Website down for some but not others

[vince_nh]

Traffic to site seems fine. However in the past month I've been getting random phone calls saying our site is down. When I check, it is up. I'm on the phone with them and their I.E. browser says "unable to connect". Some have left work and tried to access form home on their lunch break and for some it works from there and for others it doesn't. This is happening from California all the way to New Hampshire. Some haven't been able to access the site for a week or more.

I have no idea how to begin to troubleshoot this issue. I have many domain names parked on the server and if one is down for them all are down. I route my domain names to serverbeach's primary and secondary servers which then point to my box. I have not changed anything to IIS or DNS at all in the past 3 months.

Does anyone have any suggestions as to what to look for? I can call one person in particular who still can't connect but I don't know what I can have them do in order to troubleshoot over the phone.

Any help or insight would be greatly appreciated.

[DXD]

Start asking for the customers to email you Trace routes from their machines so you can see where in the route the problem is.

[vince_nh]

Here you go...

everything looks good up to this point...


5 62 ms 62 ms 62 ms nycmnycor01-gi2-1-224.network.tds.net [64.50.237.131]

6 62 ms 62 ms 62 ms nyiix.Peer1.net [198.32.160.65]

7 62 ms 62 ms 62 ms oc48-po4-0.nyc-telx-dis-1.peer1.net [216.187.115.165]

8 67 ms 67 ms 67 ms oc48-po3-0.wdc-sp2-cor-2.peer1.net [216.187.115.222]

9 69 ms 68 ms 68 ms oc48-po2-0.wdc-sp2-cor-1.peer1.net [216.187.115.245]

10 68 ms 68 ms 68 ms oc48-pos6-0.wdc-sbsp2-dis-1.serverbeach.com [216.187.115.238]

11 * * * Request timed out.

12 * * * Request timed out.

13 * * * Request timed out.

It appears it's failing once it reaches serverbeach.com

How do I troubleshoot from here?

[DXD]

you will need to open up a network trouble ticket with serverbeach via the my serverbeach site and send them the traceroute so they can research the problem.

[vince_nh]

Thanks, I'll do that.

Vince

[vince_nh]

It appears that for some reason my IP is being blocked by several, but not all networks. CogentCo.com for one was filtering the IP. The full IP which prevented anyone being routed through their network to send email to or view any of the many websites that are parked on my server. And now it seems that this did not solve the problem with most of my clients. It appears that other networks are blocking the IP but again, not all.

I have a ticket open with Serverbeach but I'm posting this here in the hopes that there are others who have had similar problems or anyone who my have insight on how this can happen and how to resolve the issue to 100% up for all again when it happens.

Support has been responsive and I appreciate that.

I'm just totally frustrated and I'm working on 40 hours without sleep.

Any suggestions would be helpful!