I can't access my website

If you are having difficulty accessing your website, this can be due to a number of issues - please check through these before contacting us;


Basic first checks;

  1. Check that you have typed in your website address correctly into the browser address bar.  e.g. http://www.example.com
  2. 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.
  3. If you have more than one web browser on your machine, e.g. Chrome and Firefox or Internet Explorer, are you able to use a secondary browser to access the website?
  4. Have you checked your Internet Service Provider's status page to see if they have any service reports?
  5. Check our status page to see if any service outages have been reported.


Secondary checks;

  1. Check to see if the website in question is up for everyone else: Down Detector (do a search)
  2. Are you able to "ping" your website from e.g. this site: http://tools.pingdom.com/ping/
  3. Also try to follow these steps: http://www.purpledogdesign.com/clients/knowledgebase/106/Ping-and-traceroute-tests.html
  4. Can you visit the site from a proxy page (someone else's virtual computer), such as this one: http://kproxy.com/
  5. Are you able to log into your website's cPanel (control panel) - see how to do that
  6. Have you tried to access your website via your mobile phone network (e.g. different from your wifi broadband)
  7. If you are on mobile data, have you checked to see that data roaming is enabled?


Troubleshooting Steps;

If you are able to browse to your website using the above steps, this would indicate that the issue is not at all with your website or the server, but something local to you.  

In which case, please try the following steps that might help to "clear the cache" - the cache are stored records and sometimes they can get stale or go bad and need refreshing.


1. Clearing your browser's cache / cookies


2. 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 or old 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.


3. Restart your modem

Sometimes your Router (also called a modem or just "the box on the wall") gets stuck with old or out-dated internet records (the cache again!).  The easiest way to see if this is the issue is to do a restart that might clear out the old information in the cache.  

  • Find your router's power button, or the switch at the wall
  • Turn off the router's power and wait 10 seconds, then turn it back on
  • Wait for your network to come back up and then try to navigate to the website again


4. Contact Internet Service Provider

In the same way that your web browser and router 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 refresh to get new data from a webpage, the pages still seem to be old. This may be because your Internet Service Provider has not set up their cache to clear regularly enough - or if there is a problem.   In this case, their hardware might not be serving the latest web pages.

  • When you encounter this problem you will have to communicate with your ISP to fix this problem
  • Tell them that you think their cache is stuck
  • See if they can provide an explanation


5. Contact Computer / IT Support

If you have tried all of the above and are unable to find the issue - or you discover an issue with your computer hardware, please contact your IT company for support.  If you do not have an IT company, we recommend that you contact Briin at Waiheke Techs.

  • When you encounter this problem you will have to communicate with your ISP to fix this problem
  • Tell them that you think their cache is stuck
  • See if they can provide an explanation


Getting Further Purple Dog 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?)
  • down, offline, not loading, problem, slow, website down, can't load website
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