Question

Website cannot be reached from some networks and devices

Certain networks devices are unable to connect to my server. On one device or network, there is no issue, but on another, the website completely refuses to load.

My system spec 8 GB Memory / 4 Intel vCPUs / 160 GB Disk / BLR1 - Ubuntu 20.04 (LTS) x64

over a maximum of 30 hops:
  1     1 ms     *        1 ms  10.
  2     2 ms     2 ms     2 ms  10.
  3     *        *        *     Request timed out.
  4    12 ms    11 ms    14 ms  172.
  5     *        *        *     Request timed out.
  6    25 ms    21 ms    26 ms  10.29.34.66
  7    24 ms    29 ms    58 ms  195.229.4.70
  8    29 ms    29 ms    26 ms  bpx-2.emix.net.ae [195.229.0.100]
  9    31 ms    23 ms    25 ms  195.229.1.163
 10    88 ms    99 ms    87 ms  195.229.28.170
 11    99 ms   101 ms   101 ms  182.79.153.39
 12    95 ms    94 ms    96 ms  dsl-tn-190.97.246.61.airtelbroadband.in [61.246.97.190]
 13    95 ms    95 ms   104 ms  143.244.225.131
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17   102 ms   100 ms   100 ms  167.
Trace complete.

Tried tracert command in both software working and not working location on both the tracecert completed.


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alexdo
Site Moderator
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April 6, 2023

Hello @ananthjaison

I would assume that the two devices are not sharing the same network, e.g not using the same ISP? As mentioned the issue might lie within your internet provider and it will be good if they can confirm this.

If another device using different provider can reach the droplet the issue will lie somewhere between the server and your device.

Hope that this helps!

alexdo
Site Moderator
Site Moderator badge
April 6, 2023

Hello @ananthjaison

I would assume that the two devices are not sharing the same network, e.g not using the same ISP? As mentioned the issue might lie within your internet provider and it will be good if they can confirm this.

If another device using different provider can reach the droplet the issue will lie somewhere between the server and your device.

Hope that this helps!

Bobby Iliev
Site Moderator
Site Moderator badge
April 5, 2023

Hi there,

Are you using a firewall that could be blocking access to your server? I could suggest checking your firewall rules to make sure that there are no deny rules that could be causing the problem for specific IP ranges.

Also, I could suggest checking your DNS records via this website here to make sure that there are no DNS issues:

https://www.whatsmydns.net/

Such problems could occur after a recent DNS change.

Regarding the traceroute output, it indicates that there might be a routing issue between certain networks and your server. Since the traceroute completes on some networks but not on others, it is likely that the issue lies outside your server. In this case, you should contact your hosting provider or ISP and share the traceroute results with them. They can help you diagnose and resolve the issue.

Best,

Bobby

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