Troubleshooting Connection Problems and Site Not Available

This page is a general tutorial for how to troubleshoot "Page Not Found", "Site Not Available" and connection errors to Neoseeker. When this happens you often see a white screen or alert screen telling you the site is not available.

Contents

[edit] Common Causes

[edit] Internet problems

Somewhere between you and Neoseeker there is a network problem.

[edit] Neoseeker problem

Neoseeker itself is intermittently not responding to you.


[edit] How to tell what the problem is

The KEY issue is determining whether it is Neoseeker or your connection. Even if you can visit OTHER sites fine it could be a network issue because the other sites are located in different geographical locations and that means the pathway the net will use to reach them will differ. Even if our servers are located in the same city as another site you visit the two sites can have different network issues.

Follow the below to help determine what the problem is. Make sure to paste the info into any threads you report to the bug reports forum.

If your traceroutes show that you have no Neoseeker connection problems it might be a connection problem to an ad server or our images server. Please refer to our Troubleshooting Slow Pages on Neoseeker guide for more information on this.

[edit] Windows Connection Troubleshooting

If you use Windows you have to drop to Command Prompt and run a traceroute.

  1. Open the Start Menu
  2. Click Run (or in Vista type "cmd" and press enter)
  3. In the command prompt type "tracert neoseeker.com" and press enter
  4. You wait for the traceroute to finish. If it looks FINE then do it a few more times. You are looking for timeouts and asterisks (*).
  5. Either take a screen shot of your traceroute or cut and paste it your forum bug report using [code][/code] tags.
    Windows command prompt tracert results.png
  6. If your tracert looks like the above no matter how many times you do it, then it means it might be a Neoseeker problem. If instead you see timeouts, and asterisks instead of latencies that means its a network isssue.
  7. Do a tracert against something like google.com to compare.
  8. Repeat the above and tracert i.neoseeker.com, please take a screenshot or cut and paste the results.

[edit] Mac/Linux Connection Troubleshooting

If you use Mac OS X or Linux based OS, you have to drop to a Terminal and run a traceroute.

  1. Go to Application, Utilities, then open Terminal (or just search for it in Spotlight)
  2. Type "traceroute neoseeker.com" and press [Enter]
  3. You wait for the traceroute to finish. If it looks FINE then do it a few more times. You are looking for timeouts and asterisks (*).
  4. Either take a screen shot of your traceroute (press Apple+Shift+4, press Space, and then using your mouse point and click on the Terminal window) or cut and paste it your forum bug report using [code][/code] tags.
    Mac Traceroute.png
  5. If your tracert looks like the above no matter how many times you do it, then it means it might be a Neoseeker problem. If instead you see timeouts, and asterisks instead of latencies that means its a network issue.
  6. Do a tracert against something like google.com to compare.

[edit] How to fill out your report

In the forum create a new thread in the bug reports forum with the following:

  1. your OS version (eg Windows XP SP2)
  2. what browser you were using
  3. your traceroute results.

ALWAYS TRY more than one browser and report your results thoroughly.

Last edited by Dynamite on 10 June 2012 at 10:11
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