How to Run A Traceroute

If you are having trouble accessing your database, running a traceroute and sending the output to us at can speed up finding a solution.

For Windows:

  1. Go to Start (start button on the lower left of the desktop)
  2. Choose ‘Run’
  3. Type: “cmd” (no quotes)
  4. This should bring up a DOS prompt. Once there, type: “” (without quotes and including your subdomain)

For Mac:

  1. Open Network Utility from your Utilities folder, select the Traceroute tab, enter “” (without quotes and including your subdomain) and click the trace button.

It may take a few minutes to complete the trace. The result will be a series of text output that shows hops from your computer to our server. Copy this output and send it to We'll take a look and see what’s going on.