Ocasioanlly when there is a connection problem between our users and our servers, we'll ask you to run a traceroute and/or a PING to determine where the problem is located.  It's a fairly easy process, and we'll walk you through it in this article.


This article covers the traceroute and PING processes for Windows 7 users.


Traceroute


1.)  Click on the Windows Start button in the lower left corner.

2.)  In the search bar that appears, type in the letters "cmd" to bring up a command prompt:

[Click here for larger image]



3.)  In the command prompt window, type in "traceroute DOMAINNAME", making sure to replace DOMAINNAME with whatever the support person you are working with tells you to connect to.  In most cases, it will be api.timedoctor.com, but it may be different depending on the issue you are having.  So in our example, we'll type "tracert api.timedoctor.com" into the command prompt window:

[Click here for larger image]



4.)  Wait.  It could take up to 10 minutes for the process to complete.  You can continue working on other things while waiting for it to finish.  You'll know when it's done when you see the message "Trace complete" at the bottom of the command prompt window.

5.)  Right click anywhere in the command prompt window, and click on "Select All".  The hold down the CTRL key and press "C" to copy the contents to the clip-board:





[Click here for larger image]



6.)  You can paste that traceroute text directly into an email to us, or you can paste the text into a text or word document, then email it to us as an attachment.




PING


1.)  Again, same as with the traceroute, click on the Windows Start button in the lower left corner.

2.)  In the search bar that appears, type in the letters "cmd" to bring up a command prompt.

3.)  In the command prompt window, type in "ping DOMAINNAME" this time, making sure to replace DOMAINNAME with whatever the support person you are working with tells you to connect to.  Again, in most cases, it will be api.timedoctor.com, but it may be different depending on the problem.  So in our example, we'll type "ping api.timedoctor.com" into the command prompt window:


[Click here for larger image]



4.)  Wait.  The PING process only takes about 30 seconds or so.  You'll know when it's done when you see the command prompt again.

5.)  As before, right click anywhere in the command prompt window, and click on "Select All".  The hold down the CTRL key and press "C" to copy the contents to the clip-board.

6.)  Either paste that PING result text directly into an email to us, or you can paste the text into a text or word document, then email it to us as an attachment.



That's it!  That will help us know where the connection is being interrupted.


For questions, comments or feedback regarding this topic, please send an email to support@timedoctor.com.