How to run a traceroute

Having problems with your Deezer connection? Occasionally, when you contact Customer Service, we may ask you to perform something called a “traceroute” to help us find out what’s up with your Deezer connection.

A traceroute shows the step-by-step path that an internet connection (like the one between you and the Deezer service) takes to reach its destination.

Note: You’ll need to use a desktop computer to perform a traceroute. If your issues are with our mobile app, you’ll need to connect your desktop to the same network as your phone (either through tethering or Wi-Fi).

Running a traceroute on Windows

1. From your computer’s desktop, (right) click Start. (Windows 8 users start on step 2.)
   
   
2. In the search field, type cmd
   
   
3. Right-click on CMD.exe and select Run as Administrator. The Command Prompt application will open
   
   
4. Enter: tracert -h 20 [...] and press Enter
   
   Depending on the type of issue you’re experiencing, replace [...] with one of the following addresses (it doesn’t matter which one you start with, and we may need you to run more than one traceroute):
   
   For basic connection issues – if you’re unable to login to Deezer
   www.deezer.com (if your issues are on browser)
   api.deezer.com (if your issues are on our mobile app - you’ll need to be on the same network as your phone)
   
   For music streaming issues – playback is stuttering or pausing/stopping entirely
   cdn-proxy-0.deezer.com
   e-cdn-proxy-0.deezer.com
   cdns-proxy-0.dzcdn.net
   e-cdns-proxy-0.dzcdn.net
   
   For other content issues – artwork for an album cover isn’t loading
   cdn-files.deezer.com
   e-cdn-files.deezer.com
   cdns-files.dzcdn.net
   e-cdns-files.dzcdn.net
   
   
5. Allow a minute or so for the traceroute to finish. When a new line of text appears in the command prompt, the traceroute is done
   
   Note: If you receive an error message, you did not run the command prompt in Administrator Mode. Return to step three and try again.
   
   
6. When it’s complete, select all the text and copy it (press Ctrl + A, then Ctrl + C). You can then paste (Ctrl + V) this text into your reply to us
   
   
7. Quit the Command Prompt application

Running a traceroute on Mac

1. From your Mac desktop, go to Applications > Utilities and open Terminal
   
   
2. Enter the command traceroute -m 20 -w 1 -a [...] and press Return
   
   Replace [...] with one of the following addresses (it doesn’t matter which one you start with, and we may need you to run more than one traceroute):
   
   For basic connection issues – if you’re unable to login to Deezer
   www.deezer.com (via browser)
   api.deezer.com (via mobile app)
   
   For music streaming issues – playback is stuttering or pausing/stopping entirely
   cdn-proxy-0.deezer.com
   e-cdn-proxy-0.deezer.com
   cdns-proxy-0.dzcdn.net
   e-cdns-proxy-0.dzcdn.net
   
   For other content issues – artwork for an album cover isn’t loading
   cdn-files.deezer.com
   e-cdn-files.deezer.com
   cdns-files.dzcdn.net
   e-cdns-files.dzcdn.net
   
   
3. Allow a minute or so for the traceroute to finish
   
   
4. When it’s complete, select all the text and copy it (press Cmd + A, then Cmd + C). You can then paste (Cmd + V) this text into your reply to us
   
   
5. Quit the Terminal app

Once you have performed your traceroute, you can paste the results in your reply to us. We may ask you to repeat the process using more than one of the addresses above.

What to do before reporting connection issues

Before you contact us directly about connection or latency issues, please take a look at our troubleshooting articles.