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We know it's frustrating when you can't get to your website or pick up your email, but sometimes it's not a problem with the website itself but with your computer or your internet connection instead!

If we host your website or email and you're having problems accessing it, please run through this checklist before contacting us.

 

Internet connection down

Can you see any other websites? If you can't, your internet connection is probably down. Try restarting your router and computer, and check if you can reach websites like Google.

A good tool to use is Down for everyone or just me? As the name implies, you can see if the website is actually down, or if it's something to do with your connection. 

 

Blocked by our firewall

If your site is reported as being up but you can't get to it, you might have been blocked by our firewall. One common reason is that too many attempts to log in with incorrect email login details will trigger a block on your IP address.

If you can get to www.google.com for example, but can't get to your own website or our website (www.iteracy.com) this could be the reason. Get in touch with us and we will investigate.

Anyone else trying to connect from the same blocked IP address will also be unable to pick up email or access your website.  If you try from a different location or use your mobile phone to connect over data rather than WIFI or your office network, you should be able to get access until the block has been lifted.

 

DNS problems

If you can see some websites but not others, you may have a Domain Name System (DNS) problem. Restarting your computer or router may solve this.

We host a number of websites on the same server, so if you can get to www.iteracy.com but not see your site, it may be a DNS problem.

Sometimes your computer may keep hold of the old settings (caching them). If this happens, we might ask you to try clearing these old settings.

Here's how to do clear DNS on a Windows 10 computer:

  1. Click the start button and under Windows System find Command Prompt - or just search for it by name
  2. Right-click on the Command Prompt item
  3. Select the option Run As Administrator
  4. A black and white window will open. Type ipconfig /flushdns and press enter
  5. Windows should respond: Windows IP Configuration Successfully flushed the DNS Resolver Cache.

 

Get in touch

If none of these solutions have solved your problem, get in touch and we'll help you sort it out.

Tagged under: Troubleshooting   Bluffers guide   Security   DNS