A ping and traceroute (also known as tracert) test can be used when troubleshooting possible connection issues to a website. The results of this test can be used to rule out a connection issue or, in the event of a connection issue, identify where in the network the issue is occurring.

If our Support Team has requested you run a ping and trace test, when you email the results, please be sure to include the IP you are connecting from in your email to Support. You can view and copy your IP address using our IP check tool here:


In the examples below, we have done a ping and trace on example.com. Please replace example.com with your actual domain name.

Run Ping and Tracert in Windows

  1. Click your Start menu and select Programs > Accessories > Command Prompt
  2. In the command line window that opens, type ping example.com, and hit Enter.
  3. Once the test is complete, type tracert example.com and hit Enter.
  4. Please copy and paste the results from both tests and send them to This email address is being protected from spambots. You need JavaScript enabled to view it. so that we can look into your issue further.
  5. Type exit to close the command line window.

In order to copy the text in a Windows command line window, simply right-click with your mouse in the command line window. You can either choose MARK or SELECT ALL. If you select MARK, then you will need left-click and drag in order to select text in the command line window. Once the text is selected hold down your CTRL key and then hit the 'C' key in order to copy. You can then click on your email or text document and then use CTRL-V (hold down the CTRL key and then tap the 'V' key) to paste the text you have copied. The same procedure is used if you selected all of the text in the command line window.

Run Ping and Traceroute in Mac OS

  1. Open Applications and then open Utilities.
  2. Open Terminal.
  3. Type: ping example.com and hit Enter.
  4. Stop the ping after 4 or 5 results by holding down CTRL-C.
  5. When that is done, type traceroute example.com and hit Enter.
  6. Please copy and paste the results from both tests and send them to This email address is being protected from spambots. You need JavaScript enabled to view it. so that we can look into your issue further.
  7. Close Terminal.

In order to copy text in the Macintosh Terminal window, simply use your mouse or touchpad to highlight the text (click and drag over the text) then use hold down the command key and tap the letter 'C' to copy the text. Next, click in your email or text document and then hold down the command key and tap the letter 'V' to paste the text. You can select ALL of the text in the Terminal window by left-clicking in the Terminal window (to make it active) and then holding down the command key and tapping 'A'.

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n/a Points
2014-05-06 11:41 am


erchinfo@INC-0039:~$ ping incentivare.com.brPING incentivare.com.br ( 56(84) bytes of data.64 bytes from mx1.incentivare.com.br ( icmp_req=1 ttl=49 time=154 ms64 bytes from mx1.incentivare.com.br ( icmp_req=2 ttl=49 time=158 ms64 bytes from mx1.incentivare.com.br ( icmp_req=3 ttl=49 time=162 ms64 bytes from mx1.incentivare.com.br ( icmp_req=4 ttl=49 time=151 ms


erchinfo@INC-0039:~$ traceroute incentivare.com.brtraceroute to mx1.incentivare.com.br (, 64 hops max 1 ( 0.214ms 0.132ms 0.140ms  2 ( 61.732ms 58.886ms 50.840ms  3 ( 15.608ms 12.258ms 10.076ms  4 ( 12.823ms 12.403ms 15.032ms  5 ( 16.763ms 11.397ms 16.198ms  6 ( 12.286ms 12.754ms 19.129ms  7 ( 16.381ms 15.545ms 16.515ms  8 ( 139.343ms 151.630ms 155.123ms  9 ( 191.470ms 161.545ms 150.354ms  10 ( 153.745ms 152.983ms 156.944ms  11 ( 164.605ms 152.682ms 175.739ms  12 ( 152.269ms 153.170ms 153.271ms  13 ( 160.857ms 153.474ms 149.634ms  14 ( 149.197ms 159.433ms 176.146ms  15 ( 167.838ms 152.417ms 156.808ms  16 ( 155.634ms 156.774ms 153.520ms  17 ( 155.047ms 153.565ms 153.537ms  18 ( 151.360ms 153.293ms 153.432ms


13,348 Points
2014-05-06 12:16 pm
Hello Eldrin,

In reviewing your traceroute report, you can see that the signal begins to slow down at around hop 9, which is in Sao Paulo, Brazil. It then maintains roughly the same speed as it goes through the New York line and finally to our datacenter on the East Coast.

While the numbers are not bad, anything over 100 is viewed as a little slow, the higher that number is, the slower the connection.

Kindest Regards,
Scott M
n/a Points
2014-06-30 12:44 pm


Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.


C:\Users\IROMINI ABIODUN>ping genteelconsultltd.com


Pinging genteelconsultltd.com [] with 32 bytes of data:

Reply from bytes=32 time=123ms TTL=49

Reply from bytes=32 time=131ms TTL=49

Reply from bytes=32 time=130ms TTL=49

Reply from bytes=32 time=147ms TTL=49


Ping statistics for

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 123ms, Maximum = 147ms, Average = 132ms



9,651 Points
2014-06-30 1:08 pm
Hello Femi,

Thank you for your question. Your Ping looks fine, and everything seems to be responding reasonably fast.

Was there any issues with your trace route?

I also navigated to the site listed and it is working for me at this time. What issues are you experiencing?

If you have any further questions, feel free to post them below.
Thank you,

n/a Points
2014-09-11 3:03 pm

Last login: Thu Sep 11 13:54:28 on ttys000

silvia-imac-5:~ iahsa$ ping humblewildcatfootball.com

PING humblewildcatfootball.com ( 56 data bytes

64 bytes from icmp_seq=0 ttl=55 time=70.974 ms

64 bytes from icmp_seq=1 ttl=55 time=71.299 ms

64 bytes from icmp_seq=2 ttl=55 time=71.788 ms

64 bytes from icmp_seq=3 ttl=55 time=71.666 ms

64 bytes from icmp_seq=4 ttl=55 time=70.676 ms


--- humblewildcatfootball.com ping statistics ---

5 packets transmitted, 5 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 70.676/71.281/71.788/0.416 ms

silvia-imac-5:~ iahsa$ traceroute humblewildcatfootball.com

traceroute to humblewildcatfootball.com (, 64 hops max, 52 byte packets

 1  modem (  2.133 ms  1.724 ms  1.984 ms

 2  tx-184-7-112-1.dhcp.embarqhsd.net (  17.678 ms  17.890 ms  17.689 ms

 3 (  17.924 ms  17.766 ms  17.840 ms

 4 (  28.868 ms  29.454 ms  29.240 ms

 5  bb-dllstx37-jx9-02-ae0.core.centurytel.net (  28.726 ms  28.514 ms  28.060 ms

 6  bb-lsvgnvxb-jx9-02-xe-1-1-0.core.centurytel.net (  62.088 ms  62.481 ms  62.091 ms

 7  * * *


 8  * * *

2,172 Points
2014-09-11 3:45 pm
From the trace that you provided, it looks like the connection is timing out within your ISP. I recommend contacting them for more information. Unfortunately, as it does not reach our network at all, I am unable to provide any additional information.

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