Web Hosting Talk : Web Hosting Main Forums : Hosting Security and Technology : Website vs. Traceroute

[libran]

Hi guys,

I'm having a problem with this.

We are hosting a site. The client said that some of their clients cannot browse their website. I ask them to give us a traceroute of the people that are having a problem browsing their site.

The problem is some of their client's traceroute is okay but they cannot browse the site. And the others has a RTO but they can browse the site.

What could be the problem?

Any help would be much appreciated. THANKS!

[servertechs]

Hello,

1. Isp dns servers might be failing on the client machine.
2. Ip of the client blocked check server firewall
3. Local ISP problem

[MH-Nick]

Originally Posted by servertechs

3. Local ISP problem

Find out who their ISP is (from the traceroute), if they're UK based and their ISP is Demon, they've been having issues recently but they're not very helpful about it because they're only talking to their customers (not us).

[libran]

Hi guys,
When our clients try to visit the site, the browser says done but the website doesn't appear. What should be the possible problem? also the possible solution?

Thanks in advance

[tajidyakub]

I say most likely the solution is not yours to give, as long as;

The Domain Name resolved to your IP Address (Name Server Problems), check by digging from outside of your networks.

Your server is reachable (network issues), check by doing traceroute also from outside of your network.

Your web server is listening correctly on the http port say 80 (configuration issues) for that specific domain, also you could check this by using services like browsrcamp.com.

If the problem is persistent and not only temporary, sad to say that probably you should advice the client to move to another hosting company or move to your server on different network.

If a lot of your client complaining about the same thing, you probably should move to a different network.