Problem with server

I to tech support for XFS and we've got a customer having a problem finding/connecting to his server. This is what he describes:

Is this a known problem? If not, does anyone have any suggestions to fix this?

Not a problem i read on the forums before, those are some very inconsistent findings you present.

What i do know is there is a clientside issue that can cause the timeouts,
With all user being able to connect using 'open' indicates a query issue.

I did help customer that could see his server also, it turned out the query port was already being used by another server on the same IP.

Have you tried querying the server manually with a script? does the query return information belonging to MNC (HostileGame) or something different? does it return any data at all?
the default query port is 27016 which is incremented with any instance you specify.

whats the IP of the server and the ports used? i could take look if you want.

The IP and port is: 72.26.196.170:7778

the server does not respond with any packet at all on query port 27017(which what its using with connection port 7778)

seems like the traffic is being blocked, have you checked if any ip ranges are blocked, that could explain why one person can see it and another does not.
if you could collect the ip adresses from the people that tried to connect to the server, maybe you can find a connection to something.

if your systems had a direct connection to the internet this should not happen and the server should always respond. there must be some hard/software on your end thats causing the trouble.

Thanks for your reply. I will pass this on to the other techs. As far as I know, we do not block ports or IP's from the game servers, but maybe there is something particular about this server.