My website is offline and no one is helping me

  • 1
  • Problem
  • Updated 7 years ago
  • Acknowledged
My website has been down two days and Yola have ignored my request for help. Has anyone else the same problem?
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Nick Axcell

  • 10 Posts
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  • angry

Posted 7 years ago

  • 1
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Monique, VP of Customer Support

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Hi Nick

I understand that you would be angry if your website is offline. However, Yola does not ignore requests for help. We answer all our support requests promptly. I see that this is your first post to this forum, so I then looked you up in our helpdesk software and I see that you emailed us about this issue yesterday and one of our support reps, Jeremy, replied to you requesting additional information. I am sorry if you didn't get his response. In case it was caught in your spam filter I am pasting it here:

"We have received reports that people are seeing a Gateway Timeout error or 504 error when they view their site. I have checked your site and I am able to view it.

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:
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.
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.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.If possible, could you assist us by doing a traceroute on your domain so that we can find out where your site is being blocked. You can watch a video on how to do a traceroute on this link. Once you have the results, please copy and paste them into an email back to us. We will also need to know what your IP address is and you can find it on this link: whatismyip.com.

Many thanks for working with us on this.

Kind regards,
Jeremy
Senior Community Support Specialist"

Also, could you please post the link to your site here so that we can confirm whether it is down or not.

Please get back to us here or via your email support case as we would like to assist you to the best of our ability.
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Nick Axcell

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Hi
Thanks for your response.
I tried it from the same computer at a friends and it worked but now home again it has stopped.
www.addictiontreatmentconsultants.com
www.addictiontreatmentconsultants.co.za
www.addictiontreatmentconsultants.co.uk
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Monique, VP of Customer Support

  • 6294 Posts
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Hi Nick

I am able to view all 3 of your sites. Please visit this URL: http://www.downforeveryoneorjustme.com/

Type in your site addresses and let us know the result. Also please provide the info requested by Jeremy in the post above.

We are trying to troubleshoot this issue and any information you could provide would assist.
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Emmy

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Hi Nick,
I wanted to touch base with you on the problem you had with not being able to view your sites. Can you let us know if this has been resolved for you and you are now able to pull up your sites successfully?

Kind Regards,
Emmy