Why can somebody not view my web site? (Full Version)

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Peter456 -> Why can somebody not view my web site? (12/27/2006 14:00:33)

For most people, my web site displays fine when they request it.
The address of the site is: www.edinphoto.org.uk

BUT somebody has just e-mailed me telling me that he cannot get the site to open. He says:

"I gave it two minutes and it still didn't open. Same both with IE7 and Firefox.
Most sites open very quickly but there are one or two, unfortunately including yours, that don't."

Have you any suggestions what I or he might do to solve this problem?

Thanks:

- Peter



Spooky -> RE: Why can somebody not view my web site? (12/27/2006 14:17:53)

It may just be a network routing issue.
A tip I was give recently was to get the user to try this to view the site another way

http://www.megaproxy.com/freesurf/

Another thing the user can do to test, is use tracert to test the network path to the site

run > cmd > tracert www.edinphoto.org.uk

This should show any outages along the way



womble -> RE: Why can somebody not view my web site? (12/27/2006 15:13:34)

I've had problems in the past with one particular site not being available when some people tried it. In my case it turned out the DNS info wasn't set up right by my hosts. As Spooky says, ask the user to use tracecert, and email the results to you, and then pass them on to you your hosts. If there are any problems with the DNS that'll help them identify the problem.

The last couple of days though I've been having intermittent problems reaching certain sites which I suspect is a network routing issue (my ISP's tech support hasn't responded to my support ticket though - I suspect they're still hung-over from xmas [:D] ) - certain sites I can reach just fine (including OF fortunately), but others I can't, yet when I tried on a back-up dial-up account, got them just fine. Could just be a network routing issue with the user's ISP.



jaybee -> RE: Why can somebody not view my web site? (12/27/2006 15:28:17)

If it's not that, find out if he's using Norton. I had an email from one guy who couldn't see any pics on one of my sites and it was down to Norton.



jaybee -> RE: Why can somebody not view my web site? (12/27/2006 15:31:57)

Errr actually it looks like it's your NS records. Send the following link to your host and tell them to sort it out.

http://www.dnsstuff.com/tools/dnsreport.ch?domain=edinphoto.org.uk



womble -> RE: Why can somebody not view my web site? (12/27/2006 15:52:10)


quote:

ORIGINAL: jaybee

If it's not that, find out if he's using Norton. I had an email from one guy who couldn't see any pics on one of my sites and it was down to Norton.

I had a problem like that on one of my sites - I couldn't see any of the Google ads on the site...then I remembered I'd adblocked Google ads [:D]



Peter456 -> RE: Why can somebody not view my web site? (12/27/2006 16:11:59)

Hi Spooky, Womble and Jaybee:

Thanks for your quick and helpful replies.

The person who found that they could not display my site is also reading your replies.

At this stage, it looks like a network routing problem, as you suggest.

That's not a subject that I know much about. However, I have passed on your link (Jaybee) to the company that hosts my site. Let's hope that they will be able to sort out the problem.

Best wishes:

- Peter



Peter456 -> RE: Why can somebody not view my web site? (12/27/2006 16:41:16)

Hello again Jaybee:

I've just had a reply from my the company that hosts my web site: www.fasthosts.co.uk

It only took them 20 minutes to reply , but their reply does not answer my question yet. So can you tell me what ISP you used to try to access my site, Jaybee, and I'll find out what ISP the person who had the original problem was using. If there is anything else that you think I should say to Fasthosts at this stage, please let me know. Thanks.

Belwo are the message that I sent to Fasthosts earlier this evening, and their reply to me (as they sent it to me, complete with typos!)
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HERE IS THE MESSAGE I SENT TO FASTHOSTS:

"Most people are still able to display my web site www.edinphoto.org.uk. But for some people, the site will not display. One of them has investigated further and has told me this:


"Actually, it looks like it's your NS records are the problem.

Send the following link to your host and ask them to sort it out.

http://www.dnsstuff.com/tools/dnsreport.ch?domain=edinphoto.org.uk "


I hope you are able to solve this problem for me."

- - - - - - - - - - - - - - - - - - - -

HERE IS THE REPLY THAT I RECEIVED FROM FASTHOSTS:

Thanks for contacting us with your support enquiry.

I have tested this on 3 different internet connections "tesco, BT, and orange" and are not able to replicate any issues.

if you or any one you know gets problems accessing your site can you please ask to confirm.

The companey is porviding thme them internet access (there ISP)

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Thanks:

- Peter




jaybee -> RE: Why can somebody not view my web site? (12/27/2006 17:54:46)


This is nothing to do with ISP.

Tell them to LOOK at the report on the link I gave you. Tell them to explain the big red box that says FAIL.



jaybee -> RE: Why can somebody not view my web site? (12/27/2006 18:07:04)

Just to clarify this. It may be that the person who cannot access your site is having that problem because their ISP or a routing server in between their ISP and your host is down. However, if there are errors being reported with DNS records then those need to be checked and fixed if necessary.

Simplistically, the DNS records tell the Internet where your site is, if they're wrong then visitors may or may not end up in the right place.



Peter456 -> RE: Why can somebody not view my web site? (12/27/2006 18:14:19)

Hi Jaybee:

Thanks for your latest two replies. I was just about to send the message as you suggested to FastHosts asking them to explain the big red 'FAIL' box when your second message arrived.

In view of that message, perhaps I should ALSO tell FastHosts what ISP you are using, AS WELL AS asking them to look at the big red 'FAIL' box and explain it.

If you agree, can you tell me your ISP?

Thanks for your help.

- Peter Stubbs.



jaybee -> RE: Why can somebody not view my web site? (12/27/2006 18:24:03)

I can get your site and I'm using NTL but that says nothing. I run off NTL in Winnersh, it could be that your failed visitor is also using NTL and running off a different hub.

Fasthosts have tested using Tesco, great, which Tesco? BT which BT hub? All they can say by doing that is the ISP hubs they run through are working.



Peter456 -> RE: Why can somebody not view my web site? (12/27/2006 18:37:21)

Hi Jaybe:

Thanks for your reply.

I'll not mention NTL as that would probably just cause confusion at Fasthosts.

I've now contacted FastHosts with the following message. I'll let you know what response I get.

- - - - - - - - - - - - - - - - - - - -

MESSAGE 2 SENT TO FASTHOSTS

Thanks for your quick reply this evening to my problem.

I am not likely to be able to discover, today, what ISP was being used when the attempt to connect to my web site did not work.

However the person that sent this link to me (which I sent you in my last e-mail): http://www.dnsstuff.com/tools/dnsreport.ch?domain=edinphoto.org.uk says:

"Whatever ISP was being used, I should ask FastHosts to LOOK at the report on this link and explain the big red box that says 'FAIL'."

Can you do that for me?

- - - - - - - - - - - - - - - - - - - -

- Peter





jaybee -> RE: Why can somebody not view my web site? (12/27/2006 18:50:52)

Good move, it sounds like you are corresponding with the brother of the idiot I sometimes have to talk to at one of my hosts. Presenting them with more than one option confuses them and causes them to jump on the option that is the easiest route for them.

Two weeks ago I moved a domain for a client. I got the site fine, but my client said that when she went on, one time she'd get the new site, next time she'd get the old one which was on the old host. I got some of the guys on here to check and they all got the new site.

The host came up with all sorts of rubbish. I sent them a similar report over and over again and they kept insisting I hadn't moved the domain to them. So I pulled the domain back to the domain park and then sent it again. Still wrong. They just hadn't set the NS records up right at their end.

After 3 days of back and forth he finally twigged and made the change but still tried to infer it was something I'd done. Finally I asked him what he'd changed over and over again until he confessed.



Peter456 -> RE: Why can somebody not view my web site? (12/27/2006 20:20:02)

Hello Jaybee:

Sorry to hear about the problems you had for 3 days.

Let's see if my problem can be solved in less than 3 days. At least I'm getting quick responses from FastHost Support. Here is the latest.

- - - - - - - - - - - - - - - - - - - -

REPLY 2 FROM FASTHOSTS:


Thank you for your recent email.

The red box is because we use ns1 and ns2.livedns.co.uk for the Nameservers.

We also own ns3 and ns4, but these have not been used for your domain. This is because 2 name servers are sufficient.

This is nothing to worry about.


- - - - - - - - - - - - - - - - - - - -

I have replied:

MESSAGE 3 TO FASTHOSTS

That's another fast reply from you. Thanks for that - and thanks for checking the message in the red box.

However, I'm puzzled by your comment that "there is nothing to worry about" because the person who has been trying to access my web site is still unable to connect to it, despite having tried several times in the past few days.

ALSO: The red box says "You have one or more missing (stealth) nameservers. ...... You need to make sure that these stealth nameservers are working; if they are not responding, you may have serious problems!"

I look forward to receiving your reply.

- - - - - - - - - - - - - - - - - - - -

I'll let you know what happens next.

- Peter.




Peter456 -> RE: Why can somebody not view my web site? (12/28/2006 4:37:51)

Hi:

Is anybody else having problems accessing my www.edinphoto.org.uk web site?
Please let me know if you get no response when you try to link to the site.

I'd like to know whether it is just an isolated problem for one person (in which case it may not be worth my while pursuing it further) or whether the problem is more widespread.

It seems that I'm unlikely to get much more help from my ISP (www.fasthosts.co.uk) at this stage.

See our most recent exchange of emails below:

- - - - - - - - - - - - - - - - - - - -

REPLY 3 FROM FASTHOSTS:

Regarding your enquiries into edinphoto.org.uk.

The Fail box on DNS Stuff reports information for ns3.livedns.co.uk, which I can assure you is a valid name server and is up and running as we speak.
Your domain itself relys upon ns1.livedns.co.uk and ns2.livedns.co.uk. You can see this yourself by running the DNS Lookup report on DNSStuff.com, select the
ALL(ANY) option from the dropdown list. The configuration in place for your domain is the standard one we recommend and works for many thousands of websites.

I have visited your site this morning and it is up and running, both internally on our systems and via my home BT connection to which I have a remote link here in the office.

If your client is still having problems connecting to your site then it seems most likely that he has a local problem on his machine, possibly related to caching.
Please ask him to investigate this issue from his end as we can find no fault nor replicate the problem here and this is not something that we can really support.
The information in the following article may be of some help,

http://www.fasthosts.co.uk/knowledge-base/?article_id=605

I'm sorry that I cannot be of any further help on this occaision.


- - - - - - - - - - - - - - - - - - - -

I have replied:

MESSAGE 4 TO FASTHOSTS

I'll pass on the message to the person who was having problems accessing my site.

I'll see if I can discover whether he is the only person currently unable to access the site, or whether the problem is more widespread.

- - - - - - - - - - - - - - - - - - - -

- Peter



jaybee -> RE: Why can somebody not view my web site? (12/28/2006 4:57:24)

Get your visitor to try

Connect to the site using the full sub domain name

http://www.edinphoto.org.uk/

not forgetting the / on the end

if they still don't get the site get them to hold down CTRL and press F5 which will refresh their cache.

still no joy get them to put in the full domain name with a ? on the end to try and force a refresh at the ISP end.

If still no joy tell them to try Spooky's suggestion above which should give an idea of whether there's a problem en-route or at the host end or get in touch with their ISP and report it as a problem. See what the ISP comes back with.



Peter456 -> RE: Why can somebody not view my web site? (12/28/2006 5:13:22)

Hi Jaybee:

Thank you for your suggestions: all very helpful (I hope) and easy to try.

I'll pass your suggestions on to the person who has had the problems.

I'll keep a note of them so that I can try them myself if I have problems in accessing other people's web sites any time.

- Peter




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