http URL not-existed file found while the same https works fine

[Inna]

Hello,

I run a website for a client and we've encountered a strange issue. There's a file at /home/user/public_html/file1.png that when I call this file in my internet browser http://website.com/file1.png I see it, when I rename the file to file2.png and call file1.png, I get error 404 (logically) and when I enter file2.png in browser, I see the file fine. Also when I check both on https, I get the correct response.
But my client that is his website, he says when he enters http://website.com/file1.png he sees it. Then he renames it to file2.png and he sees both http://website.com/file1.png and http://website.com/file2.png. Even when he moves file2.png to one directory backward, when he enters http://website.com/file1.png and http://website.com/file2.png, he sees again them both.
But when I check https://website.com/file1.png (which exists now), it shows. I rename it to file2.png, now https://website.com/file1.png has error 404 and only https://website.com/file2.png works.

I told the hosting and they said there's nothing wrong with server configuration (and I think that's correct).

Could you help me how can I fix this if I can? I only have cPanel access.

 

[keat63]

Sounds like browser caching to me if i'm being honest.
Ask the user to clear his browser cache and see if the file then dissapears.

 

[Inna]

Sounds like browser caching to me if i'm being honest.
Ask the user to clear his browser cache and see if the file then dissapears.

Thanks, it seemed to me too and I did clear both cache and cookies, I reissued SSL certificate and checked it again but nothing has changed.
He says he has this problem in his house and his shop store (physical place I mean), and these two have two different ISPs and PCs.
My hosting company told me even they rebuild httpconf for being assure.
I also should add that when he connects to VPN to another country, he has no problem, in both home and store.

 

[cPRex]

I also agree it sounds like some type of browser caching issue. Since you mention this doesn't happen through a VPN that would further support that claim, and also confirm that there isn't anything on the server side that needs to be adjusted.

If the issue is happening at two locations I'm wondering if they both share the same ISP, as some internet providers do also cache content on their network. It might be worth it for him to contact them directly to see if they can adjust that, or at least clear the cache for that particular content, but from what you've said and the testing you have already performed, it sounds like the server itself is working properly.

 

[Inna]

Thanks, and as he says he has only issue with his website and not any other websites, does this have any meaning? Or it could be again somehow related to ISP caching?

 

[cPRex]

That sounds normal to me, as other websites are unlikely to be changing in a way that he would notice, unless he is also doing development work on other sites at the same time.

 

[Inna]

He has some other websites on other servers that another hosting company owns and manages the server. He only has cPanel access to all of them and are shared hosting.
If that's normal to you, then I tell him to contact ISP.
I told him earlier before I create this thread but he was not convinced enough I'll send him this thread as proof of cPanel experts opinions.

 

[cPRex]

The part that proves to me that the issue isn't on the server side is that it works properly for you as well as his VPN connection. If there was a server side issue, it wouldn't matter where the connection was coming from as it would respond the same to all locations, but since the location seems to matter that indicates a non-server side issue.

 

[Inna]

Thanks @cPRex for the reply and advising me.

 

[cPRex]

Sure thing!