This topic describes how to troubleshoot timeout errors.

Check network connectivity

Note Alibaba Cloud does not provide documentation for use with third-party services. If you are using Short Message Service (SMS) together with a third-party MTR tool that is not described in this topic, we recommend that you refer to the official documentation of the tool.

Select one or more application servers or machines in the same network environment. Perform the following steps on these servers or machines:

  1. Obtain the public IP address for outbound traffic.
  2. Test network connectivity.
    • Recommended. Run the mtr command for 30 seconds to check network connectivity. You may require sudo privileges to perform this operation.

      mtr --no-dns {Region-specific domain name of POP product} or mtr --no-dns {SMPP IP address}

    • Run the ping command for 30 seconds to check network connectivity.

      ping {Region-specific domain name of POP product} or ping {SMPP IP address}

  3. Optional:To use the mtr command, you must install the MTR tool.
    • Install the MTR tool by running the package management command. You may need the sudo permissions.
      • For CentOS, run the yum install mtr command.
      • For Ubuntu, run the apt install mtr-tiny command.
      • For Arch Linux, run the pacman -S mtr command.
      • For Mac OS X, run the brew install mtr command. You must install Homebrew.
    • Install the MTR tool by compiling the source code.

      For more information, see MTR tool README.

    • For Windows, download WinMTR, decompress the package, and run the program. WinMTR

Submit the execution results

After you check network connectivity, enter the execution results in the feedback form and send the form to your account manager.

Time when network diagnostics are performed + Time zone Example: 2021-01-28 09:13 UTC+8
Command Purpose Execution result
curl Obtain the public IP address for outbound traffic Example:
ping {Destination domain name} or ping {Destination IP address}

Example: ping

Check network connectivity


64 bytes from icmp_seq=0 ttl=33 time=67.357 ms

64 bytes from icmp_seq=1 ttl=33 time=65.746 ms

64 bytes from icmp_seq=2 ttl=33 time=66.366 ms

64 bytes from icmp_seq=3 ttl=33 time=65.833 ms

64 bytes from icmp_seq=4 ttl=33 time=65.817 ms

64 bytes from icmp_seq=5 ttl=33 time=66.308 ms

64 bytes from icmp_seq=6 ttl=33 time=65.916 ms

... ...

mtr --no-dns {Destination IP address or domain name}

Example: mtr --no-dns

Check the response time of each node and the packet loss rate


HOST Loss% Snt Last Avg Best Wrst StDev xx xx xx xx xx xx xx xx xx xx xx xx xx xx

... ...


HOST Loss% Snt Last Avg Best Wrst StDev
The IP address and domain name of the node The packet loss rate of the node The number of packets sent per second The last round-trip delay (RTD) The average RTD The minimum RTD The maximum RTD The standard deviation

For more information about how to use the MTR tool and analyze the execution results, see How to use the Linux mtr command or mtr(8) - Linux man page.