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:

  1. Press the Windows logo key + R to open the Run dialog box
  2. Type CMD and press Enter
  3. Type tracert yoursubdomain.zendesk.com and press Enter
  4. Copy the results of the traceroute to send to the support team
  5. Repeat the steps with tracert google.com
  6. Copy the results of the traceroute
  7. Send both results to the team, labeled appropriately
    A GIF that shows how to generate a traceroute in Windows

To generate a traceroute in Mac:

  1. Open Terminal in your Mac
  2. Type traceroute yoursubdomain.zendesk.com and press Enter
  3. Copy the results of the traceroute to send to the support team
  4. Repeat the steps with traceroute google.com
  5. Copy the results of the traceroute
  6. Send both results to the team, labeled appropriately
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