A traceroute is a function which traces the path from one network to another. It allows us to diagnose the source of many problems.
Note: To be effective, the traceroute MUST be run during a time when you are experiencing the problem, from a computer that is experiencing the problem. A trace when you are able to connect, or one from another computer, is not helpful. Therefore, you should try to connect to your site again just before you run it. If the problem is no longer occurring, you will have to wait until the next time the problem occurs (if there is a next time) before running your traceroute.
This article includes instructions for Windows.
Open the command prompt.
- Go to Start > Run.
- Type cmd and press the Enter key.
(On Windows 98 or ME, type command instead and press the Enter key.)
- This will bring up a command prompt window. It has a line that looks like this:
C:\Documents and Settings\yourname> _
with a cursor blinking next to the ">" symbol.
- In the command prompt, type:
(where hostname is the name of the server connection you are testing)
- You may have to wait up to a minute or more for the test to complete. It will generate a list of the connections along the way and some information about the speed of the steps along the way.
- Send us the complete results (every line) for analysis. Select tracert results using your mouse cursor and right click on it to copy in into clipboard. You can now paste it into a document and send to email@example.com
If you have difficulty copying the traceroute information, or if it runs off the screen, you can type this command instead:
tracert hostname > C:\trace1.txt
This writes the command results to a text file named trace1.txt in the root of your C: drive.
You can then open this file and paste the contents into your email message to Support.