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womble
Posts: 5721
Joined: 3/14/2005
From: Living on the edge
Status: offline
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A problem with my host's server? - 3/30/2005 7:48:34
Hi,
I'm a relative newcomer to all this and don't know an awful lot about the server side of things at all, so please bear with me.
I've had my site published on my host's server (Linux) for about 2 months now, but on a regular basis I find I can't view the site live and several people report being unable to access the site. Every time I check on cPanel on the server status it comes back as everything okay. Usually within an hour or so it comes back, but today it's been out all morning.
My host's tech support is laughable. They're supposed to reply to support tickets in 24 hours, but are reporting that currently they have a backlog and it's taking up to 3 working days (my last question took 5!). They've apparently taken on more staff and are working overtime to clear the backlog and hope to have the backlog cleared this week (it's been the same message since I signed up).
If the server's okay and my pages are where they should be (everything worked just fine yesterday), is there any other reason why I and others can't access the site?
I'm seriously wondering if I might be better with a different host...
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BobbyDouglas
Posts: 5479
Joined: 5/15/2003
From: Arizona
Status: offline
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RE: A problem with my host's server? - 3/30/2005 9:05:19
Who is your host and what plan are you on? Also a link to the website would be great too.
_____________________________
Arizona Web Design - Mr Bobs Web Design in Arizona
The Arizona Web Hosting Challenge
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womble
Posts: 5721
Joined: 3/14/2005
From: Living on the edge
Status: offline
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RE: A problem with my host's server? - 3/31/2005 6:35:26
The URL's www.ddeaf.org.uk. I did actually get a response from tech support yesterday, and they were actually quite helpful. Apparently all's well their end and they can see it fine. They now think it's a problem with my ISP and they're contacting them to see if there's a problem their end. I'm with virgin.net on broadband, but a friend of mine, also on broadband with Wanadoo, is also having problems viewing it. It wasn't there for most of yesterday, but then myesteriously reappeared around teatime, only to go again today. I tried it on my back-up Virgin dial-up connection and it's there just fine, and I tried it on an old Freeserve dial-up account and it's fine on that too. Could it be just a problem with broadband access?
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UCONN90
Posts: 36
Joined: 3/21/2005
Status: offline
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RE: A problem with my host's server? - 3/31/2005 15:06:42
It sounds like your host may not have their DNS setup correctly for your site. I ran into this once as well with similar symptoms, site would be there, then not, then back again. My ISP (Adelphia) couldn't find my site, but my friend on Charter could see it no problem. Is was NOT an ISP problem but DNS, in particular my nameservers for my domain and it was my hosts problem.
Have your web host check their nameservers and make sure you have two nameservers that are (correctly) authoratative for your site.
What happens is one ISP is talking to one nameserver (ie ns1) and that's returning good info and people can get to your site. Another ISP happens to talk to your second nameserver (ie ns2) and that one is not returning good info therefore your site appears to be missing.
DNS issues are VERY complex and tricky to diagnose but if your host is decent they need to at least look into this for you as a possibility.
You may want to go to a DNS sleuth site like http://atrey.karlin.mff.cuni.cz/~mj/sleuth/
and poke around.
- Megan
http://www.websbymegan.com
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BobbyDouglas
Posts: 5479
Joined: 5/15/2003
From: Arizona
Status: offline
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RE: A problem with my host's server? - 3/31/2005 15:31:33
Rachel,
Some ISPs may take longer to resolve DNS, it just depends on the luck of the draw. That could have been the case with this, but if it was more than 24 hours, chances are it was not the answer.
If your host told you they were going to look into it, and didn't ask for a tracert (to determine where the connection was being dropped) then they are most likely not going to do anything about it.
The reason why you could not see it on Virgin broadband, but you could on the dialup, is pretty much what Megan explained above. However, it sounds a lot like an issue with your host.
If you still cannot see the website, do this:
1. Start
2. Run
3. Type "cmd" without the "
4. Type "tracert ddeaf.org.uk" without the "
5. Right-click in the screen, and click "Select All"
6. Right-click again (doing this will copy the contents onto your clipboard).
Paste the results here, like the following:
quote:
C:\Documents and Settings\TC243>tracert ddeaf.org.uk
Tracing route to ddeaf.org.uk [81.29.77.88]
over a maximum of 30 hops:
1 1 ms <1 ms <1 ms 140.198.118.1
2 2 ms 1 ms 4 ms vlan807.dist.maricopa.edu [**************]
3 3 ms 3 ms 4 ms secdofw1a.maricopa.edu [[**************]]
4 10 ms 3 ms 3 ms fe0-0-do-inet-dist.maricopa.edu [[**************]
]
5 5 ms 5 ms 4 ms wsip-66-210-249-73.ph.ph.cox.net [66.210.249.73]
6 5 ms 5 ms 5 ms 68.2.13.182
7 4 ms 4 ms 5 ms 68.2.13.102
8 9 ms 4 ms 27 ms 68.2.14.73
9 4 ms 12 ms 4 ms chndbbrc02-pos0203.rd.ph.cox.net [68.1.0.170]
10 50 ms 55 ms 65 ms p1-0.hsa1.phx1.bbnplanet.net [64.154.128.29]
11 24 ms 13 ms 7 ms so-6-1-0.mp1.Phoenix1.Level3.net [4.68.115.197]
12 159 ms 192 ms 176 ms ae-0-0.bbr2.Washington1.Level3.net [64.159.0.230
]
13 134 ms 137 ms 135 ms as-0-0.bbr1.London2.Level3.net [4.68.128.101]
14 134 ms 133 ms 168 ms ae-1-0.bbr2.London1.Level3.net [212.187.128.57]
15 133 ms 133 ms 170 ms ge-7-0.ipcolo1.London1.Level3.net [212.187.131.1
31]
16 145 ms 147 ms 142 ms unknown.Level3.net [212.113.10.106]
17 136 ms 136 ms 137 ms fe0-0.core1.reading.dedipower.net [81.29.64.2]
18 144 ms 159 ms 136 ms fe1.sw6.reading.dedipower.net [81.29.64.6]
19 145 ms 134 ms 136 ms server14.easymediasolutions.com [81.29.77.88]
Trace complete.
C:\Documents and Settings\TC243>
Please do not post the first 4-5 lines of the code (this is because it has your IP address).
_____________________________
Arizona Web Design - Mr Bobs Web Design in Arizona
The Arizona Web Hosting Challenge
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womble
Posts: 5721
Joined: 3/14/2005
From: Living on the edge
Status: offline
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RE: A problem with my host's server? - 4/1/2005 3:29:23
Thanks for your replies guys.
After not being there all of yesterday it's come back this morning, I don't know if that makes any difference when doing the tracert, anyway, this was the result I got (I took out to first 5 lines)
quote:
C:\Documents and Settings\user>tracert ddeaf.org.uk
Tracing route to ddeaf.org.uk [81.29.77.88]
over a maximum of 30 hops:
6 24 ms 36 ms 25 ms tele-ic-2-so-010-0.inet.ntl.com [62.253.185.86]
7 22 ms 23 ms 23 ms linx2.mistral-uk.net [195.66.226.70]
8 24 ms 25 ms 23 ms g0-1.lon-th8gw.mistral.net [217.154.71.18]
9 28 ms 27 ms 29 ms mistral.bgp-gw0.reading.rtr.asuk.net [217.154.94.162]
10 28 ms 32 ms 29 ms fe0-0.core1.reading.dedipower.net [81.29.64.2]
11 34 ms 29 ms 31 ms fe1.sw6.reading.dedipower.net [81.29.64.6]
12 28 ms 30 ms 29 ms server14.easymediasolutions.com [81.29.77.88]
Trace complete.
Thanks
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womble
Posts: 5721
Joined: 3/14/2005
From: Living on the edge
Status: offline
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RE: A problem with my host's server? - 4/1/2005 3:34:28
Well I've just tried the site that Megan suggested as well, and it came back with the response "### Fatal error: www.ddeaf.org.uk is a CNAME". Any ideas what that means?
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golfer
Posts: 1815
Joined: 1/5/2005
From: Bath, Wiltshire, UK
Status: offline
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RE: A problem with my host's server? - 4/1/2005 4:50:39
Hi Womble
Newbie like you so this is really interesting stuff though i do feel sorry for you.
Just to let you know that I am on BTyahoo broadband and all seems perfect to me.
Ian
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womble
Posts: 5721
Joined: 3/14/2005
From: Living on the edge
Status: offline
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RE: A problem with my host's server? - 4/1/2005 6:04:54
Thanks for all your replies everyone. I've just tried again and I'm still getting it but I've just had a phone call from our secretary to say she can't get it up (she's with Freeserve broadband) and she's most miffed as she's only managed to get it twice since we published it.
I've just tried using the IP address and got 'There is no website configured at this address. You are seeing this page because there is nothing configured for the site you have requested. If you think you are seeing this page in error, please contact the site administrator or datacenter responsible for this site.' Tried the access url they gave me when we first set the account up and it's coming up fine on that.
Meanwhile I'm up to my neck in accounts trying to tie up last year's and switch to a new system - what fun! I'll leave it over the weekend and see what happens. Thanks again everyone. :-)
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UCONN90
Posts: 36
Joined: 3/21/2005
Status: offline
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RE: A problem with my host's server? - 4/1/2005 10:23:00
One obvious problem with your domain per DNSreports is the nameservers don't agree on the serial number:
ERROR: Your nameservers disagree as to which version of your DNS is the latest (2005020801 versus 2005032701). This is OK if you have just made a change recently, and your secondary DNS servers haven't yet received the new information from the master. I will continue the report, assuming that 2005032701 is the correct serial #. The serial numbers reported by each DNS server are:
81.29.75.220: 2005020801 <<<< 8 Feb 05
81.29.75.160: 2005032701 <<<< 27 March 05 This is NS1 and has the later date. Looks like NS1 is the primary ns and NS2 isn't updating itself as it should based on the larger serial number.
Generally, this would mean that the secondary nameserver isn't refreshing from the primary. This will cause some confusion in DNS nameservers so sometimes things will work and other times not. Best guess is that NS2 isn't properly configured as a secondary NS so it isn't updating as is should from the primary.
HOWEVER, when I queried several local ns's they ALL had the older record from NS2 -- they should have the record from NS1 because it is later. I don't know what would cause this to happen..... Perhaps NS1 had a long access time so everyone shifted to NS2 and it is taking a while to shift them back, although it should have happened by now, easily. I'm stumped here.
Bottom line - your host should look at the configuration of the secondary ns and get it straight -- fix the problem you know about and maybe the others will fix themselves!
Good luck! - Megan
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UCONN90
Posts: 36
Joined: 3/21/2005
Status: offline
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RE: A problem with my host's server? - 4/1/2005 10:25:57
One more thing:
Lots of info if you type in your domain name and get a DNS Report here:
http://www.dnsreport.com/
- Megan
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womble
Posts: 5721
Joined: 3/14/2005
From: Living on the edge
Status: offline
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RE: A problem with my host's server? - 4/5/2005 5:40:12
Thanks for all your help everyone. I had an email from them yesterday to say that the problem's now resolved (they didn't say what the problem was so I've emailed them to ask). I haven't had any problems since Sunday, when briefly I couldn't access the site, but tried again 5 minutes later and all was well. Hopefully, it's okay now, but thanks to all of your info I now have something to hit 'em with if I still continue to have problems.
The couple of our members who were having most problems accessing the site are both on holiday at the moment, so I'm not sure if they're getting on okay. Could I ask a favour and ask if you could try out the site again, and let me know if you have any problems viewing it - www.ddeaf.org.uk
thanks
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golfer
Posts: 1815
Joined: 1/5/2005
From: Bath, Wiltshire, UK
Status: offline
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RE: A problem with my host's server? - 4/5/2005 5:47:27
quote:
try out the site again,
No problems with me womble. Using firefox.
Hope problem is now solved for you
Ian
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UCONN90
Posts: 36
Joined: 3/21/2005
Status: offline
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RE: A problem with my host's server? - 4/5/2005 14:48:08
I can see it just fine (but I always could). Let us know if you continue to have troubles...
Megan
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