If you encounter network issue such as slowness or non responsive when attempt to connect to your APC service, you will need to provide us the ping, trace route and your IP address.
Ping is a basic Internet program that allows a user to verify that a particular IP address exists and can accept requests.
Traceroute is a command which can show you the path the information takes from your computer to one you specify. It will list all the router it passes through until it reaches its destination, or fails to and is discarded. In addition it will tell you how long each 'hop' from router to router takes.
If you are not sure on how to do ping or traceroute, please use the guide below:
This guide assume you are using Windows.
For source IP, please visit https://www.whatismyipaddress.com from the location (such as office, home) you encountering the issue and you will see your IP shown on the site.
For APC server IP, please use the url which you are facing problem connecting to. Or check with APC support team (email@example.com) what is your APC server IP address.
Click on the start menu > at the text box type "cmd" (without quotes) it will list "Command prompt" so select it.
A black box with some words will appear. Type "ping google.com" (without quotes and replace google.com with the IP or domain you intend to ping).
For trace route, it is also done inside command prompt but type "tracert google.com" (without quotes and replace google.com with your own).