Unable To Browse:

1. Is the Customer connected to the Internet when they are trying to browse?
2. Have the Customer try major sites such as www.yahoo.com or www.google.com
3. Have them put in the entire address, such as http://www.yahoo.com
4. Use the PING command to PING a website and determine where the problem is.
   1. Click Start > Run > Type in COMMAND and then press OK.
   2. A small black window should come up.
   3. Type PING www.yahoo.com and then press Enter.

      

      If the Customer only has one phone line, you will need to hangup with them, and have them connect. Have them come back to this screen and press Enter and then call you back with the results.

      • The Customer should receive 4 replies back.

      

      • If they DO, then proceed to troubleshoot that.
      • If the Customer receives an error such as Unknown Host, Host Not Found or Connection Timed Out then go to Step 5.

      

5. Use the PING command to PING an IP Address and determine where the problem is.
   1. Find out the IP of www.yahoo.com by doing the steps listed above, on your own computer. It should give you the 4 responses, including the IP.
   2. Now on the Customer’s computer, with them still in the black window, have them type in PING (ip address) (Example: PING 216.109.118.77) and press Enter.
      • The Customer should receive 4 replies back.

        

      

   If the Customer only has one phone line, you will need to hangup with them, and have them connect. Have them come back to this screen and press Enter and then call you back with the results.