I cannot reach my device hosted with you from some external locations, but I can from others. What should I do?

If you have a problem accessing a device hosted with us from one location, but not another, before you get in touch you should consider the following:

• Could this be caused by a software problem on my external device? Does some software need updating?

• Is there a firewall rule on my hosted device or within my infrastructure that could be blocking this access?

If you have considered the above, but cannot find a resolution, please raise a support ticket with the following information:

• The device, IP address / Subnet that cannot be reached.

• The public IP address of the device that cannot reach the device in our DC.

• The geographical location of the device that cannot reach the device in our DC.

• Is this problem with more than one IP/Subnet and/or device, or just the one?

• The OS of the device that cannot be reached (please include the version).

• Is there any firewall rules that could be blocking the access to this device?

• The following Trace Routes:

  • A MTR of 1000 cycles to your hosted server from your remote machine (forward direction).

  • A MTR of 1000 cycles to your remote machine from your hosted server (reverse direction).

• The network configuration of the problem device (IP, subnet mask, default gateway, speed and duplex settings).

Once you get in touch with the above information, our team will be able to look into this issue for you as soon as possible. If you have any further questions, please get in touch and we will be happy to help.