Common connection problems

Common Connection Problems

Knowledgebase » How To Troubleshoot Connection Problems» Common connection problems


Problem could be caused by your local internet connection, something between your local computer and our building, something inside our building, or something on your server.

In the past this issue has been caused by routers outside of our facility, http servers constantly restarting, or a server using too much bandwidth.


For us to identify where the problem is we need the following information.

Make sure you can ping your server(may have to allow ping through windows firewall).

Ping your server, your gateway (configured in your server),
208.67.166.241, 38.104.222.129, and 4.30.20.85 while you are using your
server.

When you have a problem look at the results of those pings. Send us the
results(we are looking for timeouts and high response times) and the
time they occurred.

 

How to use Ping:

One of the first things to try when your connection doesn’t seem to be working properly is the ping command. Open a Command Prompt window from your Start menu and run a command like ping 208.67.166.24138.104.222.129 or 4.30.20.85.

This command sends several packets to the address you specify. The web server responds to each packet it receives. In the command below, we can see that everything is working fine – there’s 0% packet loss and the time each packet takes is fairly low.

image

If you see packet loss (in other words, if the web server didn’t respond to one or more of the packets you sent), this can indicate a network problem. If the web server sometimes takes a much longer amount of time to respond to some of your other packets, this can also indicate a network problem.

This problem can be with the website itself (unlikely if the same problem occurs on multiple websites), with your Internet service provider, or on your network (for example, a problem with your router).

Note that some websites never respond to pings. For example, ping microsoft.com will never results in any responses.

 

How to Use Traceroute:

Traceroute is run from a command prompt or terminal window. On Windows, press the Windows key, type Command Prompt, and press Enter to launch one.

To run a traceroute, run the tracert command followed by the address of a website. For example, if you wanted to run a traceroute on your Server IP , you’d run the command: tracert ( your server IP ) 

You’ll gradually see the route take form as your computer receives responses from the routers along the way.

image

 

(On Mac or Linux, run traceroute ( your Server IP ) instead.)

 

 When you have a problem look at the results of those pings. Send us the results (we are looking for timeouts and high response times) and the time they occurred.





Cloud South Inc. 424 Hampton Road West Palm Beach, FL. 33405
www.cloudsouth.com
info@cloudsouth.com
Telephone: 877-336-7747