In this tutorial:

A number of factors contribute to how fast your connection to our servers is, including:

  • Your computer health
  • The connection you have to your ISP (internet service provider)
  • The number of network hops between your ISP and our servers
  • The amount of traffic our servers are currently having

Running a ping test can help you determine if your website is slow because of a connection issue. If it is, then running a traceroute test can help you to determine where in the connection there is a slow down.

If you're on Windows you might also find it handy to use PingPlotter to help troubleshoot network slowdowns.

How to Run a Ping / Traceroute Test

In the examples below, you will be asked to ping and traceroute Please replace with your actual domain name.

BETA! - We are currently developing a tool to automatically and consistently analyze the results of a traceroute test. If you run the traceroute test as described below, you can use our traceroute parser tool here to see if you may be experiencing a connectivity problem.


If you are on a Windows computer:

  1. Click your start menu and choose run
  2. Type cmd and click OK
  3. Type: ping and hit enter
  4. When it is done, type tracert and hit enter.

When both tests are complete, you will want to copy and paste the results in an email and send them to for further review.. To copy the results, right click in the command prompt and choose Select all. When everything is highlighted, hit Enter to copy the results to the clipboard so that you can paste them into an email message. Be sure to include your current IP address. If you are unsure of your current IP address please visit the link below to obtain it:
What is my current IP Address?


If you are on a Mac:

  1. Open Applications and then open Utilities.
  2. Open Terminal.
  3. Type: ping and hit enter. Stop the ping after 4 or 5 results by holding down CTRL-C.
  4. When that is done, type: traceroute and then hit enter.


If you're using an iPad, it doesn't appear that iPads have ping / traceroute functionality. There are apps that can help, such as this one. If you have helpful information about how to ping / tracert from an ipad, let us know!

After you have run the tests...

When both tests are complete, you will want to copy and paste the results in an email and send them to Be sure to include your current IP address. If you are unsure of your current IP address please visit the link below to obtain it:
What is my current IP Address?

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n/a Points
2014-03-15 6:51 pm

Daniels-MacBook-Pro:Downloads daniel$ ping

PING ( 56 data bytes

64 bytes from icmp_seq=0 ttl=49 time=155.368 ms

64 bytes from icmp_seq=1 ttl=49 time=152.603 ms

64 bytes from icmp_seq=2 ttl=49 time=155.028 ms

64 bytes from icmp_seq=3 ttl=49 time=156.175 ms

64 bytes from icmp_seq=4 ttl=49 time=159.636 ms

64 bytes from icmp_seq=5 ttl=49 time=154.655 ms

64 bytes from icmp_seq=6 ttl=49 time=155.838 ms

64 bytes from icmp_seq=7 ttl=49 time=157.493 ms

64 bytes from icmp_seq=8 ttl=49 time=154.178 ms


--- ping statistics ---

9 packets transmitted, 9 packets received, 0.0% packet loss

round-trip min/avg/max/stddev = 152.603/155.664/159.636/1.900 ms

Daniels-MacBook-Pro:Downloads daniel$ traceroute

traceroute to (, 64 hops max, 52 byte packets

 1 (  5.112 ms  2.278 ms  0.863 ms

 2 (  28.613 ms  28.872 ms  30.086 ms

 3 (  10.085 ms  12.785 ms  9.452 ms

 4 (  16.380 ms  17.936 ms  10.763 ms

 5 (  12.888 ms (  15.647 ms (  14.443 ms

 6 (  126.416 ms (  19.147 ms (  138.964 ms

 7 (  139.727 ms (  134.616 ms  137.180 ms

 8 (  140.106 ms  152.869 ms  146.748 ms

 9 (  140.074 ms (  143.754 ms  151.734 ms

10 (  153.669 ms  151.616 ms (  156.258 ms

11 (  153.660 ms (  142.819 ms (  147.360 ms

12 (  150.455 ms (  140.181 ms (  147.769 ms

13 (  144.265 ms  140.164 ms  149.789 ms

14 (  149.509 ms (  151.211 ms (  141.729 ms

15 (  152.606 ms  157.045 ms  153.142 ms

16  * * *

17  * * *

18  * * *

19  * * *

20  * * *

21  * * *

22  * * *

23  * * *


24  * *^C


9,162 Points
2014-03-17 8:58 am
It appears that you are having a bit of latency from the beginning, but completely time out at the datacenter. I recommend contacting technical support with this information as your IP may be blocked.
n/a Points
2014-03-21 10:37 am

Microsoft Windows [Version 6.1.7601]

Copyright (c) 2009 Microsoft Corporation.  All rights reserved.




Pinging [] with 32 bytes of data:

Reply from bytes=32 time=362ms TTL=52

Reply from bytes=32 time=259ms TTL=52

Reply from bytes=32 time=303ms TTL=52

Reply from bytes=32 time=287ms TTL=52


Ping statistics for

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 259ms, Maximum = 362ms, Average = 302ms




Tracing route to []

over a maximum of 30 hops:


  1    <1 ms    <1 ms    <1 ms

  2    94 ms    72 ms    74 ms

  3   252 ms   147 ms   163 ms

  4   237 ms   177 ms   160 ms

  5   251 ms   248 ms   235 ms

9,162 Points
2014-03-21 10:45 am
It looks like you did not replace with your actual domain. In addition to this, I see that you have a large amount of latency within your network that you may want to investigate.
n/a Points
2014-03-21 10:50 am

eh.. sorry, I really don't have any idea with troubleshooting in regards of my ip or whatever. It's just that for 3 straight days I don't have any internet connection and now that I do, it's so slow, and it's very erractic. Any Ideas? Badly needed help. Thanks.

9,525 Points
2014-03-21 11:22 am
Hello kat,

When you perform the Ping/Tracert, replace the words "" with your real web address. For example if your website is you would enter:


If you have any further questions, feel free to post them below.
Thank you,

n/a Points
2014-03-24 2:32 am


PING ( 32 data bytes

Reply from bytes=32 tme314ms TTL=112

Reply from bytes=32 tme342ms TTL=112

Reply from bytes=32 tme330ms TTL=112

Reply from bytes=32 tme339ms TTL=112

Ping statistics for

packets: Sent = 4, Received = 4, Lost = 0 <0% loss),

Approximate round trip times in milli-seconds:

Minimun = 314ms, Maximun = 342ms, Average = 331ms



Tracing route to []

1     2ms     2ms     1ms

2     2ms     2ms     1ms

3     3ms     6ms     7ms

4     5ms     6ms     6ms

5     **        **       **     Time Out

6     3ms     3ms     3ms

7   261ms   262ms  259ms

8   362ms   362ms  360ms

9      **       364ms    ** []

10   445ms  447ms    ** []

11   409ms  410ms    ** []

12      **     316ms    317ms

13      **     413ms    413ms []

14    413ms  413ms    ** []

13    311ms  312ms   313ms []


9,525 Points
2014-03-24 10:21 am
Hello Ken,

I am seeing a lot of latency starting on the 5th hop; which can cause connection issues. The latency continues to the 14th hop which is on Network Solutions.

I recommend contacting your ISP regarding your connection problems, and providing this traceroute as evidence.

If you have any further questions, feel free to post them below.
Thank you,

17,273 Points
2014-04-01 5:25 pm
Hello Page,

Sorry to hear about your problem. Our service is really for InMotion customers, and you should be sending an email into the Technical Support team. All information posted on this page is open to the public. If you're unable to reach a particular host, then we can generally backtrack through the tracert to see where the communication is breaking up. Tracert information is basically providing connection information coming from your location going to a particular location. In this case, it's showing how you're connecting TO This information may be valuable to either the hosting service you're trying to reach or the internet service provider you're using make to the connection. When I try to tracert from here to the same location, it also dies at the same IP. You should contact the host you're trying to connect to and have them investigate it from their end. Or you may want to try asking your ISP for further assistance to see if they can find a cause.

Arnel C.
n/a Points
2014-04-02 1:08 pm

Ah, Thought that ws mighty generous of you. I appreciate your response and sorry I am where I don't belong. I found you tracert description helpful in any event. Thanks!

19,427 Points
2014-04-02 1:11 pm
Hello Page,

We are happy we were able to help you in any case. We do not mind helping non-customers, but sometimes we cannot assist as much as we would like due to the fact we cannot see specific information. In any case, you are always welcome to ask questions in our support center.

Kindest Regards,
Scott M
n/a Points
2014-06-25 6:34 pm

My WebSite is very slow.

Here is trace route result

  1     8 ms    10 ms     1 ms

  2    40 ms    25 ms    46 ms

  3    27 ms    30 ms    30 ms []

  4    90 ms    25 ms    34 ms []

  5     *        *        *     Request timed out.

  6     *        *        *     Request timed out.

  7     *        *        *     Request timed out.

  8   118 ms   112 ms   111 ms []

  9   112 ms   112 ms   118 ms []

 10   142 ms   118 ms   112 ms []

 11   121 ms   119 ms   111 ms []

 12   123 ms   141 ms   110 ms []

 13   117 ms   123 ms   139 ms []

 14   178 ms   165 ms   111 ms []

 15   104 ms    98 ms   114 ms []

 16     *        *        *     Request timed out.

 17    97 ms    99 ms    97 ms []

Here is Ping result

Reply from bytes=32 time=91ms TTL=53

Reply from bytes=32 time=91ms TTL=53

Reply from bytes=32 time=91ms TTL=53

Reply from bytes=32 time=92ms TTL=53


Ping statistics for

    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),

Approximate round trip times in milli-seconds:

    Minimum = 91ms, Maximum = 92ms, Average = 91ms


Trace complete.

9,968 Points
2014-06-25 7:16 pm
Hello Rabbani,

It doesn't look like the main thing slowing your site down is the connection you have to the server. You are averaging a 91ms latency to the server which isn't too bad. Some of your visitors might have higher latency then yourself, and you would probably benefit by following a lot of the advice in a GTMetrix scan of your website for performance.

It looks like you are loading quite a bit of content on your main page with 138 requests and 2.6 MB worth of data. So even with a relatively fast connection it could make your website seem sluggish.

I would look at reducing the amount of external JavaScript you're including as well as optimizing your images a bit more. For instance you have the /images/iacf2.jpg image as one of the background images for your slider. This image is 229KB in size, and it looks like if you set the JPEG compression to around 50% it still looks just about the same at only a size of 35KB.

I would also look and enabling gzip compression so that your JavaScript and CSS files that are larger can be reduced in size. For instance your jquery-ui.min.js script could possibly save almost 145KB in size if gzip compressed before being sent to the web-browser.

You are also loading jQuery, Bootstrap, and it looks like a bunch of Google API components. I would recommend if possible loading up your site in Google Chrome and then pressing F12 to go into Developer mode and click on the Network tab, then hit Ctrl-F5 to do a forced refresh of your site letting Chrome record the time it takes to load the site. You can then click twice on the Size / Content heading to see the largest files being loaded.

- Jacob
n/a Points
2014-06-30 1:32 am

I hav ea problem with my client they have 4 MBPS Broadband Connection but their domain based mails are downloading very slow lik e2m attachment mail takes around 2~4 hours. otherwise browsing is fine. i tested on my pc my gmail mails ar eworking fine.

what test can i perform to spot the problem.

9,162 Points
2014-06-30 9:11 am
Try running a pin/trace to the mail server and determine if you are getting any latency or timeouts. Depending on the server's location and other variables, you may have issues with that specific location. I see that you are not hosted with us so I would not have exact information, but I recommend contacting the hosting provider for more information if the ping/trace comes out fine.
n/a Points
2014-07-10 6:18 am

C:\Users\admin>ping inmotionhosting.comPinging [] with 32 bytes of data:Reply from bytes=32 time=194ms TTL=55Reply from bytes=32 time=195ms TTL=55Reply from bytes=32 time=194ms TTL=55Reply from bytes=32 time=204ms TTL=55Ping statistics for    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),Approximate round trip times in milli-seconds:    Minimum = 194ms, Maximum = 204ms, Average = 196msC:\Users\admin>tracert www.inmotionhosting.comTracing route to []over a maximum of 30 hops:  1    10 ms    34 ms    15 ms []  2    21 ms     8 ms    31 ms  3    16 ms     9 ms     *  4    16 ms    13 ms    21 ms  5    14 ms    14 ms    17 ms  6    20 ms    12 ms    14 ms []  7    13 ms    16 ms    19 ms  8    31 ms    32 ms    14 ms []  9     *        *        *     Request timed out. 10   197 ms   194 ms   196 ms [] 11   241 ms   242 ms   199 ms 12   193 ms   198 ms   231 ms [] 13   206 ms   222 ms   194 ms []Trace complete.C:\Users\admin>

9,162 Points
2014-07-10 9:58 am
It looks like you are getting some latency within your ISP. I recommend contacting them for further information.
n/a Points
2014-07-12 10:22 am

Microsoft Windows [Version 6.1.7601]Copyright (c) 2009 Microsoft Corporation.  All rights reserved.C:\Users\maku>tracert yourdomain.comTracing route to []over a maximum of 30 hops:  1     *        *        *     Request timed out.  2     *        *        *     Request timed out.  3    17 ms    16 ms    16 ms  4    12 ms    27 ms    21 ms  5    58 ms    48 ms    64 ms  6   102 ms   294 ms    48 ms  7    37 ms    41 ms    41 ms  8    40 ms    45 ms    42 ms []  9   135 ms    58 ms    64 ms [] 10    40 ms    47 ms    57 ms [] 11   197 ms   174 ms   163 ms [] 12     *      249 ms   222 ms [] 13   242 ms   238 ms   262 ms [] 14   245 ms   239 ms   243 ms [] 15   231 ms   239 ms   231 ms [] 16   236 ms   237 ms   236 ms [] 17   233 ms   238 ms   236 ms []Trace complete.C:\Users\maku>

19,427 Points
2014-07-13 2:21 pm
Hello Markysugino,

There does not appear to be an issue with your connection to your server. I can see a little increase from hops 10 to 11, but that is where the signal leaves Manila and arrives in Washington state. The time shown is normal for a signal crossing the Pacific. We have an article on reading a ping and traceroute that can help you understand what is going on as well. If you are seeing sluggishness on your site, you will want to contact your ISP, which appears to be 1&1 from the traceroute information.

Kindest Regards,
Scott M
2014-08-25 2:44 pm
I am having a persistent synchronisation error on Outlook 2010. I have done the IMAP folder subscription, but the errors still persistent when I synchronise the folders.

I wrote to support, and they recommend that I do ping and tracert. This is my result:


Pinging [] with 32 bytes of data:
Reply from bytes=32 time=201ms TTL=52
Reply from bytes=32 time=199ms TTL=52
Reply from bytes=32 time=310ms TTL=52
Reply from bytes=32 time=226ms TTL=52

Ping statistics for
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 199ms, Maximum = 310ms, Average = 234ms


Tracing route to []
over a maximum of 30 hops:

1 3 ms 1 ms 1 ms homerouter.cpe []
2 * * * Request timed out.
3 43 ms * 47 ms
4 44 ms 37 ms 38 ms
5 35 ms 39 ms 38 ms
6 * * 151 ms
7 * * * Request timed out.
8 170 ms 125 ms 117 ms []
9 142 ms 134 ms 119 ms []
10 139 ms 124 ms 133 ms []
11 144 ms 147 ms 124 ms []

12 * * * Request timed out.
13 229 ms 306 ms 305 ms []

14 * * * Request timed out.
15 252 ms 201 ms 198 ms []
16 213 ms 198 ms 194 ms [
17 317 ms 200 ms 197 ms [
18 204 ms 319 ms 213 ms [
19 201 ms 197 ms 198 ms [4.79.2
20 202 ms 194 ms 199 ms []

Trace complete.

I will need you help as I need my emails to be synchronised properly to avoid loss to my business.

Thank you.
Warmest regards,
Ndianabasi U
17,273 Points
2014-08-25 3:49 pm
Hello Ndianabasi,

Sorry for the problems with Outlook. I did notice that you also had a ticket open with our live technical support group. We are a separate response team, so you may see difference in response. When we investigated this issue, we found that your hosting server is located in the Eastern United States, so you're basically routing email across the Atlantic, probably through Europe and then down into Africa. This will result in some delay because of the distance that the data must travel. The delays are normal over this distance and it may require that you change the timeout period for Outlook (to make it longer). If you can do this then I would recommend that you do that.

The delay is not something we can directly fix here due to the distance being traveled. You may want to consider a closer host if you want your Outlook email to operate a little quicker. Other than that, you may also want to consider using Webmail as opposed to Outlook, but that would be your preference.

Apologies that I can not give you a direct fix regarding the issue. Please let us know if you have any further questions or comments.

Arnel C.
2014-08-25 4:53 pm
Hello Arn,
Thank you for your help. How do I choose a closer host?
17,273 Points
2014-08-25 5:18 pm
Hello Ndiana,

I'm basically telling you to look for a different hosting service that would be closer to your geographical location. I'm not sure what services are available to you Africa. You should note that it is possible to split your email service from the web hosting service. Email can be hosted closer to you while maintaining your webhosting service with us. However, I'm only saying this in order to keep you as a customer. In the interests of your users, if your email services require a closer hosting service (so that Outlook stops timing out), then you will need to seek an email or web hosting service closer to you. If your web site customers are closer to the server in the United States, then I recommend keeping the hosted site in the United States as it will give your website customers a better experience.

Arnel C.
n/a Points
2014-09-18 7:37 am

why below result shown while i ping to my private nameservers,

for new purches server ?

Ping request could not find host Please check the name andtry again.

9,525 Points
2014-09-18 9:59 am
Hello yogi,

Thank you for your question. I would have to look at your specific nameservers to provide an full answer.

But, make sure you activated your nameservers if they are custom.

That is part of our full guide on using Custom Nameservers.

If you have any further questions, feel free to post them below.

Thank you,

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