General

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

If it seems like you’re having difficulty connecting to our servers here at WordPress.com, we might ask you to run a “traceroute” which gives us detailed information about how you’re connecting to us.

To get a traceroute, follow the instructions below. You can paste the output of this command into a text file (Notepad for Windows or TextEdit for OS X), then attach the .txt file to your email when you reply to us, or copy-paste it.

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Traceroutes in 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 StartRun, type “cmd,” then press ENTER.
  2. Type the following command into the Command Prompt window, and press ENTER: tracert s0.wp.com
  3. Allow the command to finish running even if it seems like it’s going to hang. Then, right-click in the Command Prompt window and select MARK. Then, select all of the text in the Command Prompt window and press ENTER.
  4. Paste it into your reply.

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Traceroutes in Mac OS X

  1. Go to your ApplicationsUtilities folder.
  2. Open the Terminal.
  3. In the Terminal, type the following command, and press ENTER: traceroute s0.wp.com
  4. Allow the command to finish running even if it seems like it’s going to hang. Then, copy all the output by clicking in a blank area and pressing Command–A to select all the text, then pressing Command–C to copy it to your clipboard
  5. Paste (Command–V) the output into your reply.

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Traceroutes in Linux

  1. Open the terminal emulator of your choice.
  2. Type the following command and press ENTER: traceroute s0.wp.com
  3. Allow the command to finish running even if it seems like it’s going to hang. Then, copy all the output.
  4. Paste the output into your reply.

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HTTP Headers

If it seems like certain resources on your WordPress.com or dashboard are loading slowly or not at all, we might ask you to send us the HTTP headers output from your browser.

To send this to us, follow the below instructions depending on your browser:

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HTTP Headers in Mozilla Firefox

Please use the Firebug add-on:

  1. Click the Firebug button to the right of the Home and Bookmarks button, and click “Show Error Console.”
  2. In the Firebug window that appears, click the Console tab, then click Errors below it:
  3. In your browser address bar, go to your WordPress.com blog to populate the Net Panel tab.
  4. Click the Open Firebug in New Window icon, located in the upper–right corner of Firebug, then maximize that window.
  5. Click on Timeline at the top, to sort by timeline (descending, denoted with a downward pointing arrow in the header row).
  6. Take a screenshot image for each “page” by scrolling down until you’ve captured all the results in screenshots (it will likely take more than one).
  7. (Optional) If there are any resources that take one or more seconds to load, you can click the URL within the results to display the Response Headers and Request Headers:

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HTTP Headers in Google Chrome

  1. In Google Chrome, go to ViewDeveloperDeveloper Tools, then click the Network tab at the top of the console that opens.
  2. In your browser 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, then maximize that window:
  4. Click on the Time (Latency) column at the top to sort by time (descending, denoted with a downward pointing arrow in the header row). Scroll to the top of the list to display the slowest loading content.
  5. Take a screenshot image for each “page” by scrolling down until you’ve captured all the results in screenshots (it will likely take more than one).
  6. (Optional) If there are any resources that take one or more seconds to load, you can click the URL within the results to display the Response Headers and Request Headers:

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HTTP Headers in Safari

  1. In Safari, go to Safari Preferences, then click the Advanced tab, and check “Show Develop menu in menu bar”.
  2. In your browser address bar, go to a non–WordPress.com web site, such as Google.com, then go to DevelopShow Web Inspector:
  3. Open the Instrument panel:
  4. In your browser 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 on the Duration column at the top to sort by duration (descending, denoted with a downward pointing arrow in the header row). Scroll to the top of the list to display the slowest loading content.
  7. Take a screenshot image for each “page” by scrolling down until you’ve captured all the results in screenshots (it will likely take more than one).

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JavaScript Errors

If you’re having trouble with one of the interactive elements in your Dashboard, such as the Add Media button, we might ask you to check your console for JavaScript errors.

To do this, go to the screen where you are having the problem, and then follow the steps for your browser below:

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 JavaScript Errors in Mozilla Firefox

  1. Click the Firebug button to the right of the Home and Bookmarks button, and click “Show Error Console.”
  2. In the Firebug window that appears, click the “Console” tab, and then “Errors” below it:
    Screen Shot 2014-01-02 at 11.20.24 AM
  3. Take a screenshot of all the errors that are shown. You might need to drag the top of the console higher so that all the errors are displayed on the screen.

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JavaScript Errors in Google Chrome

  1. In Google Chrome, go to ViewDeveloperJavaScript Console.
  2. The error console should load at the bottom of your page. If you don’t see any errors, make sure that the “Console” tab at the top of the console and the “Errors” tab at the bottom are selected. Then, try reloading the page.
    Screen Shot 2013-12-31 at 2.53.41 PM
  3. Take a screenshot of all the errors that are shown. You might need to drag the top of the console higher so that all the errors are displayed on the screen.

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JavaScript Errors in Safari

  1. In Safari, go to Safari Preferences, then click the Advanced tab, and check “Show Develop menu in menu bar”.
  2. In your Safari menu, go to DevelopShow Error Console, and the Error Console will open at the bottom of your screen:
    Screen Shot 2013-12-31 at 3.03.18 PM
  3. Take a screenshot of all the errors that are shown. You might need to drag the top of the console higher so that all the errors are displayed on the screen.

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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.

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