I am experiencing packet loss on my server. What should I do?

If you believe that your server is experiencing packet loss, you should first consider and check the following:

• Is there anything on your server that may be causing this issue?

• Is your server trying to send or receive an abnormally large amount of data / packets? If so, can I resolve this?

• Is your server’s connection speed and duplex settings configured correctly? Your server’s connection(s) to our switch should always be set to full duplex and the speed setting should always match what our switch port is set to.

If you have considered and checked the above, and believe that none of these factors could be causing the slow network issue, then we would suggest hard power-cycling your machine to see if this fixes the issue. Please be aware that there is always a chance of data-loss when power-cycling a server, so we can only advise you to power-cycle your machine and the decision to do so must be your own.

If you have considered all the above, attempted to reboot the server, and this has not resolved the issue, please raise a support ticket with the following information and answers to the following questions, so that we can effectively troubleshoot this problem:

• Are you experiencing a complete outage or high latency/delay to your service?

• When did you start to notice the interruption to service?

• Is the interruption still ongoing? If not, when did it end?

• Can you confirm the speed/duplex setting for the interface with the issue?

• Can you supply an MTR of 1000 cycles to your hosted server from your remote machine (forward direction)?

• Can you supply an MTR of 1000 cycles to your remote machine from your hosted server (reverse direction)?

• Please confirm the public address you are using at the remote location; and also the IP address of the affected service hosted with us.

• Have you have tried to re-boot your server?

• Can you please confirm the speed and duplex settings of this server?

Once you get in touch with the above information, our team will be able to look into this issue for you as soon as possible. If you have any further questions, please get in touch and we will be happy to help.