Capturing Information through Wireshark

If you have experienced issues with your website or email, we might need information about your connection to our servers. While there are numerous programs that can capture this information, we recommend using Wireshark. Download it at wireshark.org, and then install it.

Use one of the sections below, based on the type of information we need from you:

FTP

  1. Launch Wireshark.
  2. From the Capture menu, select Interfaces.
  3. Next to the interface that has the highest number of packets, click Start.
  4. Launch your FTP client or Web browser and try to connect to your hosting account.
  5. Wait approximately 30 seconds, and then click Stop running the live capture.
  6. From the File menu, select Save. Save the file on your computer.

Email

  1. Launch Wireshark.
  2. From the Capture menu, select Capture Filter.
  3. Click New.
  4. Complete the following fields depending on which protocol you want to track, and then click OK:
    Type Filter name Filter string
    POP3 (Incoming) POP tcp and (port 110 or port 995)
    IMAP (Incoming) IMAP tcp and (port 143 or port 993)
    SMTP (Outgoing) SMTP tcp and (port 3535 or port 80 or port 25)
  5. Click Start, and your Wireshark application will start to monitor your connection activity for POP.
  6. Launch Outlook, or email client of choice.
  7. Perform your regular duties until you encounter the issue, then return to the Wireshark application window on your desktop.
  8. From the Wireshark toolbar, click on the fourth icon, Stop the running live capture.
  9. Click the seventh icon, Save this capture file..., select a location to save your Wireshark file, name your file, then click Save.

Wireshark generates files in the PCAP format.


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