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#10764 10/09/03 01:27 PM
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silence Offline OP
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How can I trobleshoot these further
(beyond what I listed below )


How to troubleshoot �Page cannot be displayed� in windows ME and XP

In AOL this may be the error message No page to display or action cancelled
(Source support.microsoft.com)


1) Usual probing Questions


When did this problem start?
Any s/w added?
Any Internet download?
What is exact error message displayed in IE?
Does this happen for one particular site or all sites?

2) Check Internet Connection


Cable Connection � Check cable is properly plugged in, lights on the LAN card are blinking.

Dial-UP � Dial up the ISP, if already connected, disconnect and dial again.
- Check if phone line is properly connected.
- Are lights on the Modem blinking?

If there�s a problem in Internet connection, check if the customer has

Contacted the ISP.


3) Check it yourself and see if the customer types the correct domain name.


4) Try Pinging (try different sites)


5) Try to open the page using the IP address returned in IE?


6) If ping failed (not just one, different sites, IP addresses) � it means no net connection


7) Delete cookies in IE from Tools->Internet Connections


8) Delete Files in IE from Tools->Internet Connections


* If it is a computer in a network accessing the Internet, check for proxy settings.


If the problem continues, steps to resolve this are available in this link (Windows ME)

http://support.microsoft.com/default.aspx?kbid=274498


Page cannot be displayed problem due to upgrade from ME to XP

http://support.microsoft.com/default.aspx?scid=kb;en-us;313067&Product=winxp


If the user uses Kazaa and has upgraded it here�s a solution

http://www.experts-exchange.com/Miscellaneous/Q_20664006.html


Silence
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Looks good. Are you developing a SOP for something?

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silence Offline OP
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NO... I a a tech support Guy


Silence
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Tech support normally have a chart you follow to ask questions
error---> yes /no
if(yes){do this}else{do this}


The wise make mistakes, the fools repeat them
----------------------------------------
When you have eliminated the impossible, that which remains, however improbable, must be the truth
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SOP - Standard Operating Procedure

Something like that

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silence Offline OP
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Quote:
Originally posted by BlackKnight:
Tech support normally have a chart you follow to ask questions
error---> yes /no
if(yes){do this}else{do this}
dats rite..
I am aloud to think...
I am only allowed to follow the instructions...
Really bad....


Silence
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silence Offline OP
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Can u guys help me out pliz ?

I am really help less.

I have to support a brand of Computers which I myself have never worked on..

I need money dats why I am there.


Silence
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usually in a case where my customers (or installing technicians) are unable to connect to a website I run through a pretty small list of things....

first things first... do they have a valid IP address? if you're doing support for a specific ISP, then I'm sure you know the range of IP's used.
to check these, use WINIPCFG in win9x, or IPCONFIG from the command prompt in winNT, 2k, and XP

second thing is have them try www.google.com or www.yahoo.com in IE. if they're unable to reach these, we check connection settings by going to the Tools Menu and selecting internet options. make sure all proxies are disabled for the time being.

if still unable to access websites, I have them pull up a command prompt. from here, we try to ping www.google.com. this is usually where you get the tell tale info. if the system comes up with "Unknown Host" or something along that line, I have them ping the IP address of said site. in google's case, I have them ping 216.239.57.99.
if person on the phone is able to ping by IP address and not by FQDN, something's hosed in the DNS resolver in the TCP/IP stack.
if they're unable to ping by IP address, it's generally a firewall, bad IP, or bad stack.

if all firewalls are disabled, they have a valid IP address, IE's settings are correct, etc, etc, then it's time to start playing with the stack.

There are some light registry hacks that you can perform to fix this in win9x and win2k... for WinXP, because TCP/IP is a core component of the OS (and can't be uninstalled), the official command to repair the TCP/IP stack is
netsh int ip reset c:\reset.log


I've not had any luck with repairing the TCP/IP stack in a windows XP system. there is also an exe file available over the internet called winsockfix.exe do a google search for it.

feel free to e-mail me for directions on the win9x thing.. I have a small guide with pictures typed up for it at the office.. I'd be happy to send it.


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