Technical (internet) help PLEASE...

[mmblz]

Hi all, we have two admins, as well as a handful of users, who cannot access the site. The connection times out. Doing a traceroute (whether to our domain name, or directly to ip address) gets stuck at a
certain address.
In cases where everything is working, the traceroute shows that the address where other people gets stuck is the one hop right before our server.
68Trishield and floydp both started off being able to get to the site but then suddenly could not, and have been stuck not being able to for over 24 hours.
I briefly got stuck out for about an hour, but then it started working again.
On a different computer I can get remote to (in NH), it was not working. Then 12 hours or so later it was. I did a ping and everything was fine. Then I tried a traceroute and it started to time out. Then I tried to ping again and it failed. This was all to IP, so DNS is not an issue...
Very very strange. If anyone has any ideas, please post or PM me...

[Neuromancer]

Where, physically, is the host server?

[markem]

Originally Posted by Neuromancer

Where, physically, is the host server?

Just east of LA

[smitdavi]

If it makes a difference I'm with AT&T U-Verse and using a 2wire

[Neuromancer]

Originally Posted by vstrommark

Just east of LA

Well, LA area should provide plenty of coverage connection-wise...any idea who, what, or where the hop right before the CA server is? And what ISP's are you guys using, that are having trouble?

[smitdavi]

Originally Posted by Neuromancer

Well, LA area should provide plenty of coverage connection-wise...any idea who, what, or where the hop right before the CA server is? And what ISP's are you guys using, that are having trouble?

I'm having the trouble....pm me if you guys want the blocked IP#

[markem]

Originally Posted by Neuromancer

Well, LA area should provide plenty of coverage connection-wise...any idea who, what, or where the hop right before the CA server is? And what ISP's are you guys using, that are having trouble?

I've asked for copies of the traceroutes. It could be a failed/failing router, lack of convergence for paths (OSPF/BGP or something else - MPLS tagging label corruption) or something else. No real idea until I see some results.

[smitdavi]

Originally Posted by vstrommark

I've asked for copies of the traceroutes. It could be a failed/failing router, lack of convergence for paths (OSPF/BGP or something else - MPLS tagging label corruption) or something else. No real idea until I see some results.

I didn't understand a word you said lol. Good luck though

[Dood]

OK, this is wierd.
Here is the BAD traceroute:
Traceroute has started ...
traceroute to www.cigarasylum.com (67.222.135.200), 64 hops max, 40 byte packets
1 home (192.168.1.254) 24.656 ms 1.098 ms 1.002 ms
2 99-149-24-2.lightspeed.bltnin.sbcglobal.net (99.149.24.2) 28.509 ms 29.287 ms 25.818 ms
3 * * *
4 * * *
5 * * 75.19.192.2 (75.19.192.2) 36.797 ms
6 151.164.41.194 (151.164.41.194) 27.207 ms 25.328 ms 34.198 ms
7 151.164.94.41 (151.164.94.41) 41.183 ms 38.860 ms 38.992 ms
8 te-3-2.chicago1.level3.net (4.68.110.197) 40.368 ms 44.892 ms 39.508 ms
9 ae-32-56.ebr2.chicago1.level3.net (4.68.101.190) 48.008 ms 45.823 ms 56.251 ms
10 ae-1-100.ebr1.chicago1.level3.net (4.69.132.41) 58.352 ms ae-5.ebr2.chicago2.level3.net (4.69.140.194) 53.703 ms 39.463 ms
11 ae-1-100.ebr1.chicago2.level3.net (4.69.132.113) 38.291 ms 38.511 ms 39.360 ms
12 ae-3.ebr2.denver1.level3.net (4.69.132.61) 77.144 ms 66.908 ms 86.074 ms
13 ae-1-100.ebr1.denver1.level3.net (4.69.132.37) 66.789 ms 70.088 ms 79.139 ms
14 ae-2.ebr2.dallas1.level3.net (4.69.132.106) 73.161 ms 78.013 ms 66.266 ms
15 ae-72-72.csw2.dallas1.level3.net (4.69.136.142) 70.387 ms 78.529 ms ae-82-82.csw3.dallas1.level3.net (4.69.136.146) 77.760 ms
16 ae-31-89.car1.dallas1.level3.net (4.68.19.131) 65.803 ms 64.888 ms 92.412 ms
17 colo4-dalla.car1.dallas1.level3.net (8.9.232.74) 68.006 ms 66.169 ms 69.834 ms
18 72.249.0.66 (72.249.0.66) 69.150 ms 66.539 ms 67.520 ms
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * *

IP Address: 192.168.1.76
Here is a GOOD traceroute(from my PC):

Here is my good traceroute:
Tracing route to www.cigarasylum.com [67.222.135.200]
over a maximum of 30 hops:
1 2 ms 3 ms 1 ms 192.168.1.1
2 5 ms 2 ms 3 ms 10.0.0.1
3 63 ms 59 ms 59 ms clsp-dsl-gw05-197.clsp.qwest.net [67.42.184.197]
4 60 ms 60 ms 59 ms clsp-agw1.inet.qwest.net [67.42.184.125]
5 61 ms 59 ms 59 ms cls-core-01.inet.qwest.net [205.171.152.65]
6 83 ms 82 ms 83 ms 67.14.2.85
7 83 ms 94 ms 82 ms xe-8-2-0.edge2.dallas3.level3.net [4.68.63.53]
8 190 ms 107 ms 199 ms ae-11-69.car1.Dallas1.Level3.net [4.68.19.3]
9 87 ms 85 ms 87 ms COLO4-DALLA.car1.Dallas1.Level3.net [8.9.232.74]
10 84 ms 84 ms 84 ms 72.249.0.66
11 84 ms 84 ms 98 ms www.cigarasylum.com [67.222.135.200]
Trace complete.
72.249.0.66 is the last router before the website.
Don't know why it isn't passing some requests.

[markem]

Originally Posted by Dood

OK, this is wierd.

72.249.0.66 is the last router before the website.
Don't know why it isn't passing some requests.

Here is the owner information for that router. The contact info is
Phone: +1-214-630-3100 27 (Office)
Email: support@colo4dallas.com

NetRange: 72.249.0.0 - 72.249.191.255
CIDR: 72.249.0.0/17, 72.249.128.0/18
NetName: COLO4-BLK2
NetHandle: NET-72-249-0-0-1
Parent: NET-72-0-0-0-0
NetType: Direct Allocation
NameServer: NS1.COLO4DALLAS.NET
NameServer: NS2.COLO4DALLAS.NET
Comment:
RegDate: 2006-08-25
Updated: 2007-10-17

OrgAbuseHandle: CAM9-ARIN
OrgAbuseName: Colo4Dallas Abuse Manager
OrgAbusePhone: +1-214-630-3100
OrgAbuseEmail: abuse@colo4dallas.com

OrgNOCHandle: NOC1718-ARIN
OrgNOCName: NOC
OrgNOCPhone: +1-214-630-3100
OrgNOCEmail: support@colo4dallas.com

OrgTechHandle: CAR47-ARIN
OrgTechName: Colo4Dallas ARIN Requests
OrgTechPhone: +1-214-630-3100

OrgTechEmail: arin@colo4dallas.com

The network operations center may be able to help
Name: NOC
Handle: NOC1718-ARIN
Company: Colo4Dallas
Address: 3000 Irving Blvd
City: Dallas
StateProv: TX
PostalCode: 75247
Country: US
Comment:
RegDate: 2005-01-25
Updated: 2007-02-12
Phone: +1-214-630-3100 27 (Office)
Email: support@colo4dallas.com

[smitdavi]

Thanks Mark...I'd owe ya big if we can figure this out.

[markem]

Do any of the admins know if the server has more than on network interface? They would all have the same IP address, since only only one is assigned to the domain name.

Also, if you call the NOC (network operations center), have them check their DNS to see if there is more than one IP address associated with the name internal to them. Also have them check the ARP cache to make sure that an invalid entry isn't stuck.

[smitdavi]

Originally Posted by vstrommark

Do any of the admins know if the server has more than on network interface? They would all have the same IP address, since only only one is assigned to the domain name.

Also, if you call the NOC (network operations center), have them check their DNS to see if there is more than one IP address associated with the name internal to them. Also have them check the ARP cache to make sure that an invalid entry isn't stuck.

Mark do you need anything from me?

Colo4dallas is a good company. (have used them myself)
Try emailing them and ask them why the routing errors, maybe on their end (since the hops do get to dallas)

Best thing you can do is contact the internet provider, if you're having problems so they can investigate. The way things should work is your connection goes to say comcast, and they connect to ATT/Verizon via a frame relay cloud, which picks the route to the CA server, wherever it is, and if it's not routing correctly, they can modify the route or find out if there's a problem. Most likely there's an outage somewhere that's causing the page to be unavailable. Something you could try is using an anonymous proxy server in your internet browser, which basically routes your traffic from their location to here, which assuming it's not on the same nodes, will find a route that's not bad.

[smitdavi]

Originally Posted by Hardcz

Best thing you can do is contact the internet provider, if you're having problems so they can investigate. The way things should work is your connection goes to say comcast, and they connect to ATT/Verizon via a frame relay cloud, which picks the route to the CA server, wherever it is, and if it's not routing correctly, they can modify the route or find out if there's a problem. Most likely there's an outage somewhere that's causing the page to be unavailable. Something you could try is using an anonymous proxy server in your internet browser, which basically routes your traffic from their location to here, which assuming it's not on the same nodes, will find a route that's not bad.

So is that something that I need to do. Call AT&T?

[markem]

Originally Posted by smitdavi

Mark do you need anything from me?

Not at this time, David. The problem looks to be very local. It is probably inside the co-lo facility where the server is housed.

[markem]

Originally Posted by smitdavi

So is that something that I need to do. Call AT&T?

No, because it isn't your problem, it is CAs problem. Someone from CA would need to contact them or their account rep.

[smitdavi]

Originally Posted by vstrommark

Not at this time, David. The problem looks to be very local. It is probably inside the co-lo facility where the server is housed.

Alright...let me know if you guys need any info or need for me to do anything on my end!

[mmblz]

Originally Posted by vstrommark

Do any of the admins know if the server has more than on network interface? They would all have the same IP address, since only only one is assigned to the domain name.

yes, it has a number of network interfaces, with different ip addresses (afaik)

i've told them about the problem and they couldn't find any problem with configuration.