Troubleshooting Packet Loss on Ports and VXCs

When accessing any network, small units of data called packets are sent and received. When one or more of these packets fail to reach their intended destination, packet loss can manifest in the form of network disruption, slow service, or even total loss of network connectivity.

If you notice packet loss on a Port or VXC, step through these troubleshooting actions to isolate the root cause.

You can verify Port or VXC status from the Megaport Portal. On the Services page in the Portal, find the service and mouse over its icon. A message displays the status of the service. (The color of the icon also indicates the service status.)

Next steps

If the troubleshooting actions do not resolve your issue, contact support. Before requesting assistance, collect the following information.

• Troubleshooting results – Provide all the troubleshooting steps you have taken in detail. For example, if loops were placed, note their location and which direction they faced.
• Source IP address and destination IP address – The source IP address is the IP address of the host that sent the packet. The destination IP address is the IP address of the host that should receive the packet.
• High-level network diagram – Understanding how your network design is implemented and the connection into the Megaport network helps identify additional focus areas within the troubleshooting process. Provide a network diagram that includes all devices in the path; note each device’s involved IP addresses and VLANs.
• Ping test results – Provide the output of each ping test performed on the service. Provide all output tests if you have multiple services related to different products (for example, a Port or VXC).
• Traceroute results – Provide traceroute results, indicating which side of the connection initiated the test and which side was the destination. We recommend that you use the A-End and B-End information from your VXC.