Cant connect to server PC / Mac

[Lflegodi]

Dear Cpanel Forum Users

I kindly request assistance on our Cpanel running on a lightsail AWS server. My client of 150 users can't access their website, I am hosting for reasons unknown to us. I kindly request any advice to assist and resolve the problem if the problem is on our server-side. I don't know if it's the SSL we are using or something. For PC users I hear that the browser times out. I would appreciate some assistance on this, let me know where we can start.

 

[cPRex]

Hey there! We would need to know the exact error that the user is receiving in the browser when they try to connect to the website. If the browser times out, it is likely a DNS error - if that is the case I would recommend scanning the DNS with a tool like IntoDNS.com to ensure there are no configuration errors there.

 

[Lflegodi]

Hi cPRex

On MAC the error is "cant connect to server" I have attached a screenshot. I checked it but I do not know if the information is correct that I am seeing. Please check our DNS records as well and our server IP is correct, but some users still connect to the website. can you advise further?

 

[cPRex]

Thanks for the additional details. There isn't much I can do on this end for this particular issue, as someone with root access to the server would need to do some additional troubleshooting.

Do you see the user's IP blocked anywhere on the server? If you have them perform a basic "ping" of your server's IP do they get a response? If they try a different network, such as a phone or VPN does that work well for them?

 

[Lflegodi]

I believe some users could access it via VPN. Can you give 2-3 possible tips or causes that we can troubleshoot? so far no IPs are blocked I checked. I will ping tomorrow when I am with the user. Its accessible via phone

 

[cPRex]

I really can't - anything at this point would be a wild guess. You'll want to test the network connectivity from their location to the server to determine the actual issue.

 

[Lflegodi]

okay, I will get back to you shortly

 

[InternetTim]

@Lflegodi This happened on my end a few days ago. Apparently, some of the users were trying to put their email on the iPhone, and they didn't use the iMAP port. and it just threw some errors on the server. Automatically it froze the IP address, and I had to call the provider, and have them reset it. Then everything was running fine.

Hope this helps, and you find out what the problem is on your end.