My Aunt can't see site...don't understand why, please help!!!

[ctf20]

I just built a site (about my niece&nephew) and my aunt can not see it, she just gets IE's page can't be displayed.....Everyone else can see it. Her internet works fine otherwise.

Does anyone know what this could be??? She has two other computers in the house and they can't see it either! She called her ISP (charter), and the lady had her turn off her security suite, and she still couldn't see it. The lady said that she could see it fine so didn't know what the problem was. Really want her to see this site!!! It's not giving anykind of error, just the 'page can not be displayed' page.

any suggestions?? someone mentioned pinging, but then they said, they tried to ping it and it is only giving timeouts, even though they can see the site fine. that maybe my hosting has disabled ping response? i don't know much about that stuff.

can someone please help!? it's a joomla site, not that that should matter.

thanks!

 

[skrilla]

What is the URL?

 

[pstylesss]

Have her flush her dns and see if that helps.

EDIT: Can she ping the IP of the website?

 

[jameswhite1979]

try to view with another browser Opera or Firefox see if it is IE or network connection

 

[ctf20]

the site is http://www.taylorandnoah.com

if someone could give me very detailed instructions on how to tell her to ping the website (so i could just email her what you say)

how do you flush the dns??

i've told her to download firefox and try it, not sure if she's done it yet.

 

[thirtythree]

Originally posted by: ctf20
the site is http://www.taylorandnoah.com

if someone could give me very detailed instructions on how to tell her to ping the website (so i could just email her what you say)

how do you flush the dns??

i've told her to download firefox and try it, not sure if she's done it yet.

Start > Run > cmd > ping 67.15.211.3

Also in cmd > ipconfig /flushdns

 

[ctf20]

what exactly does flushing the dns do?

 

[thirtythree]

Originally posted by: ctf20
what exactly does flushing the dns do?

I don't know either. I just know how to do it

But I found this on Google:

Most DNS clients cache the results of name resolution requests. This speeds up name resolution if multiple lookups are done to the same address, such as is common when browsing the web.

Sometimes a bad DNS entry will be cached and you will need to either flush the DNS cache to get rid of it, or wait up to 24 hours for it to be dropped from the cache automatically.

 

[ctf20]

i don't know if this makes a difference or not....but she has never been able to see the site....the site has been up about a month. - on any computer in their house...

 

[bendixG15]

Longshot .... What version of IE idoes she have ??

 

[ctf20]

don't know, i'll check....why?

 

[MadAmos]

well it works for me withe opera 9.1, firefox 1.5.xxx, firefox 2.0.xxx and IE7 perfectly. is there may be a firewall or other setting blocking it with more infor on the system and what apps she has it will be easier to suggest a way to correct this.

 

[ctf20]

would it do any good if i had her computer brought to my house....(she lives a long way from me, but my sister is coming here from there so she could bring it).....would the pinging do any good if it's from my house? different isp and all? at least i could check the ie settings, and firefox and all.......but still would have questions about the other 2 computers in the house not being able to see it.

 

[ctf20]

when i did a tracert of the ip i kept getting timeouts? on my computer that can see the site - what does that mean?

 

[MadAmos]

I tried from my system ping was 64 ms and tracrt worked well 11 stepsno timeouts here.

Originally posted by: ctf20
when i did a tracert of the ip i kept getting timeouts? on my computer that can see the site - what does that mean?

 

[stealth2009]

I can access the site. It is a blog site. The problem seems to be from her end. Just curious. Can she just let try opening that via a free proxy site?

--------------------
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[rhatsaruck]

If your aunt runs Windows XP you could use Remote Assistance to take over her computer and noodle around from there.

 

[ctf20]

Here is what she got when she pinged it - (oh and she went to her neighbors house, and her neighbor couldn't see it either!! what could that mean?? no one else has had trouble!!) .... here's her ping responses...


Microsoft Windows XP [Version 5.1.2600]
(C) Copyright 1985-2001 Microsoft Corp.

C:\Documents and Settings\Owner>ping 67.15.211.3

Pinging 67.15.211.3 with 32 bytes of data:

Reply from 67.15.211.3: bytes=32 time=44ms TTL=49
Reply from 67.15.211.3: bytes=32 time=33ms TTL=49
Reply from 67.15.211.3: bytes=32 time=33ms TTL=49
Reply from 67.15.211.3: bytes=32 time=33ms TTL=49

Ping statistics for 67.15.211.3:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 33ms, Maximum = 44ms, Average = 35ms

C:\Documents and Settings\Owner>ping www.taylorandnoah.com

Pinging taylorandnoah.com [67.15.211.3] with 32 bytes of data:

Reply from 67.15.211.3: bytes=32 time=32ms TTL=49
Reply from 67.15.211.3: bytes=32 time=33ms TTL=49
Reply from 67.15.211.3: bytes=32 time=33ms TTL=49
Reply from 67.15.211.3: bytes=32 time=31ms TTL=49

Ping statistics for 67.15.211.3:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 31ms, Maximum = 33ms, Average = 32ms

C:\Documents and Settings\Owner>tracert 67.15.211.3

Tracing route to serv01.siteground165.com [67.15.211.3]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.2.1
2 7 ms 7 ms 8 ms 10.143.192.1
3 10 ms 8 ms 11 ms cr1srp1-0ldsal.lds.al.charter.com
[24.177.176.97
]
4 10 ms 12 ms 9 ms er1ge2-1ldsal.lds.al.charter.com
[24.177.177.49]

5 13 ms 15 ms 13 ms 12.118.120.9
6 17 ms 15 ms 16 ms tbr1-p012201.attga.ip.att.net [12.123.20.178]
7 16 ms 15 ms 16 ms ggr2-ge10.attga.ip.att.net [12.122.81.97]
8 17 ms 29 ms 16 ms 192.205.33.38
9 15 ms 15 ms 16 ms so-0-0-0.mpr1.atl6.us.above.net [64.125.27.49]
10 29 ms 30 ms 27 ms so-3-3-0.mpr2.iah1.us.above.net [64.125.29.66]
11 30 ms 29 ms 27 ms so0-0-0.mpr3.iah1.us.above.net [64.125.26.13]
12 38 ms 33 ms 33 ms
t289.216-200-251-162.iah1.us.above.net [216.200.
251.162]
13 38 ms 38 ms 39 ms gphou-66-98-241-27.ev1servers.net
[66.98.241.27]

14 34 ms 34 ms 34 ms 66.98.240.106
15 33 ms 32 ms 38 ms serv01.siteground165.com [67.15.211.3]

Trace complete.

 

[Slikkster]

You should post a message on the SiteGround forum. That appears to be the hosting service you use. I saw someone who had a similar problem to yours, with the difference being everyone else could see his website, but HE couldn't.

It turned out that SiteGround had banned IP addresses from a particular Internet Service Provider (ISP), meaning those people would never get to see the site. Apparently, there have been "Denial of Service attacks" at Siteground, which has caused them to restrict access from certain IP ranges.

It appears your aunt is using Charter.com as an ISP. I would check with Siteground and see if there's any problem accessing from Charter IP addresses.

http://forum.siteground.com/index.php?

Also, I can see from your Aunt's "tracert" that she's using a router, based upon her IP address in the trace. The first "hop" is 192.168.2.1. That's a "non-routable" address used by routers for networks.

If she knows what her router is (physically), I would have her unplug the power to it for about 30 seconds, and then plug it back in and let it reestablish its connection to the cable modem. Tell her it will take a couple of minutes to resync with the cable modem, so not to freak out if she can't access ANY site, lol. Then, try to access that site again.

 

[ctf20]

i had her unplug the router and just plug the modem into the computer...that didn't work. i think i told her to try and shutdown the modem and router for a minute and then plug it back up...that didn't work. but if she plugged the modem straight into the computer, and it still didn't work, then it's not the router is it?

 

[Slikkster]

In order for her to truly test whether it's the router, she needs to power DOWN the cable modem, router and PC and follow the steps below in order.

1. Now, with all powered down, disconnect the router-to-cable modem cable. Disconnect the router-to-pc cable. Don't re-attach any of the cables yet.

2. Now, power the cable modem back on. Give it about three minutes or so to fully reboot itself and reestablish a connection to the ISP.

3. Once that is done, reconnect the cable from the cable modem directly to the pc. Remember, the pc is still OFF at this point. The router is OFF and is not part of the connection setup at this point.

4. Now, restart the pc. The pc will get a new (and different) IP address and DNS server info from the cable modem.

5. Try the site.

If this doesn't help, do these steps over, but re-attach the router in the process so it's setup as it was before. In other words, if the steps above didn't help your Aunt, you want to get her back to her normal setup WITH the router. So, follow these steps to do that:

1. Power down PC and cable modem.

2. Disconnect cable from cable modem to PC.

3. Restart cable modem. Give it three minutes or so to fully resync with the ISP. PC is still OFF at this point.

4. Connect the router to the cable modem. Turn the router ON and give it about three minutes to fully sync with the cable modem.

5. Attach the PC to the router (PC should still be OFF during this entire process up until now). Restart the PC.

You can see if it makes any difference, but at least the setup (with router in the mix) will be back to normal and the troubleshooting can be started elsewhere.

 

[Alopez777]

ctf20,

I think your aunt needs a set of $10 CVS reading glasses... LOL....

On a serious note. Reformat her harddrive... No just kidding...

Seriously, I think 'Slikkster's' comments are probably whats going on here:

"It appears your aunt is using Charter.com as an ISP. I would check with Siteground and see if there's any problem accessing from Charter IP addresses"


BUT, more importantly being that your aunts neighbor has the same problem accessing the site are they sharing the cable connection via wireless router? cause thats a NO.. NO...

LOL... )

Actually your aunts neighbor uses the same cable provider and neighbor has the same issue... problem is 1 of 2:

> Cable provider has blocked "siteground" website access

or

> Siteground has blocked certain IP addresses that cable provider uses to access the internet.

good luck

alan


http://www.taylorandnoah.com

 

[marulee]

Try setting a static DNS: Specify DNS
i. for preferred DNS server use 4.2.2.2
ii. for the secondary DNS server use 4.2.2.3

 

[Slikkster]

Originally posted by: marulee
Try setting a static DNS: Specify DNS
i. for preferred DNS server use 4.2.2.2
ii. for the secondary DNS server use 4.2.2.3

I can see the mertis of that, but now you're talking about getting into either the router config or XP's network config. Not sure what her Aunt's skill set is to start mucking about with IP configs, particularly on the router!

 

[ctf20]

I gave siteground her IP Address, and they say it's not anything they are blocking

they say it's local connectivity or the isp....i'm getting nowhere here!

they say i should try http://the-cloak.com/ - what is that?