If you're having trouble reaching any Webs site, including your own and, we may need to determine where the connection is failing. A traceroute is a great way to find out if there is a blockage that is specific to your location or your internet service provider, that way Webs Support can determine the proper way to investigate and resolve the issue.

Instructions for Windows PC

Windows XP or lower:

  1. Click the Start button
  2. Click Run
  3. Type CMD then hit enter

Vista or Higher:

Click the Start button.

Type CMD In the “Start Search” window and hit enter.

In the Command Prompt (a black screen with white text) type the following command
Tracert >c:\temp\trace.txt


and hit enter.

This will create a text file in the c: drive that has all the data from the tracert command


The trace.txt file in your C:\TEMP folder is what your Support representative will need in order to determine that cause of the connection problem. The file should look like this:


If your text file does not look like the above, be sure your command line was typed in correctly or, you can do the following. 

In the command prompt, simply type 


This will display the data on screen. 


Take a screenshot of the display to send to your Support representative. 

Instructions for Mac OS X

  1. Go to the /Applications/Utilities folder and start the Terminal application.
  2. Type traceroute
  3. Allow several minutes for the trace route to complete.
  4. Type exit and press Return to close the terminal.
  5. When done take a screenshot of the results.

Your screenshot should look similar to this:


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