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Browser not loading pages

Performance & Troubleshooting KB-006

Summary

This guide helps you troubleshoot and resolve: Browser not loading pages. Follow the steps below to fix the issue.

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Common Causes

This guide helps 220.com.au clients troubleshoot when their browser won’t load web pages. Work through the steps in order, starting with the quick fixes before moving to detailed troubleshooting.

Last Audited: 2024-05-20

Quick Fixes to Try First

  1. Check your internet connection – try loading a website on your phone.
  2. Try a different website – is it just one page or all websites?
  3. Check if it’s just one browser – try Chrome if you’re using Edge, or vice‑versa.
  4. Test HTTP vs HTTPS – try accessing the site using both http:// and https://. If one works but not the other, you may have an SSL/TLS certificate issue.
  5. Check for outages – visit your router’s admin page or your ISP’s status page to see if there are reported outages in your area.

Detailed Troubleshooting

Step 1: Basic Checks

  • Make sure Wi‑Fi is connected (look at the taskbar icon). If you’re having trouble connecting, see How to connect to Wi‑Fi.
  • Check if other devices can load websites.
  • Try loading the page again.
  • Verify that your computer’s date and time are correct – incorrect settings can cause SSL/TLS certificate errors that prevent pages from loading.
  • Ensure your browser is up to date, as outdated browsers may fail to load modern websites.

Step 2: Clear Browser Cache (Quick Method)

Clearing your browser cache will sign you out of most websites and may remove saved preferences. Make sure you know your passwords before proceeding. For more detailed instructions, see How to clear browser cache/cookies.

Microsoft Edge

  1. Press Ctrl + Shift + Delete.
  2. Set the time range to “All time”.
  3. Check “Cached images and files”.
  4. Click Clear now.
  5. Refresh the page (F5).

Google Chrome

  1. Press Ctrl + Shift + Delete.
  2. Select “All time”.
  3. Check “Cached images and files”.
  4. Click Clear data.
  5. Refresh the page.

Mozilla Firefox

  1. Press Ctrl + Shift + Delete.
  2. Choose “Everything” for the time range.
  3. Check “Cache”.
  4. Click Clear now.
  5. Refresh the page.

Safari (macOS)

  1. Open Safari Settings.
  2. Go to the “Privacy” tab.
  3. Click “Manage Website Data…”.
  4. Select “Remove All”.
  5. Close the window and reload the page.

Alternatively, on macOS you can enable the Develop menu (Settings > Advanced > Show features for web developers) and select Develop > Empty Caches.

Step 3: Try Incognito/Private Mode

  • Edge: Press Ctrl + Shift + N.
  • Chrome: Press Ctrl + Shift + N.
  • Firefox: Press Ctrl + Shift + P.
  • Load the page in this mode. If it works, a browser extension is likely causing the issue – disable extensions one at a time to identify the culprit.

Step 4: Check Internet Settings

Windows:

  1. Open Settings.
  2. Go to Network & Internet > Proxy.
  3. Ensure “Automatically detect settings” is turned on.
  4. Turn off “Use a proxy server” unless you genuinely need one.

macOS:

  1. Click the Apple menu and select System Settings.
  2. Go to Network.
  3. Select your active connection (Wi‑Fi or Ethernet) and click Details.
  4. Go to the Proxies tab.
  5. Ensure no proxy is enabled unless required by your network administrator.
  6. Click OK and then Apply.

If you’re on a corporate or managed network, your organisation may legitimately require a proxy server. Turning this off could break connectivity on a managed device. If you’re unsure, check with your IT administrator before making changes.

Legacy method (Windows 7/8): Press Win + R, type inetcpl.cpl, press Enter, then go to the Connections tab and click LAN settings.

Step 5: Restart Your Router

  1. Unplug the power from your router.
  2. Wait 30 seconds.
  3. Plug it back in.
  4. Wait for it to fully restart (2–3 minutes).
  5. Try loading the page again.

If you’re on a company‑managed network or use VoIP phones, contact IT before restarting networking equipment. This may affect other services or users.

For more detailed instructions, see How to restart router/modem.

Step 6: Flush DNS (Advanced)

This step requires administrator privileges. Only run ipconfig /flushdns; do not run ipconfig /release or ipconfig /renew unless instructed by support, as these will temporarily disconnect your computer from the network.

Windows:

  1. Press Win + S, type cmd.
  2. Right‑click Command Prompt and select Run as administrator.
  3. Type ipconfig /flushdns and press Enter.
  4. Close the window and try again.

macOS:

  1. Open Terminal (Applications > Utilities > Terminal).
  2. Type sudo killall -HUP mDNSResponder and press Enter.
  3. Enter your administrator password when prompted (you will not see characters as you type).
  4. Close Terminal and try again.

Step 7: Check IPv6 Connectivity

  • IPv6 issues can cause some websites to fail while others load normally.
  • To test, temporarily disable IPv6 on your network adapter and reload the page.
  • If the site loads with IPv6 disabled, contact your ISP or network administrator to resolve the IPv6 configuration.

Step 8: Disable VPN (if applicable)

  • If you are using a corporate or personal VPN, temporarily disconnect it and test the website again. Some VPN split‑tunnel configurations can interfere with DNS or proxy settings.
  • For guidance on corporate VPN connections, see Connecting to company VPN from home.

Step 9: Check Security Software and Hosts File

Security Software:

  • Third‑party antivirus or firewall software can block browser traffic.
  • Temporarily disable your antivirus or firewall and test the website again.
  • If pages load with security software disabled, add your browser as an exception in the software settings.
  • Remember to re‑enable your security software after testing.

Hosts File: Editing the hosts file requires administrator privileges. Incorrect entries can prevent websites from loading.

Windows:

  1. Press Win + S, type Notepad.
  2. Right‑click Notepad and select Run as administrator.
  3. Go to File > Open.
  4. Navigate to C:\Windows\System32\drivers\etc\.
  5. Change the file type filter to “All Files (*.*)”.
  6. Select hosts and click Open.
  7. Look for lines containing the website you cannot load. If you see an entry mapping the domain to an IP address (such as 127.0.0.1), place a # at the start of the line to comment it out.
  8. Save the file (Ctrl + S) and close Notepad.
  9. Restart your browser and try loading the page again.

macOS:

  1. Open Terminal (Applications > Utilities > Terminal).
  2. Type sudo nano /etc/hosts and press Enter.
  3. Enter your administrator password when prompted.
  4. Use the arrow keys to find lines containing the website you cannot load.
  5. Place a # at the start of any line mapping the domain to an IP address to comment it out.
  6. Press Ctrl + O, then Enter to save.
  7. Press Ctrl + X to exit nano.
  8. Restart your browser and try loading the page again.

Step 10: Escalate to Support

If you have completed all troubleshooting steps and your browser still will not load web pages, the issue may require further investigation by our technical team.

To request assistance, Open a Ticket. Please include the following information in your ticket:

  • Which browser and version you are using.
  • Whether the issue affects all websites or only specific sites.
  • Whether other devices on the same network are affected.
  • Which troubleshooting steps you have already tried.
  • Any error messages you see (include screenshots if possible).

Additional Guidance for macOS, iOS and Android

macOS Network Settings

Check Proxy Settings:

  1. Click the Apple menu and select System Settings.
  2. Go to Network.
  3. Select your active connection and click Details.
  4. Go to the Proxies tab.
  5. Ensure no proxies are enabled unless required by your network.
  6. Click OK and then Apply.

Flush DNS:

  1. Open Terminal (Applications > Utilities > Terminal).
  2. Type sudo killall -HUP mDNSResponder and press Enter.
  3. Enter your administrator password when prompted.

iOS (iPhone and iPad)

Clear Safari Cache:

  1. Open Settings.
  2. Scroll down and tap Safari.
  3. Tap Clear History and Website Data.
  4. Confirm by tapping Clear History and Data.

Restart Network Connections:

  1. Open Settings.
  2. Enable Airplane Mode, wait 10 seconds, then disable it.
  3. Alternatively, go to Settings > General > Transfer or Reset iPhone > Reset > Reset Network Settings. Note that this will remove saved Wi‑Fi passwords.

Try a Different Browser:

If you are using Safari, try downloading and using Chrome or Firefox from the App Store to determine if the issue is browser‑specific.

Android

Clear Chrome Cache:

  1. Open the Chrome app.
  2. Tap the three‑dot menu (More) in the top‑right corner.
  3. Go to Settings > Privacy & security > Clear browsing data.
  4. Set the time range to “All time”.
  5. Check “Cached images and files”.
  6. Tap Clear data.

Restart Network Connections:

  1. Swipe down from the top of the screen to open Quick Settings.
  2. Tap Airplane mode, wait 10 seconds, then tap it again to disable.
  3. Alternatively, go to Settings > Network & internet > Internet, tap the gear icon next to your Wi‑Fi network, and select Forget. Reconnect and enter your password.

Try a Different Browser:

If you are using Chrome, try Samsung Internet, Firefox, or Edge from the Google Play Store to determine if the issue is browser‑specific.

When to Get Help

Contact our support team if any of the following apply:

  • No devices on your network can load web pages after restarting your router.
  • You receive SSL/TLS certificate errors on multiple websites and your date and time are correct.
  • You are unable to edit the hosts file or flush DNS due to permission restrictions on a managed device.
  • You have completed all troubleshooting steps and pages still will not load.
  • You suspect a hardware fault with your router or network adapter.

To request assistance, Open a Ticket. Our team will review your case and provide further troubleshooting or escalation as needed.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

đź’» Open a Ticket

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