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Can't Access My Site


mattmey
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Hello,

 

I was trying add an FTP account for a friend to my website about an hour ago, and it wasn't working... I was trying to figure out why the new user name couldn't log in, when all of a sudden, I wasn't able to even use cPanel anymore. I can't ftp with my own account now, my site is down, and I can't access cPanel. That was about an hour ago, and I thought I'd wait to see if it fixed itself... but it hasn't.

 

So... was this my fault, and I need to do something to fix it?

Or, is this a server problem and I just need to wait?

 

Thanks!

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Hmm... well that's good news that you can access it.

 

I don't really know anything about a tracert... if you can walk me through it I'll give it a try.

 

All I know is I've used Firefox and IE, and both of them time out when loading. I can't log in with SmartFTP, either, and I can't view my site or my cPanel... :-\

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Here's what I got:

 

Tracing route to matthewmeyer.net [72.9.244.74]

over a maximum of 30 hops:

 

1 <1 ms <1 ms <1 ms dslrouter [192.168.1.1]

2 25 ms 24 ms 24 ms 10.10.6.1

3 25 ms 24 ms 24 ms at-3-0-1-1712.CORE-RTR1.PSKN.verizon-gni.net [13

0.81.12.221]

4 25 ms 25 ms 25 ms 130.81.20.28

5 26 ms 26 ms 25 ms so-7-0-0-0.BB-RTR2.PHIL.verizon-gni.net [130.81.

19.63]

6 30 ms 30 ms 29 ms 130.81.7.245

7 30 ms 30 ms 31 ms so-7-0-0-0.PEER-RTR2.ASH.verizon-gni.net [130.81

.17.179]

8 179 ms 168 ms 32 ms ge6-2.br02.ash01.pccwbtn.net [63.218.94.21]

9 48 ms 47 ms 47 ms gnax.ge2-3.br01.atl01.pccwbtn.net [63.216.31.158

]

10 48 ms 47 ms 47 ms 209.51.149.109

11 51 ms 54 ms 52 ms 209.51.137.98

12 * * * Request timed out.

13 * * * Request timed out.

14 * * * Request timed out.

15 * * * Request timed out.

16 * * * Request timed out.

17 * * * Request timed out.

18 * * * Request timed out.

19 * * * Request timed out.

20 * * * Request timed out.

21 * * * Request timed out.

22 * * * Request timed out.

23 * * * Request timed out.

24 * * * Request timed out.

25 * * * Request timed out.

26 * * * Request timed out.

27 * * * Request timed out.

28 * * * Request timed out.

29 * * * Request timed out.

30 * * * Request timed out.

 

Trace complete.

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Looks like you are timing out just before the server. Open a ticket and include this tracert so the techs can look into it.

 

Looks similar to problem I am having with my site too ... a network issue I gather? I raised a ticket because I am not sure where to check status for that sort of problem?

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Based on the above trace it looks like part of the datacenter network, we might have some control over it. The hop that Matt is stopping at is the one just before the server. Anything prior to the 209 IP and we don't have as much control over it. Also, if it is a network issue, the server status pages may not show anything wrong because the server monitor may be passing through on a good route. Bottom line, if you cannot get to your site and a trace shows * * * at some point, open a ticket so the techs can decypher the trace you send and let you know where the problem might lay.

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