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Ideas why new website can't be seen at client's office??

by rbecklund
13 replies
Hi-

We just put a new site live and the client's can't see the site at their office - on their network. They can see it on their phones, so they do know it really exists...

We can see the site and we had a friend who does UI testing check it on all their devices and platforms. And we've had a couple people in other parts of the country check it - all is good.

We are thinking it's something in their network, firewall, virus software etc.

Anyone have any experience with this happening? If so I would appreciate any info.

Thanks!

Robbie
#client #ideas #office #website
  • Profile picture of the author iAmNameLess
    How long ago did you make it go live? Are you hosting the website for them? If so, and you just changed the name servers at their domain registry instead of just changing the a records(i think) then you will experience brief down time within the first 48 hours. Propagating.. unless you didn't change the name servers at all, then we have a more complex issue I suppose.

    It isn't really down time, just their networks not updating until a certain time. Totally normal.
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    • Profile picture of the author jmartinez
      It sounds like the domain name may still be propagating through. If that is the case, it shouldn't take too long before everyone can see it.
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  • Profile picture of the author RentItNow
    Can send them to the server IP tho.
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    I have no agenda but to help those in the same situation. This I feel will pay the bills.
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  • Profile picture of the author rbecklund
    It went live Saturday night and we saw it Sunday morning so I don't think it's a propagation issue. It's hosted with Go Daddy.

    It really seems like something is blocking it in their network at their office.
    We are having the owners check the site when they get home tonight...

    Thanks for the responses!
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  • Profile picture of the author Colm Whelan
    There could be some kind of access control on the network i.e. whitelisting or managed dns (which might account for propagation delays)
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  • Profile picture of the author Nathi Fakudze
    I had the same issue a while back & I panicked, Im 100% sure it is propagating. Give it 48 hrs and it should be up and running...
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  • Profile picture of the author Andrew H
    +1 propagating.

    When this happens to me I try first to clear cache on browser and flush dns. If that doesn't work it means you have to wait for their ISP to update (Some ISP's update every 15 minutes, while others only update every 12 hours!)
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    "You shouldn't come here and set yourself up as the resident wizard of oz."
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  • Profile picture of the author rbecklund
    Ok, so the propagating could be slower for them due to their network setup or their ISP? Hmmm, hadn't thought about that. We just figure when we see it everyone can see it.

    We are going to stop by their office tomorrow morning to see and as a goodwill gesture. But mainly so they understand we didn't screw something up with their computers, because their IT guys will tell them that we screwed it up. The IT guys were already freaks about giving us the keys to the castle to make the site live.

    Thanks again - much appreciated!
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  • Profile picture of the author Andrew H
    Yeah my host tends to propagate quicker than some of the other ISP's in my area. So I learned this lesson the hard way - ie: calling clients "Hey you can check out your new site now..." Customer "I don't see anything" - that has a tendency to make you look unprofessional.

    But yes propagation can vary per ISP.
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    "You shouldn't come here and set yourself up as the resident wizard of oz."
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  • Profile picture of the author jasonthewebmaster
    Banned
    It's possible that their internal network was setup using the domain name of their website as their network's group name. This would stop them from seeing their own website when browsing from inside their building. Of course they should have noticed this before right?
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  • Profile picture of the author rbecklund
    Jason-
    True, but they recently upgraded their network and this is a possibility. Thanks!
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    • Profile picture of the author ronr
      What do they see when they go to the site?

      It could be propagation as mentioned but also it could be their ISP hasn't updated the dns resolvers. It usually goes a way in a few hours but I've seen it last up to 48 hours.
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  • Profile picture of the author rbecklund
    My partner went to their office yesterday and it was an issue with their Windows network and the name the email was set up under or something like that. Their tech dude changed that and flushed the dns and it was magic, the site showed up. So it wasn't propagation. It was a conflict in the network. Just something to keep in mind.

    And of course, their tech dude tried to blame the issue on some screw up of ours. But we did our research before hand and had answers to his questions and he was totally backed down. The best part the owner was on the conference call so he heard the whole exchange. That was our main reason to going to their office, we knew the tech people would blame us for any issues. (another thing to watch out for...).
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