Collect diagnostic information about your server connection

This article explains how to collect diagnostic information in case you have connection issues to your server. It's only required to troubleshoot edge cases that are very rare.

In general, you should check this article if you're unable to connect to your server: Connect to your server

 

You only need to follow the instructions of this article if the exaroton support advises you to do so.

 

In addition, please understand that this article won't fix the problem. It just explains how to collect diagnostic information.

 

In most cases, connection issues are related to your server itself. A misconfiguration, bugs in the server software or mods. In 

 

In order to check your case we need the following information: 

  • The full and exact error message displayed when you get kicked from your server. (Preferably as screenshot)
  • A traceroute to your server
  • Your servers' main IP (IP ending with exaroton.me)
  • Your servers' Dyn-IP (IP ending with exaroton.host)
  • Your public IP (The following page shows your public IP: http://v4.ident.me/)
  • The country you're connecting from
  • Your exaroton username (Shown in the right upper corner of the exaroton panel)
  • Software and version installed on your server (Shown on the server page on the exaroton panel)
  • Does the problem also occur if you install the Vanilla server software on your server?

If you already have an open ticket with the exaroton support just reply with the information explained above. In case you don't have an open conversation you can create a ticket here.

Please note that we can only help action if you comply with the above points and send us all the relevant information.

 

Find your DynIP

  1. Go to the exaroton panel
  2. Start your server
  3. Wait until your server is online
  4. Click the connect button

How to run a traceroute

A traceroute shows the path your connection takes through the public internet to reach our servers.

Open a command prompt

Windows

  1. Press Windows key + R to open the Run window.
  2. Enter cmd and press Enter to open a Command Prompt.
  3. Enter "tracert **DynIP**"
    Without the asterisk and without the port number. Example: 
    tracert your-dyn-ip.exaroton.host
  4. Press Enter.
  5. Wait until the command is finished and take a screenshot that shows the full output.

Mac OS®

  1. Click the Spotlight icon in the Menu bar.
    Note: The icon looks like a magnifying glass.
  2. Enter Network Utility into the Spotlight Search field.
  3. Double-click Network Utility from the Top Hit list.
  4. Click the Traceroute tab.
  5. Enter your servers' DynIP and click Trace.
    Without the asterisk and without the port number. Example: "your-dyn-ip.exaroton.host"
  6. Wait until the command is finished and take a screenshot that shows the full output.

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