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From our office, we can't reach our website anymore.

But from home (or other ISP network, ever from cellphone), it is reachable!  I performed a traceroute from office and the data stop at 116.251.117.165 IP address.

tracert info

The same traceroute from home runs fine and reach the endpoint (so the website is working from home).

So, what is the problem and how to solve it?

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    Which website is it? IP 116.251.117.165 seems to be in alibaba-inc.com, so if you are on a large network with lots of firewalls, you should consult the administrator(s). – harrymc Sep 8 '19 at 19:04
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    Where is your website hosted? Do you host it yourself on a server machine in your own office, or is it hosted at a professional hosting service / data center? If it's in your own office, it could be that you have an office NAT gateway router tha doesn't support NAT loopback. – Spiff Sep 9 '19 at 2:22
  • our website is hosted on an alibaba cloud plateform (like amazon cloud but alibaba one) – nop60 Sep 9 '19 at 7:38
  • our ISP changed our ip address, so now it works fine. – nop60 Sep 10 '19 at 11:24
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When you ask your browser to display a URL, your browser needs to know which IP address is linked to the website name. Your browser requests the IP address of the website name by asking DNS servers. The DNS server responds with,... this website lives at this IP address. Changing your DNS provider to (8.8.8.8 & 8.8.4.4) could help. That’s the DNS server provided by google. Also try requesting the IP address directly into your web browser.

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  • i tried to ping and tracerroute the website ip address instead the domain and the result is the same. i guess the problem does not come from the DNS but from the distant 116.251.117.165 node (which is not our server but another node to get there) – nop60 Sep 9 '19 at 7:42
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Try the following to try and troubleshoot:

  1. Change your DNS settings to 8.8.8.8 (Google).

  2. Use IMCP ping to see if you can get a response from the server.

  3. Are you behind a proxy in the office? Check proxy/ firewall / ACL settings

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