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John
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Category: Computer
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Experience:  MCP, RHCE
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I am unable to connect to my Earthlink START page from either

Customer Question

I am unable to connect to my Earthlink START page from either computer in the house. This problem began on Saturday the 4th. Is this a problem Earthlink is having??
My e-mail [email protected]
Submitted: 6 years ago.
Category: Computer
Expert:  John replied 6 years ago.

cyball83 :

Hello my name is John


Welcome to Just answer

cyball83 :

please let me know when you are ready?

JACUSTOMER-mtam3gfz- :

I am ready

cyball83 :

ok

cyball83 :

do you get any error messages when you try to access earthlink web site

JACUSTOMER-mtam3gfz- :

Only that it is unable to connect to the web page

cyball83 :

are you trying to open it in IE or any other browser?

JACUSTOMER-mtam3gfz- :

Just IE.

cyball83 :

do you have any other web browsers installed in your computer?

JACUSTOMER-mtam3gfz- :

No

cyball83 :

ok

cyball83 :

click on start>>>all programs>>>Accessories>>>system tools>>>click on Internet explorer no add-ons

cyball83 :

let me know when you get that New IE window

cyball83 :

if you have any doubts please let me know

JACUSTOMER-mtam3gfz- :

I got the New IE Window

cyball83 :

now type this address in it http://www.earthlink.net/ and check it

cyball83 :

let me know

JACUSTOMER-mtam3gfz- :

I entered the address you provided and got a generic Earthlink page but not my start page

cyball83 :

can you please provide the site address you tried before

JACUSTOMER-mtam3gfz- :

my earthlink.net

cyball83 :

ok let me check it one moment please

JACUSTOMER-mtam3gfz- :

ok

cyball83 :

is there a space between my and earthlink.net in the above address you gave

JACUSTOMER-mtam3gfz- :

yes

cyball83 :

did you type this adddress in the google or address bar directly

cyball83 :

because u cannot type space in between the web address

JACUSTOMER-mtam3gfz- :

address bar. The address is saved in my favorites titled Ann and Bob's Start Page

cyball83 :

are you trying to access earthlink email account

JACUSTOMER-mtam3gfz- :

I can access the e-mail account through my Microsoft Office

cyball83 :

but not through web page is that your problem

JACUSTOMER-mtam3gfz- :

I cannot connect to the earthlink start page at all not just my personalized start page but I can get to the e-mail via the mail icon on the tool bar

cyball83 :

ok

cyball83 :

i will send a image of the page. tell me is that the page you are looking for or not

cyball83 :

Full Size Image

cyball83 :

please check that image is that the one you are looking for

JACUSTOMER-mtam3gfz- :

That is the page

cyball83 :

is the IE page i told you to open is still there?

JACUSTOMER-mtam3gfz- :

yes

cyball83 :

then type this address please http://my.earthlink.net/ and press enter

cyball83 :

check it and let me know

cyball83 :

there is a dot in between my and earthlink.net

JACUSTOMER-mtam3gfz- :

I will have to go back to it...give me a second

cyball83 :

ok

cyball83 :

are you using another computer to check this

cyball83 :

please type the correct address

JACUSTOMER-mtam3gfz- :

It say the samethinh....Internet cannot display we page

cyball83 :

ok are you sure the address is correct

cyball83 :

please click on it http://my.earthlink.net/

cyball83 :

let me know

JACUSTOMER-mtam3gfz- :

Internet Explorer cannot display the webpage...Same message

cyball83 :

ok one moment let me check it

cyball83 :

please click on the link http://www.mozilla.com/en-US/firefox/personal.html and click on download now -free

cyball83 :

its a web browser called firefox

cyball83 :

download it and install it

cyball83 :

let me know when you have installed it

cyball83 :

please let me know when you have done that

JACUSTOMER-mtam3gfz- :

it is installed

cyball83 :

please open firefox web browser

cyball83 :

did you open firefox browser

JACUSTOMER-mtam3gfz- :

I get the MSN start page I listed as my start page yesterday when i couldn't connect to Earthlink......It doesn't look like were going to fix it

cyball83 :

did you open firefox

cyball83 :

most of the websites can be open in this web browser

JACUSTOMER-mtam3gfz- :

yes. When I click on Firefox it opens with the MSN start page

cyball83 :

ok then type this http://my.earthlink.net/ in the address bar and press enter

cyball83 :

let me know

JACUSTOMER-mtam3gfz- :

It still cannot connect to my.earthlink.net

cyball83 :

which antivirus are you using

JACUSTOMER-mtam3gfz- :

Symantec Endpoint Protection

cyball83 :

disable that and try again

cyball83 :

if you are not getting enable it back

cyball83 :

Please let me know

JACUSTOMER-mtam3gfz- :

No go

cyball83 :

please click on the link http://www.earthlink.net/

cyball83 :

did that open earthlink site

JACUSTOMER-mtam3gfz- :

yes....... but not a start page

cyball83 :

yes i know after that click on myearthlink which is on the top left side of the webpage

JACUSTOMER-mtam3gfz- :

Nope......It still says it cannot cdonnect to the webpage

cyball83 :

ok one last step

cyball83 :

please bookmark this page

cyball83 :

in IE

cyball83 :

close firefox

cyball83 :

let me know when you have done that

JACUSTOMER-mtam3gfz- :

done

cyball83 :

please do the following

cyball83 :

Click on start>>>control panel>>>open internet options>>> then click delete under browsing history>>>select everything except preserved favourite website data and passwords then click delete.

cyball83 :

let me know when you have done that

JACUSTOMER-mtam3gfz- :

done

cyball83 :

after that


Click on start>>>control panel>>>open internet options>>>click on security tab>>>then click on reset all zones to default level >>>now click on advanced tab >>>click on restore advanced settings then click reset after that click apply and ok


 

cyball83 :

by doing the last step u might need to close all IE

cyball83 :

come back to chat using bookmark

cyball83 :

then click on this link http://support.microsoft.com/kb/956196 and click on Fix it

cyball83 :

download and run it

cyball83 :

after that again close the IE and open a new one and check the http://www.earthlink.net/ site

cyball83 :

Let me know

JACUSTOMER-mtam3gfz- :

still does not work

cyball83 :

did you run the microsoft fix it tool

JACUSTOMER-mtam3gfz- :

i don't think so

cyball83 :

u need to do that too

cyball83 :

do you want the link again

cyball83 :

then click on this link http://support.microsoft.com/kb/956196 and click on Fix it

JACUSTOMER-mtam3gfz- :

ok

cyball83 :

download and run it

cyball83 :

that's the last step

cyball83 :

after that click on start>>>all programs>>>right click on Internet Explorer and then click on Run as administrator

cyball83 :

try the website again and let me know

JACUSTOMER-mtam3gfz- :

Still doesn't work...I'm going to have our IT guys at work look into it...Thanks for trying

cyball83 :

ok sir sorry for wasting your time

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