Gateway Errors

  • 11
  • Problem
  • Updated 8 years ago
  • Solved
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This conversation was archived and is no longer visible to community members. The community moderator provided the following reason for archiving: Old problem, solved several months ago. Archiving to avoid confusion.

I am getting this message on trying to access my two sites namely www.unitedchurchhermanus.com and www.mightymenoverberg.com.

Gateway Timeout
The following error occurred:

[code=GATEWAY_TIMEOUT] A gateway timeout occurred. The server is unreachable. Retry the request.
Please contact the administrator.

Is this a Yola problem?

Rgds
Walter Mapham
wmapham@gmail.com .... silver subscriber
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Walter Mapham

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Posted 8 years ago

  • 11
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jeremy, Employee

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Hello Walter,

I am sorry you are having this problem.

Could you please try clearing your cache and restarting your browser and then seeing if you can access your site. how to clear your cache

If this does not solve your problem, please let us know.
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Nick Axcell

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Hi Jeremy,
I tried to clear my cache and there is still a problem. Apparently, when Yola step out of line this happens. Have they been spamming like before?
www.addictiontreatmentconsultants.com
www.addictiontreatmentconsultants.co.za
www.addictiontreatmentconsultants.co.uk

I am going to switch to Wordpress I think. www.go4rehab.com is with them and it is no problem. It's a shame Yola was good. I can't have this happen to me like a lt of you are saying it's not acceptable.
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Marije, Official Rep

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Hello Nick - we've just received word that the issue could be resolved and your site should be up very soon. Please could you keep trying over the next few hours, clearing your cache may help (http://www.google.com/support/account...) and let us know if there are any changes?
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Marije, Official Rep

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Hello Walter,

Further to Jeremy's reply - we have received reports that people are seeing a Gateway Timeout error or 504 error when they view their site.

We've investigated on our side and the error is not generated by Yola, it looks like a network issue further upstream and beyond our control. Please could you try the following steps:

1. Try accessing your site from another computer on another network to see if you still see the error. If you don't see the error, try steps 2 and 3.
2. Contact your ISP to see whether they are blocking the IP address 72.52.4.95. If they are, ask them how the IP address can be unblocked on their side.
3. There may be a network issue between you and Yola causing the error. Please try accessing your site a little later or try clearing your browser cache: http://www.google.com/support/account....
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Walter Mapham

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I tried another computer on another network and it worked. I contacted my ISP and it worked when he logged and they don't block sites, I flushed the DNS and cleared the cache ... but I still get the 504 Gateway Timeout message. On my one site it allows me to access the home page and the first three tabs but gives me the same error on the remaining 4 tabs.

I am now really worried because my site advertises an event that happens next week and my usage is going up because people are booking tickets.
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Walter Mapham

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I also replied to Jeremy direct telling him that I still have the problem
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Nick Axcell

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www.addictiontreatmentconsultants.com is not accesable from a telkom isp search. Mine has been like it for days. from what I hear this happens when Yola have been spamming and Telkom block them. there is no problem from MWEB.
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Marije, Official Rep

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Walter - would you be able to do a traceroute for us and paste the results here or email them to us? I'm assuming you're on a Windows machine and you can find information on how to do a traceroute by watching this video: https://www.youtube.com/watch?v=BsT3U9...

If you'd like to email the results to us, can you send it to support@yola.com to my attention (Marije).

It is likely to be something further upstream but we'd like to try and find out if we can pinpoint it and if possible contact someone to rectify it.
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Angela Spencer

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http://www.psychotherapyforum.org/ - I am trying to publish this site but I get a 504 gateway error

This reply was created from a merged topic originally titled
504 Gateway error.
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Nick Axcell

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Hi Angela, Are you in South Africa with Telkom? I have had the problem for days. www.addictiontreatmentconsultants.com
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Walter Mapham

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I have e-mailed the tracert to Marije.... the funny thing is that I can access the site OK on the same computer but when connected to a different ISP. The tracert for both ISP's looks the same to me though?
Rgds
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Marije, Official Rep

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Thanks Walter - I haven't received it yet but we will forward it to the relevant people as soon as we do.
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Angela Spencer

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Hi
I have sent my tracer file to Marije as well. It says something about a Prolexic error?
Regards
Angela
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Nazlie

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Thanks Angela. I've passed the details on to our engineers.
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Nazlie

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Hi Walter and Angela

I appreciate you giving us the details here. We also need to have your IP addresses. You can find it here: whatismyip.com.

Thank you!
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Walter Mapham

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Here is the tracert in case e-mail is too slow
Rgds
Walter

Microsoft Windows [Version 6.0.6000]
Copyright (c) 2006 Microsoft Corporation. All rights reserved.

C:\Users\wmapham>tracert unitedchurchhermanus.com

Tracing route to unitedchurchhermanus.com [72.52.4.95]
over a maximum of 30 hops:

1 377 ms 384 ms 387 ms unknown.prolexic.com [72.52.4.95]

Trace complete.

C:\Users\wmapham>
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Nazlie

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Hi Walter

Thanks for posting! I've told the engineers to take a look at this forum thread for the details of your tracer files.
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Walter Mapham

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My IP address is 41.145.233.105
Rgds
Walter
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Nick Axcell

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I am also in South Africa and for two days my site has shown: Gateway Timeout

The following error occurred:
[code=GATEWAY_TIMEOUT] A gateway timeout occurred. The server is unreachable. Retry the request.

Yola have not replied to my request for help.
Please contact the administrator.
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marie.freemedia

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I am also in South Africa and have the same problem and the same error message. None of the suggested steps to remedy the problem solve the problem. My site is still down and I am considering hosting elsewhere since Yola's service levels are poor.
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Justine

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Hi marie.freemedia,
If you could mail your details to support@yola.com, we'd like to help you with a workaround for this.
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Ernst Weinert

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Please Marie.freemedia write nicely as my comment was removed already
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Ernst Weinert

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Please Marie.freemedia write nicely as my comment was removed already
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Angela Spencer

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Hi
My IP address is 41.146.253.89
Many thanks
Angela
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Angela Spencer

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Hi
I'm having the same problem with www.joannebloch.com, I have sent the tracert file to Marije,
Best,
Angela
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Walter Mapham

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The strange thing is that if I change my IP address by going through a different ISP I do not get a problem ... I even get into Angela's site really quickly. I hope that Yola can find out what is blocking us.
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Nick Axcell

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Angela Spencer

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It's fixed! Yay! Many thanks Yola
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Marije, Official Rep

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That's great news Angela - I hope it stays that way.

If anyone else is no longer experiencing the problem, please could you confirm.
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Angela Spencer

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Sadly not, it's just broken again...
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Marije, Official Rep

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That's sad to hear - we're continuing to dig on our side...
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Walter Mapham

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Still not working ... some IP addresses still cannot access my Yola sites. Marije, please let me know when the engineers find something.
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Marije, Official Rep

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Hi Walter - we are trying our best to find out more information but like we've stated, this is really an issue that is beyond our control. If we find out more detail, we'll certainly post it here.
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Angela Spencer

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I'm having the same problem with www.gaylesbiankzn.org - it must be a Yola problem because these are all sites administered by Yola?
Best,
Angela
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Monique, VP of Customer Support

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Hi marie: The statement "your product is not compatible with Telkom" is an interpretation that you have made. While I understand that this is how you may experience the situation, this interpretation is not correct. Yola is compatible with Telkom or any other ISP. However, all networks experience problems from time to time, and this currently seems to be the case for some Telkom/SAIX users. So it is not a matter of us "making our product compatible" with Telkom, since it already is, but of working with them to resolve this. Please note: approximately half of Yola is based in South Africa, so we are very loyal to this country and the South African market. I understand that you need people on SAIX to be able to view your site, but for what it's worth while things sometimes go wrong on the internet, I would rather stay with a company who is committed to resolving the problem (whether it is under their control or not) than an overseas company who may not be as intimately acquainted with the local situation.
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marie.freemedia

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Monique, if we didn't stomp our feet, Yola would continue to fob us off or pass the buck. The issue is, this problem needs to be resolved - and soon.
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Monique, VP of Customer Support

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You are welcome to continue to stomp your feet if you think that is helping the situation. However, I am sure that there are many people on this forum who will tell you that Yola is not in the habit of fobbing off their customers or passing the buck. We agree that this issue needs to be resolved soon and if it were 100% under our control it would be already. We are also exceedingly frustrated and doing all we can from our side. If you are in a hurry for a solution, consider taking up Justine's offer of an immediate workaround for your site and email support@yola.com. She is standing by to assist you right now!
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marie.freemedia

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I have already contacted support@yola.com and they have implemented the temprary workaround solution. I suggest all other users discontinue discourse on this forum and do the same.
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Monique, VP of Customer Support

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I am pleased to hear that the support team was able to assist you so promptly. The same team deals with customers on this forum, on the phone or via email so everyone else is welcome to continue to communicate with us as they prefer.
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Angela Spencer

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Many thanks Justine
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Ernst Weinert

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Hi I have got the same problem with two of my sites, last year it was the same, it was blocked by telkom in South Africa,
I wonder who is blocking me-us now, I think Yola's sites are to vulnerable for fouls play.
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Hardus Lategan

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True, I think it is a little too vulnerable indeed
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Boomer, Champion

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Phew... for once I can't complain! http://travelsa.cc/
Courtesy: (CellC HSPA+ 27Mbps USB Speed Stick)

Telkom sucks!
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Fishing Fanatix

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Why is this happening, all my clients trying to access their accounts through TELKOM DSL are unable to access the Yola websites. My investigation has led me to believe that SAIX/Telkom has blocked access to all YOLA accounts. I have contacted Telkom and they say they have logged a call, apparently we should all keep calling Telkom Internet and complain, ask them to log a FQ (not sure what it is) but the more of us who do this, the better.
This is kak, they are causing me to loose revenue!!!!!
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Justine

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Hello Fishing Fanatix,
I understand your frustration, and I realise this is very inconvenient. Because the problem is upstream is it out of our control, but we are working very hard to identify it, and have it resolved. Please can you check your sites again in 24-48 hours and let us know if your sites are still down.
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Angela Spencer

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I have reported it to Telkom, it was escalated 3 times, they are now liaising with SAIX
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Angela Spencer

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Telkom tell me that SAIX say the problem is with Yola.

If you ping any of the sites I'm struggling with you get 72.52.4.95.

If I put that into my browser I get a Yola message saying
Your domain is pointing to Yola!
Now you just need to publish your site and you're done!
Here's what to do

1. Log into your account and open your site in the Sitebuilder.
2. If your site is unpublished, click on "Publish to the web" and then choose "I already own my domain name". Follow the steps until your site is published.
3. If your site is published to a subdomain, click on the down-arrow next to "Publish to the web" to open the Publishing Settings and publish your site to a domain you already own.

Any other questions? Click here to Get Help!
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Walter Mapham

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I am impressed with your followup .... what does Yola say? Did this help you?
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Nazlie

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Hi Angela and Walter

Angela thanks for the details! I'm going to get our engineers to take a look at this feedback and will update you.

We appreciate your efforts and thank you for working with us to resolve it.

Nazlie
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Ernst Weinert

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my sites are working again, looks like the block was only for South Africa, my sites
where working in Germany.
Can anybody from Yola tell what this was all about?

Regards
Ernst
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Nazlie

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Hi Ernst

Thanks for letting us know your site is working again!

There appears to be a networking problem between one of our service providers and some ISP's. We have noted that quite a few of our users that are inconvenienced by this, are South African. However, not all South African users are affected.

Our engineers are investigating the matter to establish where the fault might be.

Thanks for your interest.

Nazlie
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Fishing Fanatix

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Hi All,

I've checked my sites and it seems that all is back to normal. I can now access all my websites
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Emmy

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Wonderful, that is great news! Thanks so much for letting us know.
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Walter Mapham

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I can now access my 2 sites ...
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Sanja

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Fantastic to hear, Walter!
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Walter Mapham

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Now after some hours of perfect access it gives the same old gateway access error. I wonder if the Yola technicians are still working on this?
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Marije, Official Rep

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Hello Walter - we are still working on this and I unfortunately don't have anything new to tell you at this time...
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Fishing Fanatix

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My sites are not accessible through Telkom DSL once again!!!

This is extremely frustrating, I have three clients that have cancelled their web applications with we because they feel that using an international hosting service like Yola does not seem to be viable if it is going to be inaccessible. I have tried to explain to them that the problem is from Telkom's side, but they insist on giving the contract to a local service provider. Lets see thats 3 Yola Silver accounts at $99.00 each for a 1yr subscription, so now the company has lost a possible $300.00 today just because South Africans cant get to the sites. I wonder if we add all the revenue lost by all the South Africans who are trying to get to their yola accounts using the Telkom DSL/internet portal, ho much did it cost YOLA???

Please contact the Telkom/SAIX ISP and use your YOLA powers to make this right.
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Justine

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Hi Fishing Fanatix,
As you mentioned, this is a problem with an upstream provider, so it is difficult for us to tell you exactly when it will be fixed. I assure you we are working hard on this, because it is definitely not in our best interest if people can't access their sites. We will let you know as soon as we have feedback.
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Ernst Weinert

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hello fishing fanatix, what is the URL of your site...I want to test something
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Fishing Fanatix

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Hi Ernst

my website url is http://www.fishingfanatix.com

But I also have many other paid sites with Yola:
www.dadooprimaryschool.com
www.glasscitylenz.com
www.alpinesplashbacks.com
etc. etc....
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Ernst Weinert

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hello Fanatix, did some testing today from Cape Town I used Kawuleza as ISP and your site was working. Also I put you in Germany on a Sever checker and your site was not available in Germany, I think the whole problem is that we are blocked again because one of yolas sites is abusing the service.
We are all members of 1000th and 1000 of subdomains, 1 screw up and we all have to suffer.
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Emmy

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Hi all,
We do understand this is frustrating for you, we will continue to look into things and do whatever we can from our side to help the situation.

Kind Regards,
Emmy
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Nick Axcell

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Hi
I have had the same problem for two days and no one is answering me so you are lucky to be answered!
www.addictiontreatmentconsultants.com