11-23-2009 6:28 PM
11-24-2009 12:26 PM
If you are unable to pull up or surf to a specific website (i.e. http://www.facebook.com), you may try the following troubleshooting steps:
1. Make sure that there is no other application/program running on your computer. Open your internet browser and try surfing to a different website (i.e. www.google.com, www.yahoo.com, www.cnn.com etc.).
NOTE: If you are unable to surf to any other websites, then you may be experiencing a connectivity issue.
2. If you can surf to other websites but http://www.facebook.com, try to ping the website in question.
a. Click the Start Button.
b. Click Run. Type cmd on the box. Then click the OK button.
c. In the Command Prompt window (black window), type ping website.com and hit the Enter key. (Enter the name of the website in question in place of website.com -- http://facebook.com)
Example: ping http://facebook.com
d. The ping should resolve the IP. (It is OK if the request times out.)
3. If you are unable to resolve the domain and receives a ping request could not find host error, then it may be a DNS problem. From the command prompt, type ipconfig /flushdns command to flush the DNS cache to help fix the DNS issue.
4. If your computer is on a network, attempt to surf to the website in question using an alternate computer. If none of the computers on the network can surf to the site, then it's an issue with your DSL router, otherwise there is an issue with the computer or its settings.
5. Restore all browser settings to defaults.
For Internet Explorer 7 or 8:
a. Open Internet Explorer.
b. Click on Tools --> Internet Options.
c. Go to the Advanced tab.
d. At the bottom-right hand corner there is a box that says Reset. A dialog box will appear, click on Reset.
e. Close then restart Internet Explorer.
6. Delete the Temporary Internet Files, Cookies, Browsing History, and Form Data.
a. Click Tools.
b. Click Internet Options.
c. On the General tab, under Browsing History, click the Delete button.
d. Click the Delete all... button.
e. Check the box next to "Also delete files and settings stored by add-ons." Click the Yes button.
f. Click the Apply button.
7. Configure the Security settings in Internet Explorer.
a. On the same Internet Options window, click on the Security tab.
b. Click on Restricted sites. Click the Default Level button.
c. Click the Sites button.
d. In the Web sites box, make sure that http://facebook.com is not listed. Hit Apply.
8. Configure the Advanced settings in Internet Explorer.
a. On the same Internet Options window, click on the Advanced tab.
b. Under Browsing category, uncheck "Enable Third party browser extensions."
c. Click Apply and hit the OK button.
d. Restart the computer.
9. Attempt to surf to the website http://facebook.com once the computer is ready.
10. If still unsuccessful, try surfing to the website using an alternate browser (i.e Mozilla, Chrome, Safari etc.).
11. We also recommend that you scan your system for possible viruses and spyware.
12-28-2009 12:01 PM
Having faced this problem many times the past year(2009), and using various computers with Win XP sp2 on them updated with full security and anti-malware setup on each, it never ceases to startle me how weak the connection can be at times, and how transparent the the connecting process is when working well.
While I have spent many days resolving this inability to connect inexplicably and intermittently, separate from the actual wiring and hardware breaks in service, the two solutions I use are always corrective on my various browsers run on various computer MB's and hardware, Even various software applications did not appear to vary the solutions effective here.
Two points of interest-
I have never been told by an ATT tech to try the command-line technique of "From the command prompt, type ipconfig /flushdns command to flush the DNS cache to help fix the DNS issue."
I find it here after a year of attempting a resolution efficient process. Perhaps I'll try that next time.
I can usually simply unplug the modem Ethernet line to the computer, and power down the modem as ATT techs advise. That includes unplugging the power at the modem case.
At the point the computer can be soft or hard cycled. Best approach in that is to properly shut down Windows first, then re-power up and lo-gin to Windows again.
Re-power the modem, possibly resetting the Ethernet cable prior to the modem re-accessing the 'Ethernet' light coming up, and most connection resolutions are effective at that point. At times, this must be done several times in sequence, more some days than others. and usually I am successful.
The listed settings and processes may actually be as effective, but I was never advised to perform any of the items discussed by the tech here.'Flushing the DNS cache is a curiosity only as it was not suggested within my many calls for assistance in similar lack of Internet access, not limited to Facebook site pages. Facebook has undergone much alteration of the site over this year, as are the various browsers and even Windows versions under a steady updating stream of new code and features alterations. Mal-ware itself has the WEB in motion with updating changes at all times.
My message is for the problem to be used to narrow the solution to a simple process, and the solution to be discussed here to help others.
A stats listing for this and other problems would help consumers cope in focusing on solutions and bottle-necked topic problems, but that is a matter for ATT to decide.
I'll be moving next week to a '2-Wire' networking modem from the SpeedStream 4100. Will the problem dissipate with the change, or remain on my machine and others?
As my problem is occurring while my modem shows a good Ethernet & Internet connection on the modem lights, I have to ask why Windows and ATT cannot as yet make a solution automated in a simple file add-on for trouble-shooting. The normal Windows trouble-shooting commonly does not work with the DSL service although I could rebuild the dial up connections in prior years through Windows versions.
Welcome to the internet boards! Did you know the AT&T Community forums has the answers you need to solve most service woes? Check out our How To Forum article. You will learn how to find your answer!
Service acting up? Click here to troubleshoot now!
For DSL related issues. We highly recommend chatting with our teams to address this as quickly as possible.
© 2017 AT&T Intellectual Property.This link will open a new window All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.
Congratulations! You earned the Liz badge!