Running a Traceroute

We will occasionally request a traceroute to diagnose connection or latency issues. Follow the steps below to perform this test. If you need to check for packet loss, try running a pathping.

Traceroute shows the step-by-step path that a connection takes to its destination.

  1. Click Start.

  2. In the search field, type cmd.

  3. Right-click on CMD.exe and select Run as Administrator.

  4. Enter the command tracert xx > c:\tracert.txt and press Enter.

    Note: Replace the Xs with the appropriate IP address from the list below. Run this command once per IP address for your region.

  5. Allow several minutes for the traceroute to complete. When you see a new line of text in the command prompt, the traceroute is done. This creates a file on your C: drive called tracert.txt. Note: If you receive an error, you did not run the command prompt in Administrator Mode. Go back to step three and try again.

  6. Close the command window.





Analyzing my Traceroute

If you notice any of the following problems in your traceroute report, it may indicate an issue with your connection:

  • Time outs

  • Asterisk (*) symbols

  • Increase in response time between jumps

  • Consistently high response times

Before you contact us or post on our forums about connection or latency issues, please have the following information available. This information will help us diagnose issues outside our network:

  • Description of the problem

  • Date and time the issue occured.

  • Your IP Address, ISP, and connection type.

  • A traceroute and pathping performed when the issue occurs.

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