Run traceroute and ping tests

When you are experiencing performance issues it is important to run the traceroute command to verify the connection. To do this please open the Command Prompt in your system (Terminal in Mac/Linux) and perform the following steps:

  1. Type one of the following, then wait for the tracerout to be completed:

    • Windows: tracert app.proofhq.com
    • Mac/Linux: traceroute app.proofhq.com
  2. (Windows only) Type ping app.proofhq.com.

  3. When the ping completes, right-click in the command prompt and Select All.

  4. Copy and paste the results into the the reply to your email.
    Make sure you allow traceroute and ping to finish before sending the results to the Support Team.

Test connection speed using Speedtest.net

  1. Open a browser and go to Speedtest.net.
  2. Follow the instructions in the Speedtest knowledge base to test the speed of your internet connection.
  3. Copy and paste the results into an email our Support Team.

Check network tab in the browser console

The web console available in the modern browsers gathers useful information about any network latencies, which will prove helpful for us to determine the root cause of the speed issues you are experiencing.

To check the loading times for a webpage:

  1. Open your browser’s console and the Network tab.
  2. Re-load the page.
  3. Take screenshots or record a screencast of the results.
  4. Share the results with the Support Team.

Please make sure the screenshot shows all the data—you can expand the console window when taking a screenshot or scroll down in a screencast.

You can also check your browser’s documentation for more detailed instructions.

Check your connection on a different network and machine

Checking whether you experience the same problem with connection speed using a different device or network is a crucial step in the troubleshooting process. Please try switching to a different machine or a mobile device, as well as try using alternative network (e.g. mobile data).

Compare the connection in different combinations: using a different machine on the same network, using the same machine on a different network and using both alternative machine and network, then share the results with the Support Team.

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