Hi, I'm having a few problems accessing my webspace (provided through a reseller). The site of the reseller also has the same problem....

Basically, I can access the site fine from work (HTTP, email everything) but from my home ISP all requests time out.

I'm not sure as to whether this is my ISP being odd or whether thePlanet has taken issue and blocked IPs for some reason.

nslookup is fine, giving a valid and correct IP;


Trace route gives me the following:


The fact that it appears to reach thePlanet's network find suggests a problem somewhere there. Could anyone elaborate on whether this is indeed the case and/or how this could be fixed?

Thanks in advance,
ASV

There could be a number of reasons that its unreachable. Have your reseller open a support ticket soe we can see whats going on.

Your traceroute indicates that the packets are getting past our routers, and start to time out at the server. This is most likely the result of outdated BOGON filters in a software firewall on the server (APF is famous for this). If you contact the server administrator and ask them to update the BOGON filters, that should fix your problem. If this doesn't resolve it, ask them to check and see if your IP ranges were blocked by the firewall.

Was this ever resolved successfully?

A friend of mine is experiencing this very same issue with timeouts on the last comm hop at theplanet, and has been since late February:
tracert
.
.
.
10 1176 ms 936 ms 875 ms vl31.dsr01.dllstx3.theplanet.com [70.85.127.29]
11 879 ms 871 ms 876 ms vl41.dsr01.dllstx4.theplanet.com [70.85.127.83]
12 818 ms 871 ms 875 ms gi1-0-1.car15.dllstx4.theplanet.com [67.18.116.35]
(timeout)
... and the next server in sequence is at address 67.18.246.194

Could this be a problem in the equipment at the last address - 67.18.116.35?

And don't laugh too hard! Those times involve satellite timings.

The reseller assures that he is not blocking the ISP's IP address range, which is 66.82.9.x, and is recommending changing ISP's. To do so means leaving satellite service to return to dial-up, since there is no DSL or cable service available in the area.

The effect of this is no POP3 or SMTP email connectivity, and no FTP connectivity. This situation exists more than 50% of the time. And on what is perhaps an unrelated note, webmail failed for at least a portion of the day today with the cPanel green screen message of "There is no website configured at this address."

Thanks in advance for any insight that can be provided.

Well if the server isn't blocking any IP's then its a routing problem somewhere on the Internet. Only thing you can do is wait it out.

I'm trace-routing just fine to all those IP's.

When its timing out, call up your reseller/sysadmin, and have them do a traceroute to your then current ip... See how far it gets then.

Thank you sir. Yes, it is strange, though. Just as with Aftershock Vibe, access is fine from most ISPs, but not "at home", which in this case is Dway.

And the connectivity is fine at this moment thru Dway, but will time out for hours at a time at some point during the next day. At least if it holds true to form, since late February.

And with connectivity into the datacenter being no problem, just the last hop, would it make sense to just move the account to another server? That would circumvent the server issue (if there is one) for this user, but would not address the tech issue.

This has never been experienced prior to late February, and has not occurred with connectivity to accounts at other providers. It's almost as if there is a hardware problem or corrupted configuration involved. Hey! Things break now and then - to be expected. Anyhow, appreciate the feedback. Thanks!

But some type of solution must be found. The situation is that the user involved maintains websites for multiple customers, and is forced to wait until connectivity randomly allows FTP uploads of site changes. Not to mention that email access is in the same condition. And... access is fine to these websites via browsers. Strange, indeed.

Hogie - this has been done earlier, and the reseller says everything works fine. Hmmm... ponder... ponder...

This seems to be the same issue described in another recent Network Topic: http://forums.theplanet.com/viewtopic.php?t=18707

That wasn't a network problem, it was simply his server had firewalled him off.
Do as wcharnock said earlier in this thread.

Thanks, Paul and everyone.

Previously wcharnock's suggestion was followed.

Reseller insists he's checked IP address blocking, and all is fine. I believe he has indeed checked his IP blocking. He has stated that he updates the IP addresses being blocked manually - and there is no automated procedure for updating IP blacklists in use.

Whether or not he has visibility to BOGON lists and filters, or is aware of what a BOGON filter is, is another story. He has specifically been asked (more than once) to check IP blocking and to update BOGON filters. His response has consistently been that he is not blocking the IP address range specified. Has mentioned nothing about having checked or updated BOGON filters.

Perhaps the account should just be moved to another server? Or moved to another reseller? If the reseller cuts a ticket on this, does it cost him $$$? Could it be that he doesn't want the expense of a ticket since this is an issue apparently being faced by only one customer? I myself would be happy to submit a ticket on this and pay for support, but if moving the account to another server would reinstate reliable connectivity and is less of an expense/effort, that would be fine, too. He has been requested to move the account to another server, but this has not occurred. His response has consistently been to "change ISP providers".

Maybe he's right? Other than using the current satellite ISP, the only available alternative is dial-up. Not going there. Nope. This is an issue which occurs for hours at a time, every day. There was no connectivity on Friday (all day) for POP, SMTP, and FTP. At times, functionality is fine. If the issue were obsolete BOGON lists, you'd think the problem would exist 100% of the time.

It is now 11:05 CDT on Monday, March 13th. There is no POP, SMTP, or FTP connectivity at this moment, and has not been since attempts began earlier this morning. I'm sure if someone runs a trace now, it will appear to be fine. That's a given. But it's not functional from here.

Sigh...

Have the reseller open a ticket on this issue, it won't cost them anything, and it is the most efficient way to get these type of issues resolved.

Note: If you can get a ticket number from him, please PM it to me so I can take a look

EDIT:
Just did a traceroute and your right, the machine is accessable from our location, so it does appear that something is blocking your connection.

When asking the reseller to create a ticket, please include all of the information requested in the previous thread you linked to above.

Thanks, James. We'll try. It's very interesting that he hasn't already submitted a ticket on this, and it's been ongoing since Feb. 27th or so.

And just to confirm, have tried connecting again now, after your traceroute. No connectivity here. So it has not "healed itself".

Now, off to the reseller (using a non theplanet hosted email account). The only info I see in that thread is the traceroute, so I'll be sure to include one in my email to the reseller.

Can you traceroute to other hosts on our network? Try:

www.theplanet.com
cpdemo.theplanet.com (This is actually also on car06.dllstx2)

OMG!, dude, i've posted here the same thing a few days ago!..., but i just couldnt explain my self!, I am having the exact same problem started last friday!, I cant access my website at home either!, I can in school, some of my friends can, some cant.., but most can. Its been driving me nuts, I did lots of research and googling into this issue and I just cant find one satisfying answer!. I am on NTL uk ISP and i've noticed that all my friends that are on NTL cannot access my website too. I thought, ok, maybe its an ISP issue, but then, some of my users in Norway, Sweden and even American have trouble accessing the website.

Something is up!, I just cant be bothered changing server and putting eveything back together again plus i've already paid! 2yrs and they dnt refund!.

Now below are my usual suspects on this matter

1) I think the issue has something to do with ISP's using a proxy cache
2) I think the issue has to do with some internal firewall stuff
3) I think this could be a DNS problem
4) f**k i dont know what to think because this problem is driving me nuts!.

Please keep us posted on any new info on this strange problem..

hello staff from theplanet.com

i am a reseller from a server 74.52.6.194

my client has the domain iolaweb.com that he cannot see from his home and store.. (he tried from 20 pc located at his home and store and it gives unable to connect)

following is the traceroute for the website from his location.



the problem is that my admin is saying everything is fine on the server.. when i redirected him to the forum. and now i dont want to loose a client so please help me asap. i would prefer a private message or email so that i can solve my clients problem asap.

thanks in advance

regards

Hitesh Poddar

my client tried opening the site from various location at his home. he has adsl connection, dialup etc.

from a laptop when he connected dialup he cannot see the site but from same laptop when he connected in neighbourhood he could see the website.

also he called up the isp for support but the isp checked everything. the site is working at the isp and they tried out working on router setting but no success. he also tried calling dlink but no success.

one thing i want to point out is that he is not able to ping the ip 74.52.6.194
that is he cannot connect to any website hosted on that ip. for example www.reliablelinuxhost.com , which is my website.

and my admin says everything is fine. but after reading this post i think something may be wrong at the server. so please help asap.

thanks again

waiting for your replies

This looks like a firewall on the server is not allowing traffic, or maybe a route on the reverse path is blocking his traffic. Please open a ticket in orbit so we can investigate this further.

The symptoms described by some of the users in this match mine, see http://forums.theplanet.com/viewtopic.php?t=19998 for details. Regarding opening tickets, I've had mine open for weeks without any resolution and with barely any meaningful contact.

For those people who:

1) Have a system in the 74.52.* IP range (as far as I know)
2) Can connect fine from some places but not from others
3) Appear to lose the trace from the affected connection on your server hop or the hop prior
4) Have no firewall, or have confirmed the firewall is not at fault

You may be suffering from the same issue. I invite you to confirm this by attempting the same connection tests from unaffected and affected IPs to exorsus.net (74.52.30.3) which is my system and appears to be affected.

If you find the same symptoms, please send me a message on here or email richard@exorsus.net with your Planet IP and your affected and unaffected end user IPs. In return I will provide lists of known IP ranges that appear to be affected according to my scans and reports so far, and keep you up to date with any information I discover.

You may also wish to reference ticket 1312156PLNT which is my ticket on this issue (still unresolved since 1st August).

we are experiencing the same problem. our application developer has a domain on a server hosted by serverplex.com. starting last friday or so, we lost both ftp and http access to the site, where we are currently testing a custom app. our developer can access the site from his home, and also from our remotely located web server via vnc. he cannot access it from here at the office. the output of the trace route is:



as you can see, his ip is in the 74.52.*.* range, as are the addresses of some of the other posters. the address that seems to throw up a brick wall varies, but it's always in the same range (today it ends with .18, but yesterday it was .20).

we do not have any special firewall rules at our end. we have contacted the reseller, serverplex, and they are unable to find the cause.