Before Contacting Support (Hosting Issues)

hosting clients to do prior to contacting their support department regarding hosting issues.  I think that this checklist appealed to me because I co-own a web-hosting firm, Pleth Networks, LLC, and know firsthand that by doing these things prior to contacting our support department it can dramatically cut down the time it takes for us to troubleshoot client issues. 

Here’s the checklist Mitch put together, it’s awesome! (Also, if you are involved in the hosting or web development industry, you owe it to yourself to subscribe to Mitch’s Podcast, it’s great information)

Step 1 – Clear Your Browser History and Cache

Before making notes for support I want you to clear out your browser history and cache. This may sound silly but you would be surprised how many times it can fix the problem any hosting customer might be having with their web site. Often times, the browser is still pulling up old information it has saved to the “memory” if you will, and not going out to the web each time to look for the new information. You might also try to clear your DNS information too, but that is often only used for new hosting accounts with a new domain or hosting accounts that have recently had the domain name changed.

Step 2 – Record Your IP Address

First thing you need to do is make record of your current IP address. If you are unsure how you can find your IP address a simple Google search for “what is my IP” will give you several Online resources that should get you that magical set of numbers that you desire. If all else fails, just bookmark whatismyip.com.

Step 3 – Do a Traceroute to Your Domain

Now the next thing I want you to do is do a traceroute to see where the bottle neck might be. We covered the basics on how to do a traceroute a few weeks ago. For those of you still not sure here is the “quicky” version:

1. From the Start menu, select “Run…”
2. When the run box comes up, then type in cmd
3. When you get the command prompt, enter tracert yourdomain.com
4. Hit the “enter” key on your keyboard and wait.

That would be for Windows XP and Vista users. Apple users can find the traceroute tab under the Hard Drive icon > Applications folder > Utilities folder > Network Utility program. When it comes to Windows, some people are confused on how exactly to copy and paste the traceroute information into a text document or e-mail to support. The best way to go about this is to right click on the command line window (anywhere in the black part) and select “Select All”. Then to copy, hit the Ctrl + C keys on your keyboard. Then you can right click with your mouse, and select paste to paste it into your text file you are saving this information to.

Step 4 – Try View Your Web Site via a Proxy Service

Now that you have that information collected, I would like for you to try to view your web site via a proxy service. This checks your web site from another server’s location from somewhere else in the world. If you can’t pull it up from the proxy service or your own regular browser experience, there may be something wrong on the hosting side. If you can’t pull it up on your PC but you can pull it up via a proxy, there might be a few thing wrong. It could be:

• A Network Issue Between Yourself and Your Service
• Your IP Maybe Blocked from the Server
• Might be a Problem on Your ISP’s Side of Things

Here are a couple of proxy services to try:

http://www.megaproxy.com/freesurf/ or http://www.proxify.com/

Do these suggested things each time you notice the problem, and this way you can paint your hosting support team a better picture of what the problem is. This is no knock on the hosting customers out there, but sometimes they don’t realized that a tech support’s best chance to get a problem fixed is having tons of good information passed along so we can recreate the problem on the server side of things.

If that can happen, and they can rebuild the events from the information you pass to them your web site will go back up a lot quicker.

Source: Site Down? Do This Before Contacting Support… | The Web Hosting Show