How do I perform a trace route?

A trace route, also called tracepath or tracert, is a network tool used to determine the "path" packets take from one IP address to another. It provides the hostname, IP address, and the response time to a ping.

This information can help us determine why there is a connection problem from your computer to a website or server.  

Mac Users

If you have OS X, you can use the built-in network tools to perform a Traceroute.

Double-click the Hard Drive icon > Applications folder > Utilities folder > Network Utility program. Select the Traceroute tab and enter the domain name or IP address.

The result should be a stack of lines. Once it's completed, copy and paste that resulting information and send it to our support team so that we can help you determine what the issue is. This will tell us what is happening along the networks.

To copy the information, highlight the information with your mouse and press the Control key and "C" key at the same time to copy. To paste the information into our contact form or an email, press the Control key and "V" key at the same time.

  

PC Users

Go to “Start” > “Run” and type “cmd” and press the “Enter” key.

This will bring up a black command prompt window. It will have a line that looks like this:C:\Documents and Settings\>

 
The cursor should be blinking next to the “>” symbol. Type:


tracert example.com

The result should be a stack of lines. Once it's completed, copy and paste that resulting information and send it to our support team so that we can help you determine what the issue is. This will tell us what is happening along the networks.

To copy the information, highlight the information with your mouse and press the Control key and "C" key at the same time to copy. To paste the information into our contact form or an email, press the Control key and "V" key at the same time.

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