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CUSTOMER SUPPORT
Tools
Test your Internet connection.
I can't reach some places, what does that mean ?
Use this procedure test your internet connection and to interpret the
results of your test. This information applies to anything that tries to reach another computer
using Internet Protocol (IP). Connecting with IP includes a web browser, FTP,
ping, and tracert.
Not all computers perform all possible Internet functions. If you are not
getting through to one particular destination, it may be that the destination
does not support what you are trying to do. If it is a web site that you want to
reach, the browser should work. If you are trying to reach your FTP site, then a
browser or FTP should work. Not all computers will respond to ping and tracert.
YOUR COMPUTER
You can get important information if you try to ping your own computer.
You can use your IP address if you know it, or you can try to ping the address 127.0.0.1
(that is a special address that is used to contact your own computer).
COMPUTERS ON YOUR LOCAL NETWORK
See if you can reach other computers on your own LOCAL network.
REMOTE COMPUTERS ON THE INTERNET
The following tables try to explain how to interpret the result of three
tests. The three tests are:
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Can you reach your computer.
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Can you reach other computers on your local network (if you have a local
network).
-
Can you reach the desired destination computer on the Internet.
Your computer: NO
Your network: NO
Remote on Internet: NO
Your computer is probably not configured correctly for basic networking.
Your computer: YES
Your network: NO
Remote on Internet: NO
If you can reach your own computer (127.0.0.1), then your computer is probably
at least configured for networking, but the connection to your computer is not working. This
could be the modem or the network card/cable/hub/etc.
Your computer: YES
Your network: Some but not all.
Remote on Internet: NO
If you can reach some of the computers on your local network, then your
connection is at least partially working. There may be a problem in your local
network, or there may be a problem in your computer networking configuration.
Your computer: YES
Your network: YES
Remote on Internet: NO
It could be that names do not work but number do work. Try to browse or ping the
name ns1.iperform.net and
try to browse or ping the number 65.241.4.6
. If the number works, but the name does not work; you are getting out to the
Internet, but your computer is not handling names correctly. Contact your
service provider.
If both names and numbers do not work, your internet connection is not working. This could be the modem, phone line,
DSL modem, DSL line, router, or whatever type of device and line you have going
out to the Internet.
Your computer: YES
Your network: YES
Remote on Internet: Some but not all.
Your computer is probably OK. Sometimes problems occur on the Internet that
cause blockages or slowdowns. Your service provider may be down for some reason.
These problems usually are cleared up in an hour. Try again every 15 min for an
hour. If the problem persists, try calling you service provider to see if they
are having a problem. Try checking our Support home page,
under tools, Internet Health Report, to see if many areas of the Internet are
slow right now.
Your computer: YES
Your network: YES
Remote on Internet: Everything but the one I want.
There is probably something wrong at the destination computer. The computer, the
local network at that end, or the connection at that end could be down. Try
again every 15 min, or call the destination to see if they know of the problem.
Note: Not all remote computers are going to respond to all requests. Some
computers do not respond to ping requests. The remote may not be configured for
the service that you are requesting, for example, not all computers will respond
to your web browser.
Your computer: YES
Your network: YES
Remote on Internet: YES
Smile!
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