I cannot connect to "help" in any app.

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I cannot connect to "help" in any app.

I have been a Windows user since way back. I have recently changed to mac and am in the process if setting up my imac retina display. I was relying on the "help" function of the apps to familiarize myself with Mac. When I select a topic in any of the help menus, I get the message

"The selected topic is currently unavailable

Make sure you’re connected to the Internet. For help connecting, choose Apple menu > System Preferences, click Network, and click “Assist me.”

If you’re connected to the Internet, and the content still doesn’t appear, try again later."

I am connected to the internet via ethernet to Airport Extreme, my browser works fine. My sons' mac laptop has the same problem on my internet service but not on his. I am on NBN Satellite. Has anyone else had this problem and what was the solution?

iMac with Retina 5K display, OS X Yosemite (10.10.4)

Posted on Aug 1, 2015 7:22 AM

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Answer 1

Aug 1, 2015 2:27 PM in response to frankmin

You can have routing issues.. NBN satellite is likely to give you a private IP address which is not routable by public system.. if the main router is then double NAT you will have issues with some website.

Do a traceroute from terminal to google DNS and post the results.. Then try a tracroute to the server that comes up where the apple help is trying to connect.. it should show up in the app itself but if tell me and I will see if I can find out for you.

Post the trace.. it has no security issues.. so here is mine.

eg.

traceroute 8.8.8.8

traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets

1 gargoyle (192.168.2.254) 0.919 ms 0.746 ms 0.574 ms

2 adsl03.mel01.eftel.com (203.123.68.34) 24.971 ms 25.205 ms 25.088 ms

3 tge0-0-0-302.core0.mel.dft.com.au (203.123.68.25) 24.406 ms 24.899 ms 24.442 ms

4 203.123.69.134 (203.123.69.134) 25.851 ms 26.049 ms 25.763 ms

5 be1-v551.bsr02.masceqx.nsw.m2core.net.au (122.148.4.178) 42.516 ms 41.294 ms

157.2.148.122.network.m2core.net.au (122.148.2.157) 39.830 ms

6 google-gw.bsr02.masceqx.nsw.m2core.net.au (122.148.2.154) 39.639 ms

be1-v551.bsr02.masceqx.nsw.m2core.net.au (122.148.4.178) 40.428 ms

google-gw.bsr02.masceqx.nsw.m2core.net.au (122.148.2.154) 38.905 ms

7 google-gw.bsr02.masceqx.nsw.m2core.net.au (122.148.2.154) 40.087 ms 40.482 ms

216.239.40.223 (216.239.40.223) 39.498 ms

8 216.239.40.223 (216.239.40.223) 40.425 ms

216.239.41.77 (216.239.41.77) 40.277 ms

216.239.41.97 (216.239.41.97) 38.571 ms

9 216.239.41.97 (216.239.41.97) 39.795 ms

google-public-dns-a.google.com (8.8.8.8) 38.697 ms

216.239.41.13 (216.239.41.13) 39.866 ms

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