Troubleshoot Connection Issues

Often times if you can’t load a website, it falls into one of the instances listed below.

In rare instances, the server could be down. Other times, there could be a local issue on your device that is preventing you from loading a website. Visit the website Down For Everyone or Just Me first.

If you need any assistance, please submit a ticket for Technical Support

There are 2 easy ways to find your IP address:

1. Open your web browser and go to any search engine and type in my ip and perform the search. Your IP address will be returned to you.

2. Open your web browser and go to https://whatsmyip.org

This website will provide you with your IPv4 IP address.

If you need any assistance, please submit a ticket for Technical Support

If the server is up and you are still unable to connect to your website, please run a traceroute. The the entire traceroute is needed by Technical Support to help figure out where your computer is getting hung up at.

1. Open the command prompt. Go to Start > Run

2. In the command prompt, type: tracert hostname (hostname would be your domain without the www)

3. You may have to wait up to a minute or more for the test to complete Send us the complete results (every line) for analysis

If you need any assistance, please submit a ticket for Technical Support

If the server is up and you are still unable to connect to your website, please run a traceroute. The the entire traceroute is needed by Technical Support to help figure out where your computer is getting hung up at.

1. Open Terminal

2. Type in traceroute yourdomain.com (enter the actual domain without the www)

3. Press Enter

4. Select the results, and then right-click and select Copy or press COMMAND+C to copy the text

5. Send us the complete results (every line) for analysis

If you need any assistance, please submit a ticket for Technical Support