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Troubleshooting
Connection Problems

Several troubleshooting guides are available in our Troubleshooters section. These guides contain the typical steps that we follow when we investigate reports of problems with your account, and can help you to quickly diagnose the source of any problems you encounter. The guides also help you to gather the information that we will most likely ask you to provide when you report problems to us.

For general connectivity issues (web site down, e-mail down, etc.) the Account Connection Troubleshooter provides the information necessary to determine where the problem is. For problems related specifically to e-mail, the E-mail Troubleshooter is the best place to start.

In almost every case, the traceroute is the single most important and helpful tool for diagnosing the source of the problem. If you're concerned about diagnosing connection issues, you should become familiar with this tool. The Hosting Manual contains detailed instructions for running a traceroute and interpreting the results, as well as instructions on copying and pasting the results in the e-mail you send to support.