Note: While our most popular guides have been translated into Spanish, some guides are only available in English.
Running a traceroute

If your domain isn’t loading and you contact us for help, we may ask you to run a traceroute and send us the results. When we can't identify the problem in other ways, a traceroute helps us find where the domain is having trouble communicating with a server.

Before you begin

Run a traceroute

If none of the above solved the issue, use the steps below to run a traceroute for your browser.

Windows

  1. From the Start menu, click Run.
  2. Type cmd and press Enter or Return. (Note: For Windows 8 and 10, use the search window, type command prompt, then click the Command Prompt result.)
  3. In the command prompt, type tracert yourdomain.com, using your custom domain in place of “yourdomain.com.”
  4. Press Enter or Return.
  5. Copy everything that appears in the results.

Mac OS

  1. Open Spotlight Search.
  2. Search network utility, then open the Network Utility application.
  3. Click the Traceroute tab.
  4. Enter your domain in the first blank field, and click Trace.
  5. Copy everything that appears in the results.

Linux

  1. Open a terminal window and type traceroute -I yourdomain.com, using your custom domain in place of “yourdomain.com.”
  2. Copy everything that appears in the results.

Send us the traceroute

In your reply to us, paste the copied traceroute results.

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