Sometimes, speed issues can be caused by latency or a bad hop on the route to the server you are connecting to, or the site you are trying to visit. The best way to determine this is with an MTR test.
An MTR test is a broad-spectrum diagnostic that can identify where connections are failing, and may identify what's causing your connection to fail. Please note that MTR tests can only be run on Windows, MacOS, or Linux. However, as the test being done is to assess your network, not specific devices, the device used to run the test is not relevant to the result. Also, please ensure you run the test while using the specific ISP network that is at issue.
Windows:
Step 1: Download MTR Software
You can download the MTR software from here:
(*General Disclaimer: Use of this application, or any applications made by 3rd party developers, are at your own discretion and liability*)
Step 2: Hostname
Once the MTR Software has been installed. Open the software and Under "Hostname", enter the server or site you want to run the test for (e.g us-east.privateinternetaccess.com, www.google.com, etc.)
Step 3: Run MTR Tests
Please run each MTR test for 100 cycles (just stop it when you see the count reach 100+ in the Sent column). Here are the tests we need you to run:
- WITHOUT the VPN active, to www.google.com
- WITHOUT the VPN active, to whichever VPN server you have been trying to connect to. You can locate the hostname by opening the OpenVPN configuration files as a text document and reviewing the content of the line that starts with the word remote. (for example: us-east.privateinternetaccess.com )
- WITH the VPN active, to www.google.com
Step 4: Send Test Results
Once you have completed all three tests, save each test as a separate text file; label each test accordingly (e.g. To Google, VPN OFF, etc.) and attach them to your support ticket.
MacOS:
Step 1: Disconnect
Ensure that you have Disconnected from the VPN by right- clicking the application Icon or by selecting the power button within the Application main menu
Step 2: Terminal
you will need to open the Terminal. To open the Terminal you will need to go into your Applications folder and locate the Utilities folder.
Step 3: First Command
Within the Terminal window enter the following command:sudo /usr/local/sbin/mtr www.google.com
Step 4: Run MTR Test
Run the MTR test for 100 cycles (Press "P" to pause when you see the count reach 100+ in the Snt column)
Step 5: Screen Shot
On your keyboard, press Command + Shift + 4 and then release all keys. This will take a screenshot of the results and save it on your desktop
Step 6: Second Command
Enter this command at the prompt:
‘sudo /usr/local/sbin/mtr us-east.privateinternetaccess.com’
However, replace us-east.privateinternetaccess.com with the server you prefer to connect to. You can locate the hostname by opening the OpenVPN configuration files as a text document and reviewing the content of the line that starts with the word remote.
Step 7: Screen Shot
As you did with the First Test take a screenshot of this test result
Step 8: Connect
Right-click the application or select the power button within the application and Connect the VPN
Step 9: Third Command
Enter this command at the prompt:
sudo /usr/local/sbin/mtr www.google.com
Step 10: Screen Shot
Take a screenshot of this test result
Step 11: Send Test
Label each screenshot accordingly (e.g. To Google VPN OFF, etc.) and then attach them to your Support Ticket.
Linux:
If you are using Linux, the MTR utility is built in to many builds, and can be accessed through the Terminal.
Step 1: Terminal
Open the Terminal,
Step 2: Command
Within the Terminal window enter the following command:
`mtr <thenameoftheserveryouneedtotest>`
(for example: mtr us-east.privateinternetaccess.com)
If the MTR utility is not available for your version of Linux, you can try using this command instead:
`pathping -n google.ca`
`pathping -n us-east.privateinternetaccess.com`
Step 3: Run MTR Test
Once the MTR test begins, in order to copy the results, press the ‘P’ key on your keyboard to pause the test. You will then be able to copy the results. If you need to start the test again, press the spacebar.
If you are experiencing issues or have questions regarding the above steps please contact our support here.