Running a Traceroute

If you cannot connect to our server after running a connection test, please send a traceroute.

  1. Select Start >> Run
  2. Type cmd
  3. Click OK
  4. Type tracert > c:\trace.txt
  5. Enter
  6. Wait (+/- 60 seconds) for the command prompt to reappear
  7. Open a support request
  8. Record your IP address:

    Your IP address is

  9. Attach trace.txt using the Browse or Choose button (the file is located at c:\trace.txt)
  10. Submit the form