Link to home
Create AccountLog in
Avatar of Jordon Darling
Jordon Darling

asked on

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.
Avatar of John
Flag of Canada image

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 as a primary DNS server.
Avatar of Jordon Darling
Jordon Darling


The site has Comcast and the DNS entries are correct and, so i'm thinking it is not a dns issue
Avatar of Kent W
Can you do an NSlookup from a working and non-working site and post the results please?
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.
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.
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.
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?
..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.
Ok, I guess I will have to wait for the issue to return.
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:
Non-authoritative answer:                          

NSLOOKUP from site that IS able to access or ping website:

Non-authoritative answer:

  1     3 ms     3 ms     3 ms                                    
  2     4 ms     4 ms     4 ms
  3    12 ms    21 ms    14 ms                                  
  4    13 ms    27 ms    21 ms
  5    19 ms    20 ms    19 ms []                                                                  
  6    32 ms    48 ms    26 ms
  7    36 ms    24 ms    24 ms
  8    32 ms    31 ms    26 ms [23.
  9     *        *        *     Request timed out.                              
 10    25 ms    23 ms    30 ms []  
 11    27 ms    24 ms    25 ms []
 12    27 ms    25 ms    28 ms [184.106.126
 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.
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?
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.
Here is a traceroute from a site that CAN access the website

Tracing route to []
over a maximum of 30 hops:

  1    11 ms     6 ms    10 ms [5]
  2     *        *        *     Request timed out.
  3    14 ms    15 ms    18 ms [68
  4    23 ms    17 ms    19 ms []
  5    31 ms    29 ms    36 ms
  6    33 ms    37 ms    38 ms
  7    33 ms    28 ms    29 ms [23.
  8     *        *        *     Request timed out.
  9    25 ms    28 ms    47 ms
 10    24 ms    26 ms    29 ms []

 11    33 ms    24 ms    33 ms [184.106.126
 12    33 ms    25 ms    30 ms

Trace complete.
Avatar of Kent W
Kent W
Flag of United States of America image

Link to home
Create an account to see this answer
Signing up is free. No credit card required.
Create Account
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.
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.
That's great.  I'm glad I could help.