How To Troubleshoot a Network issue?

•   2024.04.28 09:58
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Upon facing a network issue with your service, here are a few useful commands to troubleshoot the situation and help the support from identifying the issue.

NOTE: If you are using a shared hosting account and all the services are down for you, (cPanel and websites) and no Network Issues is declared, you may simply login to the HS Manager to have your IP whitelisted in the server's firewall automatically. 

If you read this article, it means that you are either trying to troubleshoot a network service or a technical analyst pointed out to this guide to perform a few tests. If the latter, it means that we came to the conclusion that the service seems to be operating properly and these tests will provide the information on the failing end.

These tests are to be conducted from your own computer: 

 

A) Run the Ping Command 

The ping command would allow you see whether you can get a response from your service from your connections. 

1) Open a command prompt: 

- Windows -> Start Program / Accessories / CMD

- MacOS / Linux / Unix -> Open the Terminal Program

Type the command: 

ping domain.com

or

ping X.X.X.X

(X.X.X.X) being your service IP. 

 

2) If you have a response which would be expressed as such: 

64 bytes from X.X.X.X: icmp_seq=0 ttl=51 time=12.925 ms

This output means that you are able to communicate with your service and it leans toward a Soft issue. For unmanaged services, you may refine your analysis by investigating the services being down. 

If you do not have a response which would be express such as

Request timeout for icmp_seq 0

You may indicate it to the support. If you sent a ping for domain, you need to check the IP the ping command returned you and make sure it fits the services IP you have 

 

B) Run the Trace Route Command

Once, you have established that there is a network failure with a ping you may run the trace route command which would give you the information on where the issue is occurring. (whether it is on your ISP network / between the ISP and our Network / our network). 

You wouldn't need to read the result but as we would gladly do it on your behalf as it is a precious information. 

1) Open a command prompt: 

- Windows -> Start Program / Accessories / CMD

- MacOS / Linux / Unix -> Open the Terminal Program

2) Type the command: 

-On Windows:

tracert domain.com

or

tracert X.X.X.X 

(X.X.X.X) being your service IP. 

-On MacOS / Linux / Unix:

traceroute domain.com

or

tracerouteX.X.X.X 

(X.X.X.X) being your service IP

 

The command would check all intermediary points through the world between your computer and your service and returns the failing one. 

You may then take a screenshot or copy / paste to us the results for us to keep our investigation.