You may be asked by the Pexip support team to run an MTR trace towards a node at one of our global PoP's.
The MTR tool is a simple yet effective network diagnostics tool that combines a traceroute and ping test. It will help with analysing potential issues on a customer and/or carrier network such as routing between carriers and also packet loss on the carrier path.
System administrators may already be using this tool or something similar. If you do not have the tool already installed please follow the below guide for installation.
To download the Windows installer package please visit the WinMTR website to obtain the Windows installer file from their official download.
For Mac users, the process is a bit more involved as it requires the use of Homebrew package manager.
Please see the detailed Help Centre guide:
Running the Trace
You will be advised by the support team member on what type of trace to run. In most cases, a standard ICMP trace with a larger MTU size will be required.
The trace will be run from a computer within your network to an IP or host address of a Pexip edge service.
To perform the trace successfully your network will require that you are able to perform ICMP pings on your internal network equipment. Should Pexip need to trace back to your network we request that you allow incoming ICMP requests from your edge networking equipment.