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  #1  
Old 05-10-2012, 02:27 AM
evocart evocart is offline
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Client having problems viewing their site


I have a client that has been having problems on and off viewing her site, I got her to do a traceroute and then my host said...

"From the traceroute it seems like a network related issue. Please have a try from a different ISP and let us know if the issue persists."

No to me that is not very helpful, as she wants to view the site on her computer not someone elses or am I totally missing the point and missing what it means. Or does it just mean she cam try using a different browser.

Just to add - the site is showing 100% uptime and everyone else can see it, so it is probably a network issue.

Any suggestions?



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  #2  
Old 05-10-2012, 02:41 AM
TheWareHive TheWareHive is offline
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You can try having her view the site via a proxy. If the site was just created then there still might be DNS propagation going on and her ISP's DNS resolver's just haven't caught up yet.

If the account is not new, and she can access the site via a proxy then she should try flushing her computers DNS cache and maybe even contact her ISP to see what is going on.

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  #3  
Old 05-10-2012, 03:05 AM
Askforhost Askforhost is offline
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As Thewarehive said, if site is new, then surely propagation going on or if site is old, definitely DNS Error.
Flush DNS Servers, and then try loading site.

or Told her to use Google DNS and then try again as
8.8.8.8
8.8.4.4

This trick works for one of my client in Nigeria.

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  #4  
Old 05-10-2012, 03:09 AM
evocart evocart is offline
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Thanks for the replies, the site is 8 days old, so pretty new. I have now suggested the things mentioned above and hope that works for her.

  #5  
Old 05-10-2012, 07:04 AM
HostXNow_Chris HostXNow_Chris is offline
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Your client is probably accessing her mail on mobile to often causing her IP to be temporarily blocked. You can check Main >> Security Center >> cPHulk Brute Force Protection (Login/Brute History Report) to see if her IP is being blocked. If it is, her phone is checking mail more than 60 times in a hour causing her IP to be temporarily blocked. You can increase the limit in CSF from 60 to 180 logins per hour.

I'm guessing you're using cPanel/WHM/CSF because I remember you waiting for the VPS from FutureHosting.

Check

Quote:
###############################################################################
# SECTION:Login Tracking
###############################################################################
# Block POP3 logins if greater than LT_POP3D times per hour per account per IP
# address (0=disabled)
#
# This is a temporary block for the rest of the hour, afterwhich the IP is
# unblocked
LT_POP3D

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  #6  
Old 05-10-2012, 09:24 AM
NotHere NotHere is offline
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Along with what HostXNow said, if you have the client go to whatismyip.com then give it to your server admin.Have them checked the blocked IPs in the firewall if you have one.

  #7  
Old 05-10-2012, 09:31 AM
SPINIKR-RO SPINIKR-RO is offline
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Quote:
"From the traceroute it seems like a network related issue. Please have a try from a different ISP and let us know if the issue persists."

No to me that is not very helpful, as she wants to view the site on her computer not someone elses or am I totally missing the point and missing what it means. Or does it just mean she cam try using a different browser.
To answer the question -

This helps narrow things down if you check from a different ISP/Proxy/location then you can rule out DNS/prop or some sort of routing issue with your home ISP or a larger routing issue at a further level.

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  #8  
Old 05-10-2012, 09:09 PM
FernGullyGraphics FernGullyGraphics is offline
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Quote:
Originally Posted by hostmyshop View Post
I have a client that has been having problems on and off viewing her site, I got her to do a traceroute and then my host said...

"From the traceroute it seems like a network related issue. Please have a try from a different ISP and let us know if the issue persists."

No to me that is not very helpful, as she wants to view the site on her computer not someone elses or am I totally missing the point and missing what it means. Or does it just mean she cam try using a different browser.

Just to add - the site is showing 100% uptime and everyone else can see it, so it is probably a network issue.

Any suggestions?
Have you tried asking her if she can reboot (reset her modem) and see if she can access her website? You can always have her go here http://www.downforeveryoneorjustme.com/ and have her type in her domain name (this will at least show her that you are not lying to her and that the problem is local, not with the server).

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  #9  
Old 05-10-2012, 09:13 PM
cd/home cd/home is offline
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Hello,

Make sure their IP has not been blacklisted and their DNS is correct

That would be a good starting point...

Regards,

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  #10  
Old 05-10-2012, 09:16 PM
DWS2006 DWS2006 is offline
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Like others have stated a firewall block is the first issue that comes to mind, however if the connection dies before reaching the server that points to a network issue. Does the traceroute show any hops before the failure begins?

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  #11  
Old 05-14-2012, 09:38 AM
evocart evocart is offline
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I'm really at my whits end now and dont know what to do, my client is still having problems viewing her site and the last message from my host is that her IP address is not blocked and an Internet service provider (ISP) is an organization that provides access to the Internet. So the user need to check this from a machine which is provided by an another organization . She may do this by changing her ISP or by checking from an another location say from her friends machine which is having a different ISP.


Now I cant suggest that she changes her ISP can, that seems a bit mad to me. Also I can ask her to see if it will work ona friends computer, but how is this going to help her?

I have checked it from 3 different UK locations and its showing fine, (though she is in the USA) so guissing its going to show fine on her friends computer.

Any ideas what I can do now? I feel really bad for this client.

  #12  
Old 05-14-2012, 10:10 AM
Serverfruit-Kris Serverfruit-Kris is offline
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Quote:
Originally Posted by hostmyshop View Post
I'm really at my whits end now and dont know what to do, my client is still having problems viewing her site and the last message from my host is that her IP address is not blocked and an Internet service provider (ISP) is an organization that provides access to the Internet. So the user need to check this from a machine which is provided by an another organization . She may do this by changing her ISP or by checking from an another location say from her friends machine which is having a different ISP.


Now I cant suggest that she changes her ISP can, that seems a bit mad to me. Also I can ask her to see if it will work ona friends computer, but how is this going to help her?

I have checked it from 3 different UK locations and its showing fine, (though she is in the USA) so guissing its going to show fine on her friends computer.

Any ideas what I can do now? I feel really bad for this client.
As I understand it, everyone except her, or people using that same ISP can access the site. If so, I would contact her ISP.

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  #13  
Old 05-14-2012, 10:12 AM
evocart evocart is offline
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I did get her to contact her ISP and she forwarded their reply...

"We ran tests on your line and are unable to find any issues. Please contact the provider of your webstore for further assistance.

I hope this helps. If not or if you have any further questions that we can be of help with, please feel free to reply back to us, chat with an online agent or calling us."

  #14  
Old 05-14-2012, 10:16 AM
Serverfruit-Kris Serverfruit-Kris is offline
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Quote:
Originally Posted by hostmyshop View Post
I did get her to contact her ISP and she forwarded their reply...

"We ran tests on your line and are unable to find any issues. Please contact the provider of your webstore for further assistance.

I hope this helps. If not or if you have any further questions that we can be of help with, please feel free to reply back to us, chat with an online agent or calling us."
Okay. Then it must be something in between. You said you had her do a traceroute. Could you please post that here?

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  #15  
Old 05-14-2012, 10:19 AM
evocart evocart is offline
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Traceroute has started ...




traceroute: Warning: www.magnolia-moon.com has multiple addresses; using 66.152.109.24

traceroute to www.magnolia-moon.com.Home (66.152.109.24), 64 hops max, 40 byte packets

1 192.168.0.1 (192.168.0.1) 1.832 ms 0.759 ms 0.653 ms
2 ptld-dsl-gw38-230.ptld.qwest.net (207.225.84.230) 25.478 ms 27.310 ms 25.578 ms
3 ptld-agw1.inet.qwest.net (207.225.86.41) 26.380 ms 28.789 ms 26.926 ms
4 sea-brdr-02.inet.qwest.net (67.14.41.18) 30.841 ms 29.998 ms 30.008 ms
5 64.208.27.137 (64.208.27.137) 30.015 ms te8-3-10G.ar5.SEA1.gblx.net (64.208.110.141) 30.563 ms 64.208.27.137 (64.208.27.137) 28.725 ms
6 gx-inet.gigabitethernet7-5.asr1.bos1.gblx.net (64.209.97.126) 116.726 ms 115.756 ms 118.006 ms
7 ge-1-9.cr2.alb1.tvc-ip.com (66.109.38.161) 118.224 ms 117.527 ms 117.813 ms
8 ge-2-2.es2.alb9.tvc-ip.com (66.109.38.194) 119.734 ms 118.774 ms 119.554 ms
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