How do I perform a traceroute?

If you're having issues connecting to your website, it's likely that we'll ask you to perform a traceroute and provide us with the result so that we can investigate where the connection is dropping out. A traceroute provides us with data on the route your computer/internet provider is taking to reach our server (essentially which roads it’s taking). To conduct a traceroute please follow the instructions below.

Windows (7, 8, 10, 11)

Press Windows + R to open the Run box. When this pops up, type cmd (without quotes), then press enter.
In the command window type tracert yourdomain.com and press enter. Substitute yourdomain.com in for your website's domain name/address.
To copy the results right click the command window, click Edit, then click Mark.
Highlight the text and right click again. You can then paste the results where you need them (such as in an support request).

macOS (most versions)

Press Command (⌘) + Spacebar to open the Spotlight Search. When it opens, type Terminal and press return/enter.
In the terminal window, type traceroute yourdomain.com and press return/enter. Substitute yourdomain.com in for your website's domain name/address.
Highlight the results and press Command (⌘) + C to copy the text, or, click Edit, then Copy. Paste the results into your support request (or wherever else they need to go).

Experiencing Technical Issues? Submit a support request to our Technical Support team.