Help Center

How can we help?

Running a Traceroute and a PING in Windows

Occasionally, when there is a connection problem between users and our servers, we will request that you run a traceroute and/or a PING to determine where the problem is located. It is a fairly easy process which we will walk you through in this article.

NOTE: This article covers the traceroute and PING processes for Windows 7 users. The process is almost exactly the same for users of Windows 8 or later.

Traceroute

1. Click on the Windows Start button in the bottom left-hand corner of the screen.

2. In the search bar, type cmd to bring up a command prompt window.

3. In the command prompt window, type traceroute DOMAINNAME, making sure to replace DOMAINNAME with whatever the support person you are working with tells you. In most cases, it will be api.timedoctor.com, but may be different depending on the issue you are having. So, in our example, we will type traceroute api.timedoctor.com into the command prompt window.


4. Wait. It could take up to 10 minutes for the process to complete. You can continue working on other things while waiting for the process to finish. When it is done, you will see the message Trace complete at the bottom of the command prompt window.

5. Click anywhere in the command prompt window, hold down the CTRL key, and press A to select all of the text. Then, hold down the CTRL key and press C to copy the contents to the clipboard.

6. By holding down the CTRL key and pressing V, you can paste that traceroute text directly into an email to us, or you can paste it into a text or Word document then email it to us as an attachment.

PING

1. As with the traceroute, click on the Windows Start button in the bottom left-hand corner of the screen.

2. In the search bar, type cmd to bring up a command prompt window.

3. In the command prompt window, type ping DOMAINNAME, making sure to replace DOMAINNAME with whatever the support person you are working with tells you. Again, in most cases, it will be api.timedoctor.com, but it may be different depending on the problem. So, in our example, we will type ping api.timedoctor.com into the command prompt window.


4. You will need to wait. The PING process only takes about 30 seconds or so. You will know it is done when you see the command prompt again.

5. As before, click anywhere in the command prompt window, hold down the CTRL key, and press A to select all of the text. Then, hold down the CTRL key and press C to copy the contents to the clipboard.

6. By holding down the CTRL key and pressing V, you can paste that PING result text directly into an email to us, or you can paste it into a text or word document then email it to us as an attachment.

That is it! These files will help us find out where the connection is being interrupted.

For questions, comments, or feedback regarding this topic, please send an email to support@timedoctor.com.

Did you find this helpful?