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Run a ping and traceroute to Salesforce

Knowledge Article Number 000025283
Description If you're trying to connect to Salesforce and are having problems with slowness or latency, we'll show you how to run a Ping test and Traceroute to find out where the slowness is coming from. 

Microsoft Windows 

1. On the Windows taskbar, click the Start button | select Run.
2. Type cmd in the text box.
3. Click OK. A DOS window will appear.
4. In the DOS window, type
tracert >> c:\tracert.txt
and press Enter. Then for a Ping test, type
ping -n 100 >> c:\ping.txt
and press Enter, which will send 100 echo requests to

Repeat step 4 replacing the URL with your instance. For example,

tracert >> c:\tracert.txt
ping >> c:\ping.txt

After you've completed this process, locate the text file on your C:\ drive and attach it to the reply email you send to Salesforce support. You'll also want to include who your Internet Service Provider is, and any reason they've provided you for latency.

Mac OS

Mac OS X comes with a traceroute function that can be accessed via command line using the Terminal and via GUI with the Network Utility application that ships with every version of the Mac OS.

Traceroute using

  1. Open a terminal session using
  2. Run these traceroute commands:
  3. Cut and paste the results into the reply e-mail.  

Traceroute using Network Utility 

  1. Open Network, located in the Utilities folder.
  2. Click Traceroute.
  3. Enter or
  4. Click Trace.
  5. Cut and paste the results into the reply e-mail.

Once this data is received, the data will be analyzed thoroughly. Salesforce will do its best to help you to solve the performance issue.

Note: To run a traceroute on your Live Agent server, use the above steps, but instead of pointing to the Salesforce instance URL, point to your Live Agent server. You can find your Live Agent server by going to Setup and typing "Live Agent Settings" in Quick Find. You will see an endpoint URL that looks similar to "". Remove "/chat/rest/" and run a traceroute on just "". Keep in mind, your endpoint URL may vary from the example mentioned.

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