We request to provide a traceroute when a client is unable to access his site, after it is confirmed that the server is up, the site can be accessed from other locations and the client IP address is not blocked by server firewall. This helps our administrators to investigate why the client is unable to access the site.
Assuming you are using a Windows machine:
1) Open the command prompt:
* Windows 7 or Vista: From the Start menu, in the search field, type cmd , and then press Enter.
* Previous versions: From the Start menu, select Run... . In the "Open:" box, type cmd , and then press Enter.
2) At the command line please type "tracert www.yourdomain.com > tracert.txt" (without the "", replace yourdomain.com with your actual domain name)
After a while the traceroute file (tracert.txt) should be generated to your "My documents" folder. Please send it or its contents back to us.
