 |
| Support Documents 
|
|
|
Article 5: What to do if we report that we can’t Ping your site.
|
|
|
Problem: Your Web server is not responding, or there is some sort of network problem at your ISP. We sent a Ping message to your server but did not receive a response. This problem has been sustained and consistent to pass through our transient error filter. Since we cannot reach your site through either of our ISPs the problem is likely at the server or within your ISP. Background: Ping is a brief signal sent through the Internet to test connectivity, and is named after the sonar ping submarines send out to test the surroundings. On the Internet, a ping request is passed on from router to router until it reaches its destination, and will fail if any router or cable along the chain has a problem. If a server fails to respond to a Ping the server may be down, but also there may be a break in communications so the server never received the Ping at all. You should also remember that a Web server that correctly responds to Ping messages could still have problems that prevent it from serving requests for Web pages. Our PageChecking tests are more intensive and more completely test the operation of a Web server. Possible
Reasons: 1. Your network or firewall has started filtering out Ping messages. 2. Your Web server could be disconnected or powered off. 3. A cable or router configuration problem near the server or at the ISP could be causing a communication outage. Recommended
Action: |
|
| Step 1. | Have you added or reconfigured your firewall recently? Many firewalls ignore ping requests and would therefore cause a Ping outage. If you have started filtering Ping messages but still want us to test your server’s ability to handle html requests, we can skip the ping test while continuing to test your Web server’s ability to serve pages. |
| Step 2. |
If the filtering of Ping messages hasn’t changed recently, take a look at the name of the router that is reporting the outage. If you recognize the router as part of your network it should help you to diagnose the connectivity problem.
If the router reporting the problem is outside your network, your ISP should be able to help you with the problem. Since we can’t connect consistently through two different ISPs, the problem is likely within your ISP or the result of a configuration problem in broadcasting the routes to other ISPs. Our outage message should contain the information your ISP requires to resolve the issue. |
|
As with all errors, if we can be of help resolving your problem please let us know by email to help@SEVENtwentyfour.com or by calling toll-free (800) 724-4724 from within the United States or Canada, or (416) 269-7744 internationally.
|
|
|
|
|
