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Re: Unable to access https://www.evanscycles.com/

Hi @ravenstar68,

Thanks for looking into this and taking the time and effort to get it escalated, it's much appreciated.

Regards,

Simon

 

 

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Re: Unable to access https://www.evanscycles.com/

Hi @ModTeam,

Thanks for raising this with the support team.

If you need any further testing from this end I'm happy to assist where I can, just let me know.

Regards,

Simon

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Re: Unable to access https://www.evanscycles.com/

Hi there,

We've received a request from our support team to ask if users are still experiencing this issue?

Please let us know and we'll be sure to pass on the update.

Thanks,

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Re: Unable to access https://www.evanscycles.com/

Hi,

Unfortunatley there's no change here.  It works once in a while but generally (about 99.9% of the time) it just times out.  I'm currently running the Hub 3 in modem mode.

A nslookup of www.evanscycles.com reponds as follows:

Lookup has started…

www.evanscycles.com -> 8.241.5.122

and a tracert provides:

Traceroute has started…

traceroute to sni.ssl.evanscycles.com.c.footprint.net (8.241.5.122), 30 hops max, 72 byte packets
 1  ###.###.###.### (###.###.###.###)  2.893 ms  2.268 ms  2.663 ms
 2  10.202.8.1 (10.202.8.1)  17.038 ms  11.620 ms  10.952 ms
 3  gate-core-2a-xe-7111-0.network.virginmedia.net (62.252.43.5)  12.746 ms  11.561 ms  13.127 ms
 4  * * *
 5  * * *
 6  * * *
 7  * * *
 8  * * *
 9  * * *
10  * * *
11  * * *
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17  * * *
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20  * * *
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22  * * *
23  * * *
24  * * *
25  * * *
26  * * *
27  * * *
28  * * *
29  * * *
30  * * *

 Regards,

Simon

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Re: Unable to access https://www.evanscycles.com/

Thanks for coming back us Simon, sorry this is still ongoing.

Would it be possible to you could provide a fresh traceroute with a timestamp?

Thanks,


Michael_JK
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Re: Unable to access https://www.evanscycles.com/

Hi Michael,

No Problem. The hub 3 is currently in modem mode.  

Traceroute with timestamp below:

Fri  6 Dec 2019 17:14:53 GMT
############:~ ########$ traceroute www.evanscycles.com
traceroute to sni.ssl.evanscycles.com.c.footprint.net (8.241.5.122), 64 hops max, 52 byte packets
 1  ###.###.###.### (###.###.###.###)  2.009 ms  1.865 ms  2.636 ms
 2  10.202.8.1 (10.202.8.1)  13.117 ms  12.706 ms  10.544 ms
 3  gate-core-2a-xe-707-0.network.virginmedia.net (62.252.7.157)  11.900 ms  13.945 ms  15.981 ms
 4  * * *
 5  * * *

There's no further response after line 3.

Any further queries just ask.

Regards,

Simon

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Re: Unable to access https://www.evanscycles.com/

Thanks for the further information @sjforster, I have updated our support with this.

Best,


Michael_JK
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Re: Unable to access https://www.evanscycles.com/

Hi All, 

Thank you all for your patience whilst this was investigated. 

Our support teams have investigated the issue and were unable to locate a problem that could be causing this. This has also been tested by our networks team who were able to access the site successfully. 

Could you please let us know if you're still experiencing the issue?

Thanks

Lucy_B

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Re: Unable to access https://www.evanscycles.com/

@Lucy_B 

thank you very much for getting back to us on this:

However I must respectfully disagree with the findings so far.

As you are aware this is a CDN where the DNS can point to a number of different IP addresses - all of which should give the user access to the website.

The user can access the website on occasion - however when the DNS points to a specific IP address: namely :

8.241.5.122

then they cannot get to the website.  In fact the trace stops at their CMTS

I'd be grateful if anyone else can run a tracert from their VM connection to 8.241.5.122 - I'm afraid I'm unable to myself.

Tim

This does not appear to be a DNS issue, as users have reported the same thing if they use Google DNS for example.

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Re: Unable to access https://www.evanscycles.com/

Hi Tim

Running one now for you give me a couple of minutes.

Mike

 

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