I am unable to reach my server / account / web site?


If you are unable to reach your website for more than a few minutes (while other websites are working fine from your computer), then it is most probably a network problem between your computer and the server. There can be several reasons for this issue e.g. firewall on the server may have blocked your access, there may be a network issue between your Internet service provider and web hosting server. To find out if this is the case, please follow these two steps:

Step 1

Run a traceroute. This can be done by going to Command Prompt on Windows computer using these steps:

Click Start > Select All Programs > Select Accessories > And then lastly select Command Prompt

Once there, enter this command:

tracert YOUR_DOMAIN_COM

[ where YOUR_DOMAIN_COM is your website domain name hosted on the server. Do not start with http:// – only enter the domain name part without any space in the name. ]

Once the tracert command completes, click on the top left corner of the Command Prompt window, select Edit and then Mark. Now highlight the entire output from the tracert command with the mouse by dragging it on the window from one corner to the other. Once highlight, press Enter key. Now you have the output in your clipboard. Please paste it in a support ticket.

Step 2 (optional)

We also need your public Internet IP address. We normally receive it when you open a support ticket, therefore this step is optional. If you want to provide this information as well, you can go to google.com website and type this in search: What is my IP address?

The search result will show Your public IP address is …

Please copy/paste that into support ticket as well. With this information our support team can quickly troubleshoot the issue and find out why you are unable to open your website or reach the server.

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