> ## Documentation Index
> Fetch the complete documentation index at: https://docs.edbb.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Diagnose packet loss (Windows & Linux)

> Collect traceroute or MTR output from Windows or Linux to help EDBB support pinpoint connectivity issues between your network and the VPS.

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Use ping, traceroute and MTR to investigate a path between your device and the VPS. Collect evidence from the affected network; a result from another provider may follow a different route.

## Collect a report

On Debian or Ubuntu, install MTR and run a report. Replace the documentation-only destination with your VPS IP or the affected remote host:

```bash theme={"system"}
sudo apt update
sudo apt install mtr-tiny
mtr -r -w -c 100 192.0.2.10
```

On Windows, use `tracert` and `ping`, or a trusted MTR implementation. On macOS, built-in `traceroute` and `ping` are available; install MTR through your trusted package manager if you need a combined report.

```powershell theme={"system"}
tracert 192.0.2.10
ping -n 100 192.0.2.10
```

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## Interpret results

An intermediate router can deprioritize ICMP replies while forwarding traffic normally. Loss at a hop that does **not** continue to the final destination is not proof of packet loss affecting your service. Asterisks can also mean a router does not answer probes.

Compare final-destination loss, latency over time and application behavior. If ICMP is filtered, test the actual application protocol where possible. Collect a reverse-direction report from the VPS to the affected network when it is reachable; paths can differ by direction.

## Send useful evidence

Contact [support@edbb.com](mailto:support@edbb.com) with source and destination IPs, timestamp and timezone, the affected protocol, reports and whether the issue is continuous or intermittent. Remove unrelated personal data, tokens and credentials from logs.