Here is a step-by-step checklist to perform basic network troubleshooting:
- Is there an announcement? Announcements
- Is there anything mentioned on Twitter? @SecureDragonLLC
- Do the nodes look fine? Drgn.biz
- Does our network look fine? http://status.securedragon.net
- Can you ping it? Extensive guide on using the ping command
- Can the rest of the world ping it? http://Just-Ping.com
- Where does the traffic stop? Extensive guide on using the traceroute command
If there is an announcement, planned maintenance, or Twitter updates then please wait for updates before proceeding.
If there are no announcements, planned maintenance, or Twitter updates but there are alerts for our nodes (Drgn.biz), network (status.securedragon.net), or there is packet loss for all locations on Just-Ping, this is a critical issue and a ticket should be opened.
If there are issues (packet loss) with some but not all locations on Just-Ping then it is most likely a problem with an upstream provider which is out of our control but please open a ticket to notify us.
If you cannot ping your IP while the rest of the world can, then it is most likely an issue with your connection or specific VPS (i.e. network, ISP, software, firewall, etc..).
If the traceroute stops outside of our data center's network then the problem is with an upstream provider which is out of our control but please open a ticket to notify us.
If the traceroute stops inside of our data center's network then the problem is most likely an issue with your service or our node, please open a ticket with our Support department.
In summary:
Announcement, Planned Maintenance, or Twitter update = NON-CRITICAL (No ticket needed)
Alerts on Drgn.biz, Pingdom, and packet loss for all locations on Just-Ping = CRITICAL (EMERGENCY)
Packet loss for some locations on Just-Ping = MAJOR (NON-EMERGENCY)
Traceroute stops inside network (packet loss on Just-Ping) = MAJOR (NON-EMERGENCY)
Traceroute stops outside network (packet loss on Just-Ping) = MEDIUM (NON-EMERGENCY)
Traceroute stops inside network (no packet loss on Just-Ping) = MINOR (NON-EMERGENCY)
Traceroute stops outside network (no packet loss on Just-Ping) = MINOR (NON-EMERGENCY)
