Having intermittent problems logging in to my business site

  • 1
  • Question
  • Updated 4 years ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I am a business owner and I sell and manufacture firearms.  The internet is my gateway to my entire business.  Starting 2-10-15 I have had intermittent problems accessing my business website and forum.  Today, I was not able to get in to my site the entire day until 8pm EST.  My forum is;
http://forum.shuffsparkerizing.com/search.php?searchid=204570

My website is;
http://shuffsparkerizing.com

I have surveyed 5 different people, none who used exede, and they all can get into these two sites with no problems.

I can get into any other site I want to but not my own.  I would appreciate some help here.  I use the browser Safari and Firefox, both have the same problem.  

My router is an Asus RT-AC68R
Photo of Tim Shufflin

Tim Shufflin

  • 12 Posts
  • 0 Reply Likes

Posted 4 years ago

  • 1
Photo of Tim Shufflin

Tim Shufflin

  • 12 Posts
  • 0 Reply Likes
Just tried to log into my websites again at 5:10am EST, I can't get in.  I can go anywhere else.
Photo of Steve Frederick

Steve Frederick, Champion

  • 2681 Posts
  • 1680 Reply Likes
Tim, I can get in with no problems and navigate the your website. I have an ASUS RT-N66U router. You may need to check your router settings to see if the site is being blocked.
Photo of Tim Shufflin

Tim Shufflin

  • 12 Posts
  • 0 Reply Likes
Yes Sir, I appreciate your checking.  At this moment I can get in as well.  I don't understand what could be wrong with my settings.  I've checked the parental controls and neither my computer, my iPhone, or my iPad are controlled in those settings.  I can't find another setting that would block my own site.
Photo of Old Labs

Old Labs

  • 3603 Posts
  • 3589 Reply Likes
What brand and model router, Tim?

At the very least you might want to go to the router's support site and see if any firmware updates are available. That being said, there are some routers that have issues with Exede. I had similar problems about two years ago, wound up biting the bullet and going with a new router (ASUS - pricier than many but worth it IMHO).

Nevermind I see now that you have an ASUS RT-AC68R - still check for firmware updates.  
(Edited)
Photo of HMC1940

HMC1940

  • 605 Posts
  • 253 Reply Likes
5:59PM-Michigan--Tim I don't have a router but I got into both sites just fine. This is probably a foolish question but can you do your business without router?
Photo of Tim Shufflin

Tim Shufflin

  • 12 Posts
  • 0 Reply Likes
Thank you Sir and see below.
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Tim, Thank you so much for the update. So glad that you were able to pinpoint and resolve.
Photo of Tim Shufflin

Tim Shufflin

  • 12 Posts
  • 0 Reply Likes
Pinpoint yes, resolve no :(
Photo of Bev

Bev, Champion

  • 3057 Posts
  • 1275 Reply Likes
Have a look at what ports your site uses then check if your router blocks those ports. If so, there is the problem. I don't know what router you have but, there should be a way in the advanced settings to unblock ports.
Photo of Tim Shufflin

Tim Shufflin

  • 12 Posts
  • 0 Reply Likes
I really appreciate all the fine people here who have tried to help me.  After further investigation, it was not my router.  I, once again, hooked up to the modem directly after I had exhausted troubleshooting the router.  THIS TIME I could not get to my site through the router :(

I called Exede again, such very nice people to work with I might add, and they started troubleshooting again with me.  We did a reboot of the modem and started back up.  This seems to have fixed the problem and the technician from Exede has suspicions that this may have been caused because of not using a static IP address.  This is just a theory at this point and I am documenting all visits to my site to make sure when and if there is a failure, the folks from Exede can see if the IP address may have been changed at that time.  

I am not about 4 hours without a failure to get access :)

Again, I really appreciate all the nice people here who have been trying to help me and also the great people at Exede who worked so hard.  

I will add one more thing, when I called Asus, I could not understand a darn word the women said.  Yep, Spanish speaking.  The people from Exede are easily understood and spoke perfect English!  That goes a long way when trying to fix a problem.  
Photo of Tim Shufflin

Tim Shufflin

  • 12 Posts
  • 0 Reply Likes
Recognition, first tech I spoke with at Exede was a lady from florida and I'm ashamed I can't remember her name, she did a great job and took her time helping me.  The second lady was Kari from Minnesota.  These people are the kind of people I would want representing my company.
Photo of Exede Amber

Exede Amber, Employee

  • 135 Posts
  • 23 Reply Likes
Hello Tim, Thank you for your positive feedback on the representatives you have spoken with. Thank you also for the update. If you have any further questions or concerns please do not hesitate to ask, just send in an email to exedelistens@viasat.com, and will get started.

This conversation is no longer open for comments or replies.