As the internet is a large, sometimes unpredictable network, not all issues that may occur are in our control. If a performance issue occurs and does not get resolved by our automatic systems, action may be required. Below you can find how you should report network performance issues.
Step 1: Pre-Checklist for Server-Related Issues
To ensure a fast resolution and rule out common local configuration issues, please verify the following on your server before creating a support ticket:
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LACP Configuration: Confirm if your server is configured to use LACP. If you are unsure, please use our guides to ensure your setup is correct.
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Hashing Mode: Verify that hashing is set to the Layer3+4 mode.
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Port Negotiation: Check that both network ports have successfully negotiated their connection.
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Multi-Stream Testing: If using multiple streams to test your connection, confirm they are correctly balanced and utilizing both ports.
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Link Congestion: Ensure the server's network link is not already congested by other traffic outside of the test you are running.
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Remote Server Capacity: Verify that the server you are testing to/from has enough network and processing capacity to handle the test at the full speed of your server's connection.
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Official Speedtest Tool: If you are using the Ookla speedtest, you must use the official command-line tool. You can find the correct tool for your operating system here.
Step 2: Information to Include in Your Support Ticket
When you submit a support ticket in the portals, providing the following information is essential for our network engineers to begin their investigation:
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Server Tag: The unique tag of the affected server (e.g.,
123-456). -
Evidence of the Issue: The specific data and output you used to conclude there is a performance issue. Please include the actual, unedited information for our team to review.
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Remote Server IP Address: If applicable, the IP address of the remote server that was used for testing.
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Link Status Command Output: The complete output of the following shell command: ip -s link