How to perform a Trace Route - Email

Sometimes, support will ask you to run a "trace route" in order to help us troubleshoot certain issues with email client connectivity. Here's how to do it for the different types mailboxes and configurations:

Email (non-Exchange):

First make sure your email settings are connecting to secure.emailsrvr.com. 

Windows, when using a non-Exchange mailbox using secure server settings (with SSL, using either POP or IMAP):

1. Open the Start menu
2. Click on RUN

3. Type CMD and then press the OK button to open a command prompt
4. At the prompt, type:  tracert secure.emailsrvr.com   and press the Enter key
5. To copy the output, right-click anywhere in the window and select Mark. You can press Enter to copy all of the output, or select the text you want to copy and then right-click with your mouse. Paste the copied text by hitting CTRL + V.

Mac OS

1. Go to Applications -> Utilities -> Network Utility -> Traceroute
2. Type and the domain secure.emailsrvr.com in the appropriate input field and press Trace. You can also open a terminal window and use the same instructions as you would for performing a traceroute in Linux.
3. Select the results, and then right-click and select Copy or press COMMAND+C to copy the text. Paste the text into a text editor (TextEdit, etc.) and save the file.

Linux

1. Open a terminal window
2. Type traceroute and the Exchange domain secure.emailsrvr.com at the prompt and press the Enter key