Request for Assistance with Website Access Issue - Potential IP Block

Website URL

https://prodev.id

Error Message

ERR_CONNECTION_TIMED_OUT

Other Information

Dear InfinityFree Support Team and Community,

I would like to request assistance regarding an issue I have been experiencing over the past few days. Currently, I am unable to access my website, although I am still able to access the admin panel, cPanel, FTP, and other services without any issues.

Could you kindly check if there might be any restriction or block on my IP address that could be causing this access problem? I would appreciate any guidance or support in identifying the root of this issue, as it has affected my ability to use the site as expected.

Thank you very much for your attention and assistance. I look forward to any advice or troubleshooting steps you may recommend.

Best regards,

No issue

Have you tried using VPN?

6 Likes

We are not experiencing any issues when accessing the site from IPs other than the one we are currently using. The ERR_CONNECTION_TIMED_OUT error only occurs when we try to access it from our current IP: xxxx.xx0.84.150
When we access the site using a VPN, mobile network, or any IP other than the one mentioned above, it works normally without any issues…

It is very clear, issue is on your end

4 Likes

So, what is the proposed solution? Will the technical support team be joining this topic to provide assistance, or is there a standard procedure for this? What steps should I take next?

It means your ISP is probably blocking it. the only way to fix it is to contact your ISP or visit the site with a vpn.

7 Likes

I have tried to contact them, and they have checked everything, both on their side and on our router side, and everything looks good here.

Please provide tracert result

4 Likes

1 <1 ms <1 ms <1 ms 192.168.1.91
2 3 ms 1 ms 4 ms axxx-xxx-84-255.bdo.starnet.net.id [xxx.xxx.84.255]
3 * * * Request timed out.
4 * * * Request timed out.
5 4 ms 1 ms 2 ms xxx.xxx.110.37
6 4 ms 3 ms 2 ms xxx.xxx.110.33
7 7 ms 4 ms 7 ms ip-106.185.hsp.net [xxx.xxx.185.106]
8 7 ms 4 ms 4 ms ip-228.162.hsp.net [xxx.xxx.162.228]
9 34 ms 18 ms * ix-hge-0-0-0-35.ecore4.esin4-singapore.as6453.net [xxx.xxx.54.108]
10 * * * Request timed out.
11 * 191 ms 191 ms if-bundle-19-2.qcore2.svw-singapore.as6453.net [63.243.180.xx]
12 * * * Request timed out.
13 * * * Request timed out.
14 190 ms 189 ms * if-ae-2-2.tcore2.av3-toyohashi.as6453.net [180.87.3.xxx]
15 * * * Request timed out.
16 * * * Request timed out.
17 255 ms 253 ms 256 ms 172.20.xx.x
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

FYI: You don’t really need to be so careful about hiding any and all IP addresses. I can imagine you don’t want to share your own IP address, but hiding the IP addresses of major network interconnects like Tata or NTT doesn’t really hide anything, especially since you still included the hostnames, which makes it easy to look up the IP.

It seems that the connection is going from your ISP onto the network from Tata Communication (basically an internet provider for internet providers). But from there it goes to a 172.20.x.x IP. But that’s strange, because 172.20.x.x IP addresses are internal IPs.

The last hop before that seems to be at Tata Communications, but as far as I know there is no connection from our network to Tata.

So based on these results, it doesn’t seem like the connection is reaching our datacenter, which is strange.

5 Likes

Given this information, may I ask what additional steps we could take from our side?

By the way, you were absolutely right about hiding the IP—haha, I forgot that the hostname can still be pinged!

Apologies, may I kindly request your assistance? Would it be possible for you to perform a reverse trace from your side to the IP I am currently using, as well as to 203.210.84.148?

No, that’s not exactly possible. In any case, even if that request is successful that does not change anything about your request.

4 Likes

Thank you for the clarification. Actually, that request came from our ISP—they’re also helping to identify the source of this issue. With the data they requested, they might be able to locate the problem more easily.

Hello Admin Infinty we’re from ISP, can you check spesifik IP from your firewall / server? because from our same prefix ip CAN be access and NO ISSUE from network, is there a contact center via email? Thank You

Can you please share the traceroute from your network to the free hosting datacenter?

3 Likes

From IP can be access
traceroute to prodev.id (185.27.134.102), 64 hops max
1 172.27.16.1 0.431ms 0.208ms 0.271ms
2 203.xx.84.255 4.242ms 4.303ms 4.171ms
3 * * *
4 * * *
5 113.xx.110.37 5.739ms 4.834ms 4.823ms
6 113.x.11x0.33 6.149ms 5.427ms 5.289ms
7 103.xx.185.106 8.182ms 7.271ms 7.411ms
8 103.xx.162.228 7.465ms 7.832ms 7.407ms
9 180.xx.54.108 19.890ms 62.491ms 27.018ms
10 * * 180.xx.107.196 191.551ms
11 * * 63.xx.180.64 195.950ms
12 * * *
13 * * *
14 * 180.xx.3.131 191.126ms 194.132ms
15 * * *
16 * * *
17 172.xx.12.2 256.656ms 256.349ms 268.373ms
18 185.xx.134.102 256.788ms 256.285ms 256.070ms

From IP can’t be access
Tracing route to prodev.id [185.27.134.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.91
2 4 ms 2 ms 1 ms 203.xx.84.255
3 * * * Request timed out.
4 * * * Request timed out.
5 1 ms 1 ms 1 ms 113.xx.110.37
6 2 ms 2 ms 2 ms 113.xx.110.33
7 6 ms 4 ms 4 ms 103.xx.185.106
8 4 ms 11 ms 16 ms 103.xx.162.228
9 16 ms 16 ms 19 ms 180.xx.54.108
10 * 192 ms * 180.xx.107.196
11 191 ms * * 63.xx.180.64
12 * * * Request timed out.
13 190 ms * 188 ms 180.xx.3.128
14 190 ms 189 ms * 180.xx.3.131
15 * 190 ms * 64.xx.252.32
16 * * 192 ms 207.xx.219.128
17 256 ms 257 ms 258 ms 172.20.12.2
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.

When sharing a traceroute, could you please not mangle every single IP address in the route and turn it into something useless?

The point of a traceroute is to see which route the traffic takes to reach our servers. If you remove all the hostnames and remove the second octet of all IPs, it’s impossible for us to tell.

If you want to anonymize an IP, please prefer removing the last octet instead (at least then you can find which ISP the IP address belongs to, which is very useful but still anonymous), and only for the first few hops.

5 Likes

Here is the trace result from my computer, which has been experiencing issues accessing the website.

Tracing route to prodev.id [185.27.134.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.1.91
2 2 ms 1 ms 1 ms a203-210-84-255.bdo.starnet.net.id [203.210.84.255]
3 * * * Request timed out.
4 * * * Request timed out.
5 3 ms 1 ms * 113.197.110.37
6 7 ms 2 ms 2 ms 113.197.110.33
7 7 ms 4 ms 4 ms ip-106.185.hsp.net [103.134.185.106]
8 6 ms 7 ms 5 ms ip-228.162.hsp.net [103.139.162.228]
9 18 ms 18 ms 18 ms ix-hge-0-0-0-35.ecore4.esin4-singapore.as6453.net [180.87.54.108]
10 * * * Request timed out.
11 189 ms * * if-bundle-19-2.qcore2.svw-singapore.as6453.net [63.243.180.64]
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 254 ms 253 ms 253 ms 172.20.12.2
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.