the complete email solution
Email Services
Service Provider Email
Why Hosted Email
Support Email Technology
Tutorial Guides Service Status Knowledge Base Submit Case Resources Service Agreements

Quick Links
Buy NowPurchase Volume OrdersEmail Sales Contact UsCall Sales         1.585.295.1537 DemoView Demos DatasheetLibrary

Knowledge Base

Traceroute to

The following instructions are for generating a Trace Route report. This tells us how you are connecting to our servers, and where a possible disruption may occur.

The servers that we may ask to trace to are:

web mail:

Where we state "[server name]," use one of the above.

For Windows users

1. Click on the Windows start button and then Run
2. In the run box type "cmd" and press OK
3. In the black screen which appears type tracert followed by [server name], then hit return
4. A list of all the computers carrying data between your computer and our server will gradually appear.

Right click on this and choose select all
Now go to your email, right click with your mouse and choose paste and this information will be pasted into the email.

For Mac Users:
Traceroute is a utility that records the route between your computer and a specified destination on the Internet. It also calculates and displays the amount of time each hop takes. This utility can help you determine whether the network to your Web site is down or just very slow. The following steps were created using Mac OS X. For earlier operating systems, you will need to download and run a third party utility.

1. From your hard-drive, open the Applications folder, and click to open the Utilities folder.
2. Double-click Terminal.
3. Enter traceroute followed by [server name]
[computer:~] traceroute

Traceroute will tell you how many routers your packets travel through, and how long it takes for them to travel between routers. If the routers have DNS entries, traceroute will list the names of the routers, their network affiliation and geographic location.

4. A list of all the computers carrying data between your computer and our server will gradually appear. Check for times between hops that are greater than 200 ms or that return asterisks (*) which indicate that your request has timed out.

Take a Screenshot:
Command-Shift-3: Screenshot of full screen placed as file on desktop. Saves it to the desktop

Now go to your email and send this image to Support.