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Knowledgebase: Dedicated Servers
I'm experiencing network related problems, can you help?
Posted by John Imison on 23 November 2005 07:31 PM

If you're experiencing network related problems we request that you gather some useful information prior to creating a support ticket.  The following information would greatly assist us investigating possible network related problems and perhaps help you in diagnosing the problem:

  • When did you notice accessibility problems?
  • Have you checked for scheduled maintenance windows on our support site?
  • Are you able to connect to any of the services running on your dedicated machine?
  • Was maintenance work being carried out on the machine before or at the time of the connectivity problems?
  • Have you recently rebooted the machine using the APC (power cycling service)?  Is the outlet currently set to ON?
  • Can you ping the hosts domain name and ip address?  (Please provide output)
  • Does a trace route reach it's final destination? (Please provide output from tracert on windows or traceroute on linux based machines)
  • Have you tried a traceroute from a remote traceroute facility? ( lists many public traceroute sites)

With the information above, the time taken for us to diagnose a network related problem affecting your dedicated host maybe significantly reduced.

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