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Customer Forum

Why can I not access the workbooks website or login page?

Workbooks Support Posted: 2016-03-16 14:08

www.workbooks.com and secure.workbooks.com utilise seperate IP address ranges, it is therefore very unlikely that you will not be able to access one of these ways to login into your database. However if this is the case please follow the instructions below to start the troubleshooting process. 

On Windows devices bring up the Command Prompt and write;  'tracert  www.workbooks.com'. This will trace the IP route taken for your connection and will show if you can successfully make contact with www.workbooks.com. This can then be repeated for secure.workbooks.com. 

On an Apple device replace 'tracerte' with 'traceroute'.

The results obtained should look something like this;

__________________________________________________________

C:\Users\Ross Nicoll>tracert www.workbooks.com

Tracing route to www.workbooks.com [89.187.105.235]
over a maximum of 30 hops:

  1     1 ms     1 ms     1 ms  192.168.1.1
  2     3 ms     1 ms     1 ms  62.7.82.113
  3     4 ms     5 ms     4 ms  213.121.140.204
  4    50 ms    12 ms    14 ms  core2-Te0-5-0-10.ealing.ukcore.bt.net [109.159.252.12]
  5     7 ms     7 ms     8 ms  peer6-te0-0-0-20.telehouse.ukcore.bt.net [109.159.254.38]
  6    75 ms     8 ms     7 ms  linx-236.te5-4.bg2.ld4.eu.equinix.net [195.66.236.187]
  7     8 ms     8 ms    10 ms  po2.bg1.ld4.eu.equinix.net [80.69.1.225]
  8    17 ms     7 ms     9 ms  v121.ed1.ld4.eu.equinix.net [89.187.96.170]
  9     9 ms     8 ms     7 ms  www.workbooks.com [89.187.105.235]

Trace complete.

__________________________________________________________

If you cannot complete the trace, then the connection is being stopped external to Workbooks and you should ask your internet provider for assistance. If the trace completes and you still do not have access to the webpage, please contact the Support team on support@workbooks.com, for more assistance.