Some Help Here Please

Please read the following and let me know if it makes sense at all..
Thanks for any feedback.
Tai P: Thank you, and what technical issue may we assist you with?
VictorPettus: access to www.ctcbookstore.com
Tai P: Then
VictorPettus: Then?
Tai P: You did not give me any descriptions of the problem.
VictorPettus: I need to be able to access the website 216.58.234.195
VictorPettus: I can't seem to access this website
Tai P: I see, so you can not access to that website.
Tai P: Do you have any errors?
VictorPettus: no
Tai P: Only one website you can not access?
VictorPettus: yes
Tai P: Are you using Internet Explorer as your web browser?
VictorPettus: Safari
Tai P: Do you have a router or any other type of home networking device installed?
VictorPettus: Safari can t open the page.Safari could not open the page http://www.ctcbookstore.com/ because the server stopped responding
Tai P: That error indicates the server of the website is not responding or the firewall keeps blocking the connection to the server.
VictorPettus: Yes, and I already tried removing the router, rebooting my computer, rebooting the cable modem and connecting to the website, with the same results
VictorPettus: OK, one more question, are you able to access the website?
Tai P: I can open the website here without problem, it could be the firewall in your computer.
VictorPettus: Not turned on
Tai P: Or spyware related problem.
VictorPettus: Spyware?
Tai P: Have you cleared the cookies, cache in your browser?
VictorPettus: Yes
Tai P: Yes, spyware could block the website.
VictorPettus: I will have to ask the people at Apple about the spyware problem
Tai P: Do you have different browser?
VictorPettus: Or do you think it's spyware on some other computer
VictorPettus: I have netscape, firefox, IE, and AOL for Mac OS X
Tai P: Have you tried all of them?
VictorPettus: Yes, AOL for Mac OS X works
VictorPettus: but none of the others
Tai P: Then the spyware problem that hijacked your browser.
VictorPettus: all of them?
Tai P: If one of them work then nothing is wrong with modem or server.
Tai P: You may check those browser settings or router settings.
VictorPettus: OK, so AOL is working, that eliminates the modem and server...Now we are narrowing the problem down to... the Browser or the Router...correct?
Tai P: If your IP is blocked or Road Runner blocked the domain you can not open it with AOL browser.
Tai P: That is correct.
VictorPettus: Wonderful, so..If I remove the router completely, and the problem is still the same, then that would mean the four browsers I have are all hijacked by spyware?
Tai P: It could be that.
VictorPettus: Or?
Tai P: The problem is locally only.
Tai P: You need to bypass router to pin point problem step by step.
Tai P: Are there any other technical issues with which we may assist you?
VictorPettus: yes
VictorPettus: what are the pin point procedures?
VictorPettus: I would like to do a process of elimination to get to the exact source of the problem
Tai P: Connect the computer which have the browser problem to the modem to see if it can access the website.
VictorPettus: The problem is the same
Tai P: Then your browser problem, update the anti spyware and anti virus program then run the scans to clean up any spyware or virus could cause the problem.
VictorPettus: I have another question, are there any USB drivers that would allow the SB4220 to connect to a iMac?
Tai P: Nope, we don't have USB driver for Apple computer.
VictorPettus: Is there another modem?
Tai P: We don't have the modem to support USB connection to Macintosh computer now.
VictorPettus: I see, well I will contact Apple to find some Anti-Spyware and Anti-Virus removal software. Have any other customers ever mentioned having this type of problem before?
Tai P: Yes, and some cases were the spyware problem or the IP was blocked by the host server.
Tai P: In your case the IP is not blocked.
Tai P: Or the router firewall or computer firewall blocks the site.
VictorPettus: Wonderful, I really appreciate your help in resolving this. I will contact Apple immediately, I don't like the the thought of spyware, and since I've already tried removing the router and turning off all firewalls, I know it must be Spyware
Tai P: You're very welcome.
VictorPettus: And we also know that the IP is not blocked
Tai P: Have a good night!
VictorPettus: I won't until this is resolved
VictorPettus: but thank you
Tai P: That is correct, otherwise you can not access it by AOL browser.
VictorPettus: please send a copy of this chat session to my email address
Tai P: Sure.
Tai P: If you have no further issues that we can assist you with, you may end the chat session by clicking on the X button and a chat transcript will be displayed for you. Once again thank you for choosing Road Runner!

craj --
Wow!
OK, I can access the site just fine through Safari.
Now that we've read this amazing exchange and have an idea of what you're dealing with, get back to us with more specific details, OK? By the way, who did you call for that "customer support???"
Please don't worry about spyware.
It's 99% positive that that is not your problem.
Couple of questions for you, OK?
1. What OS are you using?
2. Who is your ISP? Is it RoadRunner?
3. Is this the ONLY site that you can't access?????
4. So AOL can access it, but Safari, IE, netscape & firefox can't?
Is that correct?
5. Do you have Norton or Virex on there????
Get back to us, OK?
This is fascinating . . .

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