Here are some simple tests that we ask you to complete in order for us to speed up our troubleshooting process with your problem.
This troubleshooting page has been created to aid the EQUAT Support team with your issue. Since your computer configuration
can play a major part in us helping resolve your issue, we ask that you carry out the following tests.
These test require that you open a Command Prompt Window (DOS
Window).
To Open a Command Prompt Window:
- Click the start button
- Select the run option,
- Type into the input box: command
- click OK.
Basic Network Tests
[Ping Check] Check to see where your computer is trying to connect
Open a Command Prompt Window (DOS WIndow)
For Email Problems: (Reference: Checking your email accounts)
- Type in: ping mail.equat.com [Press Enter]
- Type in: ping mail.yourdomain.com [Press Enter]
For Website Problems:
- Type in: ping www.equat.com [Press Enter]
- Type in: ping www.yourdomain.com [Press Enter]
Example - Pretend you're having trouble with abcde.com, you would type:
ping mail.equat.com [Press Enter]
ping mail.abcde.com [Press Enter]
The two sets of numbers (IP Addresses) should match. You will not receive any response as the firewall will block these requests. All we need from this output is the IP Addresses.
- Write down the 2 IP Addresses from each "ping test"
- If they DO NOT match, there is a DNS issue See DNS Checks
- If they match, there is no *network related problem* -
go over your programs settings.
