Objective:

• Determine why your connection to Clio is slow
• Diagnose why you can't connect to Clio

Environment:

• Clio Manage
• Internet Service Provider (ISP)

Additional Information:

A trace-route is like a monitored attempt to communicate between your computer and our servers. It can be very useful in troubleshooting certain kinds of issues.

This is usually related to connection issues customers may experience, due to problems with their Internet Service Provider (ISP) which Clio cannot directly resolve.

Procedure:

If on PC:

1. Press the Windows Key on your Keyboard or click the Start Button
2. Type CMD and press Enter to open the Command Prompt
3. In the Command Prompt window type the following without quotation marks: "tracert app.clio.com"
4. Press Enter
5. Wait for it to complete (may take several minutes)
6. Take a screenshot of the results

 If on Mac:

1. Launch Network Utility
2. Click Trace-route
3. Enter "app.clio.com" (without quotation marks)
4. Click Trace
5. Wait for it to complete (may take several minutes)
6. Take a screenshot of the results