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9.0 Tech Support FAQs

9.0.4 Why can’t I connect to our web site / e-mail service?

Lately we have seen a reoccurring problem with the Optimum Online Cable services DNS servers where they have been “not connecting” to a web site and then storing the non-connection results in their DNS servers. This has the effect of causing all connection attempts thereafter to no longer be able to resolve the web site domain name to reach our servers. This scenario is also possible to occur on other Internet Service Provider (ISP) services as well. Meanwhile there is nothing wrong with our servers and people from other parts of the world are seeing your web site with no problem what-so-ever.

ISSUE: All servers have a Time To Live (TTL) setting in their configuration settings. Some ISP set this TTL on their DNS servers to a number that may be too high thus causing any single non-connection result from any one user on the system to store that non-connection and serve it up to any future requests for your domain name / e-mail services until the TTL expires.

RESOLUTION: By adding our DNS servers to your list of DNS servers in your network properties you can reach your domain name even if your ISP has cached a bad TTL. As follows:

Contact your network administrator or the person who works on your computer and ask them to add the following two DNS servers to your list in your Advanced TCP.IP Settings:

216.219.239.7
216.219.239.8

You may be able to do this yourself depending on your computer TCP/IP settings and your own abilities: Open your network connections properties – Go to Advanced TCP.IP Settings – the DNS tab and add the above two DNS servers to your list.

Since there are so many different possibilities for network settings it would be impossible to give you any specific step by step instruction here.

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