For about a week, I've not been able to reach (no response from) the server which hosts our company website and, much more importantly, mail server. The complication is that the problem isn't universal, and I cannot pin it down to a particular contiguous address range.
Support staff always seeem to assume the absolute lowest common denominator. So far all I've gotten back from them is "the server is up and functioning", even though I've explained the situation in detail and acknowledged that the actual server was not the problem.
I've tried to make sense of it by doing a number of traceroutes from remote machines with different IP addresses (a service offered by various companies), and the problem does not appear isolated to me. I was hoping this investigation would show up something obvious, like an erroneously banned IP range.
To make things more complicated, I've gone through this hosting company's various physical servers one by one (though my site only resides on one of them), and I do not get a response from the majority, but a few do reply (~10%). Conversely, remote machines which can reach my server, reach all the rest of their network without a hitch. I cannot even reach the webhosting company's main website, and so must navigate it via Google's cache, which makes all of this a little more fun. I guess it is better than nothing that their support desk is hosted elsewhere, at least I can create a ticket.
After 4 days of ticket waiting and no help, I was wondering if anyone had an suggestion. My guess is that my packets are being filtered by "something" with a messed up rule set, and the support staff do not know the first thing about it. Basically packets reach the last hop before the destination IP, after which no response is observed.
The company is Affordablehost.com, and for the last 3 years or more we've had only 1 problem, which was resolved surprisingly quickly. I really want my bloody email.
PS: For every other thing I do online, there are no problems at all.
Originally posted by cerebis The company is Affordablehost.com, and for the last 3 years or more we've had only 1 problem, which was resolved surprisingly quickly. I really want my bloody email.
AffordableHost is now owned by DotCanada, and if you do a little searching on the forums, you'll find that they have had quite a bit up trouble with the transition. There are quite a few AffordableHost clients having various problems lately.
Yep, I have been reading these threads. All the problems I saw discussed seem to be different to mine. The predominate problem of server outage (for a multitude of reasons) sort of fits in with the simple "the server is fine" response I received from the support staff. I was hoping I could shed some light on the problem for them, even though it appears my ticket is now in the "replied - now ignore indefinitely" bin.
Thanks for doing that, but as I said, I know the server is up and functioning. It is a matter of connectivity, and appears to only effect some source IPs. I came to that conclusion after going through quite a few traceroutes from remote machines around the world, hoping to show that the problem was something at my end.
I collected what I believe to be a list of all of Affordablehost's physical servers, and tested whether or not I could get a response from any of them. For each server, I looked for a response from both my local machine, and a remote server I have shell access on. As you can see, the remote machine appears to have no problems and I suspect it can be taken as "normal". There doesn't appear to be any rhyme or reason behind those which respond and those which do not. These are the same results regardless of the type of packet or destination port, and the last routing is very similar, with the final hop being the same in either case.
I'm considering opening another ticket with Affordable, it's been 5 days since I opened the original one and over a week since I last read my mail. I guess we're not a priority, since we just pay for minimal hosting.
IP Response Remote_Response
22.214.171.124 no yes
126.96.36.199 yes yes
188.8.131.52 yes yes
184.108.40.206 no yes
220.127.116.11 no yes
18.104.22.168 yes yes
22.214.171.124 no yes
126.96.36.199 yes yes
188.8.131.52 yes yes
184.108.40.206 no yes
220.127.116.11 no yes
18.104.22.168 no yes
22.214.171.124 no yes
126.96.36.199 yes yes
188.8.131.52 yes yes
184.108.40.206 no yes
220.127.116.11 no yes
18.104.22.168 no yes
22.214.171.124 yes yes
Website & DNS servers
126.96.36.199 no yes
188.8.131.52 yes yes
184.108.40.206 yes yes
220.127.116.11 no no
18.104.22.168 yes yes
I understand that, as I have a fairly good understanding of at least named, but I am definitely guilty of not understanding the more complex problems that they can be responsible for. I've informed my hosting service, and we'll see what they think about it. Hopefully they do not treat name server issues with skepticism.
Perhaps you responded to my last description of connectivity not noticing that your original reply and that post nearly coincided? I didn't miss the gist of it.
Well, 6 days after I opened a ticket, I am told to reset my connection and talk to my ISP and the ticket is closed. They could find no problems, and claim to have tested connectivity with positive results, and yet all 6 lookingglass examples I gave are still failing to reach our server.
No mention of resolving any of the DNS issues brought to light by Website Rob.
After 6 days its time to pick up and move on. especially with the transit strangeness you are seeing. The DNS problems are annoying but shouldnt be causing the problems you are seeing if you *know* the ip you are trying to get to.
Yes, moving appears to be the best course of action. We have had plans to lease a dedicated server once a project is ready for release, but were going to retain Affordablehost for our website/mail server due to the great track record over the last few years. I guess we'll just move everything.
Frustrating, because I don't like leaving problems unresolved, and this issue is going to continue creating problems for other customers.