Performing a Traceroute

A traceroute is a diagnostic tool you should use when unable to connect to a server. It will help you isolate the issue, and determine the next steps for assistance. Having the results ready when you contact support will greatly speed up processes.

Whenever possible, we recommend the use of MTR, WinMTR, or PathPing, as these tools provide much more accurate information than standard traceroute/ping tools.

Windows Vista and Newer

  1. Click Start
  2. In the Start Search field type cmd or command .
  3. Right click on the CMD icon and select Run as –> Administrator to start the Command window
  4. In the Command window, type pathping ### > C:\pathping.txt, replacing #### with the IP address of your VPS.
  5. This will save a text file called pathping.txt to your C:\ drive. You can now either paste the results in a support ticket or upload the file so we can review the results.

If you are still using Windows XP or older, please be aware that Microsoft no longer supports these platforms; we cannot provide technical advice for non vendor-supported platforms.

Mac OS X

  1. Open the Applications folder and choose Utilities.
  2. Open the Network Utility program.
  3. Choose Traceroute from the top menu.
  4. For the server address, enter the the IP address of your VPS.
  5. Copy and paste the trace into the support ticket.


You must first ensure you have the mtr program installed on Linux. See your respective distribution's documentation for the method of installation (for example, on Ubuntu/Debian-based systems, use sudo apt-get install mtr in a terminal).

  1. Open a terminal window and type mtr -rc 10 ####, replacing #### with the IP address of your VPS.
  2. Drag to select, right-click and choose Copy.
  3. Paste the trace into the support ticket.