Run a connection test via traceroute

If you use Windows, you must first press the Windows key + the R key (WIN+R). This will open a small window on your system for running commands. There, type cmd exactly as shown in the screenshot below.

When you press Enter, a DOS window will open. In it, type (or copy and paste) the following command, replacing "dominio-ejemplo.com" with the URL required for the test (it can be your own website).

tracert -w 1000 dominio-ejemplo.com

If you are using macOS or Linux, you must open the command console or terminal and run the following command there (replacing the example domain):

traceroute dominio-ejemplo.com

If this immediately returns a permissions error or access denied message, you can try the following command (again replacing the domain as appropriate).

tracepath dominio-ejemplo.com

When you see the message "Trace complete", or when 30 hops have been reached (the default), it means that the process is complete. In this case, we will need you to send us a text copy or a screenshot showing the result in question. On Windows, you can use the Snipping Tool (which is installed by default) to capture only the program area (that is, a 'snip'). Otherwise, you can select the text and copy it by right-clicking with the mouse. On macOS or Linux, you can take a screenshot using the PrtScr key, or select the text and copy it into a support request.