Need a second opinion...

Client of mine has THREE Zen Cart shops that until Oct-2010 she had no trouble accessing the store or the admin..

Two events have happened since Oct-2010 which have changed thing.

1. The client moved to a location where the ONLY internet options available are dial-up and satellite (previously she had Cable internet and dial-up service)
2. Client purchased two new Windows 7 PCs (1 netbook, 1 laptop)

The client has had issues accessing her sites in one degree or another since the move. Per the client, this is the problem:

1. Client has been unable to access one of her sites (front-end and back-end) from the new PCs using a satellite connection
2. Client has been able to access the front-end, but not the back-end of the other two sites from the new PCs using a satellite connection
3. Client HAS been able to access ALL sites from her old Windows XP desktop machine using a dial-up connection.
   I have had NO PROBLEM accessing her sites from a variety of computers/connections/operating systems in addition to my home PCs and Mac. So I think (and have told my client as much) that the issues are either a local setting on the new Windows 7 machines (and trust me I went through the usual suspects with her) or a problem with the setup for the connection to her high speed internet. I've suggested that she start with her ISP and lep them help her through what I think is OBVIOUSLY a setup/connection issue.. It's very frustrating because she keeps coming back to me to help her with this.. and I'd like to help her, but I am positive that this is NOT an issue related to her stores at all..

So here I am looking for a second opinion from the real experts.. Is there ANYTHING I might be overlooking that would indicate the issue IS with her stores??

Here's the three stores..
http:// hairextensions101 . com
http:// hairextensionsupplies . biz
http:// mybeautyaddiction . com

(and BEFORE ANYONE SAYS IT.. Yes.. I know we need to upgrade to Zen Cart 1.3.9.. It's in the works..)

Can you be more specific about the actual symptoms manifesting where you state "Client has been unable to access" ?

Blank screen?
Kettle sings instead of website appearing?
Actual error message?
Using what software? a browser? an FTP app? something else?

These dial-up and satellite connections ... are they being initiated directly from the PC? Or from some sort of device that's doing the internet connection and sharing it with her various computers in her home network?

Client HAS been able to access ALL sites from her old Windows XP desktop machine using a dial-up connection.
That is the key

As you theorized, and from the facts it appears to be ONLY the win7 stations

So if XP access without a hitch but win7 has issues how can you fix it??

You did not state the browser & versions??

Hey DrByte..

Client doesn't FTP, she only accesses her site and site admin from the browser.. She prefers IE.. Can't talk her into using Firefox.. For good measure (and in the name of eliminating Internet Exploder) I had her install Firefox and the results are the same..

I am aware that what I am describing is VAGUE as heck.. I've tried to get my client to turn off friendly HTTP messages so I can see the REAL browser error and not the generic "Unable to display page" message.. However, she can't "see" the button to save the IE settings.. (I'm SURE this is due to a display size setting, but getting her to STOP being frustrated and make the necessary display size setting change was a very frustrating experience for BOTH of us) In the end I couldn't get her to turn off the HTTP friendly messages so I don't know what the REAL browser error is..

All I know if she gets the generic "Unable to display.." message..

DrByte:

Can you be more specific about the actual symptoms manifesting where you state "Client has been unable to access" ?

Blank screen?
Kettle sings instead of website appearing?
Actual error message?
Using what software? a browser? an FTP app? something else?

These dial-up and satellite connections ... are they being initiated directly from the PC? Or from some sort of device that's doing the internet connection and sharing it with her various computers in her home network?

kobra:

That is the key

As you theorized, and from the facts it appears to be ONLY the win7 stations

So if XP access without a hitch but win7 has issues how can you fix it??

You did not state the browser & versions??You get NO disagreement form me.. But to quote a phrase my friends and I often use,

"Some folks just don't want to believe that fat meat is greasy"

I've explained in as NON-TECHY terms to my client WHY this is not a problem with the site and is LIKELY an issue with her PCs.. and more specifically PROBABLY the satellite internet connection settings on the Win 7 PCs (since the Win XP PC works just fine via dial-up) She keeps ASKING me like I can fix this!!!! It's frustrating!!!!

And sorry for not saying she is using Internet Exploder.. I mean Explorer 8. For good measure I had her install Firefox, and the non-connection results are the same..

Oh.. almost forgot..

She SWEARS she can get to other places on the internet, but not her own sites from the Win 7 machines (which seems impossible)

DrByte:

These dial-up and satellite connections ... are they being initiated directly from the PC? Or from some sort of device that's doing the internet connection and sharing it with her various computers in her home network?As FAR AS I KNOW (she's been not so good at giving me information..) The dialup connection on the Win XP machine is via the modem on the PC.. The Win 7 desktop is connected via ethernet cable to the router attached to the satellite modem. The Win 7 netbook connect via wireless to this same router..

Can you get her to take some screenshots and email them to you?
And then maybe markup those shots and send them back to her showing her what things you want her to click etc?

DrByte:

Can you get her to take some screenshots and email them to you?
And then maybe markup those shots and send them back to her showing her what things you want her to click etc?Yep.. Will try that..

I REALLY want her to contact her ISP and have them help her resolve the connection issue.. I HONESTLY have a hard time believing she can get to EVERY OTHER PLACE on the internet on these machines except her OWN sites????

The trouble is I can't seem to "convince" her that the issue is NOT with the sites, but with a setting on her PCs.. I can't see how it could be anything else..

sigh

The dialup connection on the Win XP machine is via the modem on the PC..

The Win 7 desktop is connected via ethernet cable to the router attached to the satellite modem.
The Win 7 netbook connect via wireless to this same router..
Another key, one that I missed

XP is only via dialup modem....can she try XP on the router/satellite

Can she try win7 on dialup? - - maybe not if the modem is not a stand alone - RS-232 connected

You might investigate this site as it is fairly clear to me and might also be for her???

http://newsreports.org/

kobra:

Another key, one that I missed

XP is only via dialup modem....can she try XP on the router/satellite

Can she try win7 on dialup? - - maybe not if the modem is not a stand alone - RS-232 connectedI asked her to do just this last night.. Not only so I would know for sure that it was the internet setup, but so SHE could see (assuming I was right) that the issue is the internet setup..

That said, you know how it is when folks THINK they know the answer, so they are less willing to do any kind of troubleshooting.. They just want you to give them THE answer.. :censored:

I am still waiting for her to tell me what happened when she tried dialup on the Win 7 machines or what happens when she hooks up the Win XP desktop to the router..

kobra:

You might investigate this site as it is fairly clear to me and might also be for her???

http://newsreports.org/Oh.. BLESS your heart.. This is EXACTLY what I need to show her..:smile: Perhaps she will FINALLY see that fat meat IS greasy after all!!!:laugh:

I found a page on Wikipedia that explains the problems with satellite internet access. I thought it was interesting, maybe it will be helpful. After reading this article, I'd be surprised if her problem ISN'T the Satellite internet. Most likely the Satellite connection needs some tweaking.

If you're using a VPN that might be the problem as well.

http://en.wikipedia.org/wiki/Satellite_Internet_access

You could also try using a combination of CrossLoop (Desktop Sharing) and Skype (Online Voice Chatting) - both programs have Free versions.

Although Skype does have Desktop sharing it is not a good as CrossLoop. Also, CrossLoop is very easy to install / setup but note that whenever you start it, it will ask you to login -- which you don't have to, they're just trying to get you to signup for a Support account. Just close that window and proceed to the next.

Using both is a great combination. You can chat for free and also see "exactly" what your Client sees.

This may or may not help, but I manage a zc website for a friend. Once every 1 to 2 months they cannot access their website from any PC at home. After months and months and months of head scratching and working with their host. Turned out to be their ISP. For some reason, the company that provided their internet connection kept adding their zc website url to their ISPs managed firewalls list of sites to block.

The ISP has no idea why this happens, something just trips the ISP firewall into blocking their websites URL. one call to their ISP support line and it is 'unbanned' minutes later.

This may be of help or maybe of no relation what so ever.