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:
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):
- Open the Start menu
- Click on RUN
- Type CMD and then press the OK button to open a command prompt
- At the prompt, type:
tracert secure.emailsrvr.comand press the
- To copy the output, right-click anywhere in the window and select
Mark. You can press
Enterto 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
- Go to
and the domain secure.emailsrvr.comin 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.
- 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.
- Open a terminal window
traceroute and the Exchange domain secure.emailsrvr.comat the prompt and press the