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Post by johnjsgems on Apr 1, 2012 20:40:19 GMT -5
HELP!!! My web host recently redid their control panel and that whole day I couldn't log in to the control panel to check my web mail. I also couldn't open my website. I contacted their customer service and they advised me to clear the cache and cookies. I did this and could then get into their new control panel. I still can't open my website although I have no problem opening any others. They insist they can open it with no problem so it is on my end. I did get web orders so apparently others can get in. No amount of whining on my part gets anymore bright ideas from them on what I need to do. When I try to open it I get a timed out message. The last thing they asked was if I use Verizon and I do through a wireless MIFI but now they just answer it is my problem basically. The only other thing I've tried is clearing all history and doing a system restore to before the control panel changed.
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Post by chad on Apr 1, 2012 21:54:08 GMT -5
First guesses to try troubleshooting
Browser issue? -Try a different browser -Try browser private mode (disables addons, cookies, etc)
IP address issue? -try a different Internet connection (phone, library, etc) -maybe the admin panel/website is locked to certain IP addresses for security? You'd probably know if this was the case as it would be set intentionally, but it's possible -can you view the site on your computer through a proxy such as hidemyass.com?
Open a command prompt and type "tracert jsgemslapidary.com" (omit quotes) - what is the result? Does it make it all the way to the destination or do you get asterisks and timeouts at some point on the way? This particular step will help figure out if it's an issue with your ISP.
It's also possible that if they'd done some other upgrades or work on their servers that it changed something in the DNS for your site (basically the phonebook of the web). If something with that changed, it can take up to a day for the changes to update on all the various DNS servers on the web, which can be a possible culprit as to why others can access it and you can't. If the results of your tracert are inconclusive you might ask your host support to tell you the actual IP address of your site. If you can access it with that (will be numbers like 123.456.7.890 or some similar pattern) then its likely just a DNS issue and may resolve itself.
That's all that comes to mind as first steps, the results should help narrow down the next guesses... Kind of hard to guess what it might be right off the bat since there's so many possibilities.
Just an FYI for what it's worth... The site comes up for me
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rattlehead
starting to spend too much on rocks
MI Rocks
Member since December 2010
Posts: 213
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Post by rattlehead on Apr 1, 2012 21:57:34 GMT -5
I had a similar instance one time. I had forgotten my password and after several login attempts the server blocked my IP. Tech support finally figured it out and were able to delete my static ip from the blocked list. Maybe your ip got on the block list ( forgot what tech support called it exactly) somehow. Might be worth a shot to ask your host tech support. Apparently it was a server safeguard that didn't work in my favor.
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Post by johnjsgems on Apr 2, 2012 8:27:24 GMT -5
Thanks to both of you. I tried a different browser with no luck. I disabled add-ons too. I tried typing in the tracert thing and this forum post came up. I was able to open the site using hidemyass.com proxy. I don't think it is a password issue as I don't use a password. I use Firefox and the url is saved in my favorites. Trying a google search had same results.
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LarryS
freely admits to licking rocks
SoCal desert rats
Member since August 2010
Posts: 781
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Post by LarryS on Apr 2, 2012 8:44:36 GMT -5
Hey John,
I had the exact same issues with my host a few months ago. Site went down over the weekend and couldn't log in. Weekend tech told me it was my problem. After countless hours going through the IP address thing and everything else, I gave up until Monday morning. It's magic, it started working again. Problem? The idiot that works the weekend shift. Hang in there and see what happens today.
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Post by johnjsgems on Apr 2, 2012 9:33:04 GMT -5
They made there change on the 29th. I've had the problem since then.
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Don
Cave Dweller
He wants you too, Malachi.
Member since December 2009
Posts: 2,616
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Post by Don on Apr 2, 2012 9:41:25 GMT -5
Try this:
To flush DNS cache in Microsoft Windows (Win XP, Win ME, Win 2000):-
- Start -> Run -> type cmd - in command prompt, type ipconfig /flushdns - Done! You Window DNS cache has just been flush.
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Post by chad on Apr 2, 2012 12:05:50 GMT -5
Sorry John, I wasn't clear about the tracert. You'll want to type it into the command prompt, not your browser.
Hit start button, run, type "cmd" It'll bring up a window with a black background and white text. Type "tracert jsgemslapidary.com" (no quotes) and hit enter. When it finishes take a screenshot. Won't take too long, maybe a minute on the slow end.
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Post by mohs on Apr 2, 2012 12:52:58 GMT -5
Good advice above here's what the window will look like that you'll type the command into I would think you'd have to change the directory to just a C:\ prompt to use the tracert command pretty simple --if that's the case type chdir C:\ its so easy-- yet complicated good luck John it'll correct itself
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Post by johnjsgems on Apr 2, 2012 13:52:10 GMT -5
Thanks but you folks are not giving me credit for being as dumb as I am. I have Windows 7 if that matters. Where is the start button? Seriously, pretend you are teaching a backwards toddler.
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grayfingers
Cave Dweller
Member since November 2007
Posts: 4,575
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Post by grayfingers on Apr 2, 2012 15:06:45 GMT -5
John, I have XP, bit I think the start button in 7 is a windows icon that looks like this; bottom left of screen I think the run command is different too, From Ms: "To add the Run command to the Start menu" Open Taskbar and Start Menu Properties by clicking the Start button Picture of the Start button, clicking Control Panel, clicking Appearance and Personalization, and then clicking Taskbar and Start Menu. Click the Start Menu tab, and then click Customize. In the list of Start menu options, select the Run command check box, and then click OK. The Run command will be displayed on the right side of the Start menu. Tip You can also access the Run command by pressing the Windows logo key Picture of the Windows logo key+R. Bill
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Post by helens on Apr 2, 2012 15:09:10 GMT -5
John... you need to try to clear all your cookies and temp files first thing.
To do this, click: Start (blue button located at the bottom left corner with the Window logo)> All Programs > Accessories > System Tools > Disk Cleanup
It will run by itself and see how many junk files you have. Warning: doing this will delete ALL your cookies! That means that most passwords that you have saved (including forums) will get wiped too, so write any down that are autosaved before you run it.
It will pull up a bunch of check boxes, and how many bytes it will delete (usually lots and lots). Before you do it, there's a thing at the bottom you can read that says: "How does Disk Cleanup work?" Read that first if it makes you feel better:).
Those check boxes will NOT delete any of your files, just Temp Files from your computer (to speed up loading). Those Temp files may be what's causing your problem. But if it's not, it will simply make your computer run faster (you should do this fairly regularly for computer maintenance anyway).
Second thing... make SURE you have your user name and password typed in properly in the CP login. Most CPs require a combo of letters, numbers AND caps. If you get ONE of these off... say you put in a - in your password, it's not going to go. To ensure that you have the right password and account, click the 'lost password' button, and have them email you a reset. If you DO NOT GET THAT EMAIL, then you are typing in your User Name/Account wrong, or their mailer is broken (at which point you have something else to complain to them about).
Reset your password, then log in.
If that doesn't work, then you need to CALL your host and howl. Ask them to walk you through it, telling them everything you did. If they can't be bothered, it's time to look for a new host for your site, that's crap. There is EXTREME competition in hosting spaces right now, so this is inexcuseable (and I'll bet you I can find you a cheaper host, with 24 hour phone and/online chat support, if they won't resolve this).
The guys are asking you to ping your site above... but your CP is located where your website is, it's not going to be somewhere else, or on a different server. This will simply tell you how fast your internet is accessing that site... but if you can OPEN the site (jsgemslapidary.com), then that's how fast you should be able to get to the CP panel.
If you can OPEN your website yourself, then that is NOT the problem. When I click on your website link, it's FAST... SUPER fast loading speed. That means your site is just fine. That means your CP panel is just fine. That means either THEY did something (reset your password without telling you - reset it back) or it's one of the things I listed above (you forgot your username or password). The fact that you can get online means your internet works. The fact that you can see your website means your hosting is working.
There is one remote possibility left... there's a firewall issue... OR you have some kind of virus, that because you are going (or should be going) to a HTTPS secured site, will not let you go there, because it can't keylog you. So while you are thinking about it, update your virus checker, AND your mailware (for backup, download MalwareBytes Anti-Malware and RUN it. That one is the industry standard and has been for a decade. For anti-virus, you can use Kaspersky's online virus checker. If you need more info on this stuff, just let me know).
I may be a mechanical dunce, but I'm a bit of a tech geek:). While it's evolved a lot, there's far fewer 'moving parts' online than you'd think.
This problem is in order of probability: 1. your webhost is retarded. 2. you forgot your pass/username. (RESET the password by clicking "I lost my password' on the login 3. you have a virus or keylogger on your system.
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Don
Cave Dweller
He wants you too, Malachi.
Member since December 2009
Posts: 2,616
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Post by Don on Apr 2, 2012 15:20:09 GMT -5
It could be that the DNS for his webhost changed along with the control panel upgrade and his ISP hasn't refreshed their dns list so is still using the old address for the site. Might also explain why he can access it though a proxy server.
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Post by mohs on Apr 2, 2012 15:33:54 GMT -5
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Post by helens on Apr 2, 2012 16:13:20 GMT -5
Don, that's an idea...
Who hosts your DOMAIN NAME, John? Did you buy the domain "jsgemslapidary.com' from your current host?
If not, you may need to log into your domain registrar and change the 'NAME SERVER" to your current host. It should say something like this: NS1hostname.com and NS2hostname.com . Your HOST should be able to tell you if it's been changed... ask them if the NAME SERVER has been changed at all when you call, and if so, how you would go about changing it (assuming they are your domain name registrar too).
Ed... there's a blank box that you type 'cmd' into right below the All Programs to access DOS directly in Windows7.... a RUN command would be redundant (you can also do msconfig from there as well).
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Post by johnjsgems on Apr 3, 2012 17:11:59 GMT -5
Thanks. I have time to play this afternoon. I did the tracert and got the message "destination net unreachable". I e-mailed my host and asked about the DNS/Name Server things mentioned. Waiting for an answer. The name just renewed this week through my current host. I hate to clear cache/cookies again. My wife is still mad after losing all her passwords last week when I cleared them.
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Post by johnjsgems on Apr 3, 2012 20:15:47 GMT -5
By the way, Helen is right about the white box above the start button. Type in cmd and it opens the command page. So easy even I could do it. I did both the tracert and flushdns. Neither worked though.
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Post by Roller on Apr 3, 2012 20:24:04 GMT -5
keep calling them bumbs and get LOUD !! I hate to say this but when I shop your website the first thing I think of is hangups and waiting a really long time for the next page .. maybe time to shop around elsewhere .. will still shop there forever though because of the excellent service ! Greg
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Post by johnjsgems on Apr 3, 2012 21:23:04 GMT -5
Greg, that's a whole issue in it's self. My first website was a do it yourself thing from Copstco thast included Miva shopping cart. I managed to peck it out with my one handed, one finger typing. I had an issue with the crediot card processing and went back and forth with the host tech support. I ran into a "computer expert" at a show who said she could fix everything. She went round and round with them and suggested I switch to my current host. They supported Miva so change was supposed to be simple and nbot too costly. She redid the whole thing for a flat rate charge. When she did she used a program that shows on my admin in html so it is nearly impossible for me to make changes. The Miva is very simple for me to manage. In the meantime the host switched to a different shopping cart. Sometimes my site runs painfully slow once you go to the store (MIVA). When I complained the host said they no longer support Miva so contact them. They said it isn't them but rather the hosts integration. The shopping cart they are now pushing is supposed to work better but pecking out over 400 products is keeping me from jumping in. I need a new webmaster that can revive the whole mess at low cost and leave me a system I can manage. Generally about the time I get a lot of complaints about how slow it is it starts working better. One good thing about the lady that was helping is she ran up a bill and traded for equipment/supplies. Any applicants out there?
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Post by Roller on Apr 3, 2012 21:26:07 GMT -5
eyiiiyayayya good luck john !
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