When encountering networking issues, performing a traceroute can help track down where the issue is. Please follow these steps for performing a traceroute on your system to provide to technical support.

Windows

On Windows, open the Start menu and search for CMD or Command Prompt. Click on Command Prompt to open it.

A black box will appear on your screen. Type in the following:

tracert <server IP>

Replace <server IP> with the IP address of the server you want to perform a trace to such as your dedicated or VPS server. For example:

tracert 23.92.220.20

Press enter.

Some lines may return blank or timeout. This is normal. Once it says Trace Complete, screenshot the window and provide it to support.

Example:

macOS

Click on Launchpad and search for Terminal.

Type in the following:

traceroute <server IP>

Replace <server IP> with the IP address of the server you want to perform a trace to such as your dedicated or VPS server. For example:

traceroute 23.92.220.20

Press enter once you have entered the IP.

You may see some timeouts - this is normal. When the prompt comes back, take a screenshot and provide to support.