How to Create a WinMTR Report
Run a network trace from the machine that has the problem, and send the result to support.
What is WinMTR?
WinMTR is a free network diagnostic tool that combines traceroute and ping. It shows the path your connection takes to our servers, and where along that path packets are being lost or delayed.
When you report lag or connection trouble, a WinMTR report is what lets us tell whether the problem is on our side, at your internet provider, or somewhere in between.
Run it on the computer that is having the problem. If one player has high ping and everyone else is fine, the report has to come from that playerโs machine โ a trace from anyone else measures a path that is already working.
Downloading WinMTR
Download WinMTR from winmtr.net. It is free, and there is nothing to install.
Extract the ZIP file and run WinMTR.exe (32-bit) or WinMTR64.exe (64-bit).
It runs straight from the folder you extracted it to. If Windows prompts you for permission, allow it.
Running a Report
Open WinMTR. In the "Host" field, enter your server address without the port.
The Connection Info panel on the Overview tab has a "Server Address" row that reads as an address and a port together, for example 203.0.113.50:28100. WinMTR wants only the part before the colon.
If your Server Address row has extra text after the port โ a crossplay join code, for instance โ ignore that as well. WinMTR traces to a machine, not to a port or a join code.
Click "Start" and let it run until the "Sent" column shows at least 100 packets, then click "Stop". Run it while the problem is actually happening; a trace taken when everything is fine shows a path that is fine.
Click "Export TEXT" to save the report as a text file.
Sending the Report
Attach the exported .txt file to your support ticket. Plain text files up to 25 MB are accepted, which a WinMTR export is comfortably under. One file can be attached when you open the ticket; add any more by replying to it.
Include the time you ran the test and what you were experiencing โ lag, disconnects, high ping, and so on.
If you can, send two reports: one taken while the problem is happening and one taken when everything is normal. The difference between them is usually the answer.
Both Connection Issues and DDoS Protection ask for a report from this guide, so if you arrived from one of those, this is the file they mean.