Can't access yola.com, using MTN or Afrihost

  • 3
  • Problem
  • Updated 3 years ago
  • Solved
  • (Edited)
What is the problem with the website? Sandra Wells asked you about 6 hours ago and all we get is an oppurtunity to be the first to reply. What must I tell her?
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MP

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Posted 4 years ago

  • 3
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Monique, VP of Customer Support

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Hi MP

I have replied to Sandra Wells post requesting additional information.  We are not aware of any generalized problems at this time so please give us more details on what you are experiencing and we will then be able to investigate and assist.
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MP

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Monique, The site is still down. I can not update my website!
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Monique, VP of Customer Support

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Hi MP

I am not sure if you are referring to Yola or your published site. The link you provided is not one that I can access as it requires me to be logged into your account.

We have not experienced any outage of either yola.com or our hosted sites, so I am still unsure of the actual issue you are encountering.

Please post the URL of your published site and a copy of the exact error message you receive when trying to access the sitebuilder or your published site as this will assist me in understanding what you are experiencing. 
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MP

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I can open my published site (nokpu.co.za) but do have problems to open the sitebuilder website.
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Monique, VP of Customer Support

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Thanks MP - I am able to open your published site as well as the sitebuilder.  Can you tell me what happens when you try to open the sitebuilder?  Do you get an error message or does it simply fail to load?  Could you try clearing your browser's cache or try from a different browser and let us know what happens?
The problem you are experiencing is specific to your environment and not related to what Sandra Wells reported (a problem with her webmail) or to a general Yola outage.  Because of this we need to get as much specific information from you as possible in order to get to the bottom of the problem you are having.
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MP

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Monique, For the whole of today https://www.yola.com is down. The message 'This webpage is not available.'  Please help!!!!!!!!!
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Monique, VP of Customer Support

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Hi MP

I am sorry, this must be extremely frustrating for you.  However, even though you are seeing this message, Yola is not down.  I can access it, as can all my colleagues.  We have also not had other customer complaints about the inability to access Yola.com.

Can you do the following for me please:

1) Go go: http://www.downforeveryoneorjustme.com.  Type in yola.com and let me know what message you see.
2) Let me know who your ISP is.
3) Provide me with a traceroute. This tutorial will explain how to get it: http://www.wikihow.com/Traceroute.  Copy the text and paste it here as this will help us understand what is happening.
4) Try to access Yola from a different network, using a different ISP and let us know what happens.

I would really like to help you but currently there is nothing on our end that we can fix.  However, the information requested above will give us a better idea of what is going on on your end.
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MP

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It's just you. http://yola.com is up.

  1    <1 ms    <1 ms    <1 ms  hi.link [192.168.1.1]
  2     *        *        *     Request timed out.
  3  3293 ms   599 ms   609 ms  10.111.38.70
  4   297 ms   578 ms   469 ms  10.111.70.33
  5  1336 ms   499 ms   718 ms  10.111.70.33
  6   438 ms   409 ms   679 ms  10.111.70.62
  7   767 ms    70 ms    67 ms  10.90.211.126
  8   413 ms   979 ms   559 ms  10.211.32.44
  9   595 ms  1282 ms   169 ms  10.211.32.37
 10   382 ms   509 ms   459 ms  41-208-48-132.mtn.co.za [41.208.48.132]
 11   397 ms   518 ms   379 ms  209.212.118.12
 12   666 ms   719 ms  1209 ms  41.181.180.10
 13   854 ms   389 ms   339 ms  ls-cr-2.uk--rb-cr-1.za-g.mtnns.net [196.44.31.11
4]
 14   285 ms   309 ms  1713 ms  ls-pr-2.uk--ls-cr-2.uk-a.mtn.net [209.212.111.18
7]
 15   598 ms   569 ms   889 ms  google-peering-ls-pr-2.uk.mtnns.net [209.212.99.
13]
 16   606 ms   589 ms   679 ms  209.85.255.76
 17   486 ms   719 ms   679 ms  66.249.95.9
 18   905 ms   649 ms   919 ms  72.14.239.129
 19   476 ms   778 ms   759 ms  jnb01s08-in-f14.1e100.net [216.58.223.46]

Trace complete.

C:\Users\MP>tracert google.com
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MP

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Monique, No problem when I connect through telkomsa.  What do you think could the problem be with MTN?
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Lucy Le Roux

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I am also on MTN (both iPad and through Afrihost which seems to be using MTN based on the trace route on my pc)... my Yola is also not working. Monique is also based in SA but I'm guessing she is not using MTN or Afrihost?
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Stefan, Official Rep

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Hello MP and Lucy

Thank you for providing the traceroutes. We've discussed your queries with our technical specialists, and it looks very much like it's an internet service provider issue. We don't use MTN or Afrihost, and the fact that it worked for MP by switching to TelkomSA indicates that the problems you're experiencing are related to MTN. I'm afraid that we can't investigate on our end what the problem with MTN could be. Can you please contact them to try and find out more about this issue? This is what we can recommend.

In case you contact MTN, it would be awesome if you could come back with their feedback on this thread. Thank you and apologies for the inconvenience this is causing you.
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MP

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Stefan, as requested.  Here is the technical support I received from Arthur at Vox Telecom (@Lantic Preoria)  START > CONTROL PANEL >  NETWORK & SHARING CENTRE > CHANGE ADAPTER SETTINGS > RIGHT CLICK ON ACTIVE CONNECTION > PROPERTIES > INTERNET PROTOCOL VERSION 4 > USE THE FOLLOWING DNS SERVER ADDRESSES > PREFERRED DNSSERVER > 8.8.8.8 > ALTERNATE DNS SERVER > 8.8.4.4 > check VALIDATE SETTINGS ON EXIT > OK and RESTART PC - IT IS WORKING
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Monique, VP of Customer Support

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Thanks MP.  I am familiar with those instructions as my ISP has told me to do the same when I have not been able to access certain sites.  Just to confirm, did you try them and did it work?
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MP

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Monique, Yes it is working.
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Monique, VP of Customer Support

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That is great to hear!  Thanks for sharing this feedback with us.
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Stefan, Official Rep

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I'm also very happy to hear the good news, MP! Thank you for your patience and congrats on the solution found.

@Lucy, did you have a chance to try the solution MP provided as well? Please let us know if the problem persists on your end.
(Edited)
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Dawn Banks

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Hi, I am in the UK and can't access Yola - it was fine a couple of days ago, but I've tried all morning and it says the website address is not recognised.  Can someone please help me??
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Dawn Banks

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This reply was created from a merged topic originally titled I can't access yola.com.

Safari says it can't find the server "www.yola.com"   I have websites that I need to update and I can't get on Yola at all.  It was fine a couple of days ago, but now, nothing.  I am based in the UK so if anyone can help me, I would be very grateful.  Thank you, Dawn
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Laura Thomas, Social Media Coordinator

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Hi Dawn, 

I'm so sorry to hear this. Yola.com is available but if you review the messages above you'll see others are having a similar problem due to their ISP. If your provider is indicated above you can try the troubleshooting steps provided. If you have an alternate provider, you should reach out to them direct. Please do come back to us with any information you learn if you believe it might benefit others who are affected by the same problem.