Primus Business Services - Help Center
Basic Troubleshooting - Connected, Can't Browse
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If connected to the Internet, however are not able to browse any websites and/or utilize other programs such as your email, instant messanger (chat) or other online applications, please select this option. This can be caused by many different factors, so complete and thorough troubleshooting on this issue is needed. Please review the handy troubleshooting steps below. If at any time you need assistance, please call our friendly staff toll free at 1-888-222-8577.

  1. Try a “hard reset” on your modem. This can be done by holding the “reset” button down on the back of your modem for 10 seconds. If your modem does not have a reset button, simply power cycle the unit, by unplugging it, leaving off for 1 minute, then plugging back in.
  2. If you are utilizing a router/firewall/switch, please test with a “stand-alone” setup. This is done by connecting a single computer directly to your modem. Steps on setting up a “stand-alone” connection are located at: http://businesssupport.primus.ca/SHsetup.cfm
    Please be sure to print off the appropriate setup guide for your system.
  3. If you are now able to browse to all sites with a standalone setup, please proceed to troubleshoot with your hardware vendor for your router/firewall/switch. Otherwise, please continue with the below steps.
  4. Have you cleared your browser’s cache/history?
  5. If you have more than one browser installed, please try with a different browser (ie: Internet Explorer, Firefox, Safari, Opera)
  6. Open a command prompt (Start > Run > Type “cmd” and hit Enter)
  7. Do you receive a reply when pinging by domain? (Type: “ping primus.ca”). If so, your problem may lie with software or browsers on your computer.
  8. Do you receive a reply when pinging by IP? (Type: “216.254.141.10”). If so, your problem may lie with software or browsers on your computer. Also ensure you are obtaining your DNS server information automatically and are not behind a proxy server.
  9. Are you able to browse by IP? (Type: “216.254.141.10” in your browser’s URL bar). If the a Primus homepage appears your problem may lie with software or browsers on your computer. Also ensure you are obtaining your DNS server information automatically and are not behind a proxy server.
  10. If you have any firewall/security software installed, try temporarily disabling this.
  11. Ensure you are not behind a proxy server.
 

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