Troubleshoot Packet Loss

Step 1

Have the customer open Terminal and run the following command. destination_ip is the IP address that the customer is experiencing issues with.

ping -n -i 0.1 -c 100 destination_ip

In the example below, we'll run the test using 8.8.8.8 (Google DNS).

Step 1

Have the customer open Terminal and install MTR. Need help? Click Here

Step 2

Run the following command to begin the MTR test.destination_ip is the IP address that the customer is experiencing issues with. To end the test, press Control + C.

sudo mtr destination_ip

In the example below, we'll run the test using 8.8.8.8 (Google DNS).

Step 1

Go to https://pulse.turbobytes.com/ and click on Traceroute (MTR).

Step 2

Enter the destination IP in the Hostname field. Select IPv4 from the drop-down menu.

Click Run Tests.

In the example below, we'll run the test using 8.8.8.8 (Google DNS).

Compare the packet loss results from Pilot's network to other US-based servers. If packet loss exceeds 0.1% between any two points on Pilot’s network, escalate to a Network Support Engineer.