We will occasionally request a traceroute to diagnose connection or latency issues. Follow the steps below to perform this test. If you need to check for packet loss, try running a pathping.

Note: You can use Looking-Glass in addition to a traceroute test to help diagnose network issues. This tool is not intended to replace a traceroute for troubleshooting purposes.

Traceroute shows the step-by-step path that a connection takes to its destination.

  1. Click Start. Windows 8® users start on step 2.
  2. In the search field, type cmd.
  3. Right-click on CMD.exe and select Run as Administrator.
  4. Enter the command tracert xxx.xxx.xxx.xxx > c:\tracert.txt and press Enter.
    Note: Replace the Xs with the appropriate IP address from the list below. Run this command once per IP address for your region.
  5. Allow several minutes for the traceroute to complete. When you see a new line of text in the command prompt, the traceroute is done. This creates a file on your C: drive called tracert.txt.
    Note: If you receive an error, you did not run the command prompt in Administrator Mode. Go back to step three and try again.
  6. Close the command window.
  1. Go to /Applications/Utilities and start the Terminal application.
  2. Enter the command traceroute xxx.xxx.xxx.xxx > ~/Desktop/tracert.txt
    Note: Replace the Xs with the appropriate IP address from the list below. Run this command once per IP address for your region.
  3. Allow several minutes for the traceroute to complete.
  4. Press Return to create a file on your Desktop called tracert.txt.
  5. Quit the Terminal application.

Before you contact us or post on our forums about connection or latency issues, please have the following information available. This information will help us diagnose issues outside our network.

  • Description of the problem, including affected games or services.
  • Date and time the issue occured.
  • Your IP Address, ISP, and connection type.
  • A traceroute and pathping performed when the issue occurs.
  • An MTR test from Looking Glass performed when the issue occurs.
Analyzing my Traceroute

If you notice any of the following problems in your traceroute report, it may indicate an issue with your connection:

  • Time outs
  • Asterisk (*) symbols
  • Increase in response time between jumps
  • Consistently high response times

Safeguards on our servers may cause false latency numbers, or failure with the error message 'Request Timed Out' or 'Destination Net Unreachable'. You can ignore error messages you receive after contacting our servers. To identify our servers, look for the following suffixes: attens.net, att.net, alter.net, telia.net.