If you have reported connection issues and we are unable to find any issues with the server or network then the chances are that there's a problem with the routing outside out network. In this case, you will be asked to provide a traceroute which we can then forward on to the network administrator to check for any issues.
You can run a traceroute easily without the need to install anything:
1) Go to Start > Programs > Accessories > Command Prompt
2) A black box will open, enter the following command:
tracert [SERVER]
(replace [SERVER] with the server host name as supplied by our support team, for example:
tracert mail.slightlydifferent.co.nz
3) Some lines will appear, the whole process can take a minute or so - please wait until it says Trace Complete. Some lines may say that the request timed out, this often means that the router is configured to ignore ping requests and doesn't necessarily indicate a problem. The following is an example output from our office computer:
C:\Users\Office>tracert mail.slightlydifferent.co.nz
traceroute to mail.slightlydifferent.co.nz (103.6.144.34), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 1.421 ms 0.756 ms 0.886 ms
2 125-237-56-1.jetstream.xtra.co.nz (125.237.56.1) 39.944 ms 38.354 ms 38.571 ms
3 * mdr-ip20e-dom.msc.global-gateway.net.nz (202.50.238.50) 1154.394 ms 1136.841 ms
4 ae4-20.akcr10.global-gateway.net.nz (202.50.238.49) 54.755 ms 54.792 ms 57.897 ms
5 g1-0-0-906.u12.telstraclear.net (203.98.18.66) 55.215 ms 53.397 ms 54.009 ms
6 203.167.232.174 (203.167.232.174) 55.762 ms 54.084 ms 54.471 ms
7 gig-4-22.scr02.alb01.akl.vocus.net.nz (123.100.64.250) 56.203 ms 56.536 ms 54.379 ms
8 gi4-18.hsa1.alb.maxnet.net.nz (123.100.64.135) 56.053 ms 59.495 ms 55.244 ms
9 123-100-99-210.maxnet.net.nz (123.100.99.210) 56.180 ms 54.880 ms 56.404 ms
10 103-2-123-198.ip.transit.fastcom.net.nz (103.2.123.198) 56.260 ms 55.171 ms 55.508 ms
11 103-2-123-197.ip.transit.fastcom.net.nz (103.2.123.197) 59.060 ms 62.599 ms 57.340 ms
12 10ge-v4070.pm-ce1.hd.net.nz (49.50.248.5) 57.697 ms 57.587 ms 56.728 ms
13 venus.slightlydifferent.co.nz (103.6.144.34) 57.076 ms 55.703 ms 56.384 ms
Trace complete.
4) Right Click the window and choose Select All. Right Click the selected text once to copy.
5) You can then paste the output into a support ticket or email
