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Two of my devices hosted with you cannot reach each other (routing issue). What should I do?

If you have a routing issue with devices hosted with us, before you get in touch you should consider the following:

  • Is there a firewall rule on one of my hosted devices that could be blocking this access?

  • Are both servers accessible, online and reachable externally?

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

  • The IP address / Subnet that cannot be reached.

  • The IP address / Subnet that you are trying to reach it from.

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

  • Can you reach both devices externally?

  • The OS of the devices (please include the version).

  • If there any Firewall rules that could be blocking the access to this device?

  • Can you please supply bi-directional MTRs of 1000 cycles (from device A to device B; then from device B to device A).

  • The network configuration of the problem devices (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.

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