At times customers may be unable to reach the server where their website is hosted due to network issues either within the WebGo network, or externally across the wider internet.
There is a diagnostic tool you can use in order to establish where these issues may be taking place, and this can be done form your computer using a 'traceroute tool'. When this tool is used our support team may be able to better assist you.
This tutorial will show you how to run the 'traceroute tool' for self diganosis, and so you can inform our support team so we may be able to better assist you.
- On your MacOS operating system open the Terminal application.
- Use the ⌘+space key combination to open the Spotlight Search, and type 'terminal' then press the 'Enter' or 'Return' key.
- The Terminal window will now be displayed. Next type 'traceroute' followed by the IP address of the server or domain name of your website, and then press the 'RETURN; key.
- The example below shows how the traceroute for Google.com
- After you press enter the traceroute tool should begin the output the technical information that WebGo will need to establish where network issues are occuring, and where we can better assist you in sorting out the network issues the server, the WebGo network, or the wider internet may be experiencing.
- Now select and draf across the text output and ⌘+C to copy the data to your clipboard, and paste the data into a message to WebGo Support.
