Are you having troubles reaching your site?| Date posted: Thu, 20th Dec 2007 10:00 am |
Over the past week, I have received several complaints from clients unable to reach their website or retreive their email. After spending 4 days tracking down the issue, the problem has been located and corrected. After working with several very patient clients, the tech support staff of my hosting facility and the tech support staff of several ISPs, the problem has been diagnosed as a failed DNS server within the Charter Communications network. We have run a full battery of tests on our network, servers, connections and software and can report with great confidence that the issue is not on our end. We have not blocked your IP addresses or Domains, nor are your servers down. While working closely with several different clients, we have eliminated the possibility that the issue resides in your local network (routers, firewalls, anti-virus, etc). This led us to the conclusion it must be the fault of one or more ISPs. After running trace routes from the various clients experincing the outages, we traced the problem to Charter Communications. They have been contacted and notified of the issue. They claim that due to the recent ice storms in the midwest, one or more DNS exchange servers are currently down, which is causing a failure for some users to view certain (but not all) websites. Charter has assured us the problem should self-correct itself with a few days.
Until then, if you are experiencing the following issue - you can view the rest of the internet but not your own website or any site associated with Media Mechanic - then you will need to manually bypass your Charter DNS address. This can be done using the folling steps:
1) Open your router management software
2) Under general settings locate "Obtain DNS automatically"
3) Change the setting to manual
4) Enter the following two DNS IP addresses: 208.67.222.222 and 208.67.220.220
5) Save the settings and close the software
This will bypass the Charter provided DNS address and should clear up the problem. In a week or so, try changing it back to "Obtain Automatically" and the problem should clear up on it's own. We are already getting reports from various clients that the problem has gone away.
If you continue to experience difficulties, contact our Technical Support team.
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