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  1. #1
    Join Date
    May 2010
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    Lincoln (UK)
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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?

  2. #2
    Join Date
    Apr 2012
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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.
    Tyler S.
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  3. #3
    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. #4
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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. #5
    Join Date
    Oct 2009
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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

    ###############################################################################
    # 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. #6
    Join Date
    Apr 2009
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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. #7
    Join Date
    Feb 2012
    Location
    Memphis, TN
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    "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. #8
    Join Date
    Jun 2010
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    Modesto California
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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. #9
    Join Date
    Nov 2009
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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,

  10. #10
    Join Date
    Feb 2006
    Posts
    4,266
    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. #11
    Join Date
    May 2010
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    Lincoln (UK)
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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. #12
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    Nov 2010
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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. #13
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    May 2010
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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. #14
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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. #15
    Join Date
    May 2010
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    Lincoln (UK)
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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
    9 * * *
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  16. #16
    Join Date
    Nov 2010
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    Can you verify if she can access http://magnolia-moon.com/ (without www)?
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  17. #17
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    I will check and reply with the answer.

  18. #18
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    Are you absolutely sure she hasn't been blacklisted in CSF?

  19. #19
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    May 2010
    Location
    Lincoln (UK)
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    898
    Well I did ask HawkHost if her IP address is blacklisted and the reply was no (full reply above). And I have no way of checking as I only have a reseller account for USA clients.

    But what is CSF?

  20. #20
    Join Date
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    England, United Kingdom
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    Quote Originally Posted by hostmyshop View Post
    Well I did ask HawkHost if her IP address is blacklisted and the reply was no (full reply above). And I have no way of checking as I only have a reseller account for USA clients.

    But what is CSF?
    Its a free software firewall http://www.configserver.com/cp/csf.html
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  21. #21
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    Quote Originally Posted by hostmyshop View Post
    Well I did ask HawkHost if her IP address is blacklisted and the reply was no (full reply above). And I have no way of checking as I only have a reseller account for USA clients.

    But what is CSF?
    Well if HawkHost said the IP is not blacklisted it is not blacklisted. CSF Ia a firewall.

    The reason I asked about non-WWW is that I could see there are no A record for www of the domain.
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  22. #22
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    Quote Originally Posted by lakridserne View Post
    Well if HawkHost said the IP is not blacklisted it is not blacklisted. CSF Ia a firewall.

    The reason I asked about non-WWW is that I could see there are no A record for www of the domain.

    Her domain isn't actually registered with us, she just changed the nameservers so is there any possibility this could be cauing a problem? I know it took ages for them to update the nameservers so it didnt inspire much confidence from the word go.

  23. #23
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    Quote Originally Posted by hostmyshop View Post
    Her domain isn't actually registered with us, she just changed the nameservers so is there any possibility this could be cauing a problem? I know it took ages for them to update the nameservers so it didnt inspire much confidence from the word go.
    The name servers are currently set to
    ns1.evocart.us
    ns2.evocart.us

    I assume that is you hence your signature.
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  24. #24
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    yes the name servers are correct

  25. #25
    That could most definetly be the problem. cause if there dns responds slow to your server that could cause all sorts of problems.
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