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Instructions on how to gather useful data and report a problem connecting to a Wikimedia website like en.wikipedia.org.
{{#ifeq: {{SERVERNAME}} | wikitech-static.wikimedia.org ||
{{See|These instructions also available at https://wikitech-static.wikimedia.org/wiki/Reporting_a_connectivity_issue for folks who are not able to access Wikitech for some reason.  '''When linking these instructions to those who are experiencing connectivity trouble, always link them the wikitech-static version.'''}}
}}
 
Instructions on how to gather useful data and '''report a problem connecting to a Wikimedia website''' like en.wikipedia.org.


=== Your own Internet ===
=== Your own Internet ===
First, if you're unsure if the issue is related to your Internet connection, you can for example use the [http://netalyzr.icsi.berkeley.edu/ 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.
First, if you're unsure if the issue is related to your Internet connection, you can for example use http://test-ipv6.com/ to verify it (even if you don't use IPv6). If the issue is related to slowness, tools like http://www.speedtest.net/ or https://fast.com are also useful.


=== Wikimedia's websites ===
=== 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.
If you're having difficulties reaching any of the Wikimedia websites, check [https://www.wikimediastatus.net/ www.wikimediastatus.net] to see if there's a system-wide outage or other issue affecting all or many Wikimedia systems.
 
If you can connect to https://www.wikimedia.org but not to other Wikimedia sites, then your issue is probably not a connectivity issue.
 
If there's no evidence of a system-wide outage, gather the following information as part of your report to help the Site Reliability Engineering team to troubleshot the issue.


The more exhaustive the answers are, the easier it will be for us to help you.
The more exhaustive the answers are, the easier it will be for us to help you.
[[phab:maniphest/task/edit/form/75/|Create a new Secure task on Phabricator]] (to ensure your details remain private)
* What is the issue in your own words?
* What is the issue in your own words?
* Is the issue intermittent or constant?
* Is the issue intermittent or constant?
Line 13: Line 24:
* What device are you using? (laptop, mobile phone, etc)
* What device are you using? (laptop, mobile phone, etc)
* What network are you connected to? Home/office/mobile? Name? Country/City?
* What network are you connected to? Home/office/mobile? Name? Country/City?
* What is your public IP?  
*What is the output of http://test-ipv6.com/helpdesk/ ?
** One way to get this information is by [[google:what+is+my+ip|asking Google's search]]
* What is your public IP address? (See link above)
* Provide the output of a command line test request toward the problematic url using [[w:CURL|cURL]]:
* Provide the output of a command line test request toward the problematic url using [[w:CURL|cURL]]:
** Getting curl:
** Getting curl:
*** Many linux computers will have <code>curl</code> installed already. Use your package manager to install it if necessary.
*** Many linux computers will have <code>curl</code> installed already. Use your package manager to install it if necessary.
*** cURL for Windows can be [https://curl.haxx.se/download.html#Win64 downloaded from the open source project].
*** cURL for Windows can be [https://curl.haxx.se/download.html#Win64 downloaded from the open source project] if you are running a build under Insider Build 17063, but is installed by default in cmd and Powershell on builds above (if you are on the most recent build, you most likely already have <code>curl</code> installed.
*** cURL is installed by default on OS X computers.
*** cURL is installed by default on Mac 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.
*** 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 <code>curl -v <url></code>
** From a command line shell, run <code>curl -v <url></code>
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** For example, <code>curl -v <nowiki>http://en.wikipedia.org/wiki/Main_Page</nowiki></code>
** For example, <code>curl -v <nowiki>http://en.wikipedia.org/wiki/Main_Page</nowiki></code>
* Provide the output of a [[w:Traceroute|traceroute]] from your computer to the problematic hostname:
* Provide the output of a [[w:Traceroute|traceroute]] from your computer to the problematic hostname:
** Linux and OS X users:
** Linux users:
*** In a terminal run <code>traceroute <hostname></code>. For example:<code>traceroute en.wikipedia.org</code>
*** Gather a TCP traceroute.  In a terminal run <code>traceroute --tcp --port=443 <hostname></code>.  For example: <code>traceroute --tcp --port=443 en.wikipedia.org</code>
*** The tool [[w:MTR (software)|mtr]] can provide useful information as well: <code>mtr --report-wide --aslookup <hostname></code>
** Mac users:
*** In a terminal run <code>traceroute <hostname></code>. For example: <code>traceroute en.wikipedia.org</code>
** Both Linux and Mac users:
*** The tool [[w:MTR (software)|mtr]] can provide useful information as well (on Mac prepend <code>sudo</code> to the command): <code>mtr --report-wide --show-ips --aslookup --tcp --port 443 en.wikipedia.org</code>
** Windows users:
** Windows users:
*** In a command line shell, run <code>tracert <hostname></code>. For example: <code>tracert en.wikipedia.org</code>
*** In a command line shell, run <code>tracert <hostname></code>. For example: <code>tracert en.wikipedia.org</code>
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*** Search your app store for a "traceroute" app
*** Search your app store for a "traceroute" app
* Provide the output of a ping from your computer to the problematic hostname:
* Provide the output of a ping from your computer to the problematic hostname:
** Linux, Windows, and OS X users:
** Linux and Mac users:
*** In a command line shell, run <code>ping -c 4 <hostname></code>. For example:<code>ping -c 4 en.wikipedia.org</code>
*** In a command line shell, run <code>ping -c 4 <hostname></code>. For example: <code>ping -c 4 en.wikipedia.org</code>
** Windows users:
*** In a command line shell, run <code>ping <hostname></code>. For example: <code>ping en.wikipedia.org</code>
** Android, iOS, other:
** Android, iOS, other:
*** Search your app store for a "ping" app
*** Search your app store for a "ping" app
Once the data has been gathered, [https://phabricator.wikimedia.org/maniphest/task/edit/form/1/?projects=netops,traffic 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 {{Irc|wikimedia-operations}} IRC channel.
Once the data has been gathered, [[phab:maniphest/task/edit/form/75/|Create a new Secure task on Phabricator]]. Afterwards, add the "netops" and "Traffic" tags via the bottom of the page "Add Action > Change Project Tags" dropdown. Alternatively, you can also email noc@wikimedia.org or reach out to the  {{Irc|wikimedia-operations}} channel on libera.chat IRC.


=== Additional troubleshooting ===
=== Additional troubleshooting ===
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|ulsfo
|ulsfo
|text-lb.ulsfo.wikimedia.org
|text-lb.ulsfo.wikimedia.org
|<code>curl -v <nowiki>https://text-lb.ulsfo.wikimedia.org</nowiki> --insecure</code>
|<code>curl -v <nowiki>https://text-lb.ulsfo.wikimedia.org</nowiki> --insecure -H 'Host: www.wikimedia.org'</code>
|-
|-
|eqiad
|eqiad
|text-lb.eqiad.wikimedia.org
|text-lb.eqiad.wikimedia.org
|<code>curl -v <nowiki>https://text-lb.eqiad.wikimedia.org</nowiki> --insecure</code>
|<code>curl -v <nowiki>https://text-lb.eqiad.wikimedia.org</nowiki> --insecure -H 'Host: www.wikimedia.org'</code>
|-
|-
|codfw
|codfw
|text-lb.codfw.wikimedia.org
|text-lb.codfw.wikimedia.org
|<code>curl -v <nowiki>https://text-lb.codfw.wikimedia.org</nowiki> --insecure</code>
|<code>curl -v <nowiki>https://text-lb.codfw.wikimedia.org</nowiki> --insecure -H 'Host: www.wikimedia.org'</code>
|-
|-
|esams
|esams
|text-lb.esams.wikimedia.org
|text-lb.esams.wikimedia.org
|<code>curl -v <nowiki>https://text-lb.esams.wikimedia.org</nowiki> --insecure</code>
|<code>curl -v <nowiki>https://text-lb.esams.wikimedia.org</nowiki> --insecure -H 'Host: www.wikimedia.org'</code>
|-
|eqsin
|text-lb.eqsin.wikimedia.org
|<code>curl -v <nowiki>https://text-lb.eqsin.wikimedia.org</nowiki> --insecure -H 'Host: www.wikimedia.org'</code>
|}
|}
==== Test IP fragmentation issues ====
IPv4 version: http://icmpcheck.popcount.org<br>
IPv6 version: http://icmpcheckv6.popcount.org
[[Category:How-To]]
[[Category:How-To]]
[[Category:Network]]
[[Category:Network]]
__NOTOC__
__NOTOC__

Latest revision as of 15:03, 22 May 2022


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 http://test-ipv6.com/ to verify it (even if you don't use IPv6). 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, check www.wikimediastatus.net to see if there's a system-wide outage or other issue affecting all or many Wikimedia systems.

If you can connect to https://www.wikimedia.org but not to other Wikimedia sites, then your issue is probably not a connectivity issue.

If there's no evidence of a system-wide outage, gather the following information as part of your report to help the Site Reliability Engineering team to troubleshot the issue.

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

Create a new Secure task on Phabricator (to ensure your details remain private)

  • 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 the output of http://test-ipv6.com/helpdesk/ ?
  • What is your public IP address? (See link above)
  • 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 if you are running a build under Insider Build 17063, but is installed by default in cmd and Powershell on builds above (if you are on the most recent build, you most likely already have curl installed.
      • cURL is installed by default on Mac 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 users:
      • Gather a TCP traceroute. In a terminal run traceroute --tcp --port=443 <hostname>. For example: traceroute --tcp --port=443 en.wikipedia.org
    • Mac users:
      • In a terminal run traceroute <hostname>. For example: traceroute en.wikipedia.org
    • Both Linux and Mac users:
      • The tool mtr can provide useful information as well (on Mac prepend sudo to the command): mtr --report-wide --show-ips --aslookup --tcp --port 443 en.wikipedia.org
    • 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 and Mac users:
      • In a command line shell, run ping -c 4 <hostname>. For example: ping -c 4 en.wikipedia.org
    • Windows users:
      • In a command line shell, run ping <hostname>. For example: ping en.wikipedia.org
    • Android, iOS, other:
      • Search your app store for a "ping" app

Once the data has been gathered, Create a new Secure task on Phabricator. Afterwards, add the "netops" and "Traffic" tags via the bottom of the page "Add Action > Change Project Tags" dropdown. Alternatively, you can also email noc@wikimedia.org or reach out to the #wikimedia-operations connect channel on libera.chat IRC.

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 -H 'Host: www.wikimedia.org'
eqiad text-lb.eqiad.wikimedia.org curl -v https://text-lb.eqiad.wikimedia.org --insecure -H 'Host: www.wikimedia.org'
codfw text-lb.codfw.wikimedia.org curl -v https://text-lb.codfw.wikimedia.org --insecure -H 'Host: www.wikimedia.org'
esams text-lb.esams.wikimedia.org curl -v https://text-lb.esams.wikimedia.org --insecure -H 'Host: www.wikimedia.org'
eqsin text-lb.eqsin.wikimedia.org curl -v https://text-lb.eqsin.wikimedia.org --insecure -H 'Host: www.wikimedia.org'

Test IP fragmentation issues

IPv4 version: http://icmpcheck.popcount.org
IPv6 version: http://icmpcheckv6.popcount.org