If you're having issues such as slow loading websites, timeouts, or connection drops, our support team may ask you to run WinMTR. This tool helps identify where delays or packet loss are happening between your computer and our servers.
This guide will walk you through how to download, run, and send us the results from WinMTR.
Step 1: Download WinMTR
- Go to the official download page:
https://sourceforge.net/projects/winmtr/ - Click the green Download button.
- Once the ZIP file has downloaded, right-click it and choose Extract All, then open the extracted folder.
- You’ll see two files:
WinMTR.exe(32-bit)WinMTR-x64.exe(64-bit)
WinMTR-x64.exe.
Step 2: Run WinMTR
- Double-click
WinMTR-x64.exeto open it. - In the Host field at the top, enter the domain name or IP address you want to test. For example:
yourdomain.com
or123.123.123.123 - Click Start.
Step 3: Let It Run
Let the program run for 2 to 3 minutes. You’ll see the tool filling in data in real time.
Step 4: Export the Results
- Click Stop when you're done.
- Click Export TEXT.
- Save the file to your computer.
- Send the saved file to us by replying to your support ticket or email.
You can also take a screenshot of the results if exporting doesn't work for you.
Additional Tips
- If possible, connect your computer directly to your modem or router using a network cable instead of Wi-Fi.
- Don’t use a VPN or proxy unless we ask you to.
- Run the test from the exact location where you’re experiencing the issue.
Why This Helps
WinMTR shows us where slowdowns or connection problems are happening—whether it’s your internet provider, a hop along the route, or something on our end. This helps us find and fix the problem faster.
If you need help with any of these steps, feel free to contact our support team. We're happy to walk you through it.
