Can't ping our static IP from some locations
We have a Windows 2012 server set up in our office with a static IP address, hosting Kaseya remote support for about 500 PCs around the country, running on Comcast. Anytime a given PC is powered up, it stays connected to our Kaseya server 24/7, so we can do remote control support as needed.
One night two months ago at an office in TX--when no one was at their office or ours--all four of their computers suddenly stopped connecting to our server at the same moment in time. Their IT guy went to the site and discovered that none of their PCs can ping our server's static IP address any longer--even though it had been working fine for years. While there on-site, he started up his laptop and connected to the internet using his Verizon hotspot, and then he was able to ping just fine. But if he connected his laptop to their Comcast router, he could no longer ping us. He did the easy stuff like cycling the power on the router, and then concluded that we must be blocking their address.
One month later, another Comcast user ran into the same problem. He called out Comcast tech support, and since they had no answers, they concluded that we must be blocking his address. If he connects to the internet by some other means than Comcast, he can ping and connect to our Kaseya server just fine.
We use Comcast here, and both of these use Comcast. I need to see if anyone here at e-e has any ideas on what can be done. How can some PCs just quit pinging/connecting in the middle of the night? They all worked fine for years, but they have not connected since the night they allegedly got blocked. We certainly did not make any changes that night, but could it be something in our router here? None of the other 490+ PCs are have a problem connecting. Can it be a problem with the Comcast routers at these two sites? Can a router block outbound pings? Does Comcast have control over such things in the office? Or, can it be something in our Windows 2012 server setup? Our server setup is very simple--and works for everyone else, just like it always has. When these techs insist that 'we' are blocking them, I wouldn't even know 'how' to block them if I wanted to.
Any ideas of suggestions would be greatly appreciated. TIA
One night two months ago at an office in TX--when no one was at their office or ours--all four of their computers suddenly stopped connecting to our server at the same moment in time. Their IT guy went to the site and discovered that none of their PCs can ping our server's static IP address any longer--even though it had been working fine for years. While there on-site, he started up his laptop and connected to the internet using his Verizon hotspot, and then he was able to ping just fine. But if he connected his laptop to their Comcast router, he could no longer ping us. He did the easy stuff like cycling the power on the router, and then concluded that we must be blocking their address.
One month later, another Comcast user ran into the same problem. He called out Comcast tech support, and since they had no answers, they concluded that we must be blocking his address. If he connects to the internet by some other means than Comcast, he can ping and connect to our Kaseya server just fine.
We use Comcast here, and both of these use Comcast. I need to see if anyone here at e-e has any ideas on what can be done. How can some PCs just quit pinging/connecting in the middle of the night? They all worked fine for years, but they have not connected since the night they allegedly got blocked. We certainly did not make any changes that night, but could it be something in our router here? None of the other 490+ PCs are have a problem connecting. Can it be a problem with the Comcast routers at these two sites? Can a router block outbound pings? Does Comcast have control over such things in the office? Or, can it be something in our Windows 2012 server setup? Our server setup is very simple--and works for everyone else, just like it always has. When these techs insist that 'we' are blocking them, I wouldn't even know 'how' to block them if I wanted to.
Any ideas of suggestions would be greatly appreciated. TIA
ASKER CERTIFIED SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
SOLUTION
membership
This solution is only available to members.
To access this solution, you must be a member of Experts Exchange.
ASKER
His email also asked me if I could ping and tracert HIS address, so I tried it from one of the PCs on our network, and it worked just fine. But then it occurred to me to try and do the same ping and tracert from our Win 2012 server, and there I was surprised to find that it fails every time, giving me a timeouts and 'Destination host unreachable'. Note that we just use the standard Windows firewall built in to Win 2012 server.
Note that when I do that ping and it gives me Destination host unreachable, it lists a completely different address on that line compared to the address I'm trying to ping.
Does any of this tell us anything?