I operate a web site that is hosted in a network facility. This web site was recently to a new server in a colocation facility 2 mo ago from a hosted provider. Today and yesterday, I have been receiving issues with certain customers not being able to access the web site. I am posting here in hopes that someone can help me diagnose and solve this issue, or at least suggest some new diagnostic tests that can further this issue. Details below, thanks!
The web site is: www.SERVERNAME.com
, IP: 18.104.22.168, hosted by osiriscomm.com. After spending 20-30 embarrasing minutes working with 3 diff customers, I conclude the following:
1) They cannot reach www.SERVERNAME.com
via web browser
2) They cannot ping the server (request timed out), but the IP address is correct, so DNS appears to be fine.
3) Tracert fails at their DSL router:
Tracing route to www.SERVERNAME.com
[22.214.171.124] over a maximum of 30 hops:
1 <1 ms <1ms <1ms 192.168.1.1 (or other router IPs)
2 * * * Request timed out.
4) User can access other sites, even web sites in the same network, such as the colo providers own website (126.96.36.199), even using IE. Pings work to common sites such as www.google.com
5) Use of pathping results in similar results...
Under what conditions would the router not know where to go next? An interesting test was to determine the customer's public IP address of their DSL connection, and performing a tracert from the web server. This worked successfully. So there is a physical network path from one machine to the other, but the router doesn't know how to traverse this from it's side.
Any suggestions? Anyone heard of a DSL connection selectively not being able to access a certain site? One user was AOL, two others were using SBC Yahoo! DSL. Users not able to access website are users not able to complete orders, so you can see why this is important. Who knows how many others are experiencing the same issue and just not calling in the problem.