connectivity issues

[thermalweb]

Ok I cannot access any of my websites, my whm panel or cpanel...just times out the request. What's going on?!?

[thermalweb]

C:\Documents and Settings\James>ping thermalwebhosting.com

Pinging thermalwebhosting.com [74.200.203.242] with 32 bytes

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 74.200.203.242:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

[thermalweb]

Everything still down....

No response to Support Ticket sent in marked as "Critical"...

Live Person just hangs on "All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly." which means no one is even online....

Forum post gets ignored....

Phone number just rings and rings with no answer....

Seriously, whoever is working over there at HostNine I realize how busy you can be, but if you advertise support then you gotta show some. Can someone look at my issue and possibly get me online. Whew I am glad I haven't moved my clients websites over to this reseller package yet. Scary thought to be down an entire day with no one from H9 there to assist with getting it back up.

[colt45]

Which server is your reseller account on?

Are you still unable to connect? I'm seeing your "Coming Soon" page.

[thermalweb]

Well as of this morning I am able to pull it up on a proxy server but still timing out if I try to ping it. Looks to be a name server issue somewhere between me and the data center.

Tracing route to thermalwebhosting.com [74.200.203.242]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.0.1
2 8 ms 10 ms 16 ms 10.97.192.1
3 9 ms 9 ms 9 ms ip68-2-1-225.ph.ph.cox.net [68.2.1.225]
4 8 ms 9 ms 11 ms 68.2.12.66
5 7 ms 8 ms 8 ms chnddsrj02-ae1.0.rd.ph.cox.net [68.2.14.13]
6 23 ms 25 ms 23 ms langbbr01-ae0.r2.la.cox.net [68.1.0.232]
7 28 ms 24 ms 24 ms lax-ix.he.net [206.223.123.37]
8 46 ms 45 ms 43 ms 10gigabitethernet1-2.core1.dal1.he.net [72.52.92
.58]
9 47 ms 45 ms 43 ms port-channel1.gsr12012.dal.he.net [72.52.92.42]

10 64 ms 66 ms 67 ms pos10-0.gsr12012.chi.he.net [216.218.132.114]
11 70 ms 74 ms 80 ms gige-g2-19.core1.chi1.he.net [72.52.92.37]
12 67 ms 69 ms 67 ms g4-0.gsr12008.sd.chgo.fastservers.net [216.66.0.
214]
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.

So it's getting to the datacenter (Fastservers) and then dies somewhere. Someone from H9 needs to check up on this.

[colt45]

Yes, there seems to be some kind of routing/DNS problem at the datacenter. Here's a few more stats that will hopefully help solve this problem.

Using: http://www.switch.ch/cgi-bin/network/nph-traceroute (Switzerland)
traceroute to thermalwebhosting.com (74.200.203.242), 30 hops max, 40 byte packets
1 swiCP2-V138 (130.59.138.2) 0.443 ms 0.420 ms 0.629 ms
2 swiEL2-10GE-1-1 (130.59.36.9) 0.280 ms 0.238 ms 0.252 ms
3 swiCE3-10GE-1-3 (130.59.37.65) 1.043 ms 1.342 ms 1.024 ms
4 so-1-1-0.ar2.CDG2.gblx.net (64.213.33.221) 26.598 ms 26.661 ms 26.575 ms
5 te2-1-10g.ar5.NYC1.gblx.net (67.17.108.242) 102.700 ms 102.687 ms 102.654 ms
6 HURRICANE-ELECTRIC-LLC-New-York.TenGigabitEthernet1-3.ar5.NYC1.g (64.209.92.98) 100.252 ms 98.697 ms 100.209 ms
7 72.52.92.102 (72.52.92.102) 124.516 ms 121.168 ms 119.648 ms
8 g4-0.gsr12008.sd.chgo.fastservers.net (216.66.0.214) 115.392 ms 114.611 ms 114.929 ms
9 * * *
10 * * *
11 * * *
12 * * *

http://www.es.net/hypertext/welcome/pr/trace.html (Berkeley, CA)
traceroute from traceroute.es.net
traceroute to thermalwebhosting.com (74.200.203.242), 64 hops max, 44 byte packets
1 lbnl2-bridge-nic (198.128.3.4) 0.265 ms 0.210 ms 0.208 ms
2 lbl2-esnet3 (198.129.76.25) 0.357 ms 0.319 ms 0.300 ms
3 lblmr1-ge-lblrt2 (134.55.209.21) 0.301 ms 0.264 ms 0.261 ms
4 slacmr1-sdn-lblmr1 (134.55.218.30) 1.361 ms 1.302 ms 1.448 ms
5 snv2mr1-slacmr1 (134.55.217.2) 1.737 ms 1.676 ms 1.669 ms
6 snv2sdn1-snv2mr1 (134.55.207.37) 1.717 ms 1.665 ms 1.663 ms
7 paix-pa-snv (134.55.208.205) 2.214 ms 2.193 ms 2.177 ms
8 paix.he.net (198.32.176.20) 2.432 ms 2.432 ms 2.353 ms
9 10gigabitethernet1-3.core1.sjc2.he.net (72.52.92.70) 6.442 ms 11.882 ms 3.102 ms
10 10gigabitethernet1-1.core1.chi1.he.net (72.52.92.74) 57.670 ms 55.676 ms 63.160 ms
11 g4-0.gsr12008.sd.chgo.fastservers.net (216.66.0.214) 56.275 ms 56.020 ms 55.773 ms
12 * * *
13 * * *
14 * * *
15 * * *


From my PC
C:\ping 74.200.203.242

Pinging 74.200.203.242 with 32 bytes of data:

Reply from 74.200.203.242: bytes=32 time=144ms TTL=52
Reply from 74.200.203.242: bytes=32 time=145ms TTL=52
Reply from 74.200.203.242: bytes=32 time=144ms TTL=52
Reply from 74.200.203.242: bytes=32 time=144ms TTL=52

Ping statistics for 74.200.203.242:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 144ms, Maximum = 145ms, Average = 144ms

C:\ping thermalwebhosting.com

Pinging thermalwebhosting.com [74.200.203.242] with 32 bytes of data:

Reply from 74.200.203.242: bytes=32 time=145ms TTL=52
Reply from 74.200.203.242: bytes=32 time=144ms TTL=52
Reply from 74.200.203.242: bytes=32 time=144ms TTL=52
Reply from 74.200.203.242: bytes=32 time=144ms TTL=52

Ping statistics for 74.200.203.242:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 144ms, Maximum = 145ms, Average = 144ms

C:\>tracert thermalwebhosting.com

Tracing route to thermalwebhosting.com [74.200.203.242]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms edited out
2 24 ms 24 ms 23 ms edited out
3 50 ms 25 ms 25 ms edited out
4 24 ms 23 ms 24 ms sl-gw2-prl-6-2.sprintlink.net [144.223.63.85]
5 24 ms 24 ms 24 ms sl-bb21-prl-0-0.sprintlink.net [144.232.30.25]
6 86 ms 86 ms 86 ms sl-bb22-ana-10-0.sprintlink.net [144.232.8.158]
7 86 ms 86 ms 86 ms sl-bb20-ana-15-0.sprintlink.net [144.232.1.178]
8 89 ms 88 ms 88 ms sl-st20-la-0-0-0.sprintlink.net [144.232.20.204]
9 89 ms 88 ms 89 ms so-5-0-0.edge2.LosAngeles1.Level3.net [64.152.193.73]
10 89 ms 90 ms 89 ms ae-32-54.ebr2.LosAngeles1.Level3.net [4.68.102.126]
11 100 ms 90 ms 90 ms ae-78.ebr3.LosAngeles1.Level3.net [4.69.135.14]
12 99 ms 107 ms 108 ms ae-2.ebr3.SanJose1.Level3.net [4.69.132.9]
13 94 ms 93 ms 104 ms ae-83-83.csw3.SanJose1.Level3.net [4.69.134.234]
14 102 ms 93 ms 104 ms ae-82-82.ebr2.SanJose1.Level3.net [4.69.134.217]
15 135 ms 144 ms 131 ms ae-3.ebr1.Denver1.Level3.net [4.69.132.58]
16 143 ms 142 ms 131 ms ae-1-100.ebr2.Denver1.Level3.net [4.69.132.38]
17 147 ms 144 ms 143 ms ae-3.ebr3.Chicago1.Level3.net [4.69.132.62]
18 143 ms 143 ms 143 ms ae-68.ebr1.Chicago1.Level3.net [4.69.134.57]
19 144 ms 144 ms 143 ms ae-12-55.car2.Chicago1.Level3.net [4.68.101.131]
20 145 ms 144 ms 143 ms g2-0.gsr12008.sd.chgo.fastservers.net [4.71.182.6]
21 144 ms 145 ms 145 ms loki.myserverhosts.com [74.200.203.242]

Trace complete.

As I mentioned in my previous reply, your "Coming Soon" page is visible from my PC. But connectivity is lost even from Berkeley, CA.

[colt45]

Note that the 1st 3 tracert results can connect.

Using: https://interserver.net/traceroute.php
1 66.45.228.1 0.527 ms 0.274 ms 0.241 ms
2 core-01-lga1.us.njiix.net (64.20.32.173) 0.479 ms 0.408 ms 0.426 ms
3 64.20.47.14 0.960 ms 0.877 ms 0.840 ms
4 nyiix.he.net (198.32.160.61) 1.051 ms 1.024 ms 1.056 ms
5 10gigabitethernet1-1.core1.nyc4.he.net (72.52.92.45) 1.321 ms 1.150 ms 1.042 ms
6 72.52.92.102 22.956 ms 22.928 ms 23.003 ms
7 g4-0.gsr12008.sd.chgo.fastservers.net (216.66.0.214) 23.410 ms 23.024 ms 23.209 ms
8 loki.myserverhosts.com (74.200.203.242) [open] 23.438 ms 23.507 ms 23.318 ms


Testing the network route from EASYNEWS.COM to 74.200.203.242...
Started on Sunday July 22nd, 2007 at 20:28:23 GMT (1185161303)

HOST LOSS RCVD SENT BEST AVG WORST
ge1-1-0-18-10g.core-01.easynews.com 0% 10 10 0.40 4.92 37.85
e-2-11-1000m.core-03.phx1.puregig.net 0% 10 10 0.36 2.26 7.30
ve5-10G.core-04.phx2.puregig.net 0% 10 10 0.38 5.53 33.15
2-2.r1.ph.hwng.net 0% 10 10 0.41 3.55 10.64
1-4.r2.ph.hwng.net 0% 10 10 0.46 3.12 19.37
2-1.r1.la.hwng.net 0% 10 10 10.17 16.90 60.25
lax-ix.he.net 0% 10 10 10.36 19.83 69.63
10gigabitethernet1-2.core1.dal1.he.net 0% 10 10 49.26 54.37 83.68
port-channel1.gsr12012.dal.he.net 0% 10 10 49.34 55.96 102.48
pos10-0.gsr12012.chi.he.net 0% 10 10 73.90 82.31 112.25
gige-g2-19.core1.chi1.he.net 0% 10 10 74.01 85.59 116.17
g4-0.gsr12008.sd.chgo.fastservers.net 0% 10 10 66.53 75.36 109.20
loki.myserverhosts.com 0% 10 10 66.86 75.21 102.71

Using: http://www.fluidhosting.com/traceroute.php
Fluid Hosting Traceroute Utility
Performing traceroute to 74.200.203.242
Host Loss% Snt Last Avg Best Wrst Stdev
1 204.14.90.1 0.0% 16 0.9 0.9 0.8 1.0 0.0 .
2 br01a.eqnxscs.fluidhosting.n 0.0% 16 0.8 3.9 0.7 40.0 9.9 .
3 ge3-0-v213.cr01.ewr01.mzima. 0.0% 16 1.0 5.6 0.8 25.7 6.9 .
4 xe1-0.cr01.lga01.mzima.net 0.0% 16 7.0 7.5 1.3 14.6 3.9 .
5 nyiix.he.net 0.0% 16 1.5 4.7 1.2 19.6 5.5 .
6 10gigabitethernet1-1.core1.n 0.0% 16 1.4 1.5 1.3 1.9 0.2 .
7 72.52.92.102 0.0% 16 27.2 26.9 21.5 55.2 8.1 .
8 g4-0.gsr12008.sd.chgo.fastse 0.0% 16 21.9 22.0 21.7 22.3 0.2 .
9 loki.myserverhosts.com 0.0% 16 22.6 22.4 22.0 23.0 0.3 .


Using: http://www.net.cmu.edu/cgi-bin/netops.cgi (Pittsburg, PA.)
traceroute to 74.200.203.242 (74.200.203.242), 30 hops max, 38 byte packets
1 POD-C-VL4.GW.CMU.NET (128.2.4.1) 0.273 ms 0.177 ms 0.212 ms
2 CORE255-VL907.GW.CMU.NET (128.2.255.186) 0.401 ms 0.799 ms 0.459 ms
3 POD-I-CYH-VL942.GW.CMU.NET (128.2.255.205) 0.245 ms 0.189 ms 0.182 ms
4 bar-cmu-ge-4-0-0-1.3rox.net (192.88.115.181) 0.901 ms 0.402 ms 0.279 ms
5 minithan-bar-transitrail-10ge-0-1-0-0-203.3rox.net (192.88.115.26) 1.753 ms 1.006 ms 0.847 ms
6 te2-1--577.tr01-asbnva01.transitrail.net (137.164.131.193) 6.525 ms 6.547 ms 6.573 ms
7 he-peer.asbnva01.transitrail.net (137.164.130.62) 9.645 ms 6.476 ms 6.446 ms
8 72.52.92.85 (72.52.92.85) 12.619 ms 12.620 ms 12.643 ms
9 72.52.92.102 (72.52.92.102) 34.355 ms 39.854 ms 34.351 ms
10 g4-0.gsr12008.sd.chgo.fastservers.net (216.66.0.214) 34.723 ms 34.417 ms 34.597 ms
11 * * *
12 * * *
13 * * *


traceroute from www.net.berkeley.edu to 74.200.203.242
1 g6-48.inr-211-srb.Berkeley.EDU (128.32.206.3) 0.455 ms 0.445 ms 0.426 ms
2 t2-2.inr-202-reccev.Berkeley.EDU (128.32.255.42) 0.517 ms 0.599 ms 0.390 ms
3 ge-1-3-0.inr-002-reccev.Berkeley.EDU (128.32.0.38) 0.837 ms 0.520 ms 0.564 ms
4 oak-dc2--ucb-ge.cenic.net (137.164.23.29) 0.889 ms 0.787 ms *
5 dc-sfo-dc1--oak-dc2-pos.cenic.net (137.164.22.32) 2.010 ms 2.025 ms 1.892 ms
6 dc-svl-dc1--sfo-dc1-pos.cenic.net (137.164.22.34) 2.000 ms 1.828 ms 2.207 ms
7 te2-3--480.tr01-plalca01.transitrail.net (137.164.131.253) 1.999 ms 1.952 ms 1.949 ms
8 he-peer.plalca01.transitrail.net (137.164.130.58) 2.204 ms 2.205 ms 10.609 ms
9 10gigabitethernet1-3.core1.sjc2.he.net (72.52.92.70) 4.207 ms 2.978 ms 14.378 ms
10 10gigabitethernet1-1.core1.chi1.he.net (72.52.92.74) 88.310 ms 93.785 ms 88.273 ms
11 g4-0.gsr12008.sd.chgo.fastservers.net (216.66.0.214) 88.575 ms 88.411 ms 88.342 ms
12 * * *
13 * * *
14 * * *


trace output from netops.Telcom.Arizona.EDU to thermalwebhosting.com:
traceroute to thermalwebhosting.com (74.200.203.242), 30 hops max, 38 byte packets
1 clem.telcom.Arizona.EDU (128.196.128.1) 0.554 ms 0.455 ms 0.492 ms
2 woody.telcom.arizona.edu (172.17.2.17) 0.368 ms 0.356 ms 0.242 ms
3 tuco.telcom.arizona.edu (128.196.24.167) 0.744 ms 0.731 ms 0.741 ms
4 westgate.telcom.Arizona.EDU (192.80.43.58) 0.744 ms 0.731 ms 0.742 ms
5 64.200.40.197 (64.200.40.197) 17.111 ms 17.207 ms 17.104 ms
6 64.200.232.45 (64.200.232.45) 17.357 ms 17.221 ms 17.355 ms
7 64.200.249.130 (64.200.249.130) 17.358 ms 17.597 ms 17.356 ms
8 te-4-2-72.car2.Dallas1.Level3.net (4.68.110.13) 17.731 ms 17.842 ms 17.605 ms
9 ae-31-51.ebr1.Dallas1.Level3.net (4.68.122.30) 17.857 ms ae-31-55.ebr1.Dallas1.Level3.net (4.68.122.158) 17.847 ms ae-32-56.ebr2.Dallas1.Level3.net (4.68.122.190) 23.967 ms
10 ae-2.ebr1.Denver1.Level3.net (4.69.132.105) 32.332 ms 32.568 ms 36.094 ms
11 ae-1-100.ebr2.Denver1.Level3.net (4.69.132.38) 44.714 ms 34.832 ms ae-2.ebr1.Denver1.Level3.net (4.69.132.105) 32.470 ms
12 ae-3.ebr3.Chicago1.Level3.net (4.69.132.62) 58.821 ms 52.945 ms ae-1-100.ebr2.Denver1.Level3.net (4.69.132.38) 34.844 ms
13 ae-78.ebr2.Chicago1.Level3.net (4.69.134.61) 54.573 ms ae-68.ebr1.Chicago1.Level3.net (4.69.134.57) 47.455 ms ae-78.ebr2.Chicago1.Level3.net (4.69.134.61) 47.076 ms
14 ae-68.ebr1.Chicago1.Level3.net (4.69.134.57) 47.823 ms ae-12-51.car2.Chicago1.Level3.net (4.68.101.3) 47.204 ms ae-22-56.car2.Chicago1.Level3.net (4.68.101.163) 47.449 ms
15 g2-0.gsr12008.sd.chgo.fastservers.net (4.71.182.6) 52.574 ms 51.699 ms ae-22-56.car2.Chicago1.Level3.net (4.68.101.163) 47.708 ms
16 * g2-0.gsr12008.sd.chgo.fastservers.net (4.71.182.6) 52.428 ms *
17 * * *
18 * * *

Using: http://www.cogentco.com/htdocs/glass.php (Washingto DC)
Tracing the route to thermalwebhosting.com (74.200.203.242)

1 f0-9.na01.b005944-0.dca01.atlas.cogentco.com (66.250.56.189) 0 msec 4 msec 4 msec
2 g3-9-3507.core01.dca01.atlas.cogentco.com (66.28.67.225) 0 msec 0 msec 4 msec
3 t4-1.mpd01.dca01.atlas.cogentco.com (154.54.3.158) 4 msec 4 msec 0 msec
4 t8-1.mpd01.dca02.atlas.cogentco.com (154.54.1.70) 4 msec 0 msec 4 msec
5 t2-2.mpd01.iad01.atlas.cogentco.com (154.54.1.78) 4 msec 4 msec 4 msec
6 g2-0-0-3491.core01.iad01.atlas.cogentco.com (154.54.5.33) 4 msec 4 msec 4 msec
7 p15-0.core02.iad01.atlas.cogentco.com (154.54.2.30) 4 msec 4 msec 4 msec
8 pos1-2.gsr12416.ash.he.net (66.160.128.117) 4 msec 4 msec 4 msec
9 10gigabitethernet2-1.core1.ash1.he.net (72.52.92.5) 8 msec 8 msec 4 msec
10 10gigabitethernet1-2.core1.nyc4.he.net (72.52.92.85) 12 msec 12 msec 8 msec
11 72.52.92.102 32 msec 32 msec 32 msec
12 214.subnet212.0.66.216.in-addr.arpa (216.66.0.214) 32 msec 32 msec 32 msec
13 * * *
14 * * *
15 * * *
16 * * *


Using: http://www.cogentco.com/htdocs/glass.php (Los Angeles)
Tracing the route to thermalwebhosting.com (74.200.203.242)

1 g10-0-224.core01.lax01.atlas.cogentco.com (66.250.4.5) 0 msec 4 msec 0 msec
2 p15-0.core02.lax01.atlas.cogentco.com (66.28.4.242) 0 msec 4 msec 0 msec
3 p14-0.core01.sfo01.atlas.cogentco.com (154.54.5.102) 16 msec 12 msec 12 msec
4 p10-0.core01.sjc04.atlas.cogentco.com (66.28.4.230) 16 msec 16 msec 16 msec
5 he.sjc04.atlas.cogentco.com (154.54.10.38) 16 msec 12 msec 12 msec
6 10gigabitethernet2-4.core1.pao1.he.net (64.62.249.222) 12 msec 16 msec 16 msec
7 10gigabitethernet1-3.core1.sjc2.he.net (72.52.92.70) 16 msec 16 msec 12 msec
8 10gigabitethernet1-1.core1.chi1.he.net (72.52.92.74) 100 msec 100 msec 100 msec
9 214.subnet212.0.66.216.in-addr.arpa (216.66.0.214) 92 msec 92 msec 92 msec
10 * * *
11 * * *
12 * * *


Using: http://www.cogentco.com/htdocs/glass.php (London)
Tracing the route to thermalwebhosting.com (74.200.203.242)

1 g9-2.3.core01.lon02.atlas.cogentco.com (130.117.16.121) 0 msec 4 msec 0 msec
2 lon.he.net (195.66.226.21) 4 msec 4 msec 0 msec
3 10gigabitethernet2-3.core1.nyc4.he.net (72.52.92.77) 76 msec 76 msec 80 msec
4 72.52.92.102 100 msec 100 msec 100 msec
5 214.subnet212.0.66.216.in-addr.arpa (216.66.0.214) 100 msec 100 msec 100 msec
6 * * *
7 * * *
8 * * *


Using: http://www.cogentco.com/htdocs/glass.php (Madrid)
Tracing the route to thermalwebhosting.com (74.200.203.242)

1 g2-1.3.core01.mad05.atlas.cogentco.com (130.117.16.117) 0 msec * 0 msec
2 * *
t3-1.mpd02.mad05.atlas.cogentco.com (130.117.2.38) 0 msec
3 t4-3.mpd01.par02.atlas.cogentco.com (130.117.2.249) 32 msec 32 msec 36 msec
4 t1-2.mpd02.par01.atlas.cogentco.com (130.117.1.230) 24 msec 24 msec 28 msec
5 v3490.mpd01.lon01.atlas.cogentco.com (130.117.2.6) 32 msec 32 msec 36 msec
6 gsr12012.lon.he.net (195.66.224.21) 32 msec 32 msec 36 msec
7 10gigabitethernet2-3.core1.nyc4.he.net (72.52.92.77) 108 msec 108 msec 108 msec
8 10gigabitethernet1-2.core1.chi1.he.net (72.52.92.102) 140 msec 132 msec 128 msec
9 214.subnet212.0.66.216.in-addr.arpa (216.66.0.214) 132 msec 132 msec 128 msec
10 * * *

[H9Travis]

Hi,

Can you give us your ticket ID?

Also can you please visit http://hostnine.com/myip and give us your IP address.



I ran a check on the server your site is on and everything appears to be stable, as rocket has been for weeks now.

[colt45]

I'm thinking that this is a DNS problem involving incorrect nameserver settings.

Here's a PDF of a DNS-Report.

Actually, after closer examination, the report shows no connectivity to the nameservers defined on the local server. This points again to a problem with routing at the datacenter.