Knowledgebase

This will help you diagnose problems with viewing your website in a troubleshooter format.

-= Step 1: Is the domain license current? =-

You may check here to ensure the license is current.

Yes (go to step 2) No (you will need to apply for or renew the domain name license above)

-= Step 2: Is the DNS correct for the domain at the Registrar? =-

Please see your Welcome letter for details of NameServer settings and /or any recent email advising that your site has been moved and the DNS changed.

To check that the DNS is correct setting check here.

Yes (go to step 3) No (If the domain is self-managed you will need to modify the DNS via your Registrar, if the domain is managed contact your Registrar to have the necessary changes made.)

-= Step 3: Is the hosting package current? =-

Yes (go to step 4) No (Ensure that all necessary fees are paid in full.)

-= Step 4: Is the hosting package current? =-

Test the Internet connection and ping your domain as follows:
Go to your computer's command prompt and type the following (note yourdomainname.com = your actual domain name)
ping yourdomainname.com
ENTER

If connected you should see something similar to the following

Yes (go to step 6) No (go to step 5)check your internet connection - you may need to turn off and turn on your modem, then try again

-= Step 5: Check your modem =-

Try turning off your modem, waiting a few minutes for a new session and then turning on again and complete the step above again.

No (go to step 6)

-= Step 6: Check using your C prompt =-

Try the following tests to check your local connections:
Using C prompt can determine where many faults lie with connections, 99% of which will be ISP, Internet related and not our servers.
Legend - yourdomainname.com means the full domain name and extension.
ping - used to ping a destination
tracert - traces the route to connect to the destination
ftp - tests whether a user can ftp to a destination

To use any of the following commands, go to C prompt C:\> and type the following command:
ping yourdomainname.com
tracert yourdomainname.com
ftp yourdomainname.com

If you can ping the domain then you can connect to the domain.
If the ping fails then use tracert to determine where the failure may be.
If you are trying to connect to your domain using a 3rd party FTP program there may be many reasons no of which are related to our servers.

You will then see the output, to copy it to a ticket or elsewhere do the following:
1) go to the flashing cursor
2) place your mouse ove the flashing cursor _ and right click
3) choose mark
4) then go the beginning of the screen or where you type the command and highlight all the output by dragging the mouse
5) hit the enter key
6) go to the window where you wish to paste the output and click paste.

No (go to step 7)

-= Step 7: Open a Support Ticket =-

Go to the Support Centre, open a ticket and detail that you have gone through the troubleshooting steps 1 - ? and provide the results.
Also provide details of the error message and or screen details that you see in your browser.

When we receive this information we may be better able to assist.

Thanks and regards
Support Team

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