Can't connect to my website

[billl2]

Suddenly I can't connect to my website / host panel either via browser or by FTP/SFTP. Opened a ticket with my host and this is their repsonse:

"Thanks for contacting us and sending your traceroute details. I apologize
for the delayed response on this issue. I'm not currently seeing any
blocks for your IP in our firewall at this time. Looking at
your traceroute I found that it looks like your network is having an
issue due to the time out listed in hop #2 and #5 of your traceroute that
I included below:

Last login: Thu Feb 22 10:49:54 on ttys000
Bills-MBP:~ bfallon$ traceroute www.falloncreative.co
traceroute to www.falloncreative.co (69.163.176.163), 64 hops max, 52
byte packets
1 wireless_broadband_router (192.168.1.1) 0.495 ms 0.351 ms 0.337 ms
2 lo0-100.bstnma-vfttp-321.verizon-gni.net (96.237.110.1) 26.357 ms
23.487 ms 7.936 ms
3 b3321.bstnma-lcr-22.verizon-gni.net (100.41.213.178) 8.914 ms
b3321.bstnma-lcr-21.verizon-gni.net (100.41.213.176) 7.148 ms
b3321.bstnma-lcr-22.verizon-gni.net (100.41.213.178) 8.620 ms
4 * * *
5 * * *
6 0.et-10-0-2.br2.nyc4.alter.net (140.222.1.61) 16.994 ms 15.611 ms
10.305 ms
7 204.255.169.2 (204.255.169.2) 12.530 ms 14.310 ms 12.528 ms
8 ae16.cs2.lga5.us.zip.zayo.com (64.125.29.222) 96.575 ms 94.830 ms
ae15.cs1.lga5.us.zip.zayo.com (64.125.29.220) 77.100 ms
9 ae3.cs1.ord2.us.eth.zayo.com (64.125.29.209) 88.649 ms 87.804 ms
ae3.cs2.ord2.us.eth.zayo.com (64.125.29.213) 78.709 ms
10 ae2.cs1.sea1.us.eth.zayo.com (64.125.29.26) 96.403 ms
ae2.cs2.sea1.us.eth.zayo.com (64.125.29.28) 80.249 ms
ae2.cs1.sea1.us.eth.zayo.com (64.125.29.26) 95.135 ms
11 ae28.mpr1.sea1.us.zip.zayo.com (64.125.29.105) 76.139 ms 72.647 ms
ae27.mpr1.sea1.us.zip.zayo.com (64.125.29.1) 76.425 ms
12 ae8.mpr1.pdx1.us.zip.zayo.com (64.125.30.26) 90.533 ms 92.691 ms
88.398 ms
13 * * *
14 * * *
15 * * *

The timeouts listed above are  most likely caused by an issue that is
occurring along your local network connection to our servers. You will
need to contact your local ISP for more details on what might be causing
those timeouts to occur. If your ISP does not seeing issues and you are
still not able to connect let us know and we will continue to investigate
this issue further for you."

Any help is greatly appreciated.

[jonjones1]

Has to be in your routing where you are. I had no problem getting to your site.

[billl2]

Thanks jonjones - I should have mentioned above that I can see the site when I'm out of the office.

[jonjones1]

---

@billl wrote:

Thanks jonjones - I should have mentioned above that I can see the site when I'm out of the office.

---

The tracert is showing a drop as you said in *4&*5 However the whole string of hops including *4&*5 are all Verizon. Alternet is also Verizon etc.

i would do this. Just to be sure.

unplug your router count to 10 and plug it back in and let it power back up.

now while you are doing this clear the cache and visited websites from all browsers you are using. Sometimes there are ghost websites and clearing it all out is good.

then turn your laptops, desktops, tablets, etc. you are using to go to your portal and again count to 10,20,30 etc. then turn it back on.

test your web portal access again.

Good Luck

[billl2]

Thanks for the suggestion. I just tried it, unfortunately no change.

[jonjones1]

Bill did you try to reach your website via its IP address ?

this may get through when your name server won’t.

your IP address is 69.163.176.163 

i could look it up but I am a little rusty since being retired.

did you check to see if MA has any down spots. Try here.

https://www.experts-exchange.com/tools/site-down-Detector.html

[billl2]

I tried reaching the site via IP but it times out. No down spot detected - comes back available / status code 200.

[jonjones1]

I also show no issues.

traceroute to 69.163.176.163 (69.163.176.163), 30 hops max, 60 byte packets
1 praha-4d-c1-vl55.masterinter.net (77.93.199.253) 0.957 ms 1.274 ms 1.347 ms
2 vl1387.cr3.r1-8.dc1.4d.prg.masterinter.net (83.167.254.150) 0.266 ms 0.271 ms 0.268 ms
3 vl1388.cr2.c16.127.cecolo.prg.masterinter.net (83.167.254.148) 0.262 ms 0.263 ms 0.432 ms
4 he-net.peering.cz (91.213.211.118) 0.416 ms 0.331 ms 0.421 ms
5 100ge16-1.core1.fra1.he.net (184.105.213.233) 7.716 ms 7.658 ms 7.640 ms
6 100ge5-2.core1.par2.he.net (72.52.92.13) 17.394 ms 17.381 ms 17.387 ms
7 100ge14-1.core1.nyc4.he.net (184.105.81.77) 97.724 ms 97.688 ms 97.527 ms
8 100ge14-1.core1.tor1.he.net (184.105.80.10) 97.297 ms 97.357 ms 97.334 ms
9 100ge6-1.core1.ywg1.he.net (184.105.64.102) 118.293 ms 118.386 ms 118.144 ms
10 100ge10-1.core1.yyc1.he.net (184.105.222.98) 141.178 ms 133.929 ms 133.887 ms
11 100ge10-2.core1.yvr1.he.net (184.105.64.113) 162.178 ms 162.201 ms 161.770 ms
12 100ge10-2.core1.sea1.he.net (184.105.64.109) 145.217 ms 145.517 ms 145.239 ms
13 100ge11-1.core1.pdx1.he.net (184.105.64.138) 148.782 ms 148.868 ms 148.433 ms
14 dreamhost.10gigabitethernet10-5.core1.pdx1.he.net (65.49.80.226) 149.656 ms 149.695 ms 149.690 ms
15 pdx1-cr-1.sd.dreamhost.com (66.33.200.2) 156.649 ms 149.847 ms 149.814 ms
16 pdx1-a1u27-acc.sd.dreamhost.com (66.33.200.6) 161.882 ms 161.835 ms 160.877 ms
17 creativesource.dreamhost.com (69.163.176.163) 149.488 ms 149.417 ms 149.460 ms

[CRobGauth]

One comment:

When you have intermediate hops that show timeouts, but traceroute continues, it is most likely that those devices are configured to not respond to ICMP packets. Those issues can be ignored.

Only time to be concerned is when you get to a timeout and no other attemps succeed past that point.

[billl2]

Noted, thanks.
My problem persists.