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.