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Question

Our Modem/router is blocking our own website

Sep 11, 2017 11:10AM PDT

Does anyone know how we solve this issue in our office

1. We cannot access one of our websites www.FirgelliAuto.com.au but works fine with all our other sites such as www.FIrgelliAUto.com

2. When I run our computers when bypassing the Modem its fine, so we know it is the Hitron model/router thatsd causing the issue, even if I connect my cellphone via Wifi to this device it blocks this domain only.

3. I reset it many times, checked the firmware is up to date, checked there are no blocked domains or works and even reset it back to its default but its the same problem.

4. all PC's in our office (5 of them) all have the same issue, and only with this one domain.

5. the domain runs exactly the same Shopify platform as all our other sites so its not related to the domain.

6. I read somewhere that I may need to change the MAC address but I don't really know how to do that with a Hitron Modem, or what to change it to

I have read many other stories of this same issue but never seem to read a good result that fixes it that can be shared with everyone else which I will do here.

Please help anyone, but please also dumb down your technical response as I am not a networking guy and we don't have one here.

Discussion is locked

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Clarification Request
Re: blocking
Sep 11, 2017 11:17AM PDT

- What do you mean with "bypassing the modem"?
- What exactly is "cannot access"? Can you "access" it via its IP-address?
- What happens if you ping or tracert to the url? To the IP-address?
- x.com.au is another domain than x.com, so what do you mean with "not related to the domain"?

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Some more details just to make it even harder
Sep 12, 2017 9:14AM PDT

1. I mean when i just use the same PC and connect using my phones data via wifi
2. error msg i get is Server not found
3. whats very interesting is that the ip address for www.FirgelliAuto.com (which we can access) and www.FirgelliAuto.com.au (the one we cannot access is the same (
hops.myshopify.com./23.227.38.64) this makes sense because both website are shopify sites
4. I dont know how to do a tracenet

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Oh, I know what this is.
Sep 12, 2017 9:28AM PDT
"3. whats very interesting is that the ip address for www.FirgelliAuto.com (which we can access) and www.FirgelliAuto.com.au (the one we cannot access is the same (
hops.myshopify.com./23.227.38.64) this makes sense because both website are shopify sites
4. I dont know how to do a tracenet"


If using windows, then open a command box and use the tracert command.
If using Linux, then open a terminal and use the traceroute command.

What you need to do it seems is access the site that's not working through the server's CPanel or other settings area from whomever that domain name is registered and turn on the "forwarding" of it to the other working domain name. That way you also only need to keep the working site updated.
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tracing the IP you supplied, and then domain name.
Sep 12, 2017 9:33AM PDT

traceroute 23.227.38.64
traceroute to 23.227.38.64 (23.227.38.64), 30 hops max, 60 byte packets
1 Wireless_Broadband_Router.home (192.168.1.1) 368.581 ms 368.547 ms 371.561 ms
2 lo0-100.BLTMMD-VFTTP-308.verizon-gni.net (71.179.161.1) 388.524 ms 388.534 ms 389.496 ms
3 B3308.BLTMMD-LCR-22.verizon-gni.net (130.81.32.222) 389.514 ms B3308.BLTMMD-LCR-21.verizon-gni.net (130.81.32.220) 389.493 ms 389.486 ms
4 * * *
5 * * *
6 0.et-5-3-0.BR1.IAD8.ALTER.NET (140.222.239.79) 389.415 ms 0.et-7-1-0.BR2.IAD8.ALTER.NET (140.222.239.89) 340.903 ms 0.et-5-3-0.BR1.IAD8.ALTER.NET (140.222.239.79) 340.863 ms
7 ae-17.a02.asbnva02.us.bb.gin.ntt.net (129.250.9.25) 774.952 ms ae-3.a02.asbnva02.us.bb.gin.ntt.net (129.250.8.37) 774.902 ms *
8 ae-69.r05.asbnva02.us.bb.gin.ntt.net (129.250.5.191) 775.857 ms ae-69.r06.asbnva02.us.bb.gin.ntt.net (129.250.5.193) 776.840 ms 776.839 ms
9 ae-1.a00.asbnva02.us.bb.gin.ntt.net (129.250.5.154) 776.822 ms 776.818 ms ae-0.a00.asbnva02.us.bb.gin.ntt.net (129.250.5.152) 485.858 ms
10 * * *
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==========================

traceroute www.FirgelliAuto.com.au
traceroute to www.FirgelliAuto.com.au (23.227.38.64), 30 hops max, 60 byte packets
1 Wireless_Broadband_Router.home (192.168.1.1) 422.881 ms * 424.854 ms
2 lo0-100.BLTMMD-VFTTP-308.verizon-gni.net (71.179.161.1) 426.835 ms 428.848 ms 428.849 ms
3 B3308.BLTMMD-LCR-21.verizon-gni.net (130.81.32.220) 428.843 ms B3308.BLTMMD-LCR-22.verizon-gni.net (130.81.32.222) 436.243 ms 436.217 ms
4 * * *
5 * * *
6 0.et-7-1-0.BR2.IAD8.ALTER.NET (140.222.239.89) 436.153 ms 429.929 ms 429.853 ms
7 ae-3.a02.asbnva02.us.bb.gin.ntt.net (129.250.8.37) 429.814 ms ae-17.a02.asbnva02.us.bb.gin.ntt.net (129.250.9.25) 429.836 ms 437.804 ms
8 ae-69.r06.asbnva02.us.bb.gin.ntt.net (129.250.5.193) 437.797 ms ae-69.r05.asbnva02.us.bb.gin.ntt.net (129.250.5.191) 429.795 ms ae-69.r06.asbnva02.us.bb.gin.ntt.net (129.250.5.193) 438.769 ms
9 ae-0.a00.asbnva02.us.bb.gin.ntt.net (129.250.5.152) 437.739 ms 444.967 ms 444.954 ms
10 * * *
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Answer
I wonder if the site errors play a role here but check DNS.
Sep 11, 2017 11:29AM PDT

Do you know which DNS you use in one or the other scenario?

Another issue is the site errors. Too many as I read https://validator.w3.org/nu/?doc=https%3A%2F%2Fwww.firgelliauto.com.au%2F
That could cause CDN problems and why a DNS change might have it work then not. Also you have the old issue of DNS propagation so your new web masters would run into your issue.

Anyhow, you have a bum site (see the errors) and you have possible DNS troubles.

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Site errors
Sep 12, 2017 9:18AM PDT

This is a good idea, we will fix these site errors and see if this fixes it

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Answer
You know where the problem is
Sep 11, 2017 11:56AM PDT
"
2. When I run our computers when bypassing the Modem its fine, so we know it is the Hitron model/router thatsd causing the issue, even if I connect my cellphone via Wifi to this device it blocks this domain only."


Check the settings in the router. DNS has already been mentioned. Plug direct to the modem, run ipconfig in a command box, find out what the ISP supplied DNS is. See if that matches the one set in the router. Look also in the Dynamic DNS area, see if you have anything setup in there.

Also check the settings in the router for blocking IP addresses and sites.
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Answer
Re: www.FirgelliAuto.com.au rejecting modem's IP address
Sep 11, 2017 12:56PM PDT

As you mentioned, your modem allows you to access all of your other websites such as, www.FIrgelliAUto.com, and, your router accesses www.FirgelliAuto.com.au, without any problems when the modem is bypassed, it is likely that your modem's IP address is being rejected by the web server hosting your website. It is important to ensure security settings of your modem are correct for your bridged network. On the web server, the modem's IP address may be getting firewalled. Most likely, this is the case. A MAC address of a modem cannot be changed and it is unlikely the source of the problem. Normally, IP addresses are either permitted or denied by firewalls. Your modem's IP address will have to be unblocked by the web server's administrator.

Source: https://www.sitepoint.com/community/t/how-do-i-find-out-if-a-websites-firewall-is-blocking-my-ip/8399/14

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he claims...
Sep 11, 2017 4:39PM PDT

....direct connection to the modem and all is well. That puts it back where he is.

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"One of these things is not like the other."
Sep 11, 2017 4:49PM PDT

The OP or IT lead needs to look at what's different for each connection. DNS, etc.

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Answer
Our Modem/router is blocking our own website
Sep 13, 2017 12:04AM PDT

Hi,
I think you have to contact your networking service provider they will help you better. Recently I had also the same problem & contacted Wanos from which I have taken service. they shut out this very soon.

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Answer
Re:Modem/router is blocking our own website
Sep 19, 2017 9:35PM PDT

Your modem is blocked by the web server. I would suggest that you get help from professional service providers.