This page includes ways to help us to identify the cause of any hosting problems. Please look through and provide as much of this information as possible – thank you.
One of the first things to do is reboot your computer and your router then try again. Do try this, I know it sounds like a cop out but 95% of the time it works – truly (for us too).
Error messages you get are hugely important – some of them do tell us where the problem is.
Email not connecting
1. Let us know the IP address of the computer/device from which you have problems – you can get this at http://www.whatismyip.com/.
It will be worth rebooting your computer and router, to clear anything that is holding on to a problem connection. When you do this your IP is likely to change to a fresh one.
2. Flush your DNS cache.
Windows 8 / Windows 8.1
- Ensure that you’re on the Windows 8 Start Screen.
- Simply type cmd and the Windows search bar will appear on the right hand side with search results.
- Right click on Command Prompt and click Run as administrator .
- Type in the command ipconfig /flushdns.
Windows® XP, 2000, Vista® or 7
1. Open the Start menu.
2. Go to Run.
* If you do not see the Run command in Vista, search for “run” in the Search bar.
3. In the Run text box, type: ipconfig /flushdns
4. Press Enter or Return, and your cache will be flushed.
5. Restart your web browser.
1. Go to Applications.
2. Go to Utilities.
3. Open the Terminal application.
4. Type: dscacheutil -flushcache
5. Press Enter or Return, and your cache will be flushed.
6. Restart your web browser.
3. Can you connect to your webmail? This will be at www.yourdomain.com/webmail and then entering your full email address and password.
4. Let us know the IP address you get if you ping your mailserver – this will be mail.yourdomain.co.uk
In Windows, select Start > Programs > Accessories > Command Prompt. This will give you a window like the one below.
Enter the word ping, followed by a space, then mail.yourdomainname.co.uk or mail.yourdomain.com
If the results show a series of replies, the connection is working. Send us what you get.
If you get 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 traceroute.
In the command prompt enter the word tracert, followed by a space, then the domain name.
Copy that information to us using the Contact page form if necessary.