Cannot access our website or ping website from one of our sites.

We have a nagging issue that appeared recently where our own company public website is suddenly not accessible, from one of our sites.  We can't even ping it and tracert times out.  It has randomly come back and then goes away again, sometimes a firewall reboot helps, sometimes it doesn't.  All other websites are accessible during this time and the company website is accessible from all other locations.  This same issue has happened at 3 of our sites, but one has become a chronic issue.
Jordon DarlingPresidentAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

JohnBusiness Consultant (Owner)Commented:
The only time this has happened at one of my clients, it was an old DNS entry at the problem site and users could not navigate properly. Try 8.8.8.8 as a primary DNS server.
0
Jordon DarlingPresidentAuthor Commented:
The site has Comcast and the DNS entries are correct 75.75.75.75 and 75.75.76.76, so i'm thinking it is not a dns issue
0
Kent WSr. Network / Systems AdminCommented:
Can you do an NSlookup from a working and non-working site and post the results please?
0
Big Business Goals? Which KPIs Will Help You

The most successful MSPs rely on metrics – known as key performance indicators (KPIs) – for making informed decisions that help their businesses thrive, rather than just survive. This eBook provides an overview of the most important KPIs used by top MSPs.

JohnBusiness Consultant (Owner)Commented:
I think trying an alternate DNS server just to see might be useful to you. I do not what else from a site point of view (not individual computer) could cause this. You could also check firewall settings to see if the problem is there.
0
Jordon DarlingPresidentAuthor Commented:
So this morning it is working again.  Do you still think NSLOOKUP results will help now that it is working again?  This happened the last time too, it's intermittent.
0
JohnBusiness Consultant (Owner)Commented:
NSLOOKUP is just that (a report tool) and won't change DNS settings.

sometimes a firewall reboot helps  <-- I assume you are talking about a router. Try upgrading the firmware on the router to see if that affects the issue.
0
Kent WSr. Network / Systems AdminCommented:
If you can give me an nslookup when it's down again, I can use that reporting tool to diagnose.
When it happens again, can you do both an nslookup and traceroute from an working and non-working system to compare?
0
Kent WSr. Network / Systems AdminCommented:
..and to add, you can quickly rule out DNS issues if you know the IP to which you are trying to connect...if you still can not hit the unreachable resource by IP, then it's not a DNS issue, and you can start looking elsewhere.  Even a simple ping of the IP vs. FQDN during a "down" period may reveal clues.  If you can hit it by IP and not DNS, then DNS is breaking down somewhere.
0
Jordon DarlingPresidentAuthor Commented:
Ok, I guess I will have to wait for the issue to return.
0
Jordon DarlingPresidentAuthor Commented:
Ok, issue has returned at a different location.  Here are some additional details per your requests:

NSLOOKUP from site that IS NOT able to access or ping website:
C:\nslookup www.libertytitleinc.us   
Server:  cdns01.comcast.net                        
Address:  75.75.75.75                              
                                                   
Non-authoritative answer:                          
Name:    www.libertytitleinc.us.libertytitleinc.us
Address:  50.56.7.147    

NSLOOKUP from site that IS able to access or ping website:
C:\nslookup www.libertytitleinc.us
Server:  cdns01.comcast.net
Address:  75.75.75.75

Non-authoritative answer:
Name:    www.libertytitleinc.us
Address:  50.56.7.147          

Tracert www.libertytitleinc.us:                                                
                                                                               
  1     3 ms     3 ms     3 ms  192.168.47.1                                    
  2     4 ms     4 ms     4 ms  173-11-49-154-Minnesota.hfc.comcastbusiness.net
[173.11.49.154]                                                                
  3    12 ms    21 ms    14 ms  96.120.48.233                                  
  4    13 ms    27 ms    21 ms  te-0-0-1-0-sur02.maplegrove.mn.minn.comcast.net
[68.85.165.101]                                                                
  5    19 ms    20 ms    19 ms  te-0-6-0-10-ar01.roseville.mn.minn.comcast.net [
69.139.219.6]                                                                  
  6    32 ms    48 ms    26 ms  he-1-10-0-0-cr01.350ecermak.il.ibone.comcast.net
 [68.86.166.249]                                                                
  7    36 ms    24 ms    24 ms  he-0-16-0-0-pe04.350ecermak.il.ibone.comcast.net
 [68.86.85.230]                                                                
  8    32 ms    31 ms    26 ms  as36248-1-c.350ecermak.il.ibone.comcast.net [23.
30.206.226]                                                                    
  9     *        *        *     Request timed out.                              
 10    25 ms    23 ms    30 ms  czi1-tunnel4.ord1.rackspace.net [50.56.6.163]  
 11    27 ms    24 ms    25 ms  core1-CoreB.ord1.rackspace.net [184.106.126.129]
                                                                               
 12    27 ms    25 ms    28 ms  aggr501a-3-core1.ord1.rackspace.net [184.106.126
.107]                                                                          
 13     *        *        *     Request timed out.    
14     *        *        *     Request timed out.                              
15     *        *        *     Request timed out.                              
16     *        *        *     Request timed out.                              
17     *        *        *     Request timed out.                              
18     *        *        *     Request timed out.                              
19     *        *        *     Request timed out.                              
20     *        *        *     Request timed out.                              
21     *        *        *     Request timed out.                              
22     *        *        *     Request timed out.                              
23     *        *        *     Request timed out.                              
24     *        *        *     Request timed out.                                    
 25     *        *        *     Request timed out.                              
 26     *        *        *     Request timed out.                              
 27     *        *        *     Request timed out.                              
 28     *        *        *     Request timed out.                              
 29     *        *        *     Request timed out.                              
 30     *        *        *     Request timed out.                              
                                                                               
Trace complete.
0
Kent WSr. Network / Systems AdminCommented:
Well, it's not a DNS issue, it appears.  It looks like the traceroute you included was from a site that CAN hit the remote site?
Can you do a trace from the site that CAN'T hit it?  If it's a bad hop in between the two, the trace can show up to the hop before it dies, even though you can't ping it.  

Also, when this happens,  can the users at the "bad" site surf other sites normally? Are there any other symptoms or strangeness you've noticed at the affected site?
0
Jordon DarlingPresidentAuthor Commented:
That trace was in fact from the site that could not access the webpage.   The users at the 'bad' site can surf all other websites normally, just not this one.  We've tried all browsers.  I can't think of any other strangeness at this point.  my brain is getting fried.
0
Jordon DarlingPresidentAuthor Commented:
Here is a traceroute from a site that CAN access the website

Tracing route to www.libertytitleinc.us [50.56.7.147]
over a maximum of 30 hops:

  1    11 ms     6 ms    10 ms  50-249-126-230-static.hfc.comcastbusiness.net [5
0.249.126.230]
  2     *        *        *     Request timed out.
  3    14 ms    15 ms    18 ms  te-0-0-1-1-sur02.hamlake.mn.minn.comcast.net [68
.85.165.229]
  4    23 ms    17 ms    19 ms  te-0-3-0-11-ar01.roseville.mn.minn.comcast.net [
68.86.232.57]
  5    31 ms    29 ms    36 ms  he-5-3-0-0-cr01.350ecermak.il.ibone.comcast.net
[68.86.166.253]
  6    33 ms    37 ms    38 ms  he-0-16-0-0-pe04.350ecermak.il.ibone.comcast.net
 [68.86.85.230]
  7    33 ms    28 ms    29 ms  as36248-1-c.350ecermak.il.ibone.comcast.net [23.
30.206.226]
  8     *        *        *     Request timed out.
  9    25 ms    28 ms    47 ms  173.203.0.131
 10    24 ms    26 ms    29 ms  core1-CoreB.ord1.rackspace.net [184.106.126.129]

 11    33 ms    24 ms    33 ms  aggr501a-3-core1.ord1.rackspace.net [184.106.126
.107]
 12    33 ms    25 ms    30 ms  50.56.7.147

Trace complete.
0
Kent WSr. Network / Systems AdminCommented:
Ahh,  this appears to be on the rackspace side.  Have you opened a support ticket with them?
The issue is most likely just after this hop -
12    27 ms    25 ms    28 ms  aggr501a-3-core1.ord1.rackspace.net [184.106.126
.107]                                                                          

Send them your bad traceroute and explain what the issues are.   Your packets are just being dropped from within their network, it appears.
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
Jordon DarlingPresidentAuthor Commented:
Sounds like you nailed it.  I have to reach out to the website designer to open a ticket with Rackspace.  I will update you.  Thanks.
0
Jordon DarlingPresidentAuthor Commented:
I sent the traceroute to the web design group who has the account with Rackspace.  They said that their security setting were too strong and were causing this issue.  That is the only information I received, but they said the issue should be resolved now and I have not had the issue reoccur since.  Unfortunately I don't have details beyond this of what fixed the issue, but definitely using the traceroute to get additional vendors involved led to the solution.  Thanks.
0
Kent WSr. Network / Systems AdminCommented:
That's great.  I'm glad I could help.
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Networking

From novice to tech pro — start learning today.