When escalating an issue to Tier 3 where slowness is being reported, the escalation form will ask you to provide Traceroute, Speed Test, and Ping Result information before submission.
These tools can also be used to help determine where a point of slowness is occurring during a troubleshooting session where slowness or connectivity issues may be occurring.
Traceroute
A traceroute works by sending Internet Control Message Protocol (ICMP) packets, and every router involved in transferring the data gets these packets. The ICMP packets provide information about whether the routers used in the transmission are able to effectively transfer the data.
An Internet Protocol (IP) tracer is helpful for figuring out the routing hops data has to go through, as well as response delays as it travels across nodes, which are what send the data toward its destination. Traceroute also enables you to locate where the data was unable to be sent along, known as points of failure. You can also perform a visual traceroute to get a visual representation of each hop.
How To Run A Traceroute
Go to the Start menu.
Select or type Run.
Type in “cmd” then press Enter or hit OK. This initiates a command prompt.
Type in “tracert [hostname]” and press Enter. Allow the traceroute to run - cmd will display Trace Complete when it has finished.
In Apteryx Imaging’s use-case, [hostname] should always be dicom.Apteryx.net.
Example of a completed traceroute (grey blocks are IP addresses - blocked them out for security as I ran this on my home network):
The traceroute can be provided in the ticket via screenshot, or via copy/paste from cmd.
Speed Test
Running a Speed Test will provide the client’s current Download Speed, Upload Speed, and time it took to ping the closest available server.
How to run a Speed Test
Navigate to https://fast.com/ and let it run. You can also google “speed test” and click “Run Speed Test” as well.
Example of a completed test:
Ping
The ping command is a command-line utility that tests if a device or server on a network is reachable. It sends a small data packet to a device and waits for a response.
How to run a Ping command
Go to the Start menu.
Select or type Run.
Type in “cmd” then press Enter or hit OK. This initiates a command prompt.
Type in “ping [hostname]” and press Enter.
In Apteryx Imaging’s use-case, [hostname] should always be dicom.Apteryx.net.
Example of a completed ping command:
The ping results can be provided in the ticket via screenshot, or via copy/paste from cmd.