no access to server or KH support/billing site

P

petersconsult

Member
Hello, sorry to post in here, bu i have no other way of contacting you..
i have no access to my server or KH support/billing site..
everything just fails to load..
 
Hi, thank you,
it's not just me, i'm in France, all my clients in France have no access to either my server (zconsulting.net) or the support/billing portals..
The connection just times out..
 
philo$ ping 67.222.0.7
PING 67.222.0.7 (67.222.0.7): 56 data bytes
36 bytes from et-13-0-0-0.pastr3.-.opentransit.net (193.251.132.45): Time to live exceeded
Vr HL TOS Len ID Flg off TTL Pro cks Src Dst
4 5 00 5400 8eb6 0 0000 01 01 24f6 192.168.1.112 67.222.0.7
 
Hi @petersconsult if it's isolated to your geographical region then it sounds like either an issue with your ISP, or perhaps a common carrier that several ISP's use. I did confirm that your website is up and I don't see any issues on the server at all.

If you want to run a traceroute to your server (or to our support portal) and post it here that'll help me identify where the routes and traffic is stopping. Not sure if it'll be something we can influence as it depends on where the traffic stops at.
 
@petersconsult No need to be sorry. Problems with websites and connectivity can be any number of various issues, and you don't really know which one until you start digging. Either way thou, now we can tell our staff if customers from France are having issues connecting this may be why!
 
MBP-2018:~ philo$ traceroute 67.222.0.7
traceroute to 67.222.0.7 (67.222.0.7), 64 hops max, 52 byte packets
1 192.168.1.1 (192.168.1.1) 0.683 ms 1.761 ms 0.407 ms
2 80.10.236.81 (80.10.236.81) 5.754 ms 1.091 ms 1.012 ms
3 ae109-0.ncidf103.puteaux.francetelecom.net (193.253.80.250) 2.365 ms 1.948 ms 0.943 ms
4 ae41-0.niidf101.paris3earrondissement.francetelecom.net (193.252.159.42) 1.342 ms 2.061 ms 1.800 ms
5 * * *
6 * * *
7 * * *
8 * * *
9 * * *
 
this kind of stuff is beyond my comprehension..
why the forums work, and not the other parts is beyond me.. (i know there's a technical reason for it, but..)
 
@petersconsult an easy way to read a traceroute is to imagine that someone gave you a house address. Then they give you a list of 'turn by turn' directions. So in this example, to reach 67.222.0.7 your traffic must take each 'turn' listed in the traceroute. The problem is that point 5 doesn't exist. So think of it as a bridge that got closed for construction. Normally BGP and routing is smart enough to work around this, but not all carriers (ISPs) update their instructions as often as they should, or other times they may only have one way out (purchased routes) so if that route (bridge) is out then your traffic has no where to go.
 
Well.. Thank you for the help!
As usual, you all rule!
You should've hear the tech support person at Orange when i started explaining to them what a traceroute is, and how every internet connection goes through a series of 'hops'..
 
hopefully, this'll be resolved soon..
What scares me is that i'm not sure that the right techs at Orange would even know there's a problem..
i doubt my support ticket will make its way to them..
 
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