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Users getting ERR_CONNECTION_TIMED_OUT

Discussion in 'General Discussion' started by Ofis23, Oct 28, 2017.

  1. Ofis23

    Ofis23 Registered

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    Hello,

    I'm a duo owner of a website that has a little problem.
    I can connect to the website no problems, but the other owner is getting "ERR_CONNECTION_TIMED_OUT" when he tried to connect to the website on his local network.

    We also have one other person who has reported that they are getting this too, but only on their local network.

    I am just wondering if I can get any help with finding out why they seem to be having trouble connecting to the site. I can provide tracert or anything else if needed.

    Thanks.
     
  2. Infopro

    Infopro cPanel Sr. Product Evangelist
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    Check to make sure you're both accessing the site via the same URL. Is he using https for example.
     
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  3. Ofis23

    Ofis23 Registered

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    We have used multiple URL variations including the IP and still no luck.
     
  4. rpvw

    rpvw Well-Known Member

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    If the users getting the "ERR_CONNECTION_TIMED_OUT" message are using Google Chrome, do a search for it in Google, and you will get thousands of results with more (or less) complicated ways of fixing it ..........

    .............. or you could ask them to try a different browser ?
     
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  5. Ofis23

    Ofis23 Registered

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    We are getting the error on all browsers and OSs. They can't even ping the website.
     
  6. Infopro

    Infopro cPanel Sr. Product Evangelist
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    You may want to contact your Hosting Provider about this. His IP may be blocked.
     
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  7. rpvw

    rpvw Well-Known Member

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    I think the first thing would be to try to establish where, or what, was causing the problem eg
    • Your Co-owners computer/network
    • His ISP
    • The Web server
    • The Website
    Since it is possible to have an IP blocked at the server for a variety of reasons that may include repeated FAILED logins to cPanel, Webmail, FTP, SSH, POP3/IMAP/SMTP or authentication to a protected web directory, and because you have reached out to the cPanel forums, we have to assume that you think the issue stems from the server - these are some things I would check to start to diagnose the problem:

    1) Can your Co-owner connect to any other sites on the same IP as your site is hosted on?
    If no, ask your hosting provider to see if your co-owners IP is blocked in any firewall or other security device that might be active on the server.
    If yes, check to see that your website has not added his IP to any sort of security plugin or htaccess restriction.
    2) Can your co-owner connect to the cPanel for the hosting account ?
    Check to see if his IP was inadvertently added to the IP Blocker list​

    3) Check to see if your server IP is listed on any RBL eg try http://www.anti-abuse.org/multi-rbl-check/
    If yes, you will have to ask your hosting provider to get it removed.​

    4) Try and change the Name Servers your co-owner is using in the network connection for his computer.

    5) Flush the DNS cache on your co-owners computer and see if he can then connect

    6) Check to see if any security software running on your co-owners computer has quarantined or blacklisted the website or its IP address for any reason.

    7) Uninstall and re-install any network adapters on your co-owners computer - make sure any adapter software is up-to-date.

    8) Revise any modem/router DHCP and auto Nameserver and wifi (if used) settings

    9) Complain to the ISP which most likely will start a Blame Game with the ISP blaming the Hosting Provider blaming the user blaming the..... you get the idea :)

    10) Take your co-owners computer to a different location that is known to be able to connect, and try from there (eg if you can connect, try his computer at your house, or conversely your computer at his house)



    Hope something helps.
     
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    #7 rpvw, Oct 29, 2017
    Last edited: Oct 29, 2017
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