Traceroutes can help identify a network problem. On Windows, perform a traceroute using the Command Prompt.

Run cmd.exe for your version of Windows:

Windows 8: Right-click the Start menu and select Run. Then enter cmd and select OK.

Windows 10: In the Start menu, enter cmd, and select the Enter key.

The MS-DOS Prompt or Command Prompt window will open. Enter tracert yourdomain.tld and select the Enter key.

         Microsoft Windows [Version 10.0.18363.1256]
        (c) 2019 Microsoft Corporation. All rights reserved.
        C:\WINDOWS\system\tracert coolexample.com

When performing the email traceroute, the domain is email + the pod number + .secureserver.net. For example, if the customer is on pod number 05, they would type tracert email05.secureserver.net.

After the traceroute completes, select all (Ctrl+A) and copy (Ctrl+C).

Paste (Ctrl+V) this into a text document (like Notepad or WordPad) so you can reference it later.