mairving — Tue, 10 Feb 2004 22:48:52 +0000

If she is running windows have her open a command prompt. Start/Run/cmd (command for W9x). Do a traceroute tracert domainname.com and also tracert domainname.com. Both of these should resolve to the same IP address and shouldn't time out. If they both do, then that would indicate that it is a browser issue. You could also try also at the command prompt ipconfig /flushdns to remove any DNS entries.

The other thing after you have verified that she is typing in correctly, a screenshot will determine that, is to check her hosts file usually located in /windows or winnt/system32/etc/drivers , and make sure that there is not an entry for the site. If there is an entry in there since any entry in your hosts file will override your DNS.

thanks for your help . . .

cat_mother_ — Tue, 10 Feb 2004 21:37:06 +0000

I will make absolutely sure that she is typing in the correct url, find out what browser she's using etc, to make sure everything on her end is okay before I continue to rack my brain.

druagord — Tue, 10 Feb 2004 21:29:00 +0000

did you try any other website?
are the pc in a special environnement i.e. behind a firewall or proxy server.
if you wern't there when the customer tried make sure they did not type something like http://.someserver.com when i made eggs.ca the customer was trying to see it by typing .eggs.ca of course nothing was showing and when i told her over the phone to retype it she used the autocomplete (wich cause the mistake to stay there)

if none of the above give more info (the domain name if not confidential could be useful we could check DNS config) also what error do they get 404 or server not responding

Re:

cat_mother_ — Tue, 10 Feb 2004 21:23:21 +0000

>>The site in question's nameservers are not set up to accommodate the www. If www is automatically added by the browser, you will always have to type http:// first.

That's what I don't get. The full url, including http:// is what is being typed in, and it's not working.

druagord — Tue, 10 Feb 2004 21:23:13 +0000

thanks for clarifying my lack of comunication skill Suzanne

Suzanne — Tue, 10 Feb 2004 21:19:52 +0000

The site in question's nameservers are not set up to accommodate the www. If www is automatically added by the browser, you will always have to type http:// first.

druagord — Tue, 10 Feb 2004 21:14:48 +0000

Some browser(IE,and others) will automaticly add www. at the begining if there is no http://. By the way first time i see a site where www doesn't work usualy it's the other way around

Hmm

cat_mother_ — Tue, 10 Feb 2004 20:56:47 +0000

The correct url that is in question does not have www. as part of the url.

The correct url in question is http://servername.com/file.html
When you put www. after // the page is not found, as www. is not part of the correct url.

http://servername.com/file.html works fine on all of the machines/ browsers that I've tried it on. When she puts in the exact url, it works on some machines for her, and not on others. I guess I need to find out what browser she's using? It seems odd to me that certain browsers can't recognize a url that does not contain , such as http://servername/com/file.html

Sorry if I'm not making myself clear -- I've never run into this sort of issue before.

Suzanne — Tue, 10 Feb 2004 20:50:50 +0000

Some hosts do not have it set up for the www. part. Some have it screwy so that whatever goes somewhere different than just whatever. It would depend on the site and in some cases the browser -- some browsers do not auto-complete, so whatever.com isn't meaningful, whereas http://whatever.com and whatever.com may be.