Most unix based operating systems (Including Linux, BSD, OS X) include a traceroute command which allows you to diagnose faults in the connection between your computer and your hosting account...
What is traceroute?
traceroute is a unix command which examines the route between your computer and another computer. It's particularly useful because it can identify where a fault lies - be it a slow connection or a router that's not working properly.
Note: If you are using the Windows operating system, you will probably need to use the tracert command instead. If you're using Mac OS X, you'll want Network Utility (OS X).
When should I use it?
If you are having trouble connecting to your site, be it a slow connection or complete failure to connect, you should immediately use the traceroute command to get a report of the problem, before creating a support ticket.
This is particularly important for intermittent problems or problems which do not affect Adaptavist support staff (eg. the problem might be with your ISP or company internet gateway).
Using traceroute
To start traceroute, you will need to start a new terminal, exact procedure for this varies depending which operating system you are using.
To trace the route to your hosting container, enter the following command at the command prompt ($ or #) and hit Enter or Return to start the trace:
Please substitute www.yourdomain.com with the domain you are using for your Wiki/Jira.
Example Output
Each row in the results is a "hop" between routers or servers that you pass through en-route to your server, which should be listed at the bottom of the list.
Note: The last result will sometimes show the internal host name issued by Adaptavist, rather than your own domain name.
Copying the results
Once a command prompt appears appears (usually $ or #), you can copy the results of the trace in to your clipboard.
To do this select the top-left corner of the text in the command window (ie. the start of the traceroute command line) with the left mouse button and then, whilst still holding the mouse button, drag the mouse over the remainder of the text.
You'll see the background colour change to indicate the selected text. If the list was too long to fit on screen, you can "drag the mouse" over the edge of the window to make it scroll towards that edge and increase the selected area.
Once you've selected the text, release the left mouse button and then left-click on the selection area top copy the selected text to the clipboard (the selection will then be reset to a black background).
You can then paste the results in to a support ticket (we don't recommend posting the results in to our forum as they contain IP addresses).
Where possible, please wrap the pasted results in the noformat macro, for example:
{noformat}
$ traceroute www.adaptavist.com
traceroute to www.adaptavist.com (89.21.10.203), 30 hops max, 40 byte packets
1 192.168.1.1 (192.168.1.1) 4.177 ms 4.312 ms 3.876 ms
2 10.115.0.1 (10.115.0.1) 15.109 ms 15.123 ms 13.279 ms
... etc ...
9 vl7.dist1.tcw.man.ip.ukgrid.net (89.21.31.18) 15.063 ms 18.561 ms 17.521 ms
10 company.internal.adaptavist.net (89.21.10.203) 16.507 ms 16.577 ms 16.829 ms
$
{noformat}
It's important that we see everything from the traceroute to the next command prompt (usually $ or #) in your support ticket.
Alternate method of copying the results
If you're having trouble copying the trace results using the selection method above, you can alternatively use the following command:
That will create a text file (traceroute.txt) in your home directory which you can then attach to your support ticket.
When using this method, please write the command you used (eg. traceroute www.mydomain.com) in the file attachment comment so we know which domain name / server the results are for.
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