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    Unable to access website

    This is a discussion on Unable to access website within the Sky Broadband help forums, part of the Sky Broadband help and support category; I'm currently unable to access my work website to check my webmail. I have no idea what's causing this. I ...

    1. #1
      barryjohnsmith's Avatar
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      Unable to access website

      I'm currently unable to access my work website to check my webmail. I have no idea what's causing this. I don't think it's a router/ISP problem as the site working fine on my laptop (wireless). Basically both IE and Mozilla are giving me standard error messages and the login pages just don't appear. It seems strange as I have no problems whatsoever with any other website.

      Any ideas?

      Cheers.


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    3. #2
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      Re: Unable to access website

      If you can open the command prompt via start > all programs > right click and run as admin on the command prompt. Ping the website you're trying to visit by typing 'ping www.*.com'

      * being the URL obviously.

      If it returns 0% loss then it's perhaps security software on the computer affecting the connection. Also type into the cmd 'tracert www.*.com' and post up the results.

    4. #3
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      Re: Unable to access website

      Ping was at 100% loss. Tracert results as follows:

      1 2 ms 1 ms 1 ms myrouter.home [192.168.0.1]
      2 29 ms 37 ms 30 ms cr1.empinxt.uk.easynet.net [87.87.254.76]
      3 27 ms 24 ms 25 ms 87.87.139.193
      4 57 ms 30 ms 29 ms be2.er11.thlon.ov.easynet.net [195.66.224.43
      5 59 ms 30 ms 30 ms linx-gw1.ja.net [195.66.224.15]
      6 29 ms 30 ms 29 ms ae1.lond-sbr4.ja.net [146.97.35.181]
      7 29 ms 31 ms 107 ms so-6-0-0.lond-sbr1.ja.net [146.97.33.153]
      8 83 ms 33 ms 31 ms EMMAN-N2.site.ja.net [146.97.42.54]
      9 34 ms 33 ms 34 ms ntu1-gw-v313.emman.net [195.195.228.86]
      10 34 ms 34 ms 33 ms ntu1-gw-gi3-1-r.emman.net [194.82.121.90]
      Thereafter it has timed out.

      The IT guys in work think it has something to do with my Norton definitions - I tried uninstalling Norton but still couldn't access it. The site I am trying to access is https://ntuanywhere.ntu.ac.uk/

      Cheers.

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      Re: Unable to access website

      Strange....

      Works for me fine.




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      Re: Unable to access website

      Quote Originally Posted by barryjohnsmith View Post
      Ping was at 100% loss. Tracert results as follows:

      1 2 ms 1 ms 1 ms myrouter.home [192.168.0.1]
      2 29 ms 37 ms 30 ms cr1.empinxt.uk.easynet.net [87.87.254.76]
      3 27 ms 24 ms 25 ms 87.87.139.193
      4 57 ms 30 ms 29 ms be2.er11.thlon.ov.easynet.net [195.66.224.43
      5 59 ms 30 ms 30 ms linx-gw1.ja.net [195.66.224.15]
      6 29 ms 30 ms 29 ms ae1.lond-sbr4.ja.net [146.97.35.181]
      7 29 ms 31 ms 107 ms so-6-0-0.lond-sbr1.ja.net [146.97.33.153]
      8 83 ms 33 ms 31 ms EMMAN-N2.site.ja.net [146.97.42.54]
      9 34 ms 33 ms 34 ms ntu1-gw-v313.emman.net [195.195.228.86]
      10 34 ms 34 ms 33 ms ntu1-gw-gi3-1-r.emman.net [194.82.121.90]
      Thereafter it has timed out.

      The IT guys in work think it has something to do with my Norton definitions - I tried uninstalling Norton but still couldn't access it. The site I am trying to access is https://ntuanywhere.ntu.ac.uk/

      Cheers.
      You suggested you're having no problems on any other sites also, right? Strange one indeed - if it 0% loss then usually it's the security software such as norton as you suggested but 100% loss is a bit different. Can you confirm you completely removed norton via the norton removal tool here - Removal tool

      If you've ran the removal tool and still having issues then try pinging '152.71.1.105'. I'll assume it's going to be 100% loss again, but also try browse that IP address and see if any luck.

    7. #6
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      Re: Unable to access website

      Yeah, it's doing my head in! We have two laptops at home and I have no trouble with either of them...

    8. #7
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      Re: Unable to access website

      I'll bump this up as we both replied at the same time incase you missed my post.

    9. #8
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      Re: Unable to access website

      Cheers.

      Interesting one this! Ping was 100% loss. However, tried the number, and at first got a page saying 'certificate applies to another address, do you want to continue'. I click yes, and hey presto - I'm in!

      That gets me into my webmail, which is great. But there is another login page for the 'enhanced' version of the site that allows a VPN connection. I accessed this using the numerical address - https://152.71.1.105/dana-na/auth/url_5/welcome.cgi. It accepts my login, but then turns me away (tells me my security is inadequate after I sign in). This problem arose at the start of the week - then by this morning I couldn't view either the basic (webmail) or enhanced (VPN) login pages at all. Now at least I can login to access my webmail (which means I can work from home tomorrow!), but the VPN is still refusing to run and tells me my security is inadequate. This is why the IT guys at work think the whole issue relates to Norton and they have asked for the name of the virus signature file within the Norton directory structure whose timestamp is updated regularly. Can anyone tell me how to locate this? Thanks.

    10. #9
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      Re: Unable to access website

      I'm not too sure on the norton question there, so I'll let someone else chime in tomorrow on that, but it could be worth checking out firefox's security certificate bit:

      On firefox, if you go to tools > options > advanced > encryption tab

      If you view the certificate in there by going to 'view certificates' and then the 'servers' tab. You should see the ntu certificate there. Try removing it and then adding an exception yourself for the URL you provided. Just going out on a limb on that one to be honest with you, but if no joy then I'd definitely look into completely removing norton via the norton removal tool.

    11. #10
      barryjohnsmith's Avatar
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      Re: Unable to access website

      Just to let you know, have taken off Norton using the tool and put on Avast instead. And, hey presto! I'm in... happy days.

      Still can only get to the login page through a numerical IP, but at least I can get there. Thanks for your help!

     

     
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