We need to investigate connection issues. Here are a few important questions:

  1. Do other apps work OK?
  2. What exactly is happening? (always 'connecting…' / always 'updating…' / seems ok, but messages are not sent / not delivered, etc.)
  3. At what time did it start? Is it still happening?
  4. Is this happening all the time or sometimes?
  5. Does this happen with all Telegram apps — or just on one of your devices?
  6. Try web.telegram.org — does it work?
  7. The problem happens on Wi-Fi, on mobile connection or in both cases?
  8. It would be very helpful if we get the IP address — for the network with the problem and a Traceroute.

IP address

Here's how you find it:

  1. Open the browser on the device and go to www.myipaddress.com (you can use any other site that shows your IP as well).
    ip.png
  2. Copy the large number from the middle of the page and send it to us.

Traceroute

When you connect to Telegram, your traffic has to go through several intermediaries before reaching the Telegram servers. Here's an example of a traffic route:

  1. The traffic first goes through your home's router »
  2. Your Internet Service Provider's routers »
  3. Onto larger networks »
  4. Many servers in between »
  5. Then finally to the Telegram servers.

Traceroute shows us the path traffic takes to reach the website. It also displays the delays that occur at each stop. If Telegram is working properly, but you are having issues reaching Telegram, it's possible there is a problem somewhere on the path between your device and our servers. Traceroute would show where that problem is.


Android

PingTools Network Utilities

Can be downloaded from Google Play (5.2 MB).

  1. Open the app, select Traceroute, then tap on the top right icon to change the settings to ICMP mode.

    traceroute-android-pingtools1.jpg traceroute-android-pingtools1-2.jpg

  2. Enter the IP 149.154.166.120, then press the TRACE button.

    traceroute-android-pingtools2.jpg

  3. When it says "Traceroute complete" at the bottom, tap on the SHARE icon at the top and select your mail app (send it to gro.margelet|troppus#gro.margelet|troppus) or via Telegram to your local support team.

iOS

HE.NET Network Tools

Can be downloaded from the App Store (3 MB).

  1. Run the app and look for Traceroute in the list. Enter the IP 149.154.166.120 and press the Enter key.

    traceroute-ios-henet.jpg

  2. After the traceroute is complete, an OPEN WITH button appears and you can select the mail app (send it to gro.margelet|troppus#gro.margelet|troppus) or via Telegram to your local support team.

    traceroute-ios-henet2.jpg

ManageEngine Ping Tool

Can be downloaded from the App Store (3.1 MB).

  1. Run the app, go to Traceroute, enter 149.154.166.120 in the text input field, then press Trace in the top right.

    traceroute-ios-manageengine.jpg

  2. After the full traceroute is displayed, tap on the top right, which will look like this:

    traceroute-ios-manageengine2.jpg

  3. Press on the OPEN WITH icon and select your mail app (send it to gro.margelet|troppus#gro.margelet|troppus) or via Telegram to your local support team.

Windows

Tracert.exe

Tracert.exe is a program that comes pre-installed on Windows systems.

  • Open Windows Command prompt (cmd)

    run-cmd.png

  • Enter this command into the Command Prompt, then press the ENTER button:
tracert 149.154.166.120


  • It will take a while and the results should look similar to this:

    traceroute-windows.jpg

  • Highlight the full traceroute with your mouse, then copy and paste the selection into an email (send it to gro.margelet|troppus#gro.margelet|troppus) or send it via Telegram chat to your local support team.

WinMTR

WinMTR is a popular Traceroute program for Windows OS. You can download it from WinMTR (1.82MB).

  1. Start up WinMTR, type in 149.154.166.120 as host and press Start.

    traceroute-winmtr.jpg

  2. When done, press Export TEXT and save it as a .txt file. Then send the .txt file to Telegram Support via email (gro.margelet|troppus#gro.margelet|troppus) or via Telegram chat to your local support team.