INTRODUCTION:
A traceroute (tracert) is a function that traces the path from one network to another, allowing us to diagnose the source of many connection problems. To be effective, the tracert must be run while you are experiencing the problem and from the computer that is experiencing the problem. A trace when you are able to connect, or one from another computer, is not helpful.
You should try to connect to the Cloud before you run the tracert. If the problem is no longer occurring, you will have to wait until the next time the problem occurs (if there is a next time) before running your tracert.
Please note that even if the problem seems to occur closer to Cloudnine’s end, it may actually be a problem at your ISP. This is why it is important that we see the entire tracert ourselves.
PROCEDURE:
Windows Instructions
- Open the Command Prompt.
- Press Windows key+R to open the Run window.
- Type "cmd" and click OK.
- Type "tracert 216.105.34.2" in the Command Prompt window after the line that says something like: C:\Users\yourusername>_
- Press Enter to run the tracert.
- Wait for the test to complete. It will generate a list of the connections along the way and some information about the speed of the steps along the way.
- Send us the complete results (every line) for analysis.
If you have difficulty copying the traceroute information—or if it runs off the screen—you can type this command instead: "tracert 216.105.34.2 > C:\trace1.txt"
This writes the command results to a text file named "trace1.txt" in the root of your C: drive. You can then open this file and paste the contents into your e-mail message to Support.
Mac Instructions
If you have OS X, you can use the built-in network tools. If you have an older Mac, you may need to acquire third-party software. You can go here and search for "trace" to find a program that will allow you to run a tracert.
- Double-click the Hard Drive icon.
- Navigate to Applications > Utilities.
- Double-click Network Utility or Terminal.
- Network Utility: Open the Traceroute tab and type "traceroute 216.105.34.2", then click Trace
- Terminal: Type "traceroute 216.105.34.2" and press Return
- Wait for the test to complete. It will generate a list of the connections along the way and some information about the speed of the steps along the way.
- Send us the complete results (every line) for analysis.
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