Origin unavailable error

EssexSam

Hi, I am getting an error on my website - Origin unavailable. Error ID: fae0370c-54c0-4ef3-93a2-fa7cb04fec9f

Timestamp: 2024-03-21 12:56:06

I haven't made any changes recently.
I have looked at the troubleshooting page and it says to check the DNS records are the same. It seems they are as far as I can see. Any help is appreciated.

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Mohammad2306

Do you know if your hosting provider moved you to a different hosting server? You'll want to check if they are still using the same IP address for the A records. If it's different, you'll need to update it in your Ezoic dashboard (-> Settings -> DNS).

Another possibility is that your hosting provider updated their system and is mistakenly blocking one or more Ezoic IPs, which then causes an origin error for some of your website visitors. In this case, you'll need to check with the hosting provider and go through this guide to have them whitelist Ezoic IPs: https://support.ezoic.com/kb/article/how-to-fix-origin-errors.

Mohammad2306

Also, about that screenshot they shared, that doesn't really mean much. Yes, the nameservers are with Ezoic but we are pointing the site to your host. This is similar to how Cloudflare works in case your hosting provider is unfamiliar with this configuration.

EssexSam

Thanks for your help, I have contacted One.com and they have given me the following information. It looks like the IP address is the same. But I must admit I am a bit confused at the other bits, and a little nervous about changing anything. Although the Acme challenge part seems different ?
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Imogen

EssexSam Hey, the IP address is correct - do you have any security plugins enabled on the site? Can you make sure you have whitelisted IPs in the plugins as well, if you do?

It's highly unusual for a site to start experiencing origin errors without making a significant change to their hosting setup - you could ask your host to try and configure the x-forwarded-for header: https://support.ezoic.com/kb/article/using-the-xforwardedfor-xff-header

EssexSam

Thanks Imogen, I will ask my host to do this now. I can't check the plugins as I can't access my website at all at present.

EssexSam

All sorted, my host helped me change the DNS records and all seem to be working now. Not exactly sure why they were different, but all good now. Thanks for your help.