|
|
 |
Problem
Resolution Tools |
 |
From our call base we see that more than 90% of
customer problem reports are are due to problems
somewhere other than our facility or services.
We created this web page to give you information and tools to help you determine the source of problems when they occur.
It will give you
a better understanding of Internet communication issues and assist you in getting faster
information and assurance about the services. This is not intended
to divert your emails or calls. We want to hear from you at any
time you are concerned.
 | Use our server report page: We
have created a web page located at
Sturdy Link Servers Monitor. It can be accessed at
any time and reports the status of every server. You can
access this web page to see the status for web sites and email. When you
signed up with us, your server number was reported in the
initial welcome email. If you can’t find it, or don’t know it,
email and ask us.
|
| North American Internet Traffic Report: Located at
http://www.internettrafficreport.com/namerica.htm, you can
get an idea of where major outages are occurring. Look at
it any time and you will see what we mean by there being
constant outages somewhere in the United States. Note that
just because there is no outage in your area, it does not mean
you have escaped problems. Your traffic might be trying to
go through that hub to get to your site or one that you are
trying to reach.
|
| Problems often occur in communications
links: What most customers don’t realize is that
when they try to access their web site or email and can’t get to
it, the first assumption is that the hosting company is having
problems. After all, users can see other web sites, so surely
the problem must be with hosting. Actually, it is just the
opposite. The problem is almost always a break in the
communications from the customer to the server. When you open
a web browser to access a web site, your request goes through
as many as 20 other servers (“Hops”) before reaching the web
site destination. The number of hops usually depends on your
location and the distance to the web page. If any one of those
communications systems is down, you don’t see your site and/or your email.
Fortunately, communication outages are discovered and repaired
quickly by communications companies. Since each visit to
different web sites takes different routes, you will often see
some web sites and not others. You might not the able to access
your web site, but other people can because their communication
routes are different. You likely get frustrated with us or your
other hosting company when all of time the problem is your ISP
or a major carrier in a large city. That is a weakness of the
Internet. There are too many dependencies and no company of any
size controls all of those variables.
|
| You may want
to use a “Tracer” program. You can also use a variety of
program web tools
such as to trace the traffic from you computer to your web site.
Click this link to
learn more about these tools. |
|
|
|
|
