Prior to posting a website down ticket from your Help Desk it is recommended to test the connectivity between your computer and the server hosting your account.
Each Mac OS is delivered with a preinstalled terminal emulator. The terminal is a tool which allows you to execute commands from the command line.
Usually, the terminal is located under your Mac HD -> "Applications" directory -> Utilities sub-directory.
When the window opens, you will see a command line with a flashing cursor on it so you can start typing right away. To "ping" your website just type the following command:
ping -c 4 my-domain-name.com
Please do not forget to replace my-domain-name.com with your own domain name.
The command above will send 4 ping requests. As soon as the command finishes, copy the results and paste them into the ticket form.
You will have to type one more command in the terminal before you can proceed with the site down report:
traceroute my-domain-name.com
Once you have submitted both, the ping and the traceroute command results, you can proceed with posting the site down report.
