Check for packet loss between you and your game server with the free WinMTR tool. Run it for 10 minutes while the lag happens, send us the results and we can find and fix bad network routes.
Not sure if your server's de-sync or inconsistent FPS is caused by the server hardware or by network routing? These two steps tell us which one it is.
How to check your game server for packet loss
Step 1: open a ticket while the lag is happening
First, open a ticket at the time you see the de-sync / low FPS. We can then check your server's current hardware for any issues.
In the event we cannot fix these issues, we will always offer the option of a server move to new or different hardware, or we will help diagnose your server if no issues are found. (The hardware move does not apply to dedicated hardware rentals.)
Step 2: test for packet loss with WinMTR
To rule out packet loss, run WinMTR from your own PC:
- Download the tool: https://sourceforge.net/projects/winmtr/files/latest/download (the official site is winmtr.net). If you get a ZIP file, extract it and pick the 32-bit or 64-bit version for your PC.
- Run the file by right-clicking it and choosing Run as administrator.
- In the hostname field, add your game server's IP only, with no port (you'll find the IP under CONNECTION INFO in the game panel), and click Start.
- Leave it running for 10 minutes during the period of de-sync/lag/low FPS.
- Send us the results via a support ticket.
With the results we can diagnose any drops in traffic and network performance, with a view to getting any broken routes changed/fixed on your behalf.
Run the test while the problem is actually happening. A test taken when everything is fine won't show the drops we need to see.
Packet loss questions
How do I check my game server for packet loss?
Download WinMTR, run it as administrator, enter your game server's IP (without the port) in the hostname field and click Start. Leave it running for 10 minutes while the lag happens, then send the results to us in a support ticket.
Should I include the port in WinMTR?
No. Enter the IP address only, without the :port part.
What if the problem is the server hardware?
Open a ticket while it happens and we'll check the hardware. If we can't fix it, we will always offer a move to new or different hardware. This does not apply to dedicated hardware rentals.
Looking for a new server? See all our game server hosting plans.
Related guides
Need a hand? Our support team is available 24/7: Open a support ticket.
