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When having trouble with a user's ability to connect to our hosted application, getting them to run pathping and checking the results can be frustrating. Here is the easiest workaround I have found. I just send them a batch file with the following command line:
pathping XXX.XX.X.XX > c:pathping.txt
'X' is replaced with the actual IP address of the site they need to access. Then I just have them send me the text file when they are finished. It is much easier to explain how to do it this way.