Overview
When attempting to diagnose an issue with connecting to one of your BigScoots services, often times its a result of the ‘space’ between your local computer and our servers and not an issue with the server itself. To be sure, a necessary step is to run a traceroute. A traceroute will track the steps (hops) your connection takes when leaving your local computer and arriving at our servers. If there is a bump in the road along the way, a traceroute will diagnose this issue and by providing these results to BigScoots allow us to be sure of the issue at hand and work towards a resolution much more efficiently.
How to run a traceroute on Windows:
tracert www.yourdomain.com (i.e. tracert www.bigscoots.com)
Your traceroute is now complete! Once you have the results, please take a screen shot (ALT + print screen) and paste it into an image editor (i.e. Microsoft Paint). Finish by saving your screen shot and attaching it to a support ticket for BigScoots to review.
How to run a traceroute on Linux:
Begin by opening the terminal from the Installed Application section
From the terminal window, execute the following command to perform the traceroute:
traceroute www.yourdomain.com (i.e. traceroute www.bigscoots.com)
How to run a traceroute on Mac:
Begin by launching the Network Utility. You can do this through the Mac Spotlight by typing ‘Network Utility’ followed by clicking the top hit.
Select ‘Traceroute’
Enter the domain (i.e. www.bigscoots.com) for which you want to perform the traceroute for.
Select ‘Trace’
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