客服帮我回的邮件什么意思，好长

ggsnsj

24/7 Sales & Support: (480) 505-8877 – 24/7 Billing Support: (480) 505-8855

  

Our support staff has responded to your request, details of which are described below:

Discussion Notes
Support Staff Response
Dear Sir/Madam,

Thank you for contacting online support. Thank you for providing a screen shot of your ping results. if you are having issues with  your site not resolving as expected you would want to perform a trace route as a ping is not an accurate way to determine hosting account functionality in our system. If you are having issues with any site hosted in your account please use the following information to run a trace route.

Please replace mydomain.com with the domain you would like to run a trace route for.

If you need additional assistance we may need to reveal account specific information. Before we can give out any information on the account, we will need to verify the 4 digit Support PIN on the account. We appreciate your understanding in this matter.

To verify the Support PIN linked to the customer number:

Log into the account. Once logged in under the My Account Tab you will see the account holders first and last name in capital letters towards the center of the screen. Under the name will be the customer number and under it you will see the word 'PIN' followed by 4 blue stars. Clicking the four blue stars will refresh an account security information column on the right hand side of the screen. At the bottom of the new column, above a red and green button will be the Support PIN linked to the account- please make note of this and send it to us when replying to this email.

To assist us in pinpointing the source of this issue we ask that you provide us with the results of a "trace route". A trace route shows that path that a connection takes from your computer to a website, or another computer.

If you are using the Windows operating system, follow these steps to get the trace route results:

• From your Start Menu, go to "Programs", then to "Accessories".
• Here you will find either "MS-DOS Prompt" or "Command Prompt".
• Click on that program and a window should appear with some information regarding your version of windows and a prompt. The prompt should be similar to the following:

Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\WINDOWS>


NOTE: The command prompt window may show different text than the above. However, that will not affect this process.

At the prompt, enter the following:

tracert mydomain.com

After typing this press ENTER, you will get back a long list of information, and it will return to the original prompt you started with. To copy the results, right click on the menu bar of this window, go to "Edit" and select "Mark". Starting at the upper left-hand corner of the command prompt window, highlight the full contents of the trace results. Once you have it all highlighted, press the ENTER key on your keyboard. This will put the highlighted information into your Windows clipboard, allowing you to paste that into a text file to attach to your response.


If you are using Macintosh OSX, you can use an application called Terminal to run a trace route. You should be able to locate Terminal in your hard drive in the Utilities folder, under Applications.


NOTE: Terminal uses a command-line inte**ce. This means you'll be entering commands at a prompt rather than using the more familiar Aqua graphic inte**ce.

Once you have launched Terminal, enter the following to run the trace route:

traceroute mydomain.com

Once this has completed, highlight the contents of the Terminal window. Click on the "Edit" menu and select "Copy". You can then paste this information into a text file, which you would then attach to your response.


We understand that this is quite a few steps; however this will allow us to further research the problem you are experiencing. We appreciate your assistance in tracking down the source of this problem.


Please let us know if we can help you in any other way.

Regards,
Theresa P.
Online Support

yuwo

让你提供pin码和更详细的信息，确认你的身份。另外让你tracert一下，把结果发给他们

qingniancom

原帖由 yuwo 于 2010-7-28 10:24 PM 发表
让你提供pin码和更详细的信息，确认你的身份。另外让你tracert一下，把结果发给他们

是的。另外还须附上截图。
那长长的文字是教你如何截图。