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:
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Open your web browser and go to any search engine and type in
my ipand perform the search. Your IP address will be returned to you. -
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.
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Open the command prompt. Go to Start > Run
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In the command prompt, type:
tracert hostname(hostname would be your domain without the www) -
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.
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Open Terminal
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Type in
traceroute yourdomain.com(enter the actual domain without the www) -
Press Enter
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Select the results, and then right-click and select Copy or press COMMAND+C to copy the text
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Send us the complete results (every line) for analysis
If you need any assistance, please submit a ticket for Technical Support