My customer cannot see any websites on my server

Asked by:
BillC / 5 Points
Time:
2012-05-13 11:57 pm EST
Category:
Dns Nameserver Changes
Hits:
777
I understand I have a shared IP address. Does this always remain the same or does it get recycled periodically for all users on the particular server?

My concern is this: I have a customer that suddenly is unable to see any of the sites I have developed which use this IP address. We suspect it is a router problem as both computers in her house are unable to bring up these sites. I have no problem bringing up these sites in my smart phone and on a laptop using a different provider. They worked before and now suddenly do not work. I hesitate to get a dedicated IP address because the problem could suddenly happen again with that IP. Do you have any suggestions?

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ANSWERS

0

bradm
Staff
1,846 Points
2012-05-14 8:50 am EST
Hi BillC,

Does the server's shared IP addresses always stay the same?

All of our shared servers' ip addresses are not set to change or be recycled periodically. We have some users who use 3rd party DNS servers, and the change of IP addresses most likely would bring down their site and cause problems.

That being said, we do sometimes change the IP address of a shared server. This is extremely rare, and is only done in an emergency situation. For example, our System Administration team may need to take this type of action if the server is under a heavy DDOS attack.

I have a customer that suddenly is unable to see any of the sites I have developed which use this IP address.

Getting to the actual problem at hand, your customer cannot see any of your websites on your server. In order to troubleshoot this type of issue:

1. We need to know the IP address of your customer's computer

2. We need a copy of a ping / tracert test from your customer's computer to your domain name

You can find more information on the above two items here, How do I run a ping and traceroute test? After you get these results, you'll want to email them to support@webhostinghub.com for further review.

I hesitate to get a dedicated IP address because the problem could suddenly happen again with that IP.

You shouldn't need to get a dedicated IP address just because of the issue at hand. We're quite familiar with troubleshooting connection issues, and if you can get to us a ping and traceroute test, we should be able to get to the bottom of this issue for you soon.

If you have any further questions, feel free to post a comment at the bottom of this page.

Thanks!
- Brad

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