Can't Connect to a Web Site

If you're having trouble connecting to a particular web site, make sure the URL (web address) is correct—that nothing is misspelled and that there are no spaces. Are you getting an error message? Sometimes the web site is being updated and is unable to display anything at that time. This does not mean you cannot surf to other web sites. Try another site, such as, to test your Internet connection.

To learn why you can't get to a particular web site, you can run a "trace route" to the web site to pinpoint the trouble spot. If you are using a Windows operating system, you can run a trace route by doing the following:

  1. Click Start > Run.
  2. Type in cmd and click OK.
  3. At the prompt, type in tracert (using the address of the web site you are trying to reach) and press Enter/Return on your keyboard.
  4. Take note at which "hop" or IP address you receive timeout errors or no responses. Later you can type exit at the prompt and press Enter/Return to exit this window.
  5. Go to
  6. Type the IP address you recorded in the Whois Database Search box and click Submit. This should tell you where the breakdown might be occurring. The WhoIs web site results may include contact information for the site. If you send a copy of the trace route you ran to the site owner, they may be interested in what you found.

Still need help? Call 1.800.239.4430 or Live Chat

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