If for any reason you cannot point to your site in your web browser,
here is a list of things you can do to troubleshoot the problem. It
is recommended that you follow the steps in the order presented.
Check that your DNS has fully propagated
you have just recently set up your hosting account with us, your site
DNS records may not have fully propagated yet. It generally takes 24-72
hours for all the root servers around the world to update any changes
in your DNS records. If you have a name based hosting account, try
pointing to http://yourIP/~username using the IP and username provided in your Welcome Email. If you have an IP based hosting account, try pointing to http://yourIP.
Assuming you have uploaded your site files to the server properly, you
should be able to see your site. If so, it just means you will have to
wait a bit longer for DNS to fully propagate.
Make sure your DNS is configured properly
that you have properly configured your DNS records in your domain name
account. Login to your account at your domain registrar and
double-check the nameservers. You can also perform a whois online to
check the records attached to your domain.
Try surfing other sites
pointing to other sites in your browser. It's entirely possible your
ISP is experiencing connectivity problems, in which case the issue is
with your Internet connection rather than your site's connectivity.
Ask a friend to point to your site
a friend (who preferably uses a different ISP than you) to try pointing
to the site. It will be a good indication as to whether the problem is
with your connection or your ISP.
Ping your site
pinging your site. Ping is a program that "bounces" a request off of
another computer/server over the internet to see if the remote computer
is responding. To ping your site, click Start>Run and enter command. Click OK. Then type ping yoursite.com (where yoursite.com is your actual domain). Hit Enter
on your keyboard. The results will show 4 attempts to send a packet to
your site. If your site is reachable, it will show no lost packets.
Do a traceroute
a traceroute on your site. A traceroute is a utility which allows you
to literally trace your connection to a server/computer. It measures
the time it takes to reach each point needed for the connection. There
are many online tools which will allow you to perform the traceroute.
Alternatively, you can do it yourself. To traceroute your site, click Start>Run and enter command. Click OK. Then type tracert yoursite.com (where yoursite.com is your actual domain). Hit Enter
on your keyboard. The results will show you the number of hops between
your local computer and your site server. It can give you a good
indication of any connectivity disruption along the way.
Check our Network Status Page
your browser to our Network Status Page. The URL is listed in the table
at the top of this page. You will be able to check the state of health
of our entire network.
Check for forum announcements
there is interruption in connectivity in our network, whether it is
unexpected or scheduled, we will make an announcement in our Forum. We
will also keep the information current with frequent updates so that
you know what is going on with your site, the server and the network.
The URL for the Forum is listed in the table at the top of this page.
Check your email
we are experiencing connectivity problems, we keep you up to date via
email. Please remember to keep an off-site email address in your
account profile so that if for some reason your site is down, you will
still be able to receive email notification and updates.
Send in a support ticket
all else fails, send in a support ticket to our Help Desk. The URL for
our Help Desk is listed in the table at the top of this page.
Call us by telephone
us by telephone so that we may assist you in finding the source of the
problem. Our telephone number is listed in the table at the top of this