Knowledgebase

Doing a trace route

Doing a trace route to our servers (Based on MS Windows)

 

Open a command prompt, you can do this via...

 

Start > Run > Type "cmd" and press "Enter"

 

(Note: If "cmd" does not work please try "command")

 

A black window will appear - in this window type the following...

 

tracert mail.dc-servers.com

 

(NOTE: If you get any prompts about tracert trying to access the internet please allow it)

 

You should receive some lines similar to this...

 

  1    <1 ms    <1 ms    <1 ms  192.168.1.1
  2    17 ms    16 ms    17 ms  lo1-bba1.th.eclipse.net.uk [212.104.130.141]
  3   199 ms   196 ms   202 ms  ge5-1-core4.th.eclipse.net.uk [81.5.191.41]
  4    18 ms    18 ms    18 ms  ge-5-1-620.metro1-londencyh00.London1.Level3.net[212.113.11.49]
  5    17 ms    17 ms    18 ms  212.113.28.10

  6    24 ms    22 ms    28 ms  mail.dc-servers.com [80.71.16.206]

 

This shows the network route taken from your PC to our server (mail server in the example above)

 

If you do not get past line 1 or 2, it is most likely to be a problem local to your machine/network or ISP - possibly a firewall config or ISP is currently having problems.

 

If you get further then it is possibly a problem with the network between you and us, it would probably be worth sending a copy of the details to us in a ticket so we can check it out.

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