How to Fix if You Can't Access a Certain Website

Introduction

Troubleshooting why you can't get to some pages can be tricky, but this guide will get you on the right path to seeing if it's a problem with your computer or elsewhere.

This guide walks you through seeing what you can and cannot access, and gets you to the resources you need to help fix the problem.

 This site can't be reached.

? Are you using a Desktop, Laptop, Smartphone, or Tablet?

  1. Desktop
  2. Laptop
  3. Smartphone
  4. Tablet

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Troubleshooting why you can't get to some pages can be tricky, but this guide will get you on the right path to seeing if it's a problem with your computer or elsewhere.

This guide walks you through seeing what you can and cannot access, and gets you to the resources you need to help fix the problem.

 This site can't be reached.

There are 2 main Operating Systems for personal computers currently available, Windows and macOS.

Windows
Windows runs on computers produced by multiple companies, such as Lenovo, Asus, Dell, Toshiba, Hewlett Packard, Acer, and Sony.Windows 10
macOS
Apple is the only company that makes macOS computers.macOS Mojave
Before you restart or shut down your PC, make sure to save all necessary work to prevent data loss.
  1. Select the Start menu, then select Power.
    Windows 10 Start Menu
    Windows 10 Power Button
  2. Select Restart.
    Windows 10 Power menu with Restart highlighted.
  1. Open your browser, and visit the website you had problems with at the start.
    • On a Desktop or Laptop, look for one of these icons:
      Main Desktop Browsers.
    • On a Smartphone or Tablet, look for one of these icons:
      Main Mobile Browsers.
  2. Make sure the page loads properly, and try following a few of the links from the page.
  1. Open your browser. In the address bar at the top, type in google.com, then push Enter or Return.
    Browser address bar with google dot com filled in.
  2. Make sure the Google page comes up. Type in something to search for, and select Google Search.
    Google search page with search box and Google Search button highlighted.
  3. Make sure your search results come up.
    Google search results.

It's a good idea to test if the site you're trying to access is down for everyone, or just you. There's a website that facilitates doing just that!

  1. Open your browser.
    • On a Desktop or Laptop, look for one of these icons:
      Main Desktop Browsers.
    • On a Smartphone or Tablet, look for one of these icons:
      Main Mobile Browsers.
  2. In the address bar at the top, type in isup.me, then push Enter or Return.
    Browser address bar with isup dot me filled in.
  3. On the site, type in the website address you're having problems reaching, then then push Enter or Return.
    Down For Everyone Or Just Me page with website entry box highlighted.
  4. Look at the result from the site, to determine if the site is down.
    • If the result says that "It's not just you!", that means the site is down for everyone.
      DownForEveryone site with results showing site is down.
    • If the result says that "It's just you.", that means there's a problem with the connection between your computer and the site, but other people can get to the site.
      DownForEveryone site with results showing site is up.

It appears your web browser and computer are working fine because you are able to reach Google. There is a problem with the website itself that you are trying to reach.

You can wait and try accessing the site in a little while, or you can contact the person or company that controls the website to find out more about why the site is having problems, and when it will become available again.

The issue you are experiencing may not be due to an internet or website issue. It may actually be an issue with the web browser you are using. Depending on your device and what is currently installed, you may have a backup or alternative web browser available.

  1. Check your device to see if there is a different web browser available.
    • On a Desktop or Laptop, look for one of these icons:
      Main Desktop Browsers.
    • On a Smartphone or Tablet, look for one of these icons:
      Main Mobile Browsers.
  2. If you have access to a different browser, try using it to access the website you've having difficulty reaching.

It appears that the first web browser you tried to access the website with is having problems. Either because the website you tried to visit is incompatible with it, some sort of misconfiguration, or some type of deeper issue that will require service.

This is not a problem with your Internet Service Provider, but rather with the software (the web browser) on your computer.

You may choose to use the web browser that was able to successfully view this website. To get your primary web browser working with the site, your device will require service.

If you are a PST, follow the Escalation Process to PTE.
It Can't Happen Here

It appears that your device and your internet connection are fine because you can get to Google. The issue in this case is the route your internet connection uses to reach the website in question.

You can wait and try to access the page later, or contact the company who provides your Internet access to find out why that particular route is down and when it will come back up.

If you are a PST, follow the Escalation Process to PTE.
It Can't Happen Here
Show Me How

Clicking this button will open a new guide that will provide you with steps to resolve your issue.

  1. From the menu bar across the top of the screen, select the Apple menu, then Restart...
    macOS Mojave Apple Menu with Restart highlighted.

To continue, we need to know what Operating System your smartphone or tablet has.

There are 2 main Operating Systems for smartphones currently available, Android and iOS.

Android Smartphone
Android smartphones are produced by multiple companies, such as Samsung, LG, Motorola, Sony, Nokia, Lenovo, and HTC.Android Home Screen
iOS Smartphone
Apple is the only company that makes iOS smartphones.iOS Home Screen

Powering off an iPhone.

  1. Hold down the lock / power button.
  2. Slide to power off when prompted.
  3. Wait until the phone is off.
  4. Hold down the lock / power button until you see the Apple logo.
  1. Hold down the power button on your Android device.
    Android Phone with power button highlighted.
    Depending on the manufacturer and model of Android device you have, the location of the power button will vary.
  2. Select Power Off.
    Power menu with Power off highlighted.
    If the menu does not pop up, continue to hold the power button, and your Android device will shut off.
  3. Wait 30 seconds.
    Wait 30 Seconds
  4. Push and hold the Power button for a few moments, and your Android device will start back up.
    Android Phone with power button highlighted.
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