If you are experiencing issues with a website using WEDOS.protection, first consult the article Protection – Emergencies and Troubleshooting.
In this article, you will learn:
- When and how to send an investigation request
- How to gather diagnostic information
- Frequently asked questions
Investigation Request
Websites protected by the WEDOS.protection service are typically unavailable to bots and attackers. If they cannot be reached by legitimate users for no apparent reason, especially for an extended period of time, ask WEDOS support to investigate.
Copy the following text into the contact form and replace the parentheses with information regarding your issue. If possible, include screenshots capturing the website’s behavior.
My website (replace with website domain) using WEDOS.protection is unavailable from the following IP addresses: (replace with a list of IPs the site is unavailable from). The issue, (replace with error message displayed on the site), has been observed between (replace with approximate date and time when the issue was first observed) and (replace with date and time when the site's behavior returned to normal, or state that it persists).
The diagnostics are:
1. Ping to 45.138.107.255: (replace with ping information)
2. Ping to range 45.138.106.101 - 45.138.106.255: (replace with ping information)
3. Traceroute to 45.138.107.255: (replace with traceroute information)
To learn how to obtain this information, follow the guide for either Windows, or Linux/Mac.
Diagnostic Information
To properly diagnose an issue, we typically need to know the following:
- Website name tells us which website we need to investigate. We can check whether the issue can be replicated from our side, and we can look up information publicly available on the Internet, such as DNS records.
- Error message (ideally as a screenshot) typically explains the reason behind a site being down, or at least narrows down the possibilities.
- Client IP address allows us to check blacklists and other blocking features, such as GeoIP.
- Date and time are important, especially for issues that happen sometimes but not all the time.
- Ping from the problematic IP allows us to check the connection between the client and WEDOS.protection proxy servers.
- Traceroute from the problematic IP lists all the network nodes traffic passes through. It helps us identify what might be causing the issue.
The ping and traceroute diagnostics must be performed by the device which cannot access the site. Results from other devices or online tools are irrelevant.
Windows
Open the Command Line interface:
- Open the Start menu.
- Search for
cmd. - Open the Command Prompt program.
In the interface, type
ipconfig
and find the IPv4 Address.
To only list the IPv4 address from ipconfig, use ipconfig | findstr /i "IPv4" instead.
Follow up with these commands:
- Ping to
45.138.107.255:
ping 45.138.107.255
- Ping to range
45.138.106.101–45.138.106.255:
for /L %i in (101,1,255) do @ping -n 1 -w 2000 45.138.106.%i | findstr /C:"TTL=" >nul && echo 45.138.106.%i is reachable
- Traceroute to
45.138.107.255:
tracert 45.138.107.255
To obtain the results, right-click the Command Prompt tab and select the Export text option. You can append this text as an attachment, or copy the relevant parts into the form.
Linux, Mac
Open the terminal:
- Linux: Press Ctrl + Alt + T.
- Mac: Go to Applications > Utilities, and select Terminal.
Follow up with these commands:
- Ping to
45.138.107.255:
ping -c 4 45.138.107.255
- Ping to range
45.138.106.101–45.138.106.255:
for i in {101..255}; do ping -c 1 -W 2 45.138.106.$i >/dev/null && echo "45.138.106.$i is reachable"; done
- Traceroute to
45.138.107.255:
traceroute 45.138.107.255
Copy the results and paste them into the form, or a text file attachment.
FAQ
What if the website works fine for me, but overseas clients cannot access it?
We will need the diagnostic information from those clients. Diagnostics performed by a device that has no issue connecting to the target server, or by online tools, yield irrelevant results.
If it’s too difficult for the clients to obtain the diagnostic information, try to at least find their IP addresses (they can find these using online services). Without the full diagnostics, however, we may not be able to find the cause of the problem.
What is the error code of a request blocked by WEDOS.protection?
If WEDOS.protection blocks a request, it returns the 456 error code.