As part of troubleshooting any call issues, our team may ask you to perform an MTR.
An MTR trace provides detailed routing, latency and packet loss statistics between endpoints and hosted services.
Our preferred MTR application for use under Windows is WinMTR.
You must run the MTR trace for as long as required to reproduce any issue you may be experiencing before exporting the result as a text file and sending in reply to the email from our team. Please be sure not to copy and paste the text into the e-mail body as the formatting will be lost and results will be come unreadable.
A. Download WinMTR from the official website (You may already have this)
You can download WinMTR for Windows from https://sourceforge.net/projects/winmtr/files/WinMTR-v092.zip/download - there is no need to install the application, it runs right out of the Zip file and has no external dependencies to install.
In some configurations, you may need to run the application as an Administrator. To do so, please extract the application from the zip file, right click on the extracted application, then choose 'Run as Administrator'
B. Configure WinMTR
1. Click the Options Button
2. Set the interval to 1 seconds
3. Click OK
C. Run the MTR Trace
1. Enter the address we've asked you to test against in the host field
2. Click the start button
3. Wait while the results are collected. Please ensure that the trace is running while the problem occurs. An MTR trace may be left running for as long as is necessary to detect the problem. Running a trace overnight may interfere with the results, so a maximum run time of ~3 hours is typically recommended.
4. Export the results as a text file and reply to the email from our team with the result via a file attachment. Pasting the results into an email can render the results unreadable, so it is important that they are provided as an attachment.