Forum Discussion

kgeriksson's avatar
kgeriksson
On our wavelength
4 years ago
Solved

Can’t access pictures on Facebook, Instagram or WhatsApp

Hi, All of a sudden (since 3G/4G stopped working in my area) I can no longer download photos from Facebook, Instagram or WhatsApp via Virgin wifi on my phone or laptop. Other apps and sites work fin...
  • ravenstar68's avatar
    ravenstar68
    4 years ago

    It might be worth running a tracert to cdn node to see if they can get there.

    Using chrome on the laptop right click on one of the image placeholders and select "Copy image address." open notepad and paste it in there, you'll see something like this:

    https://scontent.fgla3-1.fna.fbcdn.net/v/t1.6435-0/s600x600/214867168_10220414916549710_5066565597755746003_n.jpg?_nc_cat=101&ccb=1-3&_nc_sid=b9115d&_nc_eui2=AeFgKCzY6--Q3aNrdoolWcSXDK3UutKRi3QMrdS60pGLdHAp2xTG_7bDU1ehC3CxGXY&_nc_ohc=iz8CtellRv4AX92OW4g&_nc_ht=scontent.fgla3-1.fna&tp=7&oh=f69b143a1735f084151e0c4fdf133bc5&oe=60E9947A

    I've coloured the bit we need for the tracert in green.

    Open a command window and type in the command:

    tracert -4 scontent.fgla3-1.fna.fbcdn.net

    Note: The -4 switch is unnecessary for you, it just forces the tracert to go over IPv4, leaving it in won't hurt though.  You shouldn't see a long trace as CDN nodes are usually placed on the users own ISP network by the various companies.

    tracert -4 scontent.fgla3-1.fna.fbcdn.net

Tracing route to scontent.fgla3-1.fna.fbcdn.net [86.189.107.148]
over a maximum of 30 hops:

  1     1 ms     1 ms    <1 ms  BTHUB [192.168.1.254]
  2    10 ms     4 ms     4 ms  172.16.19.151
  3     9 ms     8 ms     8 ms  81.130.106.16
  4     8 ms     9 ms     8 ms  81.130.106.17
  5     8 ms     8 ms     8 ms  86.189.107.148

    Give it a try and let us know what you get.

    sophist 

    I'm on a BT network here, so can you do a tracert for comparison?

    Tim

jpeg1's avatar
jpeg1
Alessandro Volta
4 years ago

Why has 3g and 4g stopped working? That would only be temporary due to engineering work. 

If your local coverage has dropped back to 2g that has very limited bandwidth and only very low resolution pictures will get through. 

kgeriksson's avatar
kgeriksson
On our wavelength
4 years ago

Yes that’s an O2 issue in my area. Which means I can’t get the access to apps via cellular data. So when I’m away from my house and using cell data these apps work fine. When I’m on virgin broadband, they don’t.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    4 years ago
    Access to many of those sites is restricted if you have "childsafe" activated on your account.

    Log on to the account and click the "My Apps" tab, and navigate to childsafe and if its on - switch it off and try again
    • kgeriksson's avatar
      kgeriksson
      On our wavelength
      4 years ago

      Checked childsafe setting and that’s off… 

      • Molly_G's avatar
        Molly_G
        Forum Team (Retired)
        4 years ago

        Hi kgeriksson,

         

        Welcome to the forums and thanks for your post! Sorry to hear of the issues you've been having recently - how have things been since your latest post?

         

        Just to understand what is going on a little better, can you confirm what devices this issue is occurring on exactly (make/model of phone etc.)

        Also if possible are you able to connect the laptop to the hub via ethernet cable to check whether this improves your downloads?

         

        Let us know how you're getting on,