How to Submit a Ticket to IMIDC Technical Support: Required Information, MTR Tests and Urgent Contact

When you face connection failures, packet loss, IP or BGP configuration issues, the fastest route is to open a ticket with IMIDC technical support. A ticket with complete information lets an engineer pinpoint the problem without back-and-forth questions. This article explains how to submit an IMIDC ticket, what to include (server IP, description, screenshots, MTR results) and how to collect that data on Linux (Debian/Ubuntu, CentOS/Rocky/AlmaLinux) and Windows Server, plus how to reach live chat for urgent issues.

Step 1: Prepare the server IP, OS and product details

State clearly which server is affected: service IP, product type (VPS or dedicated server), data center location and operating system. If you can still log in, the commands below show the hostname, OS version and interface addresses; if not, the IP shown in the client area is enough.

# Linux
hostnamectl
cat /etc/os-release
ip -br addr
# Windows Server (CMD / PowerShell)
ipconfig /all
systeminfo | findstr /B /C:"OS Name" /C:"OS Version"

Step 2: Collect MTR results (essential for network issues)

For packet loss, high latency or regional reachability problems, a bidirectional MTR is what engineers need most: one from your location (or the affected client) to the server and one from the server back to your public IP. Use 100 packets and run the tests while the problem is happening.

# Debian / Ubuntu
apt install -y mtr-tiny
# CentOS / Rocky / AlmaLinux
dnf install -y mtr

# from your local computer / other server to the IMIDC server
mtr -rwzbc 100 203.0.113.10 > mtr-to-server.txt
# from the IMIDC server back to your local public IP
mtr -rwzbc 100 198.51.100.25 > mtr-from-server.txt

On Windows, use the WinMTR GUI or the built-in commands:

tracert -d 203.0.113.10
pathping -n 203.0.113.10

Step 3: Save screenshots and system logs

Take screenshots of error messages (browser errors, Remote Desktop error codes, control panel notices) and attach ping statistics, resource usage and recent error logs so we can tell whether the issue is network, hardware or OS related.

ping -c 50 203.0.113.10 | tail -3
uptime; free -m; df -h
dmesg -T | tail -50
journalctl -p err -b --no-pager | tail -50

Step 4: Submit the ticket in the client area

Log in to the client area and open the submit ticket page. Choose the right department (for example Technical Support), fill in the subject, related service, priority and a detailed description, and attach screenshots and MTR files. If an option is missing, simply mention it in the description. You can use this template:

Service IP:      203.0.113.10
Product:         Hong Kong dedicated server
Problem started: 2026-10-06 14:30 (UTC+8)
Symptom:         packet loss 20% from China Telecom, SSH lag
Already tried:   reboot, firewall disabled, no change
Attachments:     mtr-to-server.txt, mtr-from-server.txt, screenshot.png

A precise subject such as "HK dedicated 203.0.113.10 packet loss to China Telecom" is routed faster than "server problem".

Step 5: Follow up and use live chat for urgent issues

Reply within the same ticket to add information instead of opening new ones, so the history stays together. For emergencies such as a server down or a wide network outage, submit the ticket and then send the ticket number via live chat on the IMIDC website to speed things up. IMIDC offers 24/7 ticket and live chat support.

# after the engineer has finished
passwd root                                            # Linux: replace the temporary password
sed -i '/imidc-support/d' /root/.ssh/authorized_keys   # remove the temporary SSH key
net user Administrator *                               # Windows: set a new password

FAQ

Can I open a ticket without MTR?

Yes. Non-network requests such as reinstalls, billing or rDNS changes do not need MTR; for network issues it greatly speeds up the investigation.

I cannot log in to the server at all. What should I collect?

Run ping and MTR from your side to the server IP, take screenshots, and tell us when it last worked and what changed since.

Where can I track ticket progress?

Log in to the client area to see all tickets and replies; you will also receive email notifications.

Still stuck? Open a ticket with IMIDC 24/7 technical support.