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Message 41 of 96
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Re: Unable to access https://www.evanscycles.com/

Hi ravenstar68,

 

Thank you for reaching out to me, I have sent this to Kev, when he comes in tomorrow I will have a chat about it and get back to you.

 

Regards

 

Paul. 

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Message 42 of 96
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Re: Unable to access https://www.evanscycles.com/

Thanks Paul

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Message 43 of 96
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Re: Unable to access https://www.evanscycles.com/

No worries.

 

Regards

 

Paul.

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Message 44 of 96
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Re: Unable to access https://www.evanscycles.com/

Hi All,

 

Thank you for your patience in this, I am sorry its been a while since I came back to you. 

 

Can I ask if you are able to connect to https://www.evanscycles.com/ in modem mode ( so with a different I P address?

 

 

If you are still unable could you then please  run trace-routes in both router and modem mode and post the results here. If we have these and it shows an issue then we can run it from our end and see where the problem lies.

 

Thank you again for your continued patience in this.

 

Kind regards

 

Paul.

 

 

 

 

 

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Message 45 of 96
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Re: Unable to access https://www.evanscycles.com/

Hi Paul,

Thanks for looking into this.

I just went to carryout the troubleshooting you suggested but thought I'd better check the automatic DNS settings first before going into modem only mode and to my suprise the default Virgin Media DNS servers are issuing valid IP addresses for https://www.evanscycles.com/ see response below from a NSLookup command for www.evanscycles.com

Server:  cache1.service.virginmedia.net
Address:  194.168.4.100

Non-authoritative answer:
Name:    sni.ssl.evanscycles.com.c.footprint.net
Addresses:  8.238.10.122
          8.238.9.250
          8.238.7.122
Aliases:  www.evanscycles.com

and the web page is loading correctly.

Previously when the webpage wasn't loading rather than 3 IP addresses being returned by the DNS server there was only one, usually something like 

8.241.5.122

This wasn't just isolated to the Virgin Media DNS servers, Googles DNS Servers 8.8.8.8 also seemd to have problems and from what I've gleaned from responses so far to this thread would mean that it's was either an issue with Evans Cycles publishing their IP addresses or possibly something to do with how my location was being provided for the Content Delivery Network to provide the pages from the nearest server.

I'm obviously not sure when it's started working correctly as I've been using other DNS servers to get round the problem, although I have been checking perodically to see if it had been resolved or not.

Back in August I noticed that it started working intermitently only for a 1 day or so before it reverted back to not working at all so not sure if this is just a temporary thing or permanent but will keep you all posted.

Given it's working at the moment I didn't think trying the alternative solutions you've mentioned would be much use, but if you still need a trace route in modem only mode then just let me know and I'll give it a go.

For completeness here's a trace route from the current (working) Virgin Media Servers:

Tracing route to sni.ssl.evanscycles.com.c.footprint.net [8.238.7.250]
over a maximum of 30 hops:

  1     2 ms     1 ms     1 ms  192.168.0.1
  2    10 ms     9 ms    11 ms  10.202.8.1
  3     9 ms     9 ms    13 ms  gate-core-2a-xe-7111-0.network.virginmedia.net [62.252.43.5]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6    24 ms    23 ms    23 ms  86.85-254-62.static.virginmediabusiness.co.uk [62.254.85.86]
  7  1146 ms   894 ms     *     lag-12.ear2.London1.Level3.net [4.68.37.65]
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

 

Thanks once again,

Simon

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Message 46 of 96
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Re: Unable to access https://www.evanscycles.com/

Well that was short lived, 😞I tried last night to open www.evanscycles.com and chrome responded with:

 

This site can’t be reached
www.evanscycles.com took too long to respond.

 

I'm obviously not sure when the change occured so can't say how long access was available but it's definetly intermittent but favours the non working side of things mostly. 

Doing an nslookup via the command prompt reposnds with the the single IP adderss, rather than the usual 3 when it's working:

 

Server:  cache1.service.virginmedia.net
Address:  194.168.4.100

Non-authoritative answer:
Name:    sni.ssl.evanscycles.com.c.footprint.net
Address:  8.241.5.122
Aliases:  www.evanscycles.com

 

 

I'll give modem mode a go and complete a trace route and repsond back.

Thanks,

Simon

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Message 47 of 96
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Re: Unable to access https://www.evanscycles.com/

Okay, eventually got modem mode working, took longer than it should have....

Unfortunatley it's made no difference to getting access to https://www.evanscycles.com.  It's still giving the usual error in chrome:

This site can’t be reached
www.evanscycles.com took too long to respond.
Try:

Checking the connection
Checking the proxy and the firewall
Running Windows Network Diagnostics
ERR_CONNECTION_TIMED_OUT

Running an nslookup to www.evanscycles.com responds with:

Server:  UnKnown
Address:  192.168.0.1

Non-authoritative answer:
Name:    sni.ssl.evanscycles.com.c.footprint.net
Address:  8.241.5.122
Aliases:  www.evanscycles.com

Running a tracert from the command prompt responds with:

Tracing route to sni.ssl.evanscycles.com.c.footprint.net [8.241.5.122]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  ############# [192.168.0.1]
  2     9 ms    10 ms    13 ms  10.202.8.1
  3    12 ms    10 ms     9 ms  gate-core-2a-xe-7111-0.network.virginmedia.net [62.252.43.5]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Regards,

Simon

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Message 48 of 96
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Re: Unable to access https://www.evanscycles.com/

For completness heres the same results now back in router mode

Response from Chrome:

This site can’t be reached
www.evanscycles.com took too long to respond.
Try:

Checking the connection
Checking the proxy and the firewall
Running Windows Network Diagnostics
ERR_CONNECTION_TIMED_OUT

Response from nslookup

Server:  cache1.service.virginmedia.net
Address:  194.168.4.100

Non-authoritative answer:
Name:    sni.ssl.evanscycles.com.c.footprint.net
Address:  8.241.5.122
Aliases:  www.evanscycles.com

And the tracert to www.evanscycles.com

Tracing route to sni.ssl.evanscycles.com.c.footprint.net [8.241.5.122]
over a maximum of 30 hops:

  1     2 ms     1 ms     2 ms  192.168.0.1
  2    11 ms    17 ms     9 ms  10.202.8.1
  3     9 ms    10 ms    12 ms  gate-core-2a-xe-7110-0.network.virginmedia.net [62.252.43.1]
  4     *        *        *     Request timed out.
  5     *        *        *     Request timed out.
  6     *        *        *     Request timed out.
  7     *        *        *     Request timed out.
  8     *        *        *     Request timed out.
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11     *        *        *     Request timed out.
 12     *        *        *     Request timed out.
 13     *        *        *     Request timed out.
 14     *        *        *     Request timed out.
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21     *        *        *     Request timed out.
 22     *        *        *     Request timed out.
 23     *        *        *     Request timed out.
 24     *        *        *     Request timed out.
 25     *        *        *     Request timed out.
 26     *        *        *     Request timed out.
 27     *        *        *     Request timed out.
 28     *        *        *     Request timed out.
 29     *        *        *     Request timed out.
 30     *        *        *     Request timed out.

Trace complete.

 

Regards,

Simon

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Message 49 of 96
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Re: Unable to access https://www.evanscycles.com/

For me there are 2 questions.

1. Why is @sjforster occasionally able to connect?
2. Does 8.241.5.122 - go to Evans Cycles for me?

Two answer the first question we need to look at how DNS works.

And recursive DNS server follows a trail of authoritative DNS servers from the root DNS zone to find the nameservers responsible for a particular domain.

Confusingly in this case, the domain that matters isn't actually www.evanscycles.com but rather the host pointed to by the CNAME entry

sni.ssl.evanscycles.com.c.footprint.net

There are usually several nameservers that Virgin Media could use.  Ideally all the nameservers should have the same information, but in practice this does not always happen.

To answer question 2 I set up my hosts file so that www.evanscycles.com pointed to 8.241.5.122 and then used curl to see what happens when I try connecting.

C:\Users\timdu_000>curl https://www.evanscycles.com/ -v
*   Trying 8.241.5.122...
* TCP_NODELAY set
* Connected to www.evanscycles.com (8.241.5.122) port 443 (#0)
* schannel: SSL/TLS connection with www.evanscycles.com port 443 (step 1/3)
* schannel: checking server certificate revocation
* schannel: sending initial handshake data: sending 184 bytes...
* schannel: sent initial handshake data: sent 184 bytes
* schannel: SSL/TLS connection with www.evanscycles.com port 443 (step 2/3)
* schannel: failed to receive handshake, need more data
* schannel: SSL/TLS connection with www.evanscycles.com port 443 (step 2/3)
* schannel: encrypted data got 3353
* schannel: encrypted data buffer: offset 3353 length 4096
* schannel: sending next handshake data: sending 126 bytes...
* schannel: SSL/TLS connection with www.evanscycles.com port 443 (step 2/3)
* schannel: encrypted data got 258
* schannel: encrypted data buffer: offset 258 length 4096
* schannel: SSL/TLS handshake complete
* schannel: SSL/TLS connection with www.evanscycles.com port 443 (step 3/3)
* schannel: stored credential handle in session cache
> GET / HTTP/1.1
> Host: www.evanscycles.com
> User-Agent: curl/7.55.1
> Accept: */*
>
* schannel: client wants to read 102400 bytes
* schannel: encdata_buffer resized 103424
* schannel: encrypted data buffer: offset 0 length 103424
* schannel: encrypted data got 103424
* schannel: encrypted data buffer: offset 103424 length 103424
* schannel: decrypted data length: 16384
* schannel: decrypted data added: 16384
* schannel: decrypted data cached: offset 16384 length 102400
* schannel: encrypted data length: 87011
* schannel: encrypted data cached: offset 87011 length 103424
* schannel: decrypted data length: 16384
* schannel: decrypted data added: 16384
* schannel: decrypted data cached: offset 32768 length 102400
* schannel: encrypted data length: 70598
* schannel: encrypted data cached: offset 70598 length 103424
* schannel: decrypted data length: 16384
* schannel: decrypted data added: 16384
* schannel: decrypted data cached: offset 49152 length 102400
* schannel: encrypted data length: 54185
* schannel: encrypted data cached: offset 54185 length 103424
* schannel: decrypted data length: 16384
* schannel: decrypted data added: 16384
* schannel: decrypted data cached: offset 65536 length 102400
* schannel: encrypted data length: 37772
* schannel: encrypted data cached: offset 37772 length 103424
* schannel: decrypted data length: 16384
* schannel: decrypted data added: 16384
* schannel: decrypted data cached: offset 81920 length 102400
* schannel: encrypted data length: 21359
* schannel: encrypted data cached: offset 21359 length 103424
* schannel: decrypted data length: 16384
* schannel: decrypted data added: 16384
* schannel: decrypted data cached: offset 98304 length 102400
* schannel: encrypted data length: 4946
* schannel: encrypted data cached: offset 4946 length 103424
* schannel: failed to decrypt data, need more data
* schannel: schannel_recv cleanup
* schannel: decrypted data returned 98304
* schannel: decrypted data buffer: offset 0 length 102400
< HTTP/1.1 200 OK
< Date: Sun, 24 Nov 2019 18:31:23 GMT
< Content-Type: text/html;charset=UTF-8
< Transfer-Encoding: chunked
< Connection: keep-alive
< Cache-Control: no-cache
< Pragma: no-cache
< Set-Cookie: route=1574620284.43.48.889363; Path=/; Secure; HttpOnly
< Set-Cookie: JSESSIONID=Y6-168a6245-c9fe-4c5b-a0e7-32218b7aae7d; Path=/; Secure; HttpOnly
< Set-Cookie: recentlyViewedProducts=""; Path=/; Secure
< Set-Cookie: JSESSIONID=Y6-168a6245-c9fe-4c5b-a0e7-32218b7aae7d; Path=/; Secure; HttpOnly
< Content-Language: en
< Server: openresty/1.15.8.1
< Vary: Accept-Encoding,User-Agent
< strict-transport-security: max-age=31536000
< X-Content-Type-Options: nosniff,nosniff
< X-Frame-Options: SAMEORIGIN
< X-XSS-Protection: 1; mode=block
< Age: 0
<

The webpage data loaded as well but to include that would have been too much for this post.

In short the IP lookup SHOULD still get you to the site.

@Paul_DN @ModTeam @Kev_B - To be honest while I understand why you wanted the router mode teast (in order to rule out IP blocking)  The fact that in sjfoster's trace we only get as far as the gateway IP should be sending you red flags telling you that there is a routing issue at play here.

Because this is happening at the gateway, this is a job for Virgin Media to investigate at their end.

Tim

 

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Message 50 of 96
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Re: Unable to access https://www.evanscycles.com/

Hi All, 

Thanks for providing the information and trace routes for us. 

We have raised this to our support team to investigate further; this has been raised under the reference F007599696.

As soon as we have any news we'll update this thread. 

Thanks

Mod Team