An IP address is a unique number assigned to your device on the network. Running a traceroute tracks the path of data from your device to the Bitrix24 server, revealing any connection issues.

Bitrix24 Support Team specialists may ask you for your IP address and traceroute results to identify and resolve slow performance issues.

Check your IP address

1. Visit a service like CheckIP.org or ping.eu.
2. Copy the IP address or take a screenshot.

Run a traceroute

Running a traceroute on Windows

1. Press WIN + R, type cmd in the Open field.
2. Click OK, and a new window will open.
3. In the command line, after C:\Users\user_name > enter tracert your Bitrix24 address (e.g., tracert test.bitrix24.com) and press Enter.
4. Copy the trace result or take a screenshot.

4 — the result of the traceroute command on Windows

Running a traceroute on Mac

1. Go to Applications.
2. Open the Utilities folder.
3. Click Terminal, and a new window will open.
4. In the command line, after user_name@MacBook-Air ~ % enter traceroute your Bitrix24 address (e.g., traceroute test.bitrix24.com) and press Enter.
5. Copy the trace result or take a screenshot.

5 — the result of the traceroute command on macOS

Done! Send the IP address and traceroute results to the support specialist.

Read also:

• How to contact Bitrix24 Support
• What to provide to support when Bitrix24 isn't working
• HAR file and MTR diagnostic tool