Performing a Traceroute for Live Site Issues

If you are experiencing difficulties viewing your live site, one of our Customer Care experts might ask you to perform a traceroute to determine exactly where the connection issue occurs.

Choose your operating system and follow the steps below to perform a traceroute:

Windows

1. Right-click the Start menu and select Run.

2. Type cmd, and then click OK.

1. Enter your domain in the cmd window:

   • If you have a domain connected to your site: Type tracert www.domain.com (replace domain.com with your own domain name).

   • If you have a free site: Type tracert site-url-prefix.wixsite.com (replace "site-url-prefix" with your Site URL prefix, located in your account settings).

2. Press Enter on your keyboard.

3. Take a screenshot of the information.

4. Send your screenshot to Wix Customer Care.

Mac

1. Open the Terminal:

   1. Press Cmd + Space to launch Spotlight.

   2. Type Terminal and select Terminal from the search results.

1. Enter the URL of your site in the Terminal:

   • (If you connected a domain to your site) Type traceroute www.url.com (replacing "url.com" with your domain name).

   • (If you have a free site) Type traceroute site-url-prefix.wixsite.com (replace "site-url-prefix" with your Site URL prefix, located in your account settings).

2. Press Enter on your keyboard.

3. Take a screenshot of the information.

4. Send your screenshot to Wix Customer Care.