My web site isn't coming up - Website not working

If your web site isn't coming up, or your website is not working, or you cannot reach your web site, there are a few steps you need to take to try to determine where the problem lies before contacting us.

Have you transferred your domain name to us?
Has the domain name expired? (Check out our Domain Transfer Information page on how to check on this).
Look at the Updated Date on your Whois info. Has it been updated recently and you know you haven't made a change? Better contact your registrar.

Can you hit other sites on the Internet? Empty your browser cache before trying to hit another site.
You may be fooled by testing this without emptying the cache- your computer
will bring up an old copy of the site you are trying to hit. Can you bring up another site?

Try this. This will help to determine whether the issue is with you locally, or with your isp, or us.

Go to http://tracert.com/cgi-bin/trace.pl

In the text box in the upper right hand corner; type in your domain name or IP address.

Select several locations world wide to trace from. In addition; try to get as close to your location as possible.
Once you have a few locations selected; click the "Start trace" button at the top of your screen.
This brings up a new window. Don't be alarmed if you get a few "not found" errors.
The problem lies with the location you have selected. It's a dead link.

Check out the locations that do work. Do the traceroutes indicate
they are hitting your site? You can tell by looking at the last hop: If your domain name and your IP address are listed; your web site is up.

Next; try running a traceroute from the machine you are sitting at. You will need a dos window for this. (Mac users; you do not have this ability. But we're willing to bet if you hit your favorite Mac utility site; you will find a traceroute utility you can install)
Feel free to send the results to us for analysis.

Click on start - then run - then type in COMMAND or CMD (depending on your operating system) and click ok. This will open a dos window. From here you will need to type in:

tracert IPAddress > c:\traceip.txt then hit enter.
This will send the traceroute to a text file called traceip.txt in your root directory.

When you get a dos prompt back :

Type in tracert yourdomainname > c:\tracedomain.txt
This will send the traceroute to a text file called tracedomain.txt in your root directory.

When you get a dos prompt back - you can close the dos window and open notepad -
click on start, programs, accessories, notepad.
From within notepad click FILE - OPEN - Click the "LOOK IN" and select C:
then double click on the files traceip.txt and tracedomain.txt.

This will open the traceroute in your notepad window. Then in traceip.txt
Click EDIT - SELECT ALL -
Then press Control-C to copy the text.
After this select reply to this email and inside the body of the email window,
use Control V to paste the traceroute information into your email reply.

Then go back to trace_domain.txt and Click EDIT - SELECT ALL. Then press Control-C to copy the text. After this select reply to this email and inside the body of the email window, use Control V to paste the traceroute information into your email reply.

You can use the tracert command to test other sites. Try to tracert yahoo.com. Or try cnn.com.

What kind of output do you get? Do you get an error message for all web sites you are trying to hit?

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