Sporadic issues accessing my site

Hi All,

I’ve got a WordPress site that I made for a client that uses woo commerce and the Shopkeeper theme. It is hosted at Namecheap. We have an issue 3-4 times a week at various times of day where the user can’t access the site. This has happened sporadically for a few years. They receive the not-so-helpful error:

[**www.blueskiesreps.com**](http://www.blueskiesreps.com/) took too long to respond.Try:

* Checking the connection
* Checking the proxy and the firewall
* Running Windows Network Diagnostics

ERR\_CONNECTION\_TIMED\_OUT

This happens to all different customers accessing the site, as well as myself and the site owner. It happens at different times for us. Sometimes I can get in when others can’t, and sometimes multiple of us can’t at the same time. I have contacted Namecheap support many times over email and by the time they get back to me it has resolved itself. It typically lasts for 30-60 minutes. They claim that there has been no interruption on their end, and I have used, “Is it down?” and other websites to confirm that it can be reached.

I have run a traceroute at these times and gotten this:

traceroute to [blueskiesreps.com](http://blueskiesreps.com/) (198.54.115.163), 64 hops max, 52 byte packets

 1  192.168.1.1 (192.168.1.1)  4.665 ms  1.335 ms  1.306 ms

 2  \* \* \*

 3  67.59.238.109 (67.59.238.109)  33.172 ms  9.962 ms  11.470 ms

 4  [opti33-16.nassau.cv.net](http://opti33-16.nassau.cv.net/) (167.206.33.16)  40.504 ms

[opti33-20.nassau.cv.net](http://opti33-20.nassau.cv.net/) (167.206.33.20)  14.240 ms

[opti33-16.nassau.cv.net](http://opti33-16.nassau.cv.net/) (167.206.33.16)  24.553 ms

 5  [451be068.cst.lightpath.net](http://451be068.cst.lightpath.net/) (65.19.99.104)  19.293 ms

[451be062.cst.lightpath.net](http://451be062.cst.lightpath.net/) (65.19.99.98)  15.298 ms

[451be070.cst.lightpath.net](http://451be070.cst.lightpath.net/) (65.19.99.112)  16.520 ms

 6  64.15.5.70 (64.15.5.70)  18.639 ms

    64.15.4.230 (64.15.4.230)  13.830 ms

    64.15.1.88 (64.15.1.88)  15.914 ms

 7  [nyk-b3-link.ip.twelve99.net](http://nyk-b3-link.ip.twelve99.net/) (62.115.153.104)  14.214 ms  18.599 ms  14.850 ms

 8  [nyk-bb2-link.ip.twelve99.net](http://nyk-bb2-link.ip.twelve99.net/) (62.115.143.12)  21.924 ms  19.582 ms  16.690 ms

 9  [toro-b2-link.ip.twelve99.net](http://toro-b2-link.ip.twelve99.net/) (62.115.123.109)  28.070 ms  32.743 ms  28.888 ms

10  [imperva-svc083056-lag004411.ip.twelve99-cust.net](http://imperva-svc083056-lag004411.ip.twelve99-cust.net/) (213.248.93.205)  37.805 ms  37.818 ms  40.136 ms

11  \* \* \*

12  \* \* \*

and on……. I stopped it at 23

When it happens I can’t access the cpanel or connect via ftp. I have tried emptying caches, flushing dns, changing dns servers, using different browsers, etc. As I said this happens to multiple people who live in different states in the northeastern US.

The site does run the “Force Login” plugin and the “Restrict user access” plugin, so I have thought that might be causing an issue, but as I said, I can’t access ftp or the cpanel during these times, so those shouldn’t be a factor. I have updated php, all plugins and the theme etc and resolved any errors that woo commerce surfaces from time to time.

Could a plugin be the issue? Any guidance or suggestions would be appreciated.

1 Comment
  1. You should clone the site and run the common troubleshooting steps: disable all plugins except Woocommerce, put on default theme like TwentyTwo. Then enable plugins one by one to look for the conflict (also enable debug)

 

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