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Thread: DNS trouble

  1. #1

    DNS trouble

    I recently moved from a reseller account to a dedicated server with Managed.com. I am the owner of meanpc.com, but I have an admin that actually configures/maintains the server.

    One of my clients is unable to get to the new server. I changed the IP info for the name server at my registrar, godaddy.com. I also configured the nameservers in whm.

    Everyone else can get to the sites on the server, except this guy. It has been about 11 days since the move. Everyone else and I have been able to get to the site since about 24 hours after I put the change in.

    His friend can reach the server, but he is on a different ISP. The server basically cannot be accessed from anyone using RoadRunner Cable Internet in Kansas City. He has been on the phone with their tech support and they say that there might be a server in between here and there that has not refreshed yet.

    People in AU, GB, all over the US are having no similar trouble getting to the server.

    Is there anything that can be done? This is going on much too long now.

    Thanks,
    Lonnie Honeycutt

  2. #2
    Join Date
    Jul 2001
    Posts
    889
    Yes, tell him to use your nameserver as his primary nameserver for his internet connection for a week or so. That will atleast make it work for him...

  3. #3
    Thanks, I will tell him that and let you know how it works. I assume you are talking about putting my IP addresses in as his DNS server's in his networking/tcp-ip settings.

  4. #4
    Join Date
    Jul 2001
    Posts
    889
    Yeah.

    Most likely, it will be set to obtain DNS info automatically, so just have him switch it to "specify.." and put your info in there.

    If you want to go he extra mile, have him do "ipconfig /all" to see his ISP's DNS servers and have him put one of those as the secondary (in case your server is offline for some reason).

    Finally, tell him to change it back to "obtain automatically" after a week or two.

  5. #5
    OK, that did not work.

    We have managed to narrow it down to a specific issue though.

    Results of his traceroute:

    Tracing route to spektrumcreations.com [65.75.158.11]
    over a maximum of 30 hops:

    1 <1 ms <1 ms <1 ms homeportal.gateway.2wire.net [172.16.0.1]
    2 6 ms 5 ms 8 ms 10.62.96.1
    3 8 ms 6 ms 9 ms gig2-1.kscymoworn-rtr1.kc.rr.com [24.94.161.185]

    4 7 ms 7 ms 7 ms srp14-0.kscymordc-rtr1.kc.rr.com [24.31.239.1]
    5 7 ms 9 ms 7 ms srp14-0.kscymordc-rtr3.kc.rr.com [24.94.160.193]

    6 17 ms 17 ms 19 ms so0-0-0.chcgilL3-rtr1.kc.rr.com [24.94.160.5]
    7 17 ms 17 ms 18 ms pop1-chi-P7-0.atdn.net [66.185.136.109]
    8 18 ms 17 ms 18 ms bb1-chi-P0-0.atdn.net [66.185.141.84]
    9 18 ms 17 ms 18 ms pop2-chi-P0-0.atdn.net [66.185.148.65]
    10 18 ms 17 ms 18 ms XO.atdn.net [66.185.132.106]
    11 18 ms 17 ms 27 ms p5-0-0.RAR1.Chicago-IL.us.xo.net [65.106.6.133]

    12 51 ms 41 ms 42 ms p6-0-0.RAR2.Denver-CO.us.xo.net [65.106.0.25]
    13 41 ms 41 ms 42 ms p0-0-0-1.RAR1.Denver-CO.us.xo.net [65.106.1.77]

    14 74 ms 84 ms 74 ms p6-0-0.RAR1.SanJose-CA.us.xo.net [65.106.0.21]
    15 75 ms 74 ms 74 ms p0-0-0.MAR1.Fremont-CA.us.xo.net [65.106.5.134]

    16 75 ms 74 ms 74 ms p0-0.CHR1.Fremont-CA.us.xo.net [207.88.80.178]
    17 64 ms 64 ms 64 ms 67.104.60.222.ptr.us.xo.net [67.104.60.222]
    18 64 ms 73 ms 64 ms 66.79.175.2
    19 * * * Request timed out.
    Looks like he is timing out at 66.79.175.2 ---on successful traceroutes that I have done, my server is the very next one. This traceroute makes it to the datacenter, but not to my server.

    This server is at managed.com

    I have performed a traceroute from here, and I get through the 66.79.175.2 server fine. So does managed.com when they traceroute it. So does everyone else I have talked to.

    Managed.com network engineer is looking at it...but it doesn't actually look like their fault.

    Roadrunner (his ISP) has already said it is not their fault.

    I don't know enough about routing to figure this one out. Any ideas from anyone?

    Is it possible my DNS settings are wrong or something? I'm having a hard time here.

    Thanks
    Lonnie

  6. #6
    Join Date
    Sep 2002
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    Have you yourself been able to successfully trace to the server? Perhaps traceroutes have been disabled on the server end.
    Aside from that:
    Get your client's ip, make sure he's not somehow blacklisted in your system. That's a very good possibility.
    Tom Whiting, WHMCS Guru extraordinaire
    Linux problems? WHMCS Problems? Give me a shout
    Check out my WHMCS Addons

  7. #7
    Yes, I can traceroute from my system. Other people around the world can too.

    I have not banned his IP.

  8. #8
    Join Date
    Sep 2002
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    Originally posted by meanpc
    Yes, I can traceroute from my system. Other people around the world can too.

    I have not banned his IP.
    I didn't say you specifically now did I?
    Trust me, just check. You'd be surprised how many ip's get automatically banned. if you're running APF w antidos, it's entirely possible. if you're running any firewall, it's very possible. These things don't need user intervention, they do (rarely, but occasionally) just happen.
    Tom Whiting, WHMCS Guru extraordinaire
    Linux problems? WHMCS Problems? Give me a shout
    Check out my WHMCS Addons

  9. #9
    No, you didn't say me specifically.

    The ban would have to be on the server directly in front of mine. I will get managed.com to look into it.

  10. #10
    Join Date
    Sep 2000
    Location
    Alberta, Canada
    Posts
    3,146
    Are they able to connect using the IP address? Presuming you gave your Reseller a Dedicated IP for their Domain, they should be able to reach it that way. If not, then I would agree there is a Server or Router setting that is blocking their access.
    PotentProducts.com - for all your Hosting needs
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  11. #11
    Rob,
    No they are not able to connect using IP address. They are NOT a reseller and do not have a dedicated IP.

    managed.com is currently waiting for me to send them another tracert from the client's computer. I'm waiting for him to email that to me. They didn't say if they actually found or changed anything though.

  12. #12
    Join Date
    Sep 2002
    Location
    Top Secret
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    Here's another question
    Are they able to connect using any of your server's OTHER ip's? If they are then most likely you're blocking them from the base ip somehow. If NOT, then it's still possible YOU are blocking them, but most likely they're being blocked from the router itself.
    Tom Whiting, WHMCS Guru extraordinaire
    Linux problems? WHMCS Problems? Give me a shout
    Check out my WHMCS Addons

  13. #13
    UPDATE

    Here's one I really need help with. Maybe someone will know what to do with this.

    I have a dedicated server at managed.com. It runs fine, 100% uptime so far.

    I have one client who cannot access the server. The DNS info IS resolving. He cannot get to my server at the datacenter.

    I have a system administrator running the box. He is not blocking the IP with the software firewall and there are no bans setup in Cpanel anywhere.

    I got him to do a traceroute to the server. The tracert makes about 18 hops, then gets to the switch at the managed.com NOC. The last IP address on the tracert below is the managed.com switch. On a successful tracert, my server would be the next and last IP listed.
    6 18 ms 17 ms 18 ms so0-0-0.chcgilL3-rtr1.kc.rr.com [24.94.160.5]
    7 18 ms 19 ms 19 ms pop1-chi-P7-0.atdn.net [66.185.136.109]
    8 18 ms 17 ms 17 ms bb1-chi-P0-0.atdn.net [66.185.141.84]
    9 20 ms 19 ms 19 ms pop2-chi-P0-0.atdn.net [66.185.148.65]
    10 20 ms 17 ms 20 ms XO.atdn.net [66.185.132.106]
    11 19 ms 19 ms 20 ms p5-0-0.RAR1.Chicago-IL.us.xo.net [65.106.6.133]

    12 57 ms 44 ms 43 ms p6-0-0.RAR2.Denver-CO.us.xo.net [65.106.0.25]
    13 60 ms 43 ms 52 ms p0-0-0-2.RAR1.Denver-CO.us.xo.net [65.106.1.81]

    14 75 ms 74 ms 73 ms p6-0-0.RAR1.SanJose-CA.us.xo.net [65.106.0.21]
    15 75 ms 75 ms 91 ms p0-0-0.MAR1.Fremont-CA.us.xo.net [65.106.5.134]

    16 75 ms 75 ms 75 ms p0-0.CHR1.Fremont-CA.us.xo.net [207.88.80.178]
    17 112 ms 95 ms 66 ms 67.104.60.222.ptr.us.xo.net [67.104.60.222]
    18 66 ms 67 ms 66 ms 66.79.175.2
    19 * * * Request timed out.
    20 * * * Request timed out.
    21 * * * Request timed out.
    I have been in touch with managed.com's tech support and they claim there are no blocks/bans on IP addresses in that switch.

    I got my client to do a tracert to the domain 'managed.com'. That tracert was successful, and goes through the very same switch - 66.79.175.2.

    Some more info - my client cannot access the site through the connection at his house, his friend's house, or his mother's house. They are all on RoadRunner cable in Kansas City, MO.

    What other steps can I take to determine exactly where this problem is happening? I'm not quite sure how to read the results of the tracert. Does the tracert show that it is getting to the 66.79.175.2 switch getting routed to the next server, and the next server is not responding? Or is it showing that the signal is not getting all the way through the switch?

    Any help would be greatly appreciated.

    Lonnie
    lonnie@meanpc.com

  14. #14
    Join Date
    Feb 2001
    Posts
    313
    I am having this same problem but it is with comcast and a few other cable providers. Have you found a fix for this? If I give the users an IP address to access the can but thier resolving thier name don't.

  15. #15
    Mine doesn't even work via IP from RR. Just for RR, nobody else has trouble.

  16. #16
    bump*******

  17. #17
    Join Date
    Feb 2001
    Posts
    313
    I forgot to mention I got my system to work. The problem I was having was with the KISS software. You stated that your problem blocks your IP address, I don't know how to help you there.

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