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 www.deezer.com (if your issues are on browser 
5. Enter tracert -h 20 api.deezer.com (if your issues are on our mobile app - you’ll need to be on the same network as your phone)
6. Select the the Enter or Return key on your keyboard

For music streaming issues – playback is stuttering or pausing/stopping entirely
tracert -h 20 cdn-proxy-0.deezer.com
tracert -h 20 e-cdn-proxy-0.deezer.com
tracert -h 20 cdns-proxy-0.dzcdn.net
tracert -h 20 e-cdns-proxy-0.dzcdn.net

For other content issues – artwork for an album cover isn’t loading
tracert -h 20 cdn-files.deezer.com
tracert -h 20 e-cdn-files.deezer.com
tracert -h 20 cdns-files.dzcdn.net
tracert -h 20 e-cdns-files.dzcdn.net

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.

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

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 www.deezer.com (via browser)
3. Enter the command: traceroute -m 20 -w 1 -a api.deezer.com (via mobile app)
4. Select the the Enter or Return key on your keyboard

For music streaming issues – playback is stuttering or pausing/stopping entirely
traceroute -m 20 -w 1 -a cdn-proxy-0.deezer.com
traceroute -m 20 -w 1 -a e-cdn-proxy-0.deezer.com
traceroute -m 20 -w 1 -a cdns-proxy-0.dzcdn.net
traceroute -m 20 -w 1 -a e-cdns-proxy-0.dzcdn.net

For other content issues – artwork for an album cover isn’t loading
traceroute -m 20 -w 1 -a cdn-files.deezer.com
traceroute -m 20 -w 1 -a e-cdn-files.deezer.com
traceroute -m 20 -w 1 -a cdns-files.dzcdn.net
traceroute -m 20 -w 1 -a e-cdns-files.dzcdn.net

Allow a minute or so for the traceroute to finish

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

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.