Report an Issue

Connectivity and speed issues are sometimes difficult to resolve because of many potentical factors affecting the network.

Providing us with some additional technical information will help us identify issues that may be specific to your connection. A traceroute will let us know the network path your data is taking on its trip. To do this in Windows:

1. Open your Start Menu and click on Run...
2. Type "cmd" (without the quotes) and press OK to open your command line
3. Type "tracert www.filefactory.com"
4. Once the traceroute has completed right click in the command line window and select Mark
5. Select the text and then right click. The selected text will be copied to your clipboard automatically.
6. Paste the information into the "Description" field below

In Linux or Mac

1. Open your terminal window
2. Type traceroute www.filefactory.com
3. Wait for a few moments for the traceroute to complete
4. Select and copy the output
5. Paste the information into the "Description" field below

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You may also try downloading the following test files, and report the speeds you achieve:

• Test File 1: kB/sec
• Test File 2: kB/sec

To take a screenshot in Windows:

1. Open the window you want to take a screenshot of
2. Press the Alt and Print Screen on your keyboard at the same time. Print Screen is located at the top right of your keyboard. It may be labeled "PrtScr".
3. Open up Windows Paint: click the Start menu > All Programs > Accessories > Paint.
4. Click Edit > Paste. Your screenshot will be added to the image.
5. Click File > Save As...
6. In the Save In selection choose "Desktop"
7. In the Save as type selection choose "JPEG"
8. Click Save