Skip to content
  • There are no suggestions because the search field is empty.

How to Run a Network Trace to Diagnose Connection Delays

A network trace helps identify where connection slowdowns occur between your computer and our servers. It measures latency (“ping time”) and packet loss at each hop between your network and our application environment.

Collecting a network trace can help us see whether performance issues are caused by:

  • Local internet connectivity or Wi-Fi problems
  • A corporate VPN or proxy
  • Regional internet congestion or routing issues
  • The connection between your region (e.g., India) and our data center(s)

Note: If you are running this test from within your company’s network, the results will also reflect your internal VPN, proxy, or firewall routes. That’s completely normal, but it may show additional hops or higher latency caused by your corporate network configuration.

For the most accurate picture, please run one test on your normal (corporate) network and, if possible, one off VPN or from a different connection (such as a mobile hotspot) for comparison.

Option 1: Using WinMTR (For Windows Users)

WinMTR provides real-time statistics on packet loss and latency. It’s easy to use and doesn’t require admin rights.

Steps:

  1. Download WinMTR from the official site: https://winmtr.net.
  2. Open the program (no installation required — just unzip and run).
  3. In the Host box, enter the application’s hostname (e.g., example .yourcompany.com).
  4. Click Start.
    1. Let it run for about five minutes while you’re experiencing the slowness.
    2. You’ll see columns for Hostname, Loss%, Sent, Recv, Best, Avg, and Worst times.
  5. Click Stop, then select Export Text or Export HTML.
  6. Attach the file to your support ticket or email.

Tip: The Loss% column shows where packets are being dropped. Consistent loss (>2–3%) or Avg times above 250–300 ms indicate a possible network bottleneck.

Option 2: Using Pathping (Built into Windows)

Pathping is similar to a traceroute but includes latency and packet loss over time.

Steps:

  1. Press Windows Key + R, type cmd, and press Enter.
  2. In the Command Prompt, type: 
    pathping app.yourcompany.com > C:\pathping_results.txt
  3. Press Enter and wait. It can take 5–10 minutes to complete.
  4. When it finishes, you’ll see a message like Trace complete.
  5. The results are saved at C:\pathping_results.txt. Attach that file to your support request.

Tip: If you see high latency or packet loss starting at your local router or early hops, the problem may be within your local network or ISP.

Option 3: Using mtr (for MacOS or Linux)

The mtr tool combines ping and traceroute into a single continuous report.

Steps (macOS):

  1. Open Terminal.
  2. Install mtr (if needed): 
    brew install mtr
  3. Run the following command (replace with your app’s hostname): 
    mtr -r -c 100 app.yourcompany.com > ~/Desktop/mtr_results.txt
  4. Wait for it to finish (about 2–3 minutes).
  5. Attach the resulting file mtr_results.txt to your support ticket.

Steps (Linux):

Most Linux distributions include mtr by default. Run the same command as above.

Tip: If you see large jumps in latency or packet loss between specific hops, that’s where the routing delay or congestion is occurring.

Next Steps

Once complete, please send us:

  • The WinMTR, pathping, or mtr output file
  • The date/time you ran the test
  • Confirmation of whether you were on a VPN or proxy
  • Any screenshots of visible lag or errors

Email to Cyturus Support or attach directly to your open ticket.

Tips for More Accurate Results

  • Run the test while the issue is actively happening.
  • Avoid running multiple heavy network tasks (e.g., video calls or downloads) during the test.
  • Run from your normal work location (not a hotspot) so we see realistic conditions.
  • If you’re behind a corporate VPN, try one test on VPN and one off VPN to compare.