Case Study: Website Not Loading on Work PC – Clayton (Starlink Internet)
Client: Home-based business owner, Clayton
Service: PC diagnostics, malware removal, network troubleshooting
Internet: Starlink
Background
A client in Clayton contacted Computer Technicians because her business website would not load on her work PC. The issue had been ongoing for a few days and was disrupting her workflow. She uses Starlink internet, and the strange part was this:
Another computer on the same Starlink network was working perfectly, which immediately told us the problem was isolated to her work PC.
Initial Assessment
On arrival, we confirmed the issue:
- Her website wouldn’t load
- Other websites were slow or partially loading
- The second PC in the house worked flawlessly
This ruled out Starlink, the router, or any network-wide problem.
Troubleshooting Steps
To narrow down the culprit, we carried out a full diagnostic checklist.
- Checked VPN – No Issues
She occasionally uses a VPN for work, but it was disconnected.
Tried toggling VPN on/off – no change.
- Network Settings Verified
- IPv4 OK
- IPv6 OK
- Correct DNS settings
No unusual configurations.
- Windows Firewall Review
Firewall rules looked normal.
Reset firewall rules to default – still no improvement.
- Antivirus Checked (Bitdefender)
Disabled Bitdefender temporarily – website still wouldn’t load.
So it wasn’t an antivirus blockage.
- DNS Troubleshooting
- Flushed DNS cache
- Tried connecting through WiFi and Ethernet
- Switched DNS to Google DNS (8.8.8.8 & 8.8.4.4)
None of these made a difference.
- Browser Testing
Installed Firefox to rule out browser corruption.
Firefox failed to load the site as well.
- Hardware & Internet Reset
- Restarted PC
- Restarted Starlink terminal
Still no luck.
At this point, with the second PC working fine, all roads pointed to a local software-level issue on the affected machine.
The Breakthrough
When common fixes don’t work, the next logical step is to check for hidden malware or adware affecting network behaviour.
We ran AdwCleaner, a lightweight but powerful tool designed to detect browser hijackers, DNS changers, and hidden adware.
The result?
AdwCleaner detected around 20 infections including:
- DNS hijack traces
- Browser modification entries
- Suspicious background services
We cleaned all infections and restarted the PC.
Outcome
After the restart, everything worked perfectly.
- The client’s website loaded instantly
- Other websites behaved normally
- No delays, no hangs, no strange redirects
The PC was performing like new.
Root Cause
The issue was caused by malicious software modifying DNS/web filtering behaviour, making certain websites inaccessible while others still loaded. Because the second PC was clean, the network appeared fine – leading to confusion until the infected machine was scanned.
Client Feedback
The client was relieved to have the problem solved after days of frustration. She also appreciated the clear explanation and preventative advice.
Preventative Recommendations
We advised the client to:
- Keep Bitdefender active and updated
- Avoid unknown browser extensions
- Run AdwCleaner monthly
- Avoid free software bundles
- Enable browser-based security checks
Worried Your PC Might Be Infected?
If your computer is acting strange, refusing to load websites, running slowly, or showing unexpected pop-ups, you don’t have to put up with it. Our team at Computer Technicians provides fast, onsite malware removal across Melbourne and the Mornington Peninsula to get your system clean and secure again.
We can:
- Detect and remove hidden malware, adware, spyware, and browser hijackers.
- Fix DNS issues, website loading problems, and strange network behaviour.
- Restore your PC’s speed and performance with a full system cleanup.
- Put in place proper protection so the problem doesn’t return.
Don’t let malware disrupt your workday — Call us today on 0484 357 559 or fill out the form on this page and we’ll get back to you ASAP.
