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You might be asked by our support team to set up a traceroute.
You will find a small tool called WINMTR at https://sourceforge.net/projects/winmtr/.
Download this, unzip and launch it.Once the program is running, enter the server IP in the Host field and click Start.
After a minute, once the program has performed a traceroute for the IP, press Stop.You can then either copy the results by pressing "Copy Text to Clipboard" or save the results in a text file by selecting "Export Text".
However, as this only gives use a traceroute from you to us, we also require a traceroute from us to you. This can be done with this script which we supply for you: http://www.gaming.4players.de/traceroute.php
Please note that both traceroutes need to be produced at the same time, and the time at which the traceroutes were produced needs to be indicated!