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. There are several steps you need to follow. The first thing you need to do is to click on the Start menu button, usually located on the left low corner of the screen:
There is a tab called "Run". You have to click on it, in order to proceed further.
You will notice the appearance of a new small window on the screen. In the text field of this window you need to type "cmd" and then press the "Enter" key.
Another window will open. It is the so called "MS-DOS prompt" or "command prompt".
The first thing to do is to ping your website. Just type the following command in the command prompt window:
ping my-domain-name.com
Please do not forget to replace my-domain-name.com with your own domain name.
When the execution of the above mentioned command is over, right click on the command prompt, select "Mark" from the menu and select the results. To copy them into your PC clipboard, simply right click again. You have to paste these results into the ticket form before posting the site down report.
The next thing you should do is to traceroute your domain name. Inside the same command prompt, please type the following command:
tracert my-domain-name.com
As soon as the command is executed and the results are shown, please copy them by right clicking on the command prompt -> Select mark -> Mark the results and right click again. You have to paste these results into the ticket form in order to proceed with posting the site down report.
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