How can I generate a traceroute for troubleshooting?

Question

Zendesk Customer Support requested a traceroute to investigate my issue. How can I generate a traceroute for troubleshooting?

Answer

A traceroute allows the Zendesk support team to gain additional information about the path your browser takes to get to your instance. The team may ask you to generate a traceroute to your instance and then to Google while the issue occurs. The team compares and analyzes both traceroutes to identify the cause of the performance issue.

To generate a traceroute in Windows:

Press the Windows logo key + R to open the Run dialog box

Type CMD and press Enter

Type tracert yoursubdomain.zendesk.com and press Enter

Copy the results of the traceroute to send to the support team

Repeat the steps with tracert google.com

Copy the results of the traceroute

Send both results to the team, labeled appropriately

To generate a traceroute in Mac:

Open Terminal in your Mac

Type traceroute yoursubdomain.zendesk.com and press Enter

Copy the results of the traceroute to send to the support team

Repeat the steps with traceroute google.com

Copy the results of the traceroute

Send both results to the team, labeled appropriately