The topic of this article is not supported by our customer support department, however for your convenience we are providing this material to assist you in troubleshooting potential issues related to this topic.

In extreme cases where you are unable to access your website from certain locations, support engineers at OpenSourceHost may request the output of a “ping” or “traceroute” from your location to our datacenter. These network diagnostic tools test your connection to our servers and can be helpful when tracking down unusual network issues.

Performing a traceroute from Windows

• Click “Start” on the Windows Desktop, then “Run”.
• In the prompt which appears, enter command and click on “OK”.
• At the command prompt, enter the following command: tracert yoursitedomain.com >> Desktop\trace.txt
• Attach the trace.txt file from your desktop to the support ticket that you have submitted.

Performing a ping from Windows

• Click “Start” on the Windows Desktop, then “Run”.
• In the prompt which appears, enter command and click on “OK”.
• At the command prompt, enter the following command: ping yoursitedomain.com >> Desktop\ping.txt
• Attach the ping.txt file from your desktop to the support ticket that you have submitted.

Performing a traceroute from Mac OS X

• Open the “Network Utility” program from the Utilities subfolder of Applications on your hard disk.
• Select the Traceroute tab, then enter yoursitedomain.com in the destination field.
• Click “Traceroute“
• Copy the output from the text field in the “Network Utility” program and paste it into your support ticket.

Performing a ping from Mac OS X

• Open the “Network Utility” program from the Utilities subfolder of Applications on your hard disk.
• Select the Ping tab, then enter yoursitedomain.com in the “Enter the address to ping” field.
• Click “Ping“
• Copy the output from the text field in the “Network Utility” program and paste it into your support ticket.