Thread: How can I test my internet connection?

How can I test my internet connection?


A constant connection is important when streaming live executable prices to your personal computer. If you are having trouble maintaining connection you may be experiencing data loss, which is different than losing Internet connectivity. Testing your Internet connection is easy to do and can help diagnose why you’re receiving the error message above and, even better, provide you with the exact information that you’ll need to help solve the issue. To check your settings, simply follow these instructions:

Step 1: Click on this link: https://files.fxcorporate.com/traceroute.bat

• If using Internet Explorer > Click Run.
• If using Firefox or Chrome > Save File, Open File, > click Run

Step 2: Wait up to 60 seconds for the black screen to disappear and for notepad file to appear.

Copy the contents of the notepad file into an e-mail, along with a brief description of the issue, and send it to techsupport@fxcm.com

How can I interpret the results of the Trace Route?

Knowing how to read the results of the Trace Route is as important as being able to run it! There are three different outcomes that are easy to spot, and we’ll explain each of them below:

What does a good Trace Route look like?

You will find a picture of a successful Trace Route below. What makes this Trace Route successful is that each “hop” (denoted by incrementing numbers) shows a time of less than 150 ms per test. The area that you should look at is circled in red below:

What does a problematic Trace Route look like?

A problematic Trace Route will appear similar to a successful Trace Route, with one exception: Sprinkled into the different hops, you will see an asterisk or two. This asterisk indicates that some of the data you’re sending or receiving isn’t making it through to your computer successfully. When you’re streaming live, executable prices to your platform, it’s important to make sure you’re receiving all of the information available. Below you will find an example of a problematic Trace Route:

What does an unsuccessful Trace Route look like?

An unsuccessful Trace Route will contain some or all of the following: Long hop times (typically above 300 or 400 ms), Asterisks where there should be trace times, and the line item that says “Request Timed Out.” Each of these will indicate that the data being sent or received from your computer is not coming through in a timely fashion, which will hinder the performance of your trading platform:

I’ve tested my connection and there is an issue, what are my options?

If you see these errors, don’t worry! We are here to help make sure that you’re able to manage your account.

Use a wired internet connection, if possible

Wireless internet connections can pose many unique issues due to the inherent limitations of the technology. Trading via a wireless internet connection is not recommended for this reason. If a wired internet connection is available, we recommend exclusively using this type of connection. Further, if you are using a router for your internet connection, resetting the router can resolve many connection issues.

Contact your Internet Service Provider

If your Trace Route is problematic or unsuccessful, this is indicative of a connection issue. Connection issues tend to be temporary, and you can help expedite the solution to the issue by contacting your Internet Service Provider. Many times, they will simply need to reset something on their end to resolve the issue.

Call the Trading Desk to manage any open positions or open new positions

With an FXCM Standard Account, you have full 24 hour access to FXCM's Trading Desk during market hours via phone, which will allow you to open or close trades, add or modify stops and limits, and add or modify entry orders as well!

To contact the Trading Desk, select the best number for your location from our Contact Us page!

If you currently have an FXCM Micro Account and would like to take advantage of full 24/7 support, and gain access to the Trading Desk via phone, fill out the upgrade form or send us an e-mail for more information on how to upgrade your account!

I still have other questions about testing my connection, what should I do?

Don't worry! We're here to answer any questions that you may have. Feel free to reply to this post or send us an e-mail directly at help@fxcm.com.