Site Resolving to Default Webpage Issue

[ASG]

There is a new ISP in our country, and the number of users on that ISP are huge.

The problem is that while accessing the website through that ISP, the users get the "CGI-sys/defaultwebpage" error.

This problem occurs only through the particular ISP in question. Even our emails on the domain do not work when accessed through the ISP. We have SSL enabled.

There is no question of server misconfiguration since the website is properly accessible through every other ISP in the country or elsewhere in the world. The traffic is clearly reaching our server(since we are able to see the error page), but I think some sort of port redirection is happening due to some configuration at ISP end.

We have contacted them, however, I doubt they will give due and proper attention to a small business website.

Is there anything that can be done at server level to address this. We have CSF installed as well, if it helps.

 

[ASG]

Forgot to mention that FTP over TLS, SFTP, SSH, Email(SSL/TLS) and WHM/cpanel doesn't work either when accessed through them.

 

[cPanelMichael]

Hello,

This typically happens when the domain name is resolving to the wrong IP address based on the individual user's DNS cache. You could ask an affected user to try clearing their browser and DNS cache:

How To Clear Your DNS Cache - cPanel Knowledge Base - cPanel Documentation

Otherwise, if the issue continues, it's an issue the ISP would have to address.

Thank you.

 

[ASG]

Hi Michael

I am pretty sure that this is related to ISP and not a particular user. Now, how is this possible that the DNS cache is perfect for 80% of the users and not for that particular ISP, specially when DNS changes have been in effect for several months now.

Also, the point you have missed is that the traffic is reaching the server because only after which the error page is displayed.

 

[cPanelMichael]

Hello,

It's likely the issue relates to the specific ISP based on the information you provided. I was simply offering an additional solution to try while you await feedback from the ISP.

Thanks!

 

[ASG]

Still no word from ISP on this.

Also, users accessing from Chrome are getting the "ERR-SSL-protocol-error" error.

What we have done so far is removed the SSL certificate and re-installed it. However, it hasn't solved anything.

Cross checked the httpd.conf file and it is Listening on both port 80 & 443, before the VirtualHost directive starts in the file.

I am out of ideas on this one, and I am pretty sure we are losing business due to this. Any ideas would be welcome.

 

[sktest123]

Hello ,

Since you mentioned the traffic is reaching the server, have you gone through the logs(error, access at same time stamp) files ?.

 

[ASG]

Hello ,

Since you mentioned the traffic is reaching the server, have you gone through the logs(error, access at same time stamp) files ?.

Hello, thank you for the response.

Yes, went through the logs. Following are the logs from sometime back when the error occurred on access:

Error_log:

[Wed Feb 22 15:36:27.154673 2017] [optional_hook_import:error] [pid 20382] AH01866: Optional hook test said: GET / HTTP/1.1
[Wed Feb 22 15:36:27.154725 2017] [optional_fn_export:error] [pid 20382] AH01871: Optional function test said: GET / HTTP/1.1
[Wed Feb 22 15:36:27.376408 2017] [optional_hook_import:error] [pid 20382] AH01866: Optional hook test said: GET /cgi-sys/defaultwebpage.cgi HTTP/1.1
[Wed Feb 22 15:36:27.376426 2017] [optional_fn_export:error] [pid 20382] AH01871: Optional function test said: GET /cgi-sys/defaultwebpage.cgi HTTP/1.1
[Wed Feb 22 15:36:27.461488 2017] [optional_hook_import:error] [pid 20190] AH01866: Optional hook test said: GET /favicon.ico HTTP/1.1
[Wed Feb 22 15:36:27.461503 2017] [optional_fn_export:error] [pid 20190] AH01871: Optional function test said: GET /favicon.ico HTTP/1.1

Access_log for the same timestamp:

2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:36:27 +0530] "GET / HTTP/1.1" 200 111
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:36:27 +0530] "GET / HTTP/1.1" 200 111
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:36:27 +0530] "GET /cgi-sys/defaultwebpage.cgi HTTP/1.1" 200 4025
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:36:27 +0530] "GET /cgi-sys/defaultwebpage.cgi HTTP/1.1" 200 4025
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:36:27 +0530] "GET /favicon.ico HTTP/1.1" 404 10074
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:36:27 +0530] "GET /favicon.ico HTTP/1.1" 404 10074
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:20 +0530] "GET / HTTP/1.1" 200 111
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:20 +0530] "GET / HTTP/1.1" 200 111
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:22 +0530] "GET /cgi-sys/defaultwebpage.cgi HTTP/1.1" 200 4025
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:22 +0530] "GET /cgi-sys/defaultwebpage.cgi HTTP/1.1" 200 4025
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:22 +0530] "GET /favicon.ico HTTP/1.1" 404 10074
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:22 +0530] "GET /favicon.ico HTTP/1.1" 404 10074
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:33 +0530] "GET / HTTP/1.1" 200 111
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:33 +0530] "GET / HTTP/1.1" 200 111
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:33 +0530] "GET /cgi-sys/defaultwebpage.cgi HTTP/1.1" 200 4025
2405:204:300d:32da:5152:c75f:b8cf:d7bd - - [22/Feb/2017:15:39:33 +0530] "GET /cgi-sys/defaultwebpage.cgi HTTP/1.1" 200 4025

 

[sktest123]

Hello,

Since only your ISP ip range is having issue please review csf as well as .htaccess settings

 

[cPanelMichael]

Hello,

Additionally, you are welcome to open a support ticket using the link in my signature if you'd like us to take a closer look and rule out any issues with the cPanel software. You can post the ticket number here and we will update this thread with the outcome.

Thank you.