This page includes ways to help us to identify the cause of any hosting problems.
Please read through and provide as much of this information as possible – thank you.
One of the first things to do is reboot your computer and your router then try again. Do try this, I know it sounds like a cop-out but 95% of the time it works – truly (for us too).
Error messages will often tell us what and/or where the problem is – please include these in full when getting in touch.
If you cannot send nor receive emails:
1. Let us know the IP address of the computer/device from which you have problems – you can get this at http://www.whatismyip.com/.
It will be worth rebooting your computer and router, to clear anything that is holding on to a problem connection. When you do this your IP is likely to change to a fresh one.
2. Flush your DNS cache.
Windows® XP, 2000, Vista® or 7
1. Open the Start menu.
2. Go to Run.
* If you do not see the Run command in Vista, search for “run” in the Search bar.
3. In the Run text box, type: ipconfig /flushdns
4. Press Enter or Return, and your cache will be flushed.
5. Restart your web browser.
MacOS®
1. Go to Applications.
2. Go to Utilities.
3. Open the Terminal application.
4. Type: dscacheutil -flushcache
5. Press Enter or Return, and your cache will be flushed.
6. Restart your web browser.
3. Can you connect to your webmail? This will be at www.yourdomain.com/webmail and then entering your full email address and password.
4. Let us know the IP address you get if you ping your mailserver – this will be mail.yourdomain.co.uk
In Windows, select Start > Programs > Accessories > Command Prompt. This will give you a window like the one below.
Enter the word ping, followed by a space, then mail.yourdomainname.co.uk or mail.yourdomain.com (please replace “yourdomainname.co.uk” with your own domain, for instance this website’s domain is barbarasaul.com).
If the results show a series of replies, the connection is working. Copy and send this to us within the contact form below.
If you get a “timed out” error instead of a reply, there is a breakdown somewhere between your computer and the domain. In this case the next step is to perform a traceroute.
In the command prompt enter the word tracert, followed by a space, then the domain name.
Copy that information to us in the contact form below and we can investigate further.
How to use the contact form below – please note that we need all information in order to help you:
[si-contact-form form=’1′]