Diagnosing slow uploads and downloads

First, make sure that you are getting the network speeds that you pay for.  If an ISP is throttling bandwidth, there isn't much we can do on our end to fix this.  

Next, make sure that you understand the factors that can affect upload and download speed.  Try uploading from a different network to see if the issue persists.

Most of the time, the issue is related to a third party IP or an ISP peering issue. We can help you diagnose the issue.

If you are experiencing slow uploads or downloads, you can test your internet connection, as well as your connection to Wiredrive. Connecting to the Internet may seem simple, but it involves routing through a number of computers, switches, servers and other components that are part of your ISP’s service. Follow the troubleshooting instructions below to gather information about what may be causing poor performance.

Step 1: Speed test

  1. Start by taking the free speed test at http://speedtest.net
  2. Compare the results of your speed test with the speed offered by your ISP
  3. If your results are drastically different than what your ISP offers, contact your ISP and let them know that you aren’t getting full service
  4. If the speeds are consistent, then the problem exists somewhere in the network between you and Wiredrive
  5. If you don’t know how to read your results, send them to support@wiredrive.com and we can help you understand them.  Speedtest will generate a unique results URL that you can paste into your ticket.
  6. Proceed to Step 2: Traceroute

Step 2: Traceroute

Applications that run traceroute are standard on all computers and can help you troubleshoot potential network issues if you are experiencing poor system performance. Traceroute maps the path data takes through the Internet to a destination server network and is very useful for diagnosing any network irregularities. If a single router is the problem, you can pinpoint it and provide the info to your ISP. You will need to run the traceroute to different servers depending on the type of trouble you’re experiencing

Run traceroute on a Mac

    1. Click Command + Space bar to open up the Spotlight search.
    2. Search for "Network Utility" and open the application.
    3. Click on the Traceroute
    4. For slow uploads, enter the following URL: api.wiredrive.com

    1. For slow playback or downloads, enter the CDN URL (cache.wdcdn.net)

    1. Click Trace to beginclick-trace.png

Run traceroute on a PC

      1. Click Start> Run
      2. Enter cmd and press Return
      3. At the command line prompt, enter tracert api.wiredrive.com and press Enter. Take a screenshot of this.
      4. Run this test again to tracert cdn.wiredrive.com and press Enter. Take a screenshot of this screen and send both images to at Support@wiredrive.com

Reading traceroute

Each row represents a hop along your network (you may have more or fewer hops). To ensure that traceroute is accurate, the packet of data is sent through the network three times. Note the response times milliseconds (ms) for each hop.

Note any abnormally high response times and take down the IP addresses (the numbers in the parentheses just before the response time). You will have to determine high response times within the context of the other response times.

For example, if your traceroute returns response times between 1 ms and 50 ms, but one hop shows a three-digit response time, then you should note the IP address for that hop. Try to replicate abnormal response times to rule out any one-time interruptions.

You can also send your results to support@wiredrive.com  and we can help you understand them.

Why don’t all hops have response times?

You should only be concerned with the first and last three or four components. Network machines may be public or private and may assign an extremely low priority to responding to traceroute. This is normal and should not be viewed as an indication of a problem.

What’s next?

If you noticed a potential problem in the network, you can either contact the person in charge of your network or your ISP. You can also proceed to “Step 3: Latency test”, more commonly referred to as a “ping”, to test the suspected machine.

Step 3: Latency test

Pinging network servers (also called a latency test) refers to repeatedly sending a packet of data to an IP address and recording the response time for each send. This tells if there is a consistent problem with a network component

Ping an IP address on a Mac

      1. Open Finder and select Application > Utilities > Network Utility
      2. Click on the Ping tab and enter the address: cache.wdcdn.net
      3. Set the number of pings to 50 and click Ping


Ping an IP address on a PC (XP and Above)

      1. Click Start
      2. Enter cmd in the Start Search Field.
      3. At the command line prompt, enter ping wiredrive.com and press Enter.
      4. Copy and Paste or Screenshot these results back to us.

Reading ping results

The most useful result is the percent of packet loss. In all cases, 0% is the target result. If your ping returns anything other than 0%, you may need to contact your ISP so they can address the problem IP address.

A packet loss of 0-1% may be an intermittent problem that corrects itself. Repeat the test to see if the problem is persistent. If you receive a packet loss of 1% or more contact your ISP immediately so they can address the problem. Be sure to include the results of your traceroute, speed test, and ping.

You can also send your results to support@wiredrive.com and we can help you understand them.

Step 4: Line-quality test

For tougher-to-diagnose symptoms, you can also test the quality of your connection, which should be guaranteed by your ISP.

    1. Take the free line-quality test at Pingtest.net
    2. Pingtest.net will return useful information about your internet connection:
      • Line quality grade ranging from A to F; A being the highest quality while F is poorest
      • Ping is the latency (amount of time) for data to travel to the test server and back.
      • Packet Loss is the amount of data lost as it travels through your network; you shouldn't have any packet loss.
    3. Note any unsatisfactory measurements and contact your ISP so that they can make improvements to your service
    4. You can also send your results to support@wiredrive.com and we can help you understand them. Please note that this support address is for Wiredrive customers only.  We cannot do IT support for the public at large.
Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request