Client can't access his our server

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Posted by atechstl, 09-12-2008, 12:08 PM
I had a client move his website to my server last week. Yesterday he calls me and states that the server is down. I check on my end and it's up. He tried his verizon card and it works but not his cable internet connection. So I mentioned that his ISP might have a router down. Well day 2 of this going on. He called his ISP, he can do a successful trace route but he still can't access his website nor any website on our server. He has tried it on 3 computers at his house and still no luck. But again it works with his Verizon wireless card. The last call he blamed my service thinking that it is us that is the problem. We have tested from four different providers including the same provider he is using and still had no issues. (The client only lives 30 minutes away). I don't know what to tell him anymore, but trying to help him out. Does anyone else know what could possibly be the issue? His site is phillipschirotables.com
Posted by koolcards, 09-12-2008, 12:24 PM
His site http://phillipschirotables.com/ loads okay. Has he cleared his own cache and checked his own firewall because it almost has to be a local (his end) problem (i.e, his machine or his ISP caching, firewall, etc).
Posted by larwilliams, 09-12-2008, 12:28 PM
Is the IP address of his cable connection being blocked by a firewall at your datacenter or the server itself?
Posted by sirius, 09-12-2008, 12:29 PM
Moved to Technical and Security Issues.... Sirius
Posted by atechstl, 09-12-2008, 12:52 PM
It's a home internet based connection so I am sure it is DHCP. Don't know why it would be blocked. Do you think that is something worth looking into?
Posted by atechstl, 09-12-2008, 12:54 PM
Sorry about posting in the wrong topic. will try to be more carefull.
Posted by larwilliams, 09-12-2008, 12:58 PM
Definitely. I would ask him to view the following site: http://myip.xname.org That will give his current IP address. Then I would check the server's firewall system and contact your provider to see if they are blocking that IP as well. I am willing to bet one of those will result in a solution to his issue with being unable to connect to the server.
Posted by atechstl, 09-12-2008, 01:07 PM
I will do that, but it worked fine yesterday morning. How could his IP all of a sudden get locked out by the firewall?
Posted by larwilliams, 09-12-2008, 01:09 PM
It depends on whether he may have done something to trigger it. What firewall is the server using? Configserver Firewall by any chance?
Posted by Luxore, 09-12-2008, 01:30 PM
There are a million possible reasons why a person may not be able to see a specific site. Troubleshoot by changing ONE thing at a time: If it is name based hosting, can he see another site sharing the same ip address? Can he see a site on another address on the same machine? Can he see a small static image placed on the site? What is the exact browser error message? Can he see a site running on another port (like https) on the same ip? on the same machine? Can he access the machine using an ip address instead of a domain name? Can he access a static page instead of a script based page?
Posted by atechstl, 09-12-2008, 03:07 PM
If it is name based hosting, can he see another site sharing the same ip address? On a shared IP but cannot see any other site with the same IP Can he see a site on another address on the same machine? No he cannot see other websites on the server that use a different IP Can he see a small static image placed on the site? No What is the exact browser error message? He isn't getting a browser error. The page is simply being redirected by his ISP to a google search. Can he see a site running on another port (like https) on the same ip? on the same machine? Haven't checked that yet. Can he access the machine using an ip address instead of a domain name? Have not Checked Can he access a static page instead of a script based page? Page is just a simple HTML page. ----------------------------------------- He can access the website from his computer when he disconnects his pipeline connection and plugs in his Verizon Wireless connect card. I had support install Brute Force Detection on my server earlier this week. I am thinking he got blocked out by the firewall somehow. So I am looking into the IP tables to make sure his IP isn't rejected. His neigherbor with the same connection can access website without issues. I will report back with my findings.
Posted by atechstl, 09-12-2008, 03:08 PM
Actually I have been considering in having ConfigServer setup a firewall but for now I have APF.
Posted by atechstl, 09-12-2008, 03:34 PM
OK got it FIXED! It appears that Brute Force Detection added him to the rejected IP list. Took his IP out and now he can access his webpage! Thank you for the support everybody!
Posted by TheITAdvisory, 09-12-2008, 08:47 PM
Glad you got it resolved. Make sure you check the logs to see why he got kicked by either apf or bfd (or if you have bfd working with apf/iptables) and advise him of the mistake he made, and try and get him to avoid that issue again, or make the needed changes on your end. Good luck!