CUSTOMER SUPPORT

Tools

Tracert (Trace Route)

Tracert is similar to the ping command. It is run from the command screen just like ping. Tracert will not only connect to a remote computer but it will also give you a list of the steps that it takes to get there. Tracert is helpful if you can ping some places but can not ping other places. Sometimes the information from tracert can point to a problem on the Internet between you and the destination.


To use tracert:

Open a command prompt screen, see How to open a command prompt.

Type tracert (space)(destination address)
Note the spelling ends in rt not route.
destination address is a valid Internet Name (like www.iperform.NET) or an Internet Address like (65.241.4.1).

If you can only get part way to the destination computer, there is probably nothing that you will be able to do to fix the problem.

If you can get to some places but not to other places, there is probably a problem on a nearby network. There is probably nothing that you will be able to do to fix the problem. Try again in about an hour.

If you can not get anywhere, the problem may be your computer or you connection.

If you can get everywhere except one destination, then the problem is probably that destination. 

For a more complete test of your internet connection: see Testing Internet Connectivity.

For a visual, web based trace route program, see VisualRoute on our Tracerout links page.