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


4,324 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

4,324 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.

5,498 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 []


5,498 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,

10,655 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!

10,101 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

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