Generating a traceroute for troubleshooting Follow

When troubleshooting performance issues, our customer service team sometimes need to gain additional information about the path your browser takes to get to your Zendesk Support instance (https:// subdomain. zendesk.com). We may ask you to generate a traceroute to your Zendesk Support instance as well as to https://www.google.com/ while this issue is occurring.  We will use and compare both traceroutes to further analyze the performance issue.

Below are some instructions about how you can generate a traceroute.

Windows

  1. Open the command line by pressing and holding the Windows key and R. Once the Run window opens, type in CMD and press Enter.
  2. Type “tracert s ubdomain. zendesk.com”
  3. Press Enter
  4. Copy .the results of the traceroute to send to us
  5. Repeat steps 2-4 with "tracert google.com
  6. Click Enter
  7. Copy the results of the traceroute to send to us
  8. Email us the results of both traceroutes labeled appropriately.



Mac

  1. Open the Network Utility app (you can search for it in Spotlight).
  2. Click the Traceroute tab.
  3. Enter your subdomain (https:// subdomain. zendesk.com).
  4. Click Trace .
  5. Copy the results of the traceroute to send to us.
  6. Repeat steps 3-5 for google.com .
  7. Email us the results of both traceroutes labeled appropriately.

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