Windows XP has a tracert command which allows you to diagnose faults in the connection between your computer and your hosting account...
What is tracert?
tracert is a Windows XP and Vista 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 an operating system other than Windows XP or Vista, you will probably need to use the traceroute 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 tracert 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 tracert
Access the Command Prompt and enter the following command 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 the message "Trace Complete" appears, you can copy the results of the trace in to your windows clipboard.
To do this select the top-left corner of the text in the command window (ie. the start of the tracert 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 right-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}
C:\Documents and Settings\User>tracert www.adaptavist.com
Tracing route to adaptavist-ssl.adaptavist.com [89.21.10.101]
over a maximum of 30 hops:
1 <1 ms 1 ms <1 ms home [192.168.1.***]
2 36 ms 33 ms 33 ms 217.32.96.58
... etc ...
19 50 ms 49 ms 51 ms vl7.dist1.tcw.man.ip.ukgrid.net [89.21.31.18]
20 * 52 ms 47 ms company.internal.adaptavist.net [89.21.10.101]
Trace complete.
{noformat}
It's important that we see everything from the tracert to the Trace complete. 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 (tracert.txt) in C:\ which you can then attach to your support ticket.
When using this method, please write the command you used (eg. tracert www.mydomain.com) in the file attachment comment so we know which domain name / server the results are for.
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