A user cannot connect to a website

This is a common end user problem. The user cannot connect to a website, and they consistently get the same error message. This illustrates how important it is to gather information because without knowing more about the problem, we do not know which of many causes may be in play here:

  • User error: Did the user mistype the URL or make a similar mistake?
  • Computer configuration issue: This may be the case if new software/hardware was installed recently
  • Network connection issue: Does the user's computer have network connectivity?

If the problem is with our internet connection or the website, then the problem is beyond our control. However, other likely causes are more likely to be within our sphere of control; ...

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