Connection Issues

The Telegram team needs 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. Does web.telegram.org work?
  7. The problem happens on Wi-Fi, on mobile connection or in both cases?

It sure would be helpful if you send your IP address — for the network with the problem and a Traceroute - to Telegram support.


Here's how you can find it:

  1. Open the browser on the device and go to http://ip.telegram.wiki (you can use any other site that shows your IP as well).
  2. Copy the large number from the middle of the page and send it to the local support team (Telegram Settings > Ask a question). In case you contacted Telegram via mail, please use the reply function of your mail client.

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:

The traffic first goes through your home's router → your Internet Service Provider's routers → onto larger networks → many servers in between → then finally to the Telegram servers.

Traceroute shows the path traffic takes to reach the server. 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 Traceroute Apps

TracePing by Inflim

Can be downloaded from Google Play.

Exact steps:

  1. Download and install the app.
  2. Run the app, enter the target IP address (contact support to get the IP address)
  3. Wait some minutes (the app will constantly send data packages and the values may change a bit) and as soon as the traceroute is done, send screenshots of the full route to your support team.

Please keep the app installed for a while since support may ask you again for a route or more details about a specific hop.


PingTools Network Utilities

This app contains advertising. It can be downloaded from Google Play.

Exact steps:

  1. Download and install the app.
  2. Run the app, select the menu on the left, then 'Traceroute'
  3. Tap on “…” → Settings → change mode to ICMP, then save.
  4. Now enter the target IP address (contact support to get the IP address) and tap on 'Trace'.
  5. When traceroute is done, tap on “…” → Share → and select Telegram to send it to the support.

Please keep the app installed for a while since support may ask you again for a route or more details about a specific hop.

iOS Example Traceroute App

iNetTools – Network Diagnose Tools

Can be downloaded from Apple's App Store.

Exact steps:

  1. Download and install the app.
  2. Run the app, tap on Traceroute, then enter the target IP address (contact support to get the IP address), then tap on 'Start'.
  3. When traceroute is done, send screenshots of the full route to your support team.

Please keep the app installed for a while since support may ask you again for a route or more details about a specific hop.