Tickets... 17 Hours... Can't Access

Wrighty · June 8th, 2008, 5:26 AM

So I can't access the site (Nice Try ^_^), and I submitted a ticket 18 hours ago, got a reply within an hour. I returned the 'needed info' within 10 minutes. And in the last 17 hours I haven't heard anything.

It's unlike Surpass to take this long, therefore I've taken to the community to seek help - and to see if it's any better?

I'm unable to access my site, as you can probably see, you can access it. Therefore it's a problem with my computer connecting. I've 'flushDNS'-ed etc.. Also, left it for the night to see if it was a DNS fault by my ISP, no such luck.

Any thoughts by anyone?

huckyboy · June 8th, 2008, 5:36 AM

could you try to access it again? i could see the page from where i am. the page just displays "Nice Try! ^_^"

also could you please post your tracert output here? you could open a command prompt (Start -> run -> cmd) and type in tracert wrighty.info

here's mine:

Quote:

C:\Documents and Settings\Gerard>tracert wrighty.info

Tracing route to wrighty.info [66.7.209.205]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.11
2 6 ms 6 ms 6 ms xxx.xxx.xxx.xxx [xxx.xxx.xxx.xxx]
3 6 ms 6 ms 6 ms xxx.xxx.xxx.xxx
4 6 ms 6 ms 6 ms xxx.xxx.xxx.xxx
5 105 ms 79 ms 79 ms p16-5-2-2.a20.tokyjp01.jp.ra.gin.ntt.net [203.105.72.185]
6 79 ms 79 ms 79 ms xe-0-0-0.r20.tokyjp01.jp.bb.gin.ntt.net [61.213.162.237]
7 199 ms 197 ms 199 ms p64-2-3-0.r20.lsanca03.us.bb.gin.ntt.net [129.250.4.70]
8 176 ms 175 ms 199 ms po-1.r00.lsanca03.us.bb.gin.ntt.net [129.250.5.254]
9 175 ms 199 ms 199 ms xe-0.level3.lsanca03.us.bb.gin.ntt.net [129.250.8.182]
10 207 ms 224 ms 207 ms ae-31-53.ebr1.Seattle1.Level3.net [4.68.105.94]
11 221 ms 214 ms 219 ms ae-1-100.ebr2.Seattle1.Level3.net [4.69.132.18]
12 246 ms 249 ms 243 ms ae-2.ebr2.Denver1.Level3.net [4.69.132.54]
13 249 ms 240 ms 237 ms ae-1-100.ebr1.Denver1.Level3.net [4.69.132.37]
14 246 ms 248 ms 256 ms ae-71-71.ebr1.Dallas1.Level3.net [4.69.136.125]
15 256 ms 241 ms 256 ms ae-1-14.bar2.Orlando1.Level3.net [4.69.137.153]
16 237 ms 250 ms 255 ms ae-9-9.car2.Orlando1.Level3.net [4.69.133.69]
17 247 ms 256 ms 256 ms HOSTDIME.car2.Orlando1.Level3.net [4.79.118.38]
18 247 ms 258 ms 247 ms ae-9-9.car2.Orlando1.Level3.net [4.69.133.69]
19 247 ms 258 ms 247 ms HOSTDIME.car2.Orlando1.Level3.net [4.79.118.38]
20 258 ms 258 ms 249 ms sh128.surpasshosting.com [66.7.209.205]

Trace complete.

Wrighty · June 8th, 2008, 5:46 AM

Tracert to: wrighty.info:

1 62 ms 91 ms 99 ms api.home [192.168.1.254]
2 * 30 ms 30 ms esr2.manchester5.broadband.bt.net [217.47.67.141
]
3 30 ms 35 ms 41 ms 217.47.67.30
4 35 ms * * 212.140.206.5
5 31 ms 30 ms 30 ms 217.41.173.65
6 38 ms 32 ms 31 ms 217.41.173.138
7 35 ms 36 ms 36 ms 217.41.173.58
8 32 ms 30 ms 38 ms 217.47.108.242
9 36 ms 32 ms 30 ms core2-pos12-2.manchester.ukcore.bt.net [194.72.2
.109]
10 38 ms 53 ms 37 ms core2-pos0-6-0-0.ealing.ukcore.bt.net [62.6.204.
205]
11 35 ms 35 ms 36 ms transit1-pos3-0.ealing.ukcore.bt.net [194.72.9.2
34]
12 38 ms 52 ms 36 ms t2c1-ge14-0-0.uk-eal.eu.bt.net [166.49.168.25]
13 117 ms 118 ms 119 ms t2c1-p4-0-0.us-ash.eu.bt.net [166.49.164.225]
14 114 ms 111 ms 111 ms eqix.asbn.twtelecom.net [206.223.115.36]
15 * 142 ms 142 ms 66.192.243.162
16 158 ms 146 ms 151 ms 66.162.30.58
17 * * * Request timed out.
18 * * * Request timed out.

And you're meant to reach that!

**removed** · June 8th, 2008, 5:47 AM

What's your ticket ID?

Wrighty · June 8th, 2008, 5:49 AM

GXP-851753

I emailed responses to Sean, but they didn't show up... You used to be able to just email replies and they get added to the ticket... Therefore, I haven't been waiting that long! :-x

Woops.

**removed** · June 8th, 2008, 5:52 AM

That's strange -- as far as I know, emails are still being piped to the helpdesk properly. Either way, this was caused by multiple login failures for cPanel from your IP:
~~~
/etc/csf/csf.deny:86.130.xxx.xxx # lfd: 5 (cpanel) login failures from 86.130.117.241 - Sat Jun 7 10:30:53 2008
~~~

I've whitelisted your IP for now, and replied to your ticket as well.

Wrighty · June 8th, 2008, 5:53 AM

Thank you

*sees 10 new emails come in from that domain*

June 8th, 2008, 5:26 AM	#1 (permalink)
Wrighty Registered User Fresh Surpasser Joined in Jun 2008 8 posts Gave thanks: 0 Thanked 0 times	Tickets... 17 Hours... Can't Access So I can't access the site (Nice Try ^_^), and I submitted a ticket 18 hours ago, got a reply within an hour. I returned the 'needed info' within 10 minutes. And in the last 17 hours I haven't heard anything. It's unlike Surpass to take this long, therefore I've taken to the community to seek help - and to see if it's any better? I'm unable to access my site, as you can probably see, you can access it. Therefore it's a problem with my computer connecting. I've 'flushDNS'-ed etc.. Also, left it for the night to see if it was a DNS fault by my ISP, no such luck. Any thoughts by anyone?

June 8th, 2008, 5:47 AM	#4 (permalink)
removed Surpass Abuse Admin Super #1 Joined in Mar 2005 Lives in Houston, TX Hosted on NONE 7,756 posts Gave thanks: 10 Thanked 273 times	What's your ticket ID? __________________ Unofficial IRC Channel: #surpass EFNet Unofficial = No official support. Support requests can be submitted to our helpdesk.

June 8th, 2008, 5:52 AM	#6 (permalink)
removed Surpass Abuse Admin Super #1 Joined in Mar 2005 Lives in Houston, TX Hosted on NONE 7,756 posts Gave thanks: 10 Thanked 273 times	That's strange -- as far as I know, emails are still being piped to the helpdesk properly. Either way, this was caused by multiple login failures for cPanel from your IP: ~~~ /etc/csf/csf.deny:86.130.xxx.xxx # lfd: 5 (cpanel) login failures from 86.130.117.241 - Sat Jun 7 10:30:53 2008 ~~~ I've whitelisted your IP for now, and replied to your ticket as well. __________________ Unofficial IRC Channel: #surpass EFNet Unofficial = No official support. Support requests can be submitted to our helpdesk.

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June 8th, 2008, 5:46 AM	#3 (permalink)
Wrighty Registered User Fresh Surpasser Joined in Jun 2008 8 posts Gave thanks: 0 Thanked 0 times	Tracert to: wrighty.info: 1 62 ms 91 ms 99 ms api.home [192.168.1.254] 2 * 30 ms 30 ms esr2.manchester5.broadband.bt.net [217.47.67.141 ] 3 30 ms 35 ms 41 ms 217.47.67.30 4 35 ms * * 212.140.206.5 5 31 ms 30 ms 30 ms 217.41.173.65 6 38 ms 32 ms 31 ms 217.41.173.138 7 35 ms 36 ms 36 ms 217.41.173.58 8 32 ms 30 ms 38 ms 217.47.108.242 9 36 ms 32 ms 30 ms core2-pos12-2.manchester.ukcore.bt.net [194.72.2 .109] 10 38 ms 53 ms 37 ms core2-pos0-6-0-0.ealing.ukcore.bt.net [62.6.204. 205] 11 35 ms 35 ms 36 ms transit1-pos3-0.ealing.ukcore.bt.net [194.72.9.2 34] 12 38 ms 52 ms 36 ms t2c1-ge14-0-0.uk-eal.eu.bt.net [166.49.168.25] 13 117 ms 118 ms 119 ms t2c1-p4-0-0.us-ash.eu.bt.net [166.49.164.225] 14 114 ms 111 ms 111 ms eqix.asbn.twtelecom.net [206.223.115.36] 15 * 142 ms 142 ms 66.192.243.162 16 158 ms 146 ms 151 ms 66.162.30.58 17 * * * Request timed out. 18 * * * Request timed out. And you're meant to reach that!

June 8th, 2008, 5:49 AM	#5 (permalink)
Wrighty Registered User Fresh Surpasser Joined in Jun 2008 8 posts Gave thanks: 0 Thanked 0 times	GXP-851753 I emailed responses to Sean, but they didn't show up... You used to be able to just email replies and they get added to the ticket... Therefore, I haven't been waiting that long! :-x Woops.

June 8th, 2008, 5:53 AM	#7 (permalink)
Wrighty Registered User Fresh Surpasser Joined in Jun 2008 8 posts Gave thanks: 0 Thanked 0 times	Thank you sees 10 new emails come in from that domain

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