can't access cpanel support portal from our location

[syslint]

Hello,
We can't access cpanel support portal support.cpanel.net . can some one look into it ?


$ ping -c 5 support.cpanel.net
PING cpanel.zendesk.com (104.16.53.111) 56(84) bytes of data.

--- cpanel.zendesk.com ping statistics ---
5 packets transmitted, 0 received, 100% packet loss, time 4102ms
$ traceroute support.cpanel.net
traceroute to support.cpanel.net (104.16.51.111), 30 hops max, 60 byte packets
1 router.asus.com (10.0.0.1) 0.637 ms 0.624 ms 0.606 ms
2 100.82.255.254 (100.82.255.254) 9.018 ms 9.109 ms 9.079 ms
3 * * *
4 172.31.200.141 (172.31.200.141) 8.020 ms 7.987 ms 7.958 ms
5 * * *
6 * * *
7 * * *
8 * * *

 

[cPRex]

Hey there! The last hop from your trace is 172.31.200.141, which is part of the private IP block of 172.16.0.0/12, so it doesn't tell us much as to where that trace died. Since you aren't reaching the cPanel network at all, I don't believe there is anything we can do on our end to help. Can you speak to your network admin or ISP to see if they have any more details on why that traceroute isn't getting closer to us?

 

[syslint]

Well the ip 172.31.200.141 is not mine , it is some sort of middle gateway , I don't have control over it. It looks like an issue on zendesk.com network, even the cloudlinux support , who also use zendesk is not working .

 

[cPRex]

That IP is a private IP so you wouldn't be able to trace it to anyone.

Just as a test, can you ping 104.18.249.37 from your network? Or can you reach support.zendesk.com in a browser?

 

[syslint]

That IP is a private IP so you wouldn't be able to trace it to anyone.

Just as a test, can you ping 104.18.249.37 from your network? Or can you reach support.zendesk.com in a browser?

Yes these ips works fine

l
$ ping -c 5 104.18.249.37
PING 104.18.249.37 (104.18.249.37) 56(84) bytes of data.
64 bytes from 104.18.249.37: icmp_seq=1 ttl=53 time=16.6 ms
64 bytes from 104.18.249.37: icmp_seq=2 ttl=53 time=16.9 ms
64 bytes from 104.18.249.37: icmp_seq=3 ttl=53 time=17.0 ms
64 bytes from 104.18.249.37: icmp_seq=4 ttl=53 time=16.8 ms
64 bytes from 104.18.249.37: icmp_seq=5 ttl=53 time=16.8 ms

--- 104.18.249.37 ping statistics ---
5 packets transmitted, 5 received, 0% packet loss, time 4007ms
rtt min/avg/max/mdev = 16.584/16.801/16.967/0.128 ms
$ ping -c 2support.zendesk.com
ping: invalid argument: '2support.zendesk.com'
[email protected]:~$ ping -c 2 support.zendesk.com
PING support.zendesk.com (104.18.248.37) 56(84) bytes of data.
64 bytes from 104.18.248.37 (104.18.248.37): icmp_seq=1 ttl=53 time=16.3 ms
64 bytes from 104.18.248.37 (104.18.248.37): icmp_seq=2 ttl=53 time=16.7 ms

--- support.zendesk.com ping statistics ---
2 packets transmitted, 2 received, 0% packet loss, time 1001ms
rtt min/avg/max/mdev = 16.263/16.477/16.692/0.214 ms

 

[cPRex]

Could you submit a ticket to our support team with your IP address so we can check our network? If you can't create a ticket, sending an email to [email protected] will get that process started.