Browsing Issue

 

Summary

1. Check if the issue is with a particular website or all the websites (User is connected via a router).

2. Check if the website name was entered correctly(Check the spelling).

3. Try to open the same website at your end and with the different ISP at user’s end too.

4. If the website is not opening with another ISP and at our end, need to tell the customer to contact Website admin or try to open it after some time as there is a problem with the website.

5. If the website opens at our end and with another ISP too, try to open the website on another browser, disable anti-virus, disable the firewall, etc.

6. If still, it is not opening, check through direct cable.

7. For that need to create dial-up or check whether dial-up is already created or not.

8. After creating the dial-up, need to check whether the website is opening through direct cable or not, if it gets opened, there might be a possibility of an issue with router’s firmware, ask the user to contact router support.

9. If still, it is not opening, need to open CMD, put the command NSLOOKUP www.______.com (Website name), with this command, you will get the website IP address.

10. Note down the IP address of the website and put that IP address into the browser and check whether the website is opening through IP address or not.

11. If web-site opens with IP address but not with its name, there is some DNS related issue, create a ticket for browsing issue, keep it open, share the SLA.

12. If it is not opening through IP address also, then ping <website name>, with -t and wait for 30-40 results, press ctrl+C, note down the average latency and losses if any.

13. Now get the tracert done cmd > tracert <website>, need to capture the tracert result of the website which is not opening (command tracert www.______.com ).

14. Let tracert get completed and take the User's system on remote (Through Anydesk) for taking the snapshot by snipping tool or ask the user to attach snapshot in the ticket.

15. Ticket Will be created under the reason of "BROWSING ISSUE" status will be "OPEN" and notes will be mentioned in "NOTE TO EXCITEL" and share the SLA of within 48 hours.