In some cases, some users might have trouble connecting to the Soapbox Engage network while others may be connecting without issue. Running a trace route on the impacted computers can often times determine where the networking issue lies.

macOS

Use Terminal to run the trace route.

Launch Terminal (found in Applications, then Utilities folder).
In the Terminal window, enter the following...
```
traceroute prefix.example.org
```
...where "prefix.example.org" is the full domain (including subdomain) to be traced.
Press Return key on your computer.
Watch the traceroute as it appears in the Terminal window.
The trace route is complete when you see the name of your computer at the end of the numbered list. If there is a networking issue, this may either never appear or take many minutes to appear. At any time, you can close the window or click Control + C to cancel the traceroute.
After the traceroute completes, select the results, and then right-click and select Copy or press COMMAND+C to copy the text.
Paste the text into a text document and save the file.

Windows

Run cmd.exe for your version of Windows.

Windows 8

Right-click the Start menu and select Run.
Enter "cmd" and click OK.
In the MS-DOS Prompt or Command Prompt window, enter the following...
```
tracert prefix.example.org
```
...where "prefix.example.org" is the full domain (including subdomain) to be traced.
Click the Enter key.
The trace route is complete when you see the Windows prompt again at the end of the numbered list. If there is a networking issue, this may either never appear or take many minutes to appear. At any time, you can close the window or click Control + C to cancel the traceroute.
After the traceroute completes, select all (Ctrl+A) and copy (Ctrl+C) the contents of the window.
Paste the text into a text document and save the file.

Windows 10 or Windows 11

Press the Windows + R keys to open Run.
Enter "cmd" and click OK.
In the MS-DOS Prompt or Command Prompt window, enter the following...
```
tracert prefix.example.org
```
...where "prefix.example.org" is the full domain (including subdomain) to be traced.
Click the Enter key.
The trace route is complete when you see the Windows prompt again at the end of the numbered list. If there is a networking issue, this may either never appear or take many minutes to appear. At any time, you can close the window or click Control + C to cancel the traceroute.
After the traceroute completes, select all (Ctrl+A) and copy (Ctrl+C) the contents of the window.
Paste the text into a text document and save the file.