web site unavailable

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  • Updated 10 years ago
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hello my web site www.powerstocks.co.za is not accessible by the general public from south africa can u pse check if it is up. I seem able to edit the site but 50 people have emailed me saying its not available on the internet
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PowerStocks

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  • anxious

Posted 10 years ago

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Boomer, Champion

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Hi PowerStocks,
There seems to be a problem with Yola here in SA.
I reported the problem last night. Have a look at this thread:
http://forum.yola.com/yola/topics/are...
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UK Duke, Champion

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Just so you know... It is veiwable in Europe (or at least in Greece) - and im sure like Boomer says its only South Africa that can not see it.

Heres what i see at this moment.

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PowerStocks

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thanks for that. problem is 100% of my readers are south african. i can connect via my ipHone on Vodacom but not through my ADSL at home. and 100 subscribers complaining no access since last night. This is unfortunate for me as my subscribers are paying subscribers, maybe yola not robust enough for me in SA and I should explore other options. This is always a problem with free services, the minute you go production and mission critical you are exposed to this without recourse. No issue with Yola they have been good to me but Im really thinking what if i have 1000 subscribers and these issues - especially my site that is time sensisitve information
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UK Duke, Champion

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Yola have a better down time ratio than most paid services.

I'm sure in this case Yola is not to blame. Their servers are working at full power, the connection is being lost somehwere else which is out of their control.

I can however understand your frustration.

I would suggest contacting your ISP and reporting the problem.

Lets hope it fix's itself soon.

Lee.
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Ernst Weinert

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Hi all
My site is off since Friday noon,I do get all other sites on the www, it seems to me it’s a problem with the .com
only associated with Yola

Ernst Weinert - South Afrca
http://www.southafricangeographic.com/
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Boomer, Champion

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It's all Yola hosted sites, Ernst.
.com's, .info, .co.za, .yolasite's, .cc, .synthasite etc, etc.
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Boomer, Champion

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The fact that users from all over the world can view our sites, means that our sites are safe and are still there and the servers hosting our sites are up and running smoothly.
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PowerStocks

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Heres a traceroute. Not sure what it means though..

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Marije, Official Rep

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Hey everyone - we've been trying to find out what's going on and it seems to be a problem with SAIX (SA Internet Exchange). We're trying to sort it out with them directly and I'll let you know of any new developments.
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PowerStocks

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thanks marije. i contacted MWEB my ISP and they tried both a Telkom and an Internet solutions route and also said its not available and said I must contact my hosting provider, but i suspect its either Telkom or as you say SAIX. Its not the DNS as traceroute resolves the IP ok. I really hope we get back up soon
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Dersal

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Just another comment on this subject. I too reside in South Africa, but have an US domain pointing to Yola. I was working on my site on Friday, when I suddenly lost it in Google and Firefox. I can log in to my Yola account and work with editing and I'm told it has been published, but I cannot find it on the Net. I was dealing with Sanja all of yesterday and we tried everything. I created a new free site, but still can't see that and I have tried several other Yola user's sites, but no good. It seems we cannot see any Yola sites at all, from SA. Friends overseas can see them, but we can't. I hope you can resolve this soon. We are losing business and credibility. It happened at about 11am yesterday (Friday) morning.
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Marije, Official Rep

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Hi Dersal - we're frustrated too! Sanja is not based in South Africa which would have made it more frustrating because she can see your site. We're working on it (it's my mission for the day) and we'll get it resolved.
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Dersal

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Thanks Marije, no problem with Yola staff - they have been great, but I was about to delete my site and start re-building before I saw this discussion. It is frustrating and we hope you find the answer soon. You are a star!
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Marije, Official Rep

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An update for you. SAIX (Telkom) blocked the IP address of our hosted sites - something that is beyond our control. We have logged a fault with our ISP who have logged it with SAIX/Telkom (apparently this is how it is done). They hope to get feedback or a resolution soon but as it is the weekend, it may not be fixed for a few days.
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Dersal

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If I know Telkom, it could take weeks, but thanks and hold thumbs.
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PowerStocks

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This could put me out of business. can yola not move my site to the same server cluster that is used for editing my site - i seem to be able to access that to make changes - until this is resolved?
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Marije, Official Rep

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Hi PowerStocks - if we could do something like that quickly and easily, we would. Unfortunately we can't and I'm also as frustrated and annoyed as you are. My intention is to call and check on this fault every day until it is fixed.
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PowerStocks

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understood. this could get very ugly for me..my subscribers use my daily data to trade large sums on the stock market..im going to have to go overdrive into damage control and contingencies or rebuild another site over the weekend
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Monique, VP of Customer Support

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Hi PowerStocks - we are trying everything we can to resolve this, or find a workaround until Telkom responds to us. We will let you know as soon as we have more info. In the meantime please contact your ISP and tell them what is happening to you and that you and your customers are unable to view your sites. Since this is something that has been done at an ISP level, for no apparent reason, it is their service to their customers that is letting you down here. We are not trying to defer responsibility at all and will do all within our power, but ultimately this is going to need a response from the ISPs and Telkom/SAIX, so the more complaints they receive, the better.
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Monique, VP of Customer Support

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See http://forum.yola.com/yola/topics/yol... for detailed information about this problem.
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PowerStocks

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Hi, any news? I phoned SAIX this morning and they dont have this logged as an issue yet. I logged with my ISP. The chap i spoke to at my ISP looked at my traceroute and said the problem was likely on the hosted service provider side but thats pure speculation until we get official response from SAIX
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PowerStocks

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There is an active PhishIng site on IP 208.75.208.172. www.telkom.synthasite.com Once this site is removed and tested, SAIX will remove the listing.

Can we get cracking on this please I am about to have a nervous breakdown I saw my life flash past my eyes this weekend - if I am not live Monday AM SA time 1 hour before the stock market opens I am in the proverbial you-know-what.
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Ruth

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Hi PowerStocks,

If you check the link, you will see that the site has been disabled by Yola. The problem we have is that we now need to wait for SAIX to make an assessment, and I'm not sure that they work on the weekend.

I have notified the appropriate people in Yola. I'm sorry that this is negatively affecting you, and we are taking it very seriously. However, at this point we have done all we can and must now wait for SAIX.
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Ernst Weinert

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If I understand correctly this can happen anytime, someone breaking the rules
on his site – and my paid site is also off ?
Ernst
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Monique, VP of Customer Support

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That is exactly what we want to prevent. Proper procedure would have been to inform the host of the complaint and give them the opportunity to act, instead of disabling access to thousands of legitimate websites! We have an abuse department that takes immediate action on these types of reports, if only Telkom had bothered to email us first. We plan to let them know that this is unacceptable and do our best to ensure that it is never repeated.
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Dersal

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I haven't had much joy either, with Telkom. THe call centre said there were a few minor issues that they were aware of with SAIX, but that we would have to wait for corrective action. Typical!
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Ruth

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We are being told that there are no managers available who can deal with the issue. We have done everything we possibly can at this end, unfortunately our hands are tied at this point.
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PowerStocks

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Could that escalation procedure someome else copied onto a previous topic for SIAX on this issue help perhaps?
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Monique, VP of Customer Support

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We are escalating this as much as we can. I can assure you that we will not let this matter slide.
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PowerStocks

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Ok, someone help me here. If i do a preview of my web site within the sitebuilder and then use that link http://sitebuilder.yola.com/sites/D66... then I seem able to browse the website fine, even from another PC. Question is will this owrk for my customers?
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Monique, VP of Customer Support

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Yes, this will work for your customers.
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PowerStocks

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wish i knew this before stressing my whole weekend away. not sure i am relieved or exhasuted from stress
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Monique, VP of Customer Support

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This is not advice we share with our customers as it is never ideal to distribute your preview URL. People also need to know what the URL is in order access your site, as the URL cannot be indexed by the search engines, so you have to let them know. However, if you decide that you want to do this, as a temporary measure under the circumstances that is your decision to make.
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PowerStocks

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for my paid subscribers this is a perfect solution to save me from the poorhouse. obviously doesnt help with with 25% of this months revenues lost this weekend but my main aim is to preserve my existing clients and my reputation
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Dersal

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Sounds like the sort of thing Telkom would do. They are a law unto themselves, but it is very unfair to block all sites, because of a problem with one. If they had approached Yola on Friday, I'm sure none of this would have happened. We need to prevent a repeat of this in the future. Thanks to Yola staff and others and let's hope we are back up tomorrow, once the Telkom "managers" are informed.
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Monique, VP of Customer Support

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Couldn't agree more fully! That site would have been taken down in the blink of an eye if it was reported to us. We are all over this one!
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Ruth

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Official Response
Hello Everyone,

The problem has been resolved and South African users should once again be able to view their published sites.

Thank you for your patience and understanding as we worked through this with Telkom. We will do our best to find out why SAIX/Telkom has done this and ensure that it does not happen in future.
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Ernst Weinert

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Hi all all I am in contact with SAIX TElkom South Africa - they know nothing about the problem can you give me a fault report number or something I will have to follow this up
Regards
Ernst
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Dersal

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Thanks to all Yola staff and users, things are back to normal again. Now to get Telkom to admit their mistake and to handle matters through the correct channels in future.