How do I run a Trace Route or Ping?

If you ever report a connectivity issue we may ask you to provide a trace route or to ping your website. A trace route allows us to see each connection between your computer and the server your website is hosted on.

 

Mac Trace Route

Open Network Utility.

Select the Traceroute tab and enter your domain name (website address) in the box provided.

Click Trace & wait for the command to run (often takes around a minute).

Select and copy all of the results, then paste it into an email / support ticket so we can try to identify where the problem may be.

 

Windows Trace Route

Open Command Prompt (Win 7 / Vista: Start menu, search for cmd. Win XP or earlier: Start menu, Run..., cmd)

Enter the command tracert yourdomainname.com

Wait for the command to run (often takes around a minute), select and copy all of the output, then paste it into an email / support ticket so we can try to identify where the problem may be.

 

Mac Ping

Open Network Utility (Mac).

Select the Ping tab and enter your domain name (website address) in the box provided.

Click Ping and wait for a response telling you how long it takes to connect to the server. If it times out altogether then there's definitely a connection problem.

Windows Ping

Open Command Prompt (Windows) as described earlier.

Enter the command ping yourdomain.com

Wait for a response telling you how long it takes to connect to the server. If it times out altogether then there's definitely a connection problem.

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