"site can't be reached"

"site can't be reached"

by Four Buckets Design -
Number of replies: 5

Hello Community,

We recently moved our Moodle site from the Cloud to our own server, and are using v. 3.10, Boost theme. 

One of our users who previously accessed our Cloud-based site ok cannot now access our server-based site, (url)...receives an error message saying the site can't be accessed...even though the user is authenticated and enrolled in 3 of our course sites, shows as Active, who transferred with the site in the server change process. We applied a security certificate to our site, url includes https://

The user tried using Edge and Chrome.

The site (url) can be accessed by myself (the admin) using Chrome which is not my regular browser (Safari).

Site is not in maintenance mode.

Checked the Moodle Errors FAQ doc https://docs.moodle.org/310/en/Errors_FAQ for info; #14 is similar, but only relates to installation. 

Suggested things to check or fix(es) for the user? (and other future users to prevent this again)

Thanks,

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In reply to Four Buckets Design

Re: "site can't be reached"

by Colin Fraser -
Get the User to clear their cache.
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Re: "site can't be reached"

by Four Buckets Design -

Thank you, we tried that too, but it didn’t work. 

Exploring other solutions...suspect it’s an in-house network or server issue due to two different physical office locations accessing Moodle; same experience in one office prior. 

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In reply to Four Buckets Design

Re: "site can't be reached"

by Ken Task -
Picture of Particularly helpful Moodlers

Not sure which #14 is on the FAQ page cause it's not numbered, so ... some additional suggestions other than what's been suggested so far ... add to that clear server cache.

Concept ... networking comes before application.    And a question ... in new hosting environment (from cloud to your own servers) there could be locally run WAF (web application firewall) or even restriction by IP blocks or a DNS change ... not the FQDN but the ip with which the FQDN is associated.   Plus, the other end (teacher who cannot access) connection to internet (not only browser).  BTW, you've not said anything about new hosting environment detalls/setup ... which is what?

So with an issue like this, follow the path and from the perspective of the user having issues.

First ... with what provider does user connect to internet?   Are there other teachers who use the same provider?   Example: my home connection is via Specturm but one of my servers is on RackSpace.   If the server on Rackspace has a WAF or config like mod_security and has tagged my Specturm IP address as having done something it shouldn't, mod_security might actually block the IP address.

DNS also caches ... have teacher do a DNS query for the FQDN of the site.

Check your web server security logs/error logs for clues.

That's enough for now ... ;)

'SoS', Ken

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Re: "site can't be reached"

by Four Buckets Design -
Thank you too.
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Re: "site can't be reached"

by Ken Task -
Picture of Particularly helpful Moodlers

Follow up ... in your previous postings see the move was from MoodleCloud to local and you had issues with that.   True.  MoodleCloud (MC) is based upon open sourced (free version) of Moodle code but with additional core coding which you didn't get with the backups you had to make the move.   You get a database dump of your site and moodledata, but not the MoodleCloud code.

So question related to the issue you are now pursuing about one teacher ... have never hosted with MoodleCloud so this is a guess ... , but could the teacher having issues have a role that was something like a MoodleCloud 'manager' or other MC customized role?  (no longer the roles one would have in a 'stock' Moodle?

'SoS', Ken

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