Important: If your Domain Name DNS has recently been updated, changes can sometimes take up to 72 hours to reflect across the global internet of servers. This is known as "Propagation Time" and is completely normal. If you know that your domain DNS has recently been updated, please check your domain again after the propagation period.
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Basic first checks;
- Check that you have typed in your domain name address correctly into the browser address bar. e.g. http://www.example.com
- Is your internet connection working correctly? Can you browse to other websites e.g. http://www.google.com? If not, try restarting your router / computer / phone / device.
- If you have more than one web browser on your machine, e.g. Chrome and Firefox or Internet Explorer / Edge, are you able to use a secondary browser to access the website?
- Can you check the same domain from a different machine?
- Have you checked your Internet Service Provider's status page to see if they have any service reports?
- Check our status page to see if any service outages have been reported.
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Secondary checks;
- If we host your domain name, log in to your account to check it's currently registered correctly and is up-to-date and valid.
- If you host your domain name elsewhere, check this site to see if it is registered correctly: http://www.intodns.com
- Are you able to "ping" your domain from e.g. this site: http://tools.pingdom.com/ping/
- Also try to follow these steps: http://www.purpledogdesign.com/clients/knowledgebase/106/Ping-and-traceroute-tests.html
- Are you able to log into your domain's cPanel (control panel) - see how to do that
- Have you cleared your bowser / device cache (see below)?
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Troubleshooting Steps;
If you are able to browse to your website using the above URLs, this would indicate that the issue is not at all with your sites / the server, but something local to you. In which case, please try the following steps:
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Clearing your browser's cache / cookies
- Have you tried to clear your computer's cache and cookies? Click here to view instructions
- It's important to see if the problem is related to your device / computer before contacting us.
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Flush the DNS on your local machine
Most operating systems and DNS clients will automatically cache IP Addresses and other DNS results, this is done in order to speed up subsequent requests to the same hostname. Sometimes bad results will be cached and therefore need to be cleared from the cache in order for you to communicate with the host correctly. All major operating systems allow you to force this process, outlined below are the common steps you will need to follow in order to flush your DNS cache.
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Internet Service Provider Cache
In the same way that your web browser has a cache of recent web pages, your Internet Service Provider (ISP) may be doing some caching on your behalf. In some (rare) cases, even though you are using shift-refresh to get new data from a webpage, the pages still seem to be old. This may be because your Internet Service Provider also has a cache and their cache may not be set up quite right, and they are not downloading the latest web pages.
- When you encounter this problem you will have to communicatie with your ISP to fix this problem
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Getting Support
If you have been unable to resolve the issue by following the above steps, please do open a support ticket so that we may assist you.
When contacting us, it is extremely helpful if you can provide as much information as possible;
- Time / date / nature of the error
- What you have tried to resolve it
- Provide the exact steps to reproducing the error
- Make a screenshot of any error messages you are seeing
- Provide us with your IP address so that we can set up a trace http://www.whatsmyip.org/
- Who your ISP is (i.e. who do you pay your broadband bill to?)