Troubleshooting latency/packet loss
## Understanding latency and packet loss
Latency is the delay measured in milliseconds for data to travel from your client to the server and back. High latency (sometimes called ping) results in slow response times, while packet loss occurs when some packets are dropped entirely during transmission. Both issues can cause rubberbanding, timeouts and poor user experience.
### Diagnosing latency and packet loss
* **Use ping/MTR/traceroute** – The `ping` command measures round‑trip time; `traceroute` or `mtr` show each hop along the path to the server. High latency or packet loss on the first hop indicates a local or ISP issue, while problems mid‑path or near the destination may be outside your control.
* **Test from multiple locations/networks** – Compare results from different networks (e.g., mobile data vs home connection) to isolate whether the problem is on your local network.
### Common causes of high latency
* **Physical distance** – The farther your device is from the server, the longer packets take to travel. Hosting closer to your users or using a content‑delivery network reduces physical distance【494653167984759†L223-L241】.
* **Heavy web pages / network congestion** – Websites with large images and multiple third‑party scripts increase load times, and congested networks add delay【494653167984759†L253-L258】.
* **Transmission medium** – Wireless connections usually have higher latency than wired Ethernet; fiber tends to have lower latency than copper【494653167984759†L260-L266】.
* **End‑user and hardware issues** – Latency can be caused by the client device running out of CPU/memory or by faulty cables, routers, switches or firewalls【494653167984759†L268-L279】.
### Causes of packet loss
Common sources of dropped packets include a faulty Ethernet port or cable, issues with the network interface card (NIC), outdated router firmware, or network congestion【276561159420333†L156-L162】. Packet loss can occur even on high‑speed connections【276561159420333†L148-L155】.
### Quick fixes for packet loss and latency
* **Minimize local congestion** – Close bandwidth‑heavy applications and pause downloads or updates【276561159420333†L170-L175】.
* **Power cycle your router** – Rebooting clears router memory and can resolve transient issues【276561159420333†L177-L179】.
* **Check cables and ports** – Swap to a different Ethernet port on your router and try a new cable; worn cables and bad ports often cause packet loss【276561159420333†L180-L184】.
* **Use wired connections** – Switch from Wi‑Fi to a wired Ethernet connection to eliminate wireless interference【276561159420333†L186-L188】.
* **Update firmware and enable QoS** – Log into your router’s admin interface to install firmware updates and enable Quality of Service (QoS) to prioritize real‑time traffic【276561159420333†L196-L224】.
* **Upgrade hardware** – Older routers and network cards may struggle under load; upgrading to modern equipment (e.g., Wi‑Fi 6) can reduce packet loss【276561159420333†L233-L244】.
### Improving latency and packet loss in the data centre
If tests show the problem is near the server or across the internet, you may need to:
* Choose a server closer to your audience or use a content‑delivery network to reduce the distance packets travel【494653167984759†L223-L241】.
* Work with your ISP to investigate congested peering links.
* Ensure your server is not overloaded; high CPU or I/O on the server can delay responses.
* Contact IllusionCloud support with your MTR or traceroute results and timestamp; they can check upstream providers for routing issues.
### When to contact support
If troubleshooting doesn’t resolve the issue and packet loss persists outside your local network, gather the following before opening a ticket:
1. Ping and traceroute results to the affected server, captured at different times.
2. Details about your connection type (wired/wireless), modem/router model and firmware version.
3. Whether the issue persists on other networks or devices.
Provide this information in your support request so network engineers can pinpoint the cause more effectively.