system or your local router is probably configured to ignore ICMP requests for security reasons. Nevertheless, MTR can be used to study the connection.

These are problems that can clearly show up in the test results: incorrect routing, very high latency on one of the network hops, or loss of packets, which then results in these packets being retransmitted.