Account In Isolation

Question

Hi everyone,
I was facing some issues on my AWS account, the problem started after the suspension on my account has been lifted. They suspended me due to late payment and low balance on card.
So after I resolved this issues with AWS Support, my account was back but the problem now is that, anytime I activate my Linux ec2 where my website is hosted and also my Window ec2, they will work for 7 mins and later internet access will be lost. My website or both Linux and window will lost internet connection but when I used the CMD features on windows ec2 to ping google.com, it ping successful. I read some articles online that my account is in Isolation. Please what do I need to do? AWS Support is not helping me

Answer

Hello,

Describe what you mean by 'internet access will be lost.' Are you able to RDP or SSH to your instance? When you 'lose internet connection,' does your session drop?

You mentioned using 'CMD features on windows ec2.' Are you running commands from CMD while using a remote desktop application (RDP)? Or are you using another tool like Systems Manager [Run Command](https://docs.aws.amazon.com/systems-manager/latest/userguide/run-command.html) or [Session Manager](https://docs.aws.amazon.com/systems-manager/latest/userguide/session-manager.html)?

I recommend checking your public/elastic IP settings and check your [VPC route tables](https://docs.aws.amazon.com/vpc/latest/userguide/VPC_Route_Tables.html) and [security groups](https://docs.aws.amazon.com/vpc/latest/userguide/security-groups.html). Make sure that your instance has a route to a NAT gateway or internet gateway.

When an internet gateway or NAT gateway is deleted, it can create a route to a blackhole, this would cause you to experience issues, though these issues are usually persistent and not intermittent.

What level of AWS Support do you have on this account? If you have a Basic Support plan and require one-on-one technical support, you can upgrade your Support plan.

Account In Isolation

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