A traceroute is a utility that records the route between your computer and our KIXEYE game servers. Traceroutes will tell you how many routers your packets travel through, and how long it takes for them to travel between routers.
The address to which you should run your traceroute, if you'd like to copy and paste it, is:
To run a traceroute on a PC (for Mac, scroll down further), please follow the instructions below:
1. Press the Windows Key + R on your keyboard.
2. Type “cmd” in the search field (without quotations) and press the “OK” button.
3. Type the following: “tracert wc-fb-vip.sjc.kixeye.com” (without quotations) and press the “Enter” key on your keyboard to start the test.
4. Please let the test run until it says “Trace complete” at the bottom of the test window.
5. Take a screenshot of the results and attach to a reply. If you’re unsure how to take a screenshot, visit https://www.take-a-screenshot.org/ for details.
If you are not comfortable using keyboard shortcuts, you can perform the test using the following steps:
1. Press the Start button.
2. Type "cmd" (without quotations) into the search field, then hit enter.
3. In the command prompt type:
...and hit "Enter."
4. Take a screenshot of the results and attach to a reply or copy/paste them into your email.
1. If you are on a Mac just click the finder, which looks like a magnifying glass in the upper right corner of your screen.
2. You should see a text field appear, type "Network Ultility" into that field with no quotes. You should see a gold radar image with the words Network Utility next to it on the top of the results. Click on that icon to open the Network Utility.
3. This will open your Network Utility, you should click the Traceroute option. Once you are there, type: "wc-fb-vip.sjc2.kixeye.com" without quotes into the text field and hit enter.
4. The test will generally take a minute or two to complete, and you will have a map of your connection as it travels to us.
What do these numbers indicate?
Each number is the result of a test and represents how many milliseconds it took the connection to respond. The program runs each 3 times.
Low numbers are better.
100ms can be indicative of lag or some latency. Ideally, all your traceroute hops should resolve in under 100ms.
Over 150ms indicates a connection prone to performance-inhibiting lag/latency. Performance issues can be significant.
250ms (or higher) can indicate a severe connection problem.
*** indicates that your request has timed out and means that some packets could be dropped, causing connection problems. Three consecutive *** means that the address you're trying to traceroute has rejected the test; this can indicate an issue, but is not necessarily indicative of a problem.
What do I do now?
If you see several high numbers and asterisks, we suggest you contact your Internet Service Provider. They can use this information to help diagnose any problems on their end or determine if there is a better internet option for your gaming needs.