Reporting a connectivity issue

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Instructions on how to gather useful data and report a problem connecting to a Wikimedia website like en.wikipedia.org.

Your own Internet

First, if you're unsure if the issue is related to your Internet connection, you can for example use the ICSI Netalyzr tool (also available on Android) to verify it. If the issue is related to slowness, tools like http://www.speedtest.net/ or https://fast.com are also useful.

Wikimedia's websites

If you're having difficulties reaching any of the Wikimedia websites, gathering the following information will help the Technical Operations team to troubleshot the issue.

The more exhaustive the answers are, the easier it will be for us to help you.

  • What is the issue in your own words?
  • Is the issue intermittent or constant?
  • When did the issue start?
  • What device are you using? (laptop, mobile phone, etc)
  • What network are you connected to? Home/office/mobile? Name? Country/City?
  • What is your public IP?
  • Provide the output of a command line test request toward the problematic url using cURL:
    • Getting curl:
      • Many linux computers will have curl installed already. Use your package manager to install it if necessary.
      • cURL for Windows can be downloaded from the open source project.
      • cURL is installed by default on OS X computers.
      • On a phone or tablet, search your app store for a curl app or other http debugging tool that will show the full request and response.
    • From a command line shell, run curl -v <url>
      • For example: curl -v https://en.wikipedia.org/wiki/Main_Page
  • Run the same cURL command for the non-HTTPS version of the website:
    • For example, curl -v http://en.wikipedia.org/wiki/Main_Page
  • Provide the output of a traceroute from your computer to the problematic hostname:
    • Linux and OS X users:
      • In a terminal run traceroute <hostname>. For example:traceroute en.wikipedia.org
      • The tool mtr can provide useful information as well: mtr --report-wide --aslookup <hostname>
    • Windows users:
      • In a command line shell, run tracert <hostname>. For example: tracert en.wikipedia.org
    • Android, iOS, other:
      • Search your app store for a "traceroute" app
  • Provide the output of a ping from your computer to the problematic hostname:
    • Linux, Windows, and OS X users:
      • In a command line shell, run ping -c 4 <hostname>. For example:ping -c 4 en.wikipedia.org
    • Android, iOS, other:
      • Search your app store for a "ping" app

Once the data has been gathered, open a task on Phabricator tagged with the "netops" and "traffic" projects. You can also email noc@wikimedia.org or reach out to people on Freenode's #wikimedia-operations connect IRC channel.

Additional troubleshooting

Test connectivity to multiple Wikimedia Point of Presence (PoP) locations

Re-run the tests above, using the following information:

Site hostname (for traceroute, ping, etc) curl example
ulsfo text-lb.ulsfo.wikimedia.org curl -v https://text-lb.ulsfo.wikimedia.org --insecure
eqiad text-lb.eqiad.wikimedia.org curl -v https://text-lb.eqiad.wikimedia.org --insecure
codfw text-lb.codfw.wikimedia.org curl -v https://text-lb.codfw.wikimedia.org --insecure
esams text-lb.esams.wikimedia.org curl -v https://text-lb.esams.wikimedia.org --insecure