# Performing a Traceroute

When some users experience network issues with SIMnet the problem may to do with their Internet connection to SIMnet. Diagnosing this issue requires our support team to see exactly how your computer is accessing SIMnet and how long each step is taking. To do that, we use a traceroute. It simply determines the route your computer is taking to access SIMnet and how long each step along the way is taking.

{% hint style="info" %}
**Note**: SIMnet runs on a private Internet connection to bypass the public Internet. If you're experiencing a connectivity issue with SIMnet and other websites work, it may have to do with the Internet route your computer is using. The traceroute helps us determine where an issue may be.

**Note**: A "hop" or "step" in the traceroute that takes more than 100ms is considered non-optimal, steps over 200ms may be problematic. 
{% endhint %}

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{% tab title="Windows" %}

1. Open the Command Prompt by navigating to the **Start Menu** and viewing the **Windows System** folder and selecting **Command Prompt**.
2. Type **tracert school.simnetonline.com** where the "school" is replaced by your school's simnet URL. Press **Enter**.
3. Copy and paste the result and send it to the Support Personnel helping you.

![Completed Traceroute](https://509646706-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M4GzdqvglIbnG5_9XCo%2F-MIdSPxTAw2CnCt4c5XS%2F-MIdUt7aKVxEnpSOJhCp%2Funnamed-1.png?alt=media\&token=201dd4d0-2aee-44bb-a390-28e6474eb94b)
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{% tab title="Mac" %}
There are two options for creating a traceroute with a Mac.

First, through the Network Utility:

1. Launch **Network Utility** by searching in for *Network Utility* in the Finder.
2. Select the **Traceroute** tab of the Network Utility.
3. Enter the domain name for which you want to perform a traceroute. For example: documentation.simnetonline.com
4. Click **Trace**.
5. Copy the resulting data and send it to the Support Personnel helping you.

![Completed Network Utility Traceroute](https://509646706-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M4GzdqvglIbnG5_9XCo%2F-MI_palTJYqDyQyGPIc0%2F-MI_qXNyDw4y3v4wEEQV%2FScreen%20Shot%202020-10-01%20at%204.27.39%20PM.png?alt=media\&token=47b28947-a388-4568-8630-0f94d8e2ca0b)

Second, through the Terminal

1. Open the Spotlight Search by pressing **Command + Space**.
2. Type **Terminal** in the search bar. Double click the **Terminal** result.
3. Type **traceroute school.simnetonline.com** where the "school" is replaced by your school's simnet URL. Press **Enter**.
4. Copy and paste the result and send it to the Support Personnel helping you.

![Completed Terminal Traceroute](https://509646706-files.gitbook.io/~/files/v0/b/gitbook-legacy-files/o/assets%2F-M4GzdqvglIbnG5_9XCo%2F-MIdUv1wktp2kDMnb5fE%2F-MIe4jSaLmO9VqXoxO-A%2FScreen%20Shot%202020-10-02%20at%2012.12.22%20PM.png?alt=media\&token=9ecaf309-521d-494f-9f52-d7020c6573bc)
{% endtab %}
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