Unable to connect to server, tracert stops at

Asked by:
videogame / 5 Points
2012-07-14 7:38 pm EST
Website Troubleshooting
A friend of mine is suddenly unable to connect to my website. He's tried connecting through several of my domains as well as through the shared ip ( but the request always times out. We tried to run a tracert, but it always hangs at He is able to ping the 216 address, but the 173 address always times out. Until yesterday, he had no problems accessing the site, and I haven't changed any cpanel settings recently. He's still able to access the site from his phone over cellular data and I have no problem accessing it from my computer. Could this block be coming from your end? What would you recommend we do to resolve this problem?

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16,266 Points
2012-07-16 8:51 am EST
Hello videogame,

Given the description and the owner of the IP address you listed, it seems that it is possible the server has blocked your friend's IP address on our server.

We can certainly take a look and unblock it if it was by mistake. At times the server can block legitimate IP addresses by being just a bit overprotective.

To have support check that for you, you would need to contact our support department (open 24/7) with that request. Be sure to validate your account with either the last 4 digits of the credit card on file, or the current Account Management Panel (AMP) password. Be sure to also include your friend's IP so we can check for that specific IP address in the list.

Best Regards,
Scott M

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