Is Infusionsoft Down? Let’s Find Out!

There may be times when you can’t access our system and services. These are extremely rare, and may only happen 0.01% of the time, but it could. Arm yourself with useful, helpful information if you think your application is down so our team can quickly identify the problem and get it fixed.

We want to preface that we have several monitors placed across the Web and our own SNMP monitoring services watching our servers and networks and they immediately page the luckiest person on our systems team to get up at 2am and look into a server or routing problem. (We mean this with the best of love, seriously, it’s a noble task to look after our servers every day and night for thousands of customers!)

Obviously, something must be wrong or not working correctly because you’re reading this blog entry. We apologize for that and know it must really suck right now, but we want to help.  We’ll need information so we can attack this problem and get you up and running right away!

Please include a Traceroute, Ping, and include your IP address. Additional information such as any recent updates/downloads or other network changes will help us so we can point the blame over to Microsoft. (Kidding!)

We suggest, as a general rule, to try unplugging and plugging back in your router (powercycling). This will help flush out an old DNS cache and reset your network memory stack within the router (resulting in better performance, too).

HOW TO RUN A TRACEROUTE TO YOUR APPLICATION SERVER:

1. In Windows, click Start, then click Run and type “CMD” (no quotes). In Vista, Click the Start menu then type “CMD” (no quotes) and press Enter.
2. Type tracert APPNAME.infusionsoft.com and press Enter. Replace APPNAME with your application’s name.
3. Copy the results. This may require you right-clicking the title bar, then clicking Properties, then enabling “Quick Edit Mode.” I generally just select the whole window then press Enter to copy the text.
4. Give us a call at 1-866-800-0004 and let a support team member know and be ready to email them the details. A screenshot will also suffice, if it’s easier for you.

Here is an example of a traceroute:

Traceroute to an Infusionsoft server, in this case the 'crm' application name.

HOW TO PERFORM A PING TEST

1. In Windows, click Start, then click Run and type “CMD” (no quotes). In Vista, Click the Start menu then type “CMD” (no quotes) and press Enter.
2. Type ping APPNAME.infusionsoft.com and press Enter. Replace APPNAME with your application’s name.
3. Copy the results. This may require you right-clicking the title bar, then clicking Properties, then enabling “Quick Edit Mode.” I generally just select the whole window then press Enter to copy the text.
4. Give us a call at 1-866-800-0004 and let a support team member know and be ready to email them the details. A screenshot will also suffice, if it’s easier for you.

HOW TO FIND YOUR IP ADDRESS:

1. Point your Web browser to http://www.ipchicken.com/
2. Copy and paste the results to the forum, including your hostname and user agent.

Thank you for including this info! It will help us identify exactly what the problem is so we can ensure optimal network uptime for all our customers.

I wish you (and your application) the best in uptime and happiness.

–Joseph

Tagged as: Help, Infusionsoft, Troubleshooting