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What should I do when I cannot access my email/website on My Windows PC?

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If you are not able to access your website, follow the below procedure to check.

  1. First check whether you are able to access other websites by typing the Url '(for ex: google.com)' in a different tab in your web browser.
  2. If you are unable to access any other site, then check your internet connection to ensure that it is working perfectly. Incase there is an internet failure check with your 'Internet Service Provider (ISP)' immediately to resolve the problem.
  3. Once you are sure that your internet is working fine and you are able to access all other websites excepting yours, then go to 'Start>>All Programs>>Accessories>>Command Promt' . This will give you a window like the one below.
  4. In the 'Command Prompt' type, 'ping' followed by a space and then '(your domain name)' and press 'Enter'. It should give you a result with your particular domain IP address instantly as shown below.
  5. Figure One

  6. If the results show a series of replies, the connection is working. The time shows you how fast the connection is. If you see 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 'DNS Flush'.
    Note: Your DNS cache stores the locations (IP addresses) of webservers that contain pages which you have recently viewed. If the location of the web server changes before the entry in your DNS cache updates, you will be unable to access the site. So you may need to clear your DNS cache. Once you clear your DNS cache, your computer will query nameservers for the new DNS information.
  7. To do so go to 'Start>>All Programs>>Accessories>>Command Prompt'
  8. Right-click on Command Prompt and select 'Run as Administrator'
  9. Then type 'ipconfig /flushdns' command and press 'Enter'
  10. If the command was successful, you will see the following message as shown below:
  11. Figure Two

  12. Repeat 'Point No. 3' once again and this time it should give you back the 'Reply from IP' result. However, if you see a "timed out" error instead of a reply, then you should conclude that 'Your IP must have been blocked at the gateway.'
  13. To unblock your IP address from the gateway you need to provide your IP to 'Batoi Support'. To find your IP address visit here. The page shall give you your IP address. Send the same to 'Batoi Support' to get it unblocked. Upon unblocking the IP you should be able to access your website.
  14. However, if you are still not able to access your website, then you need to do a 'traceroute test'
    Note: Traceroute is a command which can show you the path a packet of information takes from your computer to one you specify. It will list all the routers it passes through until it reaches its destination, or fails to and is discarded. It will tell you how long it takes to pass from one path to the other.
  15. To do so go to 'Start>>All Programs>>Accessories>>Command Prompt'
  16. Type 'tracert' followed by a space, then 'your domain name' and press Enter.
  17. It will give you a series of traceroot process on the screen as shown below.
  18. Figure Three

  19. You need to write these details to a file. To do so, type 'tracert (your domain name)>C:/trace-root-report.txt' in your 'Command Promt' and press 'Enter'.
  20. Upon doing so you can see a text file named 'trace-root-report.txt' already been created in the 'C:' drive of your computer.
  21. Allow the command to execute completely in the Command Promt. Upon successful execution the information will get stored in the 'trace-root-report.txt' file. Send this file to 'Batoi Support Team' for further analysis.


Updated on Oct 04, 2015

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