Support

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Browser Issues » Advanced Browser Troubleshooting

After you’ve tried preliminary browser troubleshooting steps, this support page will help you provide us with more information as to why you might not be able to view a WordPress.com blog.

Traceroutes

For all instances below, if you’re exchanging information through email, you can paste the output into a text file (Notepad for Windows or TextEdit for OS X), then attach the .txt file with your email.

Windows

  1. (Windows 7 or Vista) From the Start Menu, in the search field, type cmd, then press ENTER to open a Command Prompt window.
    (Previous versions of Windows) From the Start menu, click Start > Run, type in cmd and hit ENTER.
  2. Type in “tracert s0.wp.com” (without quotes) and press ENTER.
  3. When it has finished, and even if it looks as though it is going to hang, allow it to finish, right click in window and select MARK. Then, select all of the text in the command prompt window and press ENTER.
  4. Paste it in your reply.

Mac OS X

  1. Go to Applications -> Utilities folder.
  2. Open Network Utility
  3. Click Traceroute tab, enter the domain (s0.wp.com), and click Trace.
  4. Copy all the output by clicking in a blank area, press Command–A to select all the text, then Command–C to copy it to your clipboard, then paste (Command–V) the output in your reply.

Linux

  1. Open terminal emulator of your choice.
  2. Enter “traceroute s0.wp.com” and press ENTER.
  3. Wait until it finishes completely and returns to a prompt.
  4. Copy and paste the output in ticket.

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Mozilla Firefox

To see which resources are loading slowly (or not at all), please follow these steps to get HTTP headers output using the Firebug add-on:

  1. Click the Firebug button to the right of the Home and Bookmarks button
  2. From the Firebug window that appears, click the Net (Panel) tab, then Enable. (It’ll prompt you to click Enable if you haven’t enabled it before.)
  3. In the address bar, go to your WordPress.com blog to populate the Net Panel tab.
  4. Click the Open Firebug in New Window button, located in the upper–right corner of Firebug, then maximize that window.
  5. Sort by Timeline (descending, denoted with a downward pointing arrow in the header row), then take a screenshot image for each “page” by scrolling down since it’ll likely take more than one screenshot.
  6. (Optional) If there are any resources that take one or more seconds to load, you can click the URL to display the Response Headers and Request Headers.

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Google Chrome

To see which resources are loading slowly (or not at all), please follow these steps to get HTTP headers output:

  1. In Google Chrome, go to View -> Developer -> Developer Tools, then click the Network tab.
  2. In the address bar, go to your WordPress.com blog to populate the Network tab.
  3. Click the Undock into separate window button, located in the lower–right corner of Developer Tools, and maximize that window.
  4. Click the Time (Latency) column to sort by descending, so the arrow is pointing downward, and scroll to the top of the list to display the slowest loading content.
  5. Take a screenshot image of the entire Developer Tools window, then upload the image to your Media Library.
  6. (Optional) If there are any resources that take one or more seconds to load, you can click the URL to display the Response Headers and Request Headers.

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Safari

To see which resources are loading slowly (or not at all), please follow these steps:

  1. In Safari, go to Safari Preferences, then the Advanced tab, and check “Show Develop menu in menu bar”.
  2. In the address bar, go to a non–WordPress.com web site, such as Google.com, then go to Develop > Show Web Inspector
  3. Open the Instrument panel
  4. In the address bar, go to your WordPress.com blog to populate the Network Requests pane.
  5. Click the Detach into separate window button and maximize the window.
  6. Click the Duration column to sort by descending, so the arrow is pointing downward, and scroll to the top of the list to display the slowest loading content.
  7. Take a screenshot image of the entire Web Inspector window, then upload the image to your Media Library (or third–party service).

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Screenshots

When we need to see a screenshot and you can still access your blog dashboard, you can upload the screenshot images to your Media Library. Otherwise, you can upload your screenshot images to a third–party service, such as Skitch, and share the link(s) with us.