Running WinMTR

From time to time, to help diagnose what's happening with your particular situation, we may ask you to run a WinMTR test. This test requires the use of a 3rd-party program, so we will only ask that you run it if necessary. Follow the steps below to perform this test.

1. Download WinMTR
2. Extract the .zip file to your desktop.
3. Open the extracted WinMTR folder, then open the folder that matches your version of Windows (32-bit or 64-bit) and run WinMTR.exe. If you're not sure which version you have, click here to find out.
4. Enter the IP address you want to test in the Host field. Your customer support agent will tell you which IP address to use.
   Note: If multiple IPs are listed, run a separate WinMTR test for each IP address.
5. Click Start, then launch Knockout City. If no connection issue is found in the first 5 minutes, restart the test.
6. When a connection error occurs, play for at least 5 more minutes, then click Stop in WinMTR.
7. Click "Export Text" and save the .txt file to your desktop. Name this file WinMTR.
8. Reply to your ticket and attach the text file with your results to your reply.