If you are unable to connect to your website there are a few things you can try (if you have the time) to help us better diagnose where the problem lies.
Simply put, the more quickly this information is collected the more quickly we can fix whatever is causing almost any issue. Help us help you!
One of the most common causes for customers being unable to connect to their website is they have been blocked by their firewall for too many failed logins (through cPanel, SSH, FTP, e-mail, etc.) To diagnose this, see if you can connect to another website on your server. If you only have one, try connecting to liquidweb.com. If you can see other websites on your server, your IP has not been blocked. If you are unable to see all sites on your server, but are able to see liquidweb.com, chances are good you have been blocked.
In this case, you can try using a proxy site to view your website. A proxy site will obscure your IP address, thereby circumventing any IP blocks. A popular proxy site is http://www.proxysite.org. If you are able to view your website from there, you may have been blocked by IP address, or there may be network issues between you physical location and ours. To get your public-facing IP address, go to http://www.whatismyip.com and have it ready in your ticket or phone call for us to check.
Another common cause of false-positive website downtime is network congestion or outages. A very powerful diagnostic tool for this occurrence is traceroute. Traceroute shows you a visual representation of how your traffic is routing from your local computer to the server. If you need help running a traceroute you can find a helpful knowledge base article at http://www.liquidweb.com/kb/how-to-use-traceroute/.
If you see asterisks in your traceroute, those are “lost packets,” which mean there is network congestion or outages at the hop where you see the asterisk. Including traceroute results in your ticket will help us to diagnose where the troubles lies.
If neither an IP block nor network congestion apply, we’ll need to know what error you’re seeing in order to determine the trouble. It could be DNS-related, or Apache might be having troubles serving your pages. Before you call or send in a ticket, noting what error you’re seeing in the web browser for the specific URL you’re trying to reach will help us more quickly solve the problem.
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Liquid Web’s Heroic Support is always available to assist customers with this or any other issue. If you need our assistance please contact us:
Toll Free 1.800.580.4985
International 517.322.0434
support@liquidweb.com
https://manage.liquidweb.com/
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