Web page will not load

Try having your customer use a proxy to see if they can view the page then. Is it only a specific page or entire website? Proxies you can use: pagewash.com, proxify.com, or hidemyass.com

If they are able to view through the proxy, then more than likely it may be a propagation issue being that you have adjusted the nameservers (granted if you had adjusted them before), or local ISP/network issue at that customer's office, or their IP may be blocked in server's firewall.

What is the website they cannot get to load? Can you visit network-tools.com and run a traceroute on their IP and paste the output here?

I got an error right away when using proxify.com as a proxy:

ERROR
The requested URL could not be retrieved

--------------------------------------------------------------------------------

While trying to retrieve the URL: http://www.verisante.com/ 

The following error was encountered:

•Access Denied.
Access control configuration prevents your request from being allowed at this time. Please contact your service provider if you feel this is incorrect.

Your cache administrator is admin.



--------------------------------------------------------------------------------

Generated Thu, 13 Sep 2012 17:47:16 GMT by 127.0.0.1 (squid)

Here is the trace from network-tools.com:

Network Lookups may be blocked by the various registries. The direct links for ip address network lookups are:
Americas (ARIN) | Europe (RIPE) | Asia-Pacific (APNIC) | Africa (AfriNIC) | Latin American and Caribbean (LACNIC) | Asia-Pacific (APNIC) | Korea (KRNIC)


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96.53.87.146 is from Canada(CA) in region North America




TraceRoute to 96.53.87.146



Hop (ms) (ms) (ms)       IP Address Host name  1    1    0    0       8.9.232.73   xe-5-3-0.edge3.dallas1.level3.net   2    12    0    0       4.69.145.62  vlan60.csw1.dallas1.level3.net   3    0    0    0       4.69.151.126  ae-61-61.ebr1.dallas1.level3.net   4    31    24    24       4.69.151.117  ae-14-14.ebr2.chicago2.level3.net   5    Timed out    19    19       4.69.138.166  ae-2-52.edge4.chicago3.level3.net   6    28    35    35       4.53.98.50  big-pipe-in.edge4.chicago3.level3.net   7    41    39    39       66.163.77.201  rd2cs-tge1-1-1.ok.shawcable.net   8    66    62    63       66.163.78.26   -   9    79    71    71       66.163.77.162  rc2wh-tge0-9-2-0.vc.shawcable.net   10    85    79    79       66.163.68.158   -   11    68    69    68       64.59.148.150  dx1wb-g3.vs.shawcable.net   12    Timed out    Timed out    Timed out          -   13    Timed out    Timed out    Timed out          -   14    Timed out    Timed out    Timed out          -   15    Timed out    Timed out    Timed out          -   Trace aborted.

Hmmm.  Maybe I'll put that in a file.

Interesting, I get no errors:
(High Restrictions via Proxify)
https://proxify.com/p/111110A1011100/687474703a2f2f7665726973616e74652e636f6d2f

http://www.pagewash.com//////nph-index.cgi/010110A/uggc:/=2fjjj.irevfnagr.pbz/

What do you get from visiting those two links?

Looks like to me they have a local network issue causing the problem. You will want to have them perform a traceroute and/or retrace as well so that they can get some information regarding their network traffic but it looks like they have either something blocking them from their network or the ISP.

Melvins-MacBook-Pro:~ mrhillsman$ ping 96.53.87.146
PING 96.53.87.146 (96.53.87.146): 56 data bytes
Request timeout for icmp_seq 0
Request timeout for icmp_seq 1
Request timeout for icmp_seq 2
Request timeout for icmp_seq 3
Request timeout for icmp_seq 4
Request timeout for icmp_seq 5
Request timeout for icmp_seq 6
^C
--- 96.53.87.146 ping statistics ---
8 packets transmitted, 0 packets received, 100.0% packet loss

When visiting their IP I see:
https://96.53.87.146/auth.html

And that network tools output is not good either:

TraceRoute to 96.53.87.146

Hop	(ms)	(ms)	(ms)		     IP Address	Host name
1 	  1 	  1 	  0 	     8.9.232.73	 xe-5-3-0.edge3.dallas1.level3.net  

2 	  3 	  0 	  0 	     4.69.145.62	 vlan60.csw1.dallas1.level3.net  
3 	  0 	  0 	  0 	     4.69.151.126	 ae-61-61.ebr1.dallas1.level3.net  
4 	  19 	  19 	  20 	     4.69.151.117	 ae-14-14.ebr2.chicago2.level3.net  
5 	  Timed out 	  Timed out 	  Timed out 	     	  -  
6 	  34 	  36 	  35 	     4.53.98.50	 big-pipe-in.edge4.chicago3.level3.net  
7 	  39 	  39 	  41 	     66.163.77.201	 rd2cs-tge1-1-1.ok.shawcable.net  
8 	  59 	  63 	  63 	     66.163.78.26	  -  
9 	  68 	  71 	  71 	     66.163.77.162	 rc2wh-tge0-9-2-0.vc.shawcable.net  
10 	  80 	  79 	  80 	     66.163.68.158	  -  
11 	  69 	  69 	  68 	     64.59.148.150	 dx1wb-g3.vs.shawcable.net  
12 	  Timed out 	  Timed out 	  Timed out 	     	  -  
13 	  Timed out 	  Timed out 	  Timed out 	     	  -  
14 	  Timed out 	  Timed out 	  Timed out 	     	  -  
15 	  Timed out 	  Timed out 	  Timed out 	     	  -  

Select allOpen in new window

PingPlotter and/or WinMTR may be able additionally to assist with gathering information, here is a link to download and use PingPlotter for analyzing the route:
http://www.pingplotter.com/gsg/routediscovery.html

Using the two links you posted, the site comes up perfectly.  PingPlotter seems to drop off.  I'd like to PM you screenshots of the client and my own PC to compare.  I don't really understand why it works from mine, but not from theirs.

You can PM me that's fine, but to be honest from what I can see, it looks like there is a network issue either in their office or with their ISP.

Sorry, but I don't understand how this data is telling you that the problem is at the client end.  Their router is set to not reply to ICMP, so of course it will time out.  This is an outbound issue though, not inbound.  I also don't see a way to PM you.  Here is the screen capture from the client.

Client.PNG

try tor package to relay their IP

I agree that it's a problem or restriction at the web site end.  Unfortunately I can't get them to respond.  Thanks for the feedback.