Is this an ISP issue or the web site hoster issue?

dbwillis

[H]F Junkie
Joined
Jul 9, 2002
Messages
9,349
Customer called me because he cant get to webmail for this venture he is partnering with, come to find out, he cant even get to the web site.
Said it was working, but stopped on Saturday 6/15 (or Sunday, he isnt sure, but it did work Friday 6/14)

He cannot get to the web site www.eliteworldwide.com, cant ping it or access it.

He is on Comcast Business in Naugatuck CT

I tried from work in Bristol CT (no issue), Plainville CT (Comcast Biz - no issue), Wolcott CT (Frontier DSL - no issue), home (Comcast - no issue), Vermont (DSL - no issue), New Hampshire (cable internet - no issue)

No filtering of outbound internet is done at the location, I did set one of the workstations to use Google DNS (rather than AD DNS) and it still couldnt ping or get to the site.
From the firewall I also cant ping the web site

Here is a tracert from a working connection and the non working (non working is first)

C:\Users\******>tracert www.eliteworldwide.com

Tracing route to eliteworldwide.com [209.59.160.232]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms *.*.*.* (removed/customer info)
2 9 ms 11 ms 12 ms 96.120.69.45
3 13 ms 12 ms 10 ms 96.108.102.161
4 8 ms 10 ms 12 ms 96.108.159.78
5 21 ms 14 ms 18 ms be-303-ar01.chartford.ct.hartford.comcast.net [96.108.158.201]
6 16 ms 20 ms 25 ms be-2-ar01.needham.ma.boston.comcast.net [68.87.147.149]
7 26 ms 22 ms 29 ms be-7015-cr02.newyork.ny.ibone.comcast.net [68.86.90.217]
8 43 ms 45 ms 50 ms be-10305-cr02.350ecermak.il.ibone.comcast.net [68.86.85.202]
9 42 ms 42 ms 42 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2]
10 43 ms 42 ms 43 ms as32244-pe03.350ecermak.il.ibone.comcast.net [50.242.150.130]
11 48 ms 48 ms 49 ms lw-dc3-core1-eth2-19.rtr.liquidweb.com [209.59.157.244]
12 54 ms 52 ms 49 ms lw-dc3-dist15-po5.rtr.liquidweb.com [69.167.128.201]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18

Tracing route to eliteworldwide.com [209.59.160.232]
over a maximum of 30 hops:

1 1 ms 2 ms 1 ms *.*.*.* (removed/work info)
2 2 ms 2 ms 1 ms 10.74.138.62
3 85 ms 2 ms 2 ms *.*.*.* (removed/work info)
4 6 ms 2 ms 2 ms *.*.*.* (removed/work info)
5 9 ms 2 ms 2 ms *.*.*.* (removed/work info)
6 2 ms 2 ms 2 ms *.*.*.* (removed/work info)
7 3 ms 2 ms 4 ms *.*.*.* (removed/work info)
8 4 ms 3 ms 3 ms *.*.*.* (removed/work info)
9 4 ms 4 ms 3 ms 192.234.2.2
10 5 ms 2 ms 5 ms 50-224-58-105-static.hfc.comcastbusiness.net [50.224.58.105]
11 2 ms 3 ms 3 ms 162.151.150.121
12 3 ms 2 ms 2 ms 162.151.148.238
13 5 ms 4 ms 4 ms be-316-ar01.chartford.ct.hartford.comcast.net [162.151.149.241]
14 10 ms 9 ms 9 ms be-2-ar01.needham.ma.boston.comcast.net [68.87.147.149]
15 17 ms 15 ms 17 ms be-7015-cr02.newyork.ny.ibone.comcast.net [68.86.90.217]
16 36 ms 38 ms 37 ms be-10305-cr02.350ecermak.il.ibone.comcast.net [68.86.85.202]
17 35 ms 33 ms 34 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2]
18 30 ms 30 ms 31 ms as32244-pe03.350ecermak.il.ibone.comcast.net [50.242.150.130]
19 39 ms 39 ms 40 ms lw-dc3-core2.rtr.liquidweb.com [209.59.157.50]
20 37 ms 37 ms 37 ms lw-dc3-dist15-po6.rtr.liquidweb.com [69.167.128.205]
21 39 ms 38 ms 39 ms host.eliteworldwide.com [209.59.160.232]

Trace complete.

It seems after line #10 (not working) and line #18 (working) which is as32244-pe03.350ecermak.il.ibone.comcast.net [50.242.150.130], the next hope goes different ways
Looks like liquidweb is the hosting company.
Is this a routing thing on Comcast or something the hoster needs to fix?
 
Customer called me because he cant get to webmail for this venture he is partnering with, come to find out, he cant even get to the web site.
Said it was working, but stopped on Saturday 6/15 (or Sunday, he isnt sure, but it did work Friday 6/14)

He cannot get to the web site www.eliteworldwide.com, cant ping it or access it.

He is on Comcast Business in Naugatuck CT

I tried from work in Bristol CT (no issue), Plainville CT (Comcast Biz - no issue), Wolcott CT (Frontier DSL - no issue), home (Comcast - no issue), Vermont (DSL - no issue), New Hampshire (cable internet - no issue)

No filtering of outbound internet is done at the location, I did set one of the workstations to use Google DNS (rather than AD DNS) and it still couldnt ping or get to the site.
From the firewall I also cant ping the web site

Here is a tracert from a working connection and the non working (non working is first)

C:\Users\******>tracert www.eliteworldwide.com

Tracing route to eliteworldwide.com [209.59.160.232]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms *.*.*.* (removed/customer info)
2 9 ms 11 ms 12 ms 96.120.69.45
3 13 ms 12 ms 10 ms 96.108.102.161
4 8 ms 10 ms 12 ms 96.108.159.78
5 21 ms 14 ms 18 ms be-303-ar01.chartford.ct.hartford.comcast.net [96.108.158.201]
6 16 ms 20 ms 25 ms be-2-ar01.needham.ma.boston.comcast.net [68.87.147.149]
7 26 ms 22 ms 29 ms be-7015-cr02.newyork.ny.ibone.comcast.net [68.86.90.217]
8 43 ms 45 ms 50 ms be-10305-cr02.350ecermak.il.ibone.comcast.net [68.86.85.202]
9 42 ms 42 ms 42 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2]
10 43 ms 42 ms 43 ms as32244-pe03.350ecermak.il.ibone.comcast.net [50.242.150.130]
11 48 ms 48 ms 49 ms lw-dc3-core1-eth2-19.rtr.liquidweb.com [209.59.157.244]
12 54 ms 52 ms 49 ms lw-dc3-dist15-po5.rtr.liquidweb.com [69.167.128.201]
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18

Tracing route to eliteworldwide.com [209.59.160.232]
over a maximum of 30 hops:

1 1 ms 2 ms 1 ms *.*.*.* (removed/work info)
2 2 ms 2 ms 1 ms 10.74.138.62
3 85 ms 2 ms 2 ms *.*.*.* (removed/work info)
4 6 ms 2 ms 2 ms *.*.*.* (removed/work info)
5 9 ms 2 ms 2 ms *.*.*.* (removed/work info)
6 2 ms 2 ms 2 ms *.*.*.* (removed/work info)
7 3 ms 2 ms 4 ms *.*.*.* (removed/work info)
8 4 ms 3 ms 3 ms *.*.*.* (removed/work info)
9 4 ms 4 ms 3 ms 192.234.2.2
10 5 ms 2 ms 5 ms 50-224-58-105-static.hfc.comcastbusiness.net [50.224.58.105]
11 2 ms 3 ms 3 ms 162.151.150.121
12 3 ms 2 ms 2 ms 162.151.148.238
13 5 ms 4 ms 4 ms be-316-ar01.chartford.ct.hartford.comcast.net [162.151.149.241]
14 10 ms 9 ms 9 ms be-2-ar01.needham.ma.boston.comcast.net [68.87.147.149]
15 17 ms 15 ms 17 ms be-7015-cr02.newyork.ny.ibone.comcast.net [68.86.90.217]
16 36 ms 38 ms 37 ms be-10305-cr02.350ecermak.il.ibone.comcast.net [68.86.85.202]
17 35 ms 33 ms 34 ms be-10577-pe03.350ecermak.il.ibone.comcast.net [68.86.86.2]
18 30 ms 30 ms 31 ms as32244-pe03.350ecermak.il.ibone.comcast.net [50.242.150.130]
19 39 ms 39 ms 40 ms lw-dc3-core2.rtr.liquidweb.com [209.59.157.50]
20 37 ms 37 ms 37 ms lw-dc3-dist15-po6.rtr.liquidweb.com [69.167.128.205]
21 39 ms 38 ms 39 ms host.eliteworldwide.com [209.59.160.232]

Trace complete.

It seems after line #10 (not working) and line #18 (working) which is as32244-pe03.350ecermak.il.ibone.comcast.net [50.242.150.130], the next hope goes different ways
Looks like liquidweb is the hosting company.
Is this a routing thing on Comcast or something the hoster needs to fix?
It leaves Comcast's network, so the issue likely isn't with them. Is the host experiencing any outages with their network? Try geopeeker.com and see what the results are. Get with liquid web and see why traffic stops when going through lw-dc3-dist15-po5.rtr.liquidweb.com

You sure the server itself isn't blocking the customer's public IP? Host could have a firewall blocking their connection as well, whether legitimate or not. Or, it could just be a simple routing issue on their end that hasn't cleared up. You don't have access to much of what you'd need to diagnose, so you'll want to involve the host.
 
I dont have any info for the web site, or liquidweb like a sign on, liquidweb chat didnt get me farther than asking me to authenticate, which I cant.
 
I dont have any info for the web site, or liquidweb like a sign on, liquidweb chat didnt get me farther than asking me to authenticate, which I cant.
Did you ask them if they are experiencing any network issues or an outage? Show them the traceroutes. If the customer wants your help, they'll give you appropriate credentials to work with the host
 
That's the thing.
My guy, I's an employee of the elite company, I don't do work at all for the elite company, just wanted to make sure I tell him the right folks to contact (comcast for his internet, or the elite company for the problem)
I can't ask anything of the liquid web folks until I authenticate , couldn't find any status page on there site
 
Based on the traceroutes this is definitely an issue with either Liquidweb or your client's CPE gear. For the working this below proves you are able to leave comcast network and into Liquidweb's network, then onto to the the correct host.
20 37 ms 37 ms 37 ms lw-dc3-dist15-po6.rtr.liquidweb.com [69.167.128.205] <---one hop away from host(pay attention the IP address
21 39 ms 38 ms 39 ms host.eliteworldwide.com [209.59.160.232]

For the non-working it shows
11 48 ms 48 ms 49 ms lw-dc3-core1-eth2-19.rtr.liquidweb.com [209.59.157.244]
12 54 ms 52 ms 49 ms lw-dc3-dist15-po5.rtr.liquidweb.com [69.167.128.201] <---i'm assuming this would be one hop away as well....very very close to the IP address above that is one hop away.

I"d personally get on support with liquidweb, tell them you can reach the webserver when going through their po6 router(.205), but you can't get to it when routing through their p05(.201) router....help point them in the right direction.
 
Per my customer after he contacted the EliteWorldWide folks " yes, it was lock out at the host "
he is all set now, thanks everyone
 
Per my customer after he contacted the EliteWorldWide folks " yes, it was lock out at the host "
he is all set now, thanks everyone
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