If you are having trouble uploading or downloading content, it may mean there is a problem with network connectivity. The Internet works like a road map, there are several different routes one can take to reach a final destination, with several stops in between. You may be able to reach other websites, download other content, and even hit libsyn.com, but that doesn't mean there isn't a problem somewhere in between your computer and our servers. A trace route helps show us not only what route you are taking, but what problems may exist within that route.

The first thing to do is contact support@libsynsupport.com as they will give you a specific trace command to run (depending on the problem you are having may change the command around a bit, so its always best to ask first). Once you have the command, just follow these steps:

Go to your Go menu, then down to utilities and open up the Terminal app:

Once the terminal is open, type in your command the Libsyn support team provided you (it will look like "traceroute hw.libsyn.com"):

With your command entered, hit your return/enter key and the trace will run. One line after another full of numbers and strange words will appear on the screen. Let the trace run until it says trace complete (it may take a few minutes to run):

With your trace completed, the output needs to be sent to the Libsyn Support team (support@libsynsupport.com). To do so, use your mouse to highlight all of the text and then right click to bring up a menu and select copy:

Now the output has been copied to your Mac clipboard and you can paste the content into an e-mail to our Libsyn Support team using your normally preferred paste method.