Dear NAME,
Thank you for contacting FRANCHISE Technical Support.
Please accept our apologies for the inconvenience caused. Be advised that we were not able to replicate the issue on our end. We would kindly require more information from you before we can determine the exact cause of the issue and expedite a resolution.
1. Please provide us with a traceroute to the server by following the steps:
For Windows:
- Select "Start" -> "Programs" -> "Accessories" -> "Command Prompt"
- Enter the word "tracert", followed by your domain "DOMAIN"
For Mac:
- From your hard-drive, open the ""Applications"" folder, and click to open the ""Utilities"" folder
- Double-click "Terminal"
2. We would also need you to provide us with the results of a 'ping' test. You can also obtain them from the Command Prompt/Terminal by typing the word "ping" instead of "tracert" (for Windows) or "traceroute" (for Mac) followed by your domain "DOMAIN".
3. Please give us your local IP. You can obtain it from here:
http://www.whatismyip.com/
Once you provide us with the requested information, we will be able to continue with the troubleshooting and contact you with more information.
Thank you for your understanding and patience on this matter. Should you have further questions, please let us know.
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