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 Customer Support to gain additional information about the path your browser takes to get to your Zendesk instance. The team may ask you to generate a traceroute to your instance as well as to Google while this issue is occurring. The team uses and compares both traceroutes to further analyze 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 subdomain.zendesk.com and press Enter.
4. Copy the results of the traceroute to send to us.
5. Repeat the steps with tracert google.com.
6. Copy the results of the traceroute.
7. Send Zendesk the results of both traceroutes labeled appropriately.
   

To generate a traceroute in Mac

1. Open Terminal in your Mac.
2. Type and replace yoursubdomain with your actual subdomain, this way: https://yoursubdomain.zendesk.com
3. Repeat steps 3-4 from hostgator.com.