In this article
DNSFilter servers are very performant. We have 202 Anycast DNS servers located in 89 data centers worldwide, and excellent relationships with upstream providers who have a commitment to open peering. It is rare that our customer’s experience a slow response time. Any customer who believes their connection to our servers is slow is encouraged to open a support ticket if they are experiencing the symptoms below:
- DNS Timeouts
- High Round-Trip Time (RTT; latency)
- Packet Loss
The cause of high latency is often because of a sub-optimal route from the customer to our servers. In order to remedy this, we ask for a route trace so that we can compare your route to us against our route to you. We can then assist with making routing adjustments.
Troubleshooting with MTR / WinMTR
MTR is the best tool for troubleshooting network issues and is preferred over sending us ping/traceroute information. Below are instructions for running MTR on various platforms:
Windows
- Download WinMTR
- Open WinMTR and run tests by typing in DNSFilter’s Anycast IP addresses into the Host section (one set of test results per IP address): 103.247.36.36, 103.247.37.37
- Let run for about 50 sent packets, then stop the test, Export TEXT, and send us the results via .txt file or a Ghostbin URL. Do not copy/paste the results directly to a support ticket
MacOS
Xcode required
The MTR must firstly be installed via homebrew or Xcode. If not using homebrew or Xcode, skip to the Ping/Traceroute section. Follow along with the steps in this article for more details under the Installing MTR in macOS heading.
Run the following two commands individually and send us the results via .txt file or a Ghostbin URL; do not copy/paste the results directly to a support ticket.
mtr -c50 -T --report 103.247.36.36 mtr -c50 -T --report 103.247.37.37
Linux
Run the following two commands individually and send us the results via .txt file or a Ghostbin URL.
mtr -c50 -T --report 103.247.36.36 mtr -c50 -T --report 103.247.37.37
Troubleshooting with Ping/Traceroute
If unable to use MTR / WinMTR for any reason, these commands can be used to gather the same information.
Review the results for abnormalities with the RTT or issues with your ISP. If you find RTT issues, submit the results to our Support team via .txt file or a Ghostbin URL; do not copy/paste the results directly to a support ticket.
Run the following two commands individually:
Windows
In Command Prompt:
tracert -w 100 103.247.36.36 tracert -w 100 103.247.37.37 ping -n 50 103.247.36.36 ping -n 50 103.247.37.37
MacOS
In the Terminal application:
sudo traceroute -P TCP 103.247.36.36 sudo traceroute -P TCP 103.247.37.37 ping -qc 50 103.247.36.36 ping -qc 50 103.247.37.37
Linux
In the Termain application (or CLI):
sudo tcptraceroute 103.247.36.36 sudo tcptraceroute 103.247.37.37 ping -qc 50 103.247.36.36 ping -qc 50 103.247.37.37
Related Troubleshooting
If it's determined that slow DNS response times are not the issue, these related troubleshooting articles can help pinpoint and resolve the issue:
- Websites are allowed per your Filtering Policy but do not load
- Specific websites are slow or fail to load where others load without issue
- Everything except the images or ads load on the website
- Websites won't load on Apple devices or specifically in the Safari browser
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