Customer can't get to our site

Maybe you have some ideas . . .

[rocknbil]

I know there are a million possible answers to this, but maybe someone can spot a quick item to check.

I have a customer in Sweden attempting to get to our U.S. site on a dedicated server, CentOS, dedicated IP. He says he's getting a default Apache config page, in which it says "You may now add content to the directory /var/www/html/." Our domains are located in an entirely different directory, which tells me he is not getting to our server. The server logs confirm this, been checking both mail and server logs all day - I see his mail, but no requests in the access logs.

We regularly get orders from U.K., France, Canada, others. I've ping'ed it and done tracert tests from various servers, but they are all U.S. servers. All the duckies appear to be in a row. I've tried to talk him through a tracert, but like most this is more frustrating for him than anything. Has anyone got any ideas I could look at?

[LifeinAsia]

Is it resolving to the correct IP address if he tries a PING? What if he tries to access your site by IP address instead of domain name?

[rocknbil]

Thank you . . . as I said he's not very technical, so no. I flipped a coin between a ping and a tracert and decided if I could get him through a tracert it would be more valuable. :-) But no answer as of yet, so I'm not sure he's able to grok what I'm asking.

In the interim I've tracked down a few sites that do "site tests" from various global locations, closest one I could find was Munich. It reports all is well from Deutschland. <shrug>

[LifeinAsia]

My first (and second and third) guess is that it's user error- possibly spelling the domain wrong. Or it's a more complicated misconfiguration issue, which looks doubtful to fix if he can't even handle a tracert.

Any chance he could get someone locally to hold his hand and help him to the site?

[whoisgregg]

I've often come across sites that appear correctly with a "www." but have a default installation page or error page without the "www." Perhaps he is leaving out (or if you have wildcard DNS, putting in) a subdomain which isn't properly configured?

[rocknbil]

Thanks gregg, no it has www and non-www configured. I just sent him a .jpg with a step-by-step for tracert. His response to my initial instruction was that it says "403 Forbidden", which tells me a) he's still in a browser, and b) He's got to be getting directed somewhere else when he tries to get to this domain.

I did provide a link in an email to him, no luck there either.