Network Diagnostics using Traceroute & IPCONFIG / IFCONFIG

Network Diagnostics using Traceroute & IPCONFIG / IFCONFIG

Providing details about your network configuration can help our support team diagnose errors, especially those causing latency or lag in the app or web. Below are instructions for running a "traceroute" and "ipconfig /all" (Windows) or "ifconfig" (macOS) command on your computer.

Definitions

traceroute - a network diagnostic tool that maps the path data takes from your computer to a destination server, showing each hop (router) along the way and measuring latency at each step.
ipconfig /all - a Windows command that displays detailed network configuration information, including IP addresses, MAC addresses, DNS, DHCP, and gateway settings.
ifconfig
ifconfig - a command-line tool on macOS used to display network interface settings, such as IP addresses, MAC addresses, and network status.

Windows Instructions

To perform a traceroute on a Windows computer using the Command Prompt, follow these steps:
  1. Open Command Prompt
    1. Press Win + R, type cmd, and press Enter
    2. OR search for Command Prompt in the Start menu and open it.
  2. Type the following command, replacing "your mobe3 URL" with the address to your mobe3 environment minus the quotation marks, and press Enter: tracert "your mobe3 URL"
  3. The command will display the route packets take to reach the destination, showing each hop (router) along the way and its response time.
    1. Each line represents a hop, showing response times in milliseconds.
    2. * * * indicates a timeout (could be a firewall or network issue).
    3. The last hop should be the destination; if not, there might be a connectivity issue.
  4. Take a screenshot or copy/paste the results into a text file and include with your support ticket.
To perform an "ipconfig /all" command on a Windows computer using the Command Prompt, follow these steps:
  1. Open Command Prompt
    1. Press Win + R, type cmd, and press Enter
    2. OR search for Command Prompt in the Start menu and open it.
  2. Type the following command and press Enter: ipconfig /all
  3. Take a screenshot or copy/paste the results into a text file and include with your support ticket.

macOS Instructions

To perform a traceroute on a macOS computer using Terminal, follow these steps:
  1. Open Terminal
    1. Press Command (⌘) + Space, type Terminal, and press Enter
    2. OR navigate to Applications > Utilities > Terminal and open it.
  2. Type the following command, replacing "your mobe3 URL" with the address to your mobe3 environment minus the quotation marks, and press Enter: traceroute "your mobe3 URL"
  3. The command will display the route packets take to reach the destination, showing each hop (router) along the way and its response time.
    1. Each line represents a hop, showing response times in milliseconds.
    2. * * * indicates a timeout (could be a firewall blocking responses).
    3. The last hop should be the destination; if not, there might be a connectivity issue.
  4. Take a screenshot or copy/paste the results into a text file and include with your support ticket.
To perform an "ifconfig" command on a macOS computer using Terminal, follow these steps:
  1. Open Terminal
    1. Press Win + R, type cmd, and press Enter
    2. OR search for Command Prompt in the Start menu and open it.
  2. Type the following command and press Enter: ifconfig -a
  3. Take a screenshot or copy/paste the results into a text file and include with your support ticket.